Branch Manager - Retail Gold Loan - Makrana Kuchaman

Role Overview

The Branch Manager for Gold Loans is accountable for branch-level business delivery, customer experience, compliance, and portfolio health. The position is responsible for leading the on-ground team to meet disbursement, acquisition, yield, audit, collection, and risk goals while keeping operations tightly governed.

Business Context

This role sits within Financial Services under Aditya Birla Capital Limited and is part of the gold loan business. Gold loans are a fast-moving secured lending product that depends on careful valuation, purity checks, customer confidence, and disciplined risk controls.

Job Purpose

The purpose of the role is to run gold loan operations at branch level in a way that supports growth, protects portfolio quality, and ensures strong compliance. The Branch Manager must balance business expansion, operational discipline, and customer service while managing a compact but high-impact frontline team.

Scope and Dimensions

• Build and maintain relationships with local customers, business partners, authorities, and community influencers to expand branch sourcing.
• Supervise branch staff including the Assistant Branch Manager, Gold Valuer, Gold Loan Officer, and Customer Service Executive, with a focus on productivity and performance.
• Ensure all fresh and renewal transactions are structured correctly, with accurate gold valuation, adherence to loan-to-value limits, and complete documentation.
• Maintain compliance with RBI guidelines, internal policies, risk processes, purity testing standards, and audit requirements.
• Track branch portfolio indicators such as delinquencies, yield, tonnage, auction ratios, spurious/bentex cases, and growth metrics.

Key Challenges

• Growing customer acquisition, disbursement, and tonnage in a highly competitive local market.
• Staying within LTV limits and purity compliance even when gold prices move sharply.
• Closing spurious and bentex cases quickly while keeping auction-to-book levels under control.
• Resolving accounts in the 0–30 DPD bucket and preventing roll-forward slippages.
• Maintaining audit performance above 90% with no tolerance for deviations.
• Delivering a strong service experience in a sensitive product category linked to customers’ emotional assets.
• Coaching and energizing frontline staff so that sales and service productivity remain consistently high.

Key Result Areas

• Drive business growth by meeting targets for new customer creation, fresh disbursements, net growth, and tonnage growth as per branch plan.
• Improve yield and profitability through better ticket sizing, healthier renewal mix, repeat business, and cost-conscious branch operations.
• Protect portfolio quality through strict LTV control, accurate documentation, proper purity testing, and timely closure of spurious/bentex matters.
• Strengthen collections by actively tracking overdue accounts, resolving the 0–30 DPD bucket, and supporting recovery actions as per policy.
• Maintain strong compliance and governance by achieving audit expectations, closing findings on time, and ensuring accurate records and vault management.
• Elevate customer service through quick turnaround times, smooth grievance handling, and safe, clean, secure branch operations.
• Lead people productivity by guiding, coaching, and reviewing the ABM, Gold Valuer, GLO, and CSE against branch benchmarks.

Direct Reports

• Assistant Branch Manager: Supports daily branch operations, oversees frontline execution, and helps drive productivity.
• Manager – Gold Valuation: Manages accurate valuation, purity verification, risk checks, and safe handling of gold assets.
• Gold Loan Officer: Brings in customers, supports disbursement growth, handles renewals, and keeps documentation accurate.
• Customer Service Executive: Handles customer service interactions, supports transactions, and assists with branch operations.

Stakeholder Interactions

The role works closely with internal and external stakeholders on a regular basis.

• Regional / Cluster Heads: Daily discussions on business planning, target review, risk, productivity, and governance.
• IT Team: Weekly or as needed support for system issues, process improvements, and user assistance.
• Marketing Team: Weekly or fortnightly coordination for local campaigns, lead generation, and customer engagement.
• Risk, Policy, Audit, Compliance, HR: Weekly or need-based coordination for escalations, deviations, training, audit observations, and hiring support.
• Customers: Need-based engagement for product queries, service support, relationship building, and grievance resolution.
• Vendors / Security Partners: Need-based interaction for vault security, system maintenance, and operational support.
• Local Influencers / Community Stakeholders: Need-based outreach for acquisition, awareness, and local market engagement.

Organization Context

Aditya Birla Capital Limited is a registered NBFC with RBI and operates as a systemically important, non-deposit accepting finance company. It has a broad national footprint and offers a wide range of secured and unsecured lending solutions to retail, HNI, MSME, and corporate customers, along with wealth management services. The organization has also earned strong credit ratings and industry recognition for its performance.

Additional Information

The source mentions that basic details such as business, unit, location, reporting line, and JD update date should be filled in the internal format. It also notes that the position is across branches in India, with this posting titled for Makrana Kuchaman in Rajasthan, India. No salary, stipend, start date, application deadline, or vacancy count was provided.

Terms and Conditions

Operational standards highlighted for the role include strict adherence to regulatory guidelines, zero tolerance for process deviations, proper record keeping, vault discipline, branch hygiene, safety, and security. The role also requires consistent performance on audit, collections, and governance parameters.