BM - Gold Loan - Hyd

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Job Description – Branch Manager (Gold Loans)

Business: Financial Services

Unit: Aditya Birla Capital Limited

Location: Across Branches in India

Designation: Branch Manager – Gold Loans

Reports To: Area Business Head / Area Head

Direct Reports: Manager Valuation, Officer Valuation, Branch Operations & Sales Team (where applicable)

Prepared with reference to the Manager – Gold Valuation JD shared by you. [JD - Manag...Valuation | Word]Managing Existing RelationshipsStructuring New TransactionsCompliance of Regulatory GuidelinesPortfolio Monitoring3) Job Context & Major ChallengesOrganization Context

• Job Purpose To drive overall branch performance by managing business growth, profitability, portfolio quality, customer service, compliance, and operational excellence. The Branch Manager is accountable for end-to-end branch operations, including customer acquisition, loan disbursement, collections, cross-sell, risk management, and supervision of valuation activities through Manager Valuation and Officer Valuation to ensure secure and compliant gold loan operations. [JD - Manag...Valuation | Word]
• DimensionsNew Relationship
• Drive customer acquisition and branch business growth through local market development and lead generation activities.
• Build strong relationships with customers, influencers, and channel partners.
• Ensure superior customer experience and retention.
• Manage branch portfolio, renewals, collections, and customer servicing.
• Ensure accurate assessment, documentation, valuation, and loan disbursement as per approved policies.
• Monitor adherence to LTV norms and underwriting guidelines.
• Ensure strict compliance with company policies, audit requirements, regulatory guidelines, and operational SOPs.
• Maintain branch readiness for internal and external audits.
• Monitor branch profitability, asset quality, overdue management, auction cases, and risk indicators.
• Ensure timely corrective actions on portfolio deviations.
  
  

The Gold Loan business operates in a highly competitive environment where customer turnaround time, trust, operational accuracy, and portfolio quality play a critical role in business success. The Branch Manager serves as the single-point owner for branch performance, customer satisfaction, risk management, and team effectiveness. [JD - Manag...Valuation | Word]

Job Context

The role is responsible for managing the entire branch business and operations while ensuring sustainable portfolio growth, adherence to compliance standards, operational integrity, and effective people management.

Key Challenges

• Achieving business growth while maintaining portfolio quality.
• Managing branch profitability and productivity.
• Ensuring zero tolerance towards operational and valuation deviations.
• Preventing fraud, spurious gold, and policy violations.
• Maintaining customer experience amidst high transaction volumes.
• Managing collections and recovery efficiency.
• Building and retaining a high-performing branch team.
  
  

4) Key Result Areas (KRAs)

Key Result AreaSupporting Actions

Branch Business Growth Achieve branch targets for disbursement, portfolio growth, revenue, and profitability.

Customer Acquisition Drive local marketing initiatives and acquire new customers.

Portfolio Quality Management Monitor delinquency, NPA trends, renewals, and collections efficiency.

Gold Loan Operations Ensure accurate valuation, documentation, loan processing, and secure handling of pledged gold.

Team Management Lead, coach, monitor, and develop Manager Valuation, Officer Valuation, and branch staff.

Customer Service Excellence Ensure superior customer experience and timely grievance resolution.

Compliance & Audit Management Ensure adherence to SOPs, regulatory requirements, audit controls, and risk guidelines.

Risk & Fraud Prevention Strengthen controls against spurious gold, operational lapses, and fraud incidents.

Cross-Sell & Productivity Drive sales of other financial products and improve branch productivity metrics.

Collections & Auction Management Monitor overdue accounts, support recovery efforts, and ensure auction readiness as per policy.

• Job Purpose of Direct ReportsManager Valuation Responsible for accurate gold purity testing, valuation, safe handling of pledged ornaments, risk assessment, and compliance with valuation SOPs while supporting customer acquisition and loan disbursement activities. [JD - Manag...Valuation | Word] Officer Valuation Responsible for conducting gold testing and valuation activities, maintaining documentation, ensuring secure handling of gold ornaments, and supporting branch operations with adherence to established procedures. [JD - Manag...Valuation | Word]
• Relationships
  
  

Relationship TypeFrequencyNature

Area Head / Regional Head Daily / Weekly Business reviews, target achievement, portfolio management, escalations.

Risk & Audit Team Need-Based Compliance monitoring, audit closure, risk management.

Operations Team Daily Process adherence, transaction approvals, operational support.

HR Team Need-Based Manpower planning, employee engagement, performance management.

Customers Daily Business generation, servicing, grievance handling, retention.

Local Influencers & Channel Partners Regular Business development and market penetration.

Security Vendors & Facilities Team Need-Based Asset security, branch infrastructure, vault management.

Educational Qualification

• Graduate in any discipline (MBA preferred).
  
  

Experience

• 5–10 years of experience in Gold Loans, Retail Lending, NBFC, Banking, or Financial Services.
• Proven experience in branch management, business development, portfolio management, and team handling.
  
  

Key Competencies

• Business Development & Sales Management
• Team Leadership
• Portfolio & Collections Management
• Risk & Compliance Management
• Customer Relationship Management
• Operations & Process Excellence
• Decision Making
• Market Intelligence
• Negotiation Skills
• People Development
  
  

Reporting Structure

Area Head / Regional Head

↓

Branch Manager

• Manager Valuation
• Officer Valuation
  
  

This structure positions the Branch Manager as the overall owner of branch business, operations, valuation controls, portfolio quality, and team performance.