Branch Manager - Gold Loan - Rajpur Road, Dehradun

Job summary

The Branch Manager for Gold Loans will own branch-level performance across sales, customer experience, compliance, and risk control. This role is responsible for leading the frontline team, ensuring healthy portfolio quality, and meeting targets for disbursement, new customer addition, yield, collections, audit outcomes, and operational governance.

Business and organization context

Aditya Birla Capital Limited is a systemically important, RBI-registered non-deposit accepting NBFC and one of India's major diversified lending institutions. The company operates across India with a large lending book and serves retail customers, HNIs, MSMEs, and large corporates through secured and unsecured lending products, along with wealth management services.

Gold Loans is a high-volume secured lending business that depends on fast processing, disciplined risk management, accurate valuation, purity checks, and strong customer trust. The branch manager must balance growth with portfolio safety and operational control while leading a compact, high-impact team.

Job purpose

This position exists to strengthen gold loan business at the branch level while protecting compliance and portfolio health. The incumbent must drive branch growth, maintain service standards, enforce governance, and ensure the team performs consistently against business and risk metrics.

Role dimensions

New relationships: Build and sustain relationships with local customers, channel partners, authorities, and community influencers to improve acquisition.

Existing relationships: Guide and supervise branch staff such as ABM, Gold Valuer, GLO, and CSE, while monitoring productivity and performance.

New transactions: Ensure gold valuation is accurate, lending is structured within LTV norms, and all fresh and renewal cases are documented correctly.

Regulatory compliance: Maintain adherence to RBI rules, internal policies, risk procedures, purity testing requirements, and audit expectations.

Portfolio monitoring: Track delinquencies, yield, tonnage, auction ratios, spurious or bentex cases, and branch growth indicators.

Key challenges

• Winning customers, disbursements, and tonnage growth in a competitive local market.
• Maintaining strict LTV discipline, purity compliance, and accurate valuation despite gold price movement.
• Closing spurious and bentex cases quickly while keeping auction-to-book levels under control.
• Resolving 0–30 DPD accounts on time and preventing further slippages.
• Keeping audit performance above 90% with no tolerance for major deviations.
• Delivering a strong customer experience in a product category where the pledged asset has high emotional value.
• Coaching and motivating frontline team members to sustain sales and service productivity.

Key result areas

Business growth and acquisition: Drive new CUID creation, achieve new customer disbursement targets, and support tonnage and net growth as per plan.

Yield and profitability: Meet onboarding yield benchmarks, optimize ticket size and renewal mix, and keep branch operations cost-effective.

Portfolio quality and risk: Control auction-to-book ratio, enforce LTV and documentation discipline, and resolve spurious or bentex cases within timelines.

Collections and delinquency management: Act on overdue accounts, deliver resolution for the 0–30 DPD bucket, and support recovery actions as per policy.

Compliance, audit, and governance: Secure the required audit score, close audit observations, and maintain zero tolerance for process or regulatory breaches.

Customer service and branch experience: Ensure quick turnaround, strong grievance handling, branch hygiene, safety, and security.

People leadership and productivity: Lead ABM, Gold Valuer, GLO, and CSE performance through coaching, on-the-job training, and regular reviews.

Direct reports

Assistant Branch Manager: Supports branch operations, oversees frontline execution, and helps improve daily productivity.

Manager – Gold Valuation: Ensures correct valuation, purity verification, risk adherence, and secure handling of gold assets.

Gold Loan Officer: Brings in customers, supports disbursement and renewal activity, and maintains documentation accuracy.

Customer Service Executive: Handles service interactions, supports transactions, and contributes to smooth branch operations.

Key relationships

Regional and cluster heads: Daily coordination for planning, target reviews, risk matters, productivity, and governance.

IT team: Weekly or need-based support for system issues, process improvements, and user assistance.

Marketing team: Weekly or fortnightly collaboration on local campaigns, lead generation, and customer engagement initiatives.

Risk, policy, audit, compliance, and HR teams: Weekly or need-based interaction for escalations, deviations, training requirements, audit findings, and hiring support.

Customers: Need-based discussions for product queries, service support, relationship management, and grievance resolution.

Vendors and security partners: Need-based coordination for vault security, maintenance, and operational support.

Local influencers and community stakeholders: Need-based outreach for customer acquisition and local awareness building.

Additional information

Organization profile: The employer is a large diversified NBFC with an India-wide footprint, strong credit ratings, and recognition from industry forums and award bodies.

Business focus: The role sits in a fast-turnaround secured lending business where precision, customer trust, and control of operational risk are critical.

Working style: The position requires active branch leadership, frequent coordination with internal teams, and direct engagement with the local market and customers.