Branch Manager - Retail Gold Loan - Kota

Role overview

The Branch Manager for Gold Loans is accountable for running branch-level performance across business growth, compliance, customer service, and portfolio health. This position leads the branch team to deliver on disbursements, fresh customer acquisition, yield, audit outcomes, collections, and risk controls while keeping operations fully governed.

Business context

This role sits within Financial Services under Aditya Birla Capital Limited and is part of a broader lending organization with a nationwide presence. Gold Loans are a high-volume secured product that demands quick turnaround, careful valuation, strong purity checks, and a customer-first approach because the product is linked to an emotionally sensitive asset.

Job scope and dimensions

The manager is expected to build relationships locally to support new customer acquisition and to oversee branch staff such as the Assistant Branch Manager, Gold Valuer, Gold Loan Officer, and Customer Service Executive. The role also covers accurate valuation and loan structuring within LTV limits, correct documentation for fresh and renewal cases, strict regulatory adherence, and close monitoring of performance indicators such as delinquency, yield, tonnage, auction ratios, and cases involving spurious or bentex gold.

Key challenges

Success in this role depends on growing business in a competitive market while staying within tight risk and compliance boundaries. The branch manager must balance aggressive acquisition targets with valuation accuracy, maintain audit standards, handle overdue accounts promptly, reduce portfolio slippage, and create a consistent customer experience while motivating the frontline team.

Key result areas

• Expand business by driving new customer acquisition, fresh disbursements, and branch tonnage growth in line with plan.
• Improve profitability through strong onboarding yield, suitable ticket sizes, healthy renewal mix, and repeat customer engagement.
• Protect portfolio quality by following LTV rules, maintaining documentation quality, ensuring proper purity testing, and resolving suspicious or bentex cases quickly.
• Manage collections by monitoring overdue accounts, supporting recovery actions, and improving resolution in the 0–30 DPD bucket.
• Maintain governance by achieving audit expectations, closing findings on time, and avoiding operational or regulatory breaches.
• Deliver a strong branch experience through fast service, issue resolution, and safe, hygienic branch operations.
• Lead and develop the team by coaching ABM, Gold Valuer, GLO, and CSE for daily productivity and performance.

Direct reports

Assistant Branch Manager: Supports branch operations, supervises frontline staff, and helps drive daily output.

Manager – Gold Valuation: Handles accurate valuation, purity checks, risk discipline, and safe custody of gold assets.

Gold Loan Officer: Brings in customers, supports disbursement and renewals, and keeps documentation accurate.

Customer Service Executive: Manages service interactions, supports transactions, and helps run branch operations smoothly.

Relationships

Regional / Cluster Heads: Daily coordination on planning, target reviews, risk, 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 outreach.

Risk, Policy, Audit, Compliance, and HR: Weekly or need-based interaction for escalations, deviations, training requirements, audit findings, and hiring support.

Customers: Need-based engagement for product queries, service support, relationship building, and grievance handling.

Vendors / Security Partners: Need-based coordination for vault security, maintenance, and operational support.

Local Influencers / Community Stakeholders: Need-based outreach for acquisition, awareness, and local market connect.

Organization details

Business: Financial Services

Unit: Aditya Birla Capital Limited

Location: Across branches in India

Additional notes

This role description also references the need to maintain branch hygiene, safety, security, record keeping, and vault management standards. The position is expected to support zero-tolerance compliance culture, timely grievance resolution, and continuous staff development through coaching, on-the-job training, and regular reviews.