Branch Manager - Gold Loan

About the Role

The Branch Manager for Gold Loans is tasked with steering branch-level business success by driving new customer acquisition, managing portfolio quality, ensuring compliance with regulatory standards, and delivering outstanding customer service. This position involves leading the frontline team to meet targets around loan disbursement, audit, collections, and risk management while maintaining operational discipline.

Key Responsibilities

• Establish robust relationships with customers, partners, local authorities, and community influencers to enhance branch customer acquisition.
• Oversee and lead branch personnel including Assistant Branch Manager, Gold Valuer, Gold Loan Officers, and Customer Service Executives, ensuring their productivity and performance meet branch standards.
• Guarantee precise gold valuation, appropriate loan structuring within LTV limits, and comprehensive documentation for new and renewed loans.
• Strictly enforce RBI regulations and company policies concerning risk controls, gold purity verification, and audit procedures.
• Continuously monitor portfolio metrics such as delinquency rates, yields, tonnage, auction statistics, and growth indicators to maintain quality and growth targets.

Job Context and Challenges

Aditya Birla Capital Limited (ABCL), a leading NBFC registered with the RBI and highly rated in the industry, offers diverse lending products including significant secured lending through gold loans. The gold loan segment requires fast turnaround, meticulous risk management, and trustworthy valuation processes amid fluctuating gold prices.

The Branch Manager must balance growth ambitions with rigorous compliance and risk mitigation. Challenges include meeting ambitious customer and disbursement targets in competitive markets, sustaining strict LTV and purity standards, effectively managing spurious/bentex cases, driving collections to prevent loan slippage, achieving high audit scores with zero tolerance for deviations, delivering sensitive customer experiences, and nurturing a motivated, high-performing team.

Key Result Areas and Supporting Actions

• Business Growth & Acquisition: Drive new customer creation and meet disbursement benchmarks, ensuring net growth and increased gold loan tonnage per branch plans.
• Yield & Profitability: Attain yield targets through optimal loan ticket sizing, encouraging renewals and repeat business, and managing branch operational costs efficiently.
• Portfolio Quality & Risk: Maintain favorable auction-to-book ratios, abide by LTV and documentation standards, conduct purity tests properly, and resolve irregular/vulnerable loan cases promptly.
• Collections & Delinquencies: Manage 0–30 days past due resolutions, monitor overdue accounts, and support timely recovery efforts.
• Compliance & Audit: Achieve designated audit scores, ensure swift closure of audit issues, and enforce strict operational and regulatory compliance.
• Customer Service & Branch Environment: Provide fast, quality service with effective grievance handling, maintain branch cleanliness, safety, and security.
• Leadership & Productivity: Lead and coach branch team members, ensure manpower productivity aligns with benchmarks through regular training and reviews.

Direct Reports Job Purpose

• Assistant Branch Manager: Supports daily branch operations, oversees frontline staff, and drives productivity.
• Gold Valuation Manager: Responsible for precise valuation, purity verification, risk compliance, and secure handling of gold assets.
• Gold Loan Officer: Focuses on customer acquisition, disbursement, renewals, and managing documentation.
• Customer Service Executive: Provides excellent customer service, executes service transactions, and assists branch operations.

Key Internal and External Relationships

• Internal: Regular interaction with Regional/Cluster Heads for business strategies and target reviews; IT department for system support; Marketing team for campaigns; Risk, Policy, Audit, Compliance, and HR teams for escalations, training, and audit compliance.
• External: Engage with customers for product information and service support; coordinate with vendors and security partners for vault and operational maintenance; collaborate with local influencers and community stakeholders for outreach and customer acquisition.