Branch Manager - Bhavnagar

Job Overview

The role supports the Branch Manager in managing daily operations, overseeing frontline team members, ensuring operational excellence, and maintaining strict adherence to regulatory compliance. It focuses on portfolio discipline and providing a superior customer experience at the branch.

Key Responsibilities

• Develop community partnerships to aid branch's new customer acquisition and renewal efforts.
• Oversee staff including GLOs, Valuer, and CSE by conducting daily meetings, delegating workloads, and reviewing team productivity.
• Ensure proper handling of documentation, system data entries, and application of Loan-to-Value ratios for new and renewal cases.
• Enforce compliance with internal policies and regulatory guidelines such as KYC/AML, valuation procedures, vault protocols, and audit readiness.
• Monitor portfolio health by tracking renewals, overdue accounts, and risk indicators, assisting with timely collections and resolving issues.

Job Context and Challenges

Aditya Birla Capital Limited (ABCL) is a Systematically Important NBFC with a nationwide presence and a large lending portfolio. It provides a variety of lending products across retail, MSME, corporate, and wealth management segments. The Gold Loans product represents a significant secured lending offering characterized by high volume and quick turnaround, requiring careful risk and valuation management alongside customer trust.

The Assistant Branch Manager acts as the deputy leader, ensuring smooth daily operations while balancing sales goals and risk controls. Key challenges include maintaining high productivity with accuracy and turnaround times, upholding stringent audit and compliance standards, monitoring timely renewals and early delinquencies, and delivering consistent customer service during high demand periods.

Key Result Areas

• Business Support & Acquisition: Support lead generation, customer conversions, renewals, and local outreach.
• Operational Excellence & Process Compliance: Promote adherence to SOPs in documentation, valuations, and vault operations.
• Portfolio & Risk Oversight: Track early risk indicators, ensure LTV compliance, and work with collections teams according to guidelines.
• Customer Service: Provide prompt responses to customer queries and maintain standardized service quality.
• Team Supervision & Productivity: Lead daily huddles, monitor MIS reports, and deliver on-the-job coaching to frontline staff.

Direct Reports

This position does not have any direct reports.

Key Relationships

• Internal: Collaborates daily with the Branch Manager for planning, reviewing activities, addressing escalations, and governance; coordinates weekly or as needed with Risk, Policy, Audit, and Compliance teams to clarify issues and close observations; interacts with IT and Marketing teams on campaign support and system issues as required.
• External: Engages with customers as necessary for service support, renewals, and handling grievances; coordinates with vendors and security partners for vault and facility support.