Branch Manager - Gold Loan - Dibrugarh

Role Summary

This position is responsible for leading branch-level gold loan operations and business growth across assigned branches in India. The role brings together sales, service, risk control, compliance, and team leadership to improve disbursements, customer acquisition, yield, audit performance, and portfolio health.

Business and Organization Context

The role sits within Financial Services under Aditya Birla Capital Limited. The wider organization is a large diversified NBFC with a pan-India lending presence and a broad mix of secured and unsecured lending products, along with a wealth management business. Gold loans are a high-volume secured lending product that demand speed, careful valuation, disciplined risk management, and strong customer trust.

Role Purpose

The Branch Manager – Gold Loan is expected to deliver strong branch performance while keeping operations fully aligned with policy and regulatory expectations. The job focuses on business expansion, portfolio quality, and customer experience, while also ensuring sound governance and productive frontline execution.

Key Scope and Dimensions

The role involves building relationships that help attract and retain local customers, partners, authorities, and community influencers. It also includes supervising frontline roles such as the Assistant Branch Manager, Gold Valuer, Gold Loan Officer, and Customer Service Executive. The manager must ensure correct valuation, loan structuring within LTV limits, timely and complete documentation, and adherence to RBI norms, internal controls, purity testing standards, and audit requirements. Branch-level portfolio tracking is also central, including delinquencies, yield, tonnage, auction ratios, spurious and bentex cases, and overall growth metrics.

Major Challenges

Success in this role depends on meeting aggressive growth targets in competitive markets while preserving high standards of compliance and risk control. The manager must balance speed of disbursement with accurate gold valuation and disciplined LTV adherence, manage sensitive customer interactions, close spurious or bentex cases quickly, control delinquency in the 0–30 DPD bucket, and maintain audit scores above 90% with no tolerance for deviations. The role also requires motivating the team consistently in a business where the customer’s pledged asset is highly sensitive and emotionally important.

Key Result Areas

• Expand business by driving new customer creation, fresh disbursements, and branch tonnage growth in line with plan.
• Improve profitability through suitable yield performance, healthy ticket size mix, repeat business, and efficient branch operations.
• Protect portfolio quality by enforcing LTV discipline, proper documentation, purity testing standards, and timely resolution of spurious and bentex cases.
• Strengthen collections by managing overdue accounts, resolving the 0–30 DPD bucket, and supporting recovery actions as per policy.
• Maintain compliance and governance through strong audit closure, accurate records, controlled vault handling, and zero tolerance for regulatory breaches.
• Deliver a reliable customer experience with quick turnaround, smooth grievance handling, and strong branch hygiene, safety, and security.
• Lead people performance through coaching, daily reviews, on-the-job training, and productivity management of the frontline team.

Direct Reports

Assistant Branch Manager: Supports branch operations, coordinates frontline activity, and helps drive daily productivity.

Manager – Gold Valuation: Ensures precise valuation, purity verification, risk controls, and safe handling of gold assets.

Gold Loan Officer: Works on customer acquisition, disbursement support, renewals, and documentation accuracy.

Customer Service Executive: Manages service interactions, supports branch processes, and contributes to customer experience.

Stakeholder Interactions

The role works closely with regional and cluster leadership on business reviews, target tracking, risk, productivity, and governance. It also coordinates with IT for process support and system issues, Marketing for local campaigns and lead generation, and Risk/Policy/Audit/Compliance/HR teams for escalations, training, audit closure, and hiring support. Externally, the manager interacts with customers for service and grievance handling, vendors and security partners for vault and operational support, and local influencers or community stakeholders to support outreach and acquisition.

Organization Snapshot

Aditya Birla Capital Limited is registered with the RBI as a systemically important, non-deposit accepting NBFC. The company is among India’s leading diversified private NBFCs and has a sizeable lending book with presence across the country. It serves retail, HNI, MSME, and large corporate customers through a wide range of secured and unsecured credit products.

Note on Role Setup

The source brief includes placeholders for basic details such as business, unit, location, position, reporting line, and date of JD update. It also references the role across branches in India, with the specific job title indicating Dibrugarh as the location focus.