HDB Financial Services - Cluster Manager

Description:

Job Overview:

• The Cluster Manager will be responsible for driving and scaling the Gold Loan business across a defined cluster comprising multiple districts.
• This role involves end-to-end ownership of sales growth, portfolio quality, branch expansion, team performance, and operational controls.
• The incumbent will work closely with Area Managers, Territory Managers, branch teams, and direct sales resources to build a healthy, profitable, and compliant gold loan portfolio.

Key Responsibilities:

Business Development & Sales Growth:

• Drive gold loan business growth across all branches within the assigned cluster.
• Set and monitor district-wise sales targets, adjusting strategies based on local market dynamics.
• Work closely with Area Managers, Territory Managers, branch teams, DSTs, and Gold Loan Executives to maximize sourcing.
• Recommend and support product or process enhancements to improve customer acquisition and satisfaction.
• Evaluate and implement new sales techniques and local market initiatives to improve sales productivity.

Team Management & Capability Building:

• Recruit, train, and manage the sales and gold loan operations team across the cluster.
• Monitor sales team productivity and take timely corrective actions where required.
• Drive motivation through local contests, rewards, and recognition programs.
• Ensure continuous training on product, process, compliance, and audit readiness.

Operations, Audit & Compliance:

• Oversee branch launches for gold loan business within the region, coordinating with Admin, HR, Training, and Policy teams.
• Ensure smooth execution of sales, operations, audit, collection, and auction processes across the cluster.
• Coordinate with Risk and Branch teams for timely audits and auctions.
• Ensure adherence to internal policies, regulatory norms, and operational SOPs.

Portfolio Quality & Collections:

• Build and maintain a healthy and profitable gold loan portfolio.
• Track collections closely and ensure delinquency levels remain within permissible limits.
• Review portfolio performance and initiate corrective actions to mitigate risk.

Key Performance Indicators (KPIs):

• Gold loan disbursement growth
• Portfolio profitability and yield
• Delinquency and collection efficiency
• Branch productivity
• Audit and auction compliance
• Team performance and attrition

Desired Skills & Competencies:

• Strong understanding of Gold Loan business operations, sales, and portfolio management.
• Proven experience in team handling and multi-location management.
• Strong execution capability with hands-on operational oversight.
• Good analytical skills to track performance metrics and portfolio health.
• Strong communication, coordination, and stakeholder management skills.
• High ownership, result orientation, and ability to work in a fast-paced environment.

Education & Experience:

Education: Graduate / Postgraduate in any discipline.

Experience: 8-12 years of relevant experience in direct or channel sales within Gold Loan / Retail Finance / FMCG industries.

Preferred:

• Prior gold loan experience in a similar role
• Exposure to collections and auction processes
• Experience managing large field sales teams

Ideal Background:

• NBFCs / Banks / Gold Loan-focused financial institutions
• Roles involving regional or cluster-level ownership
• Strong mix of sales leadership and operational control