Branch Manager

About This Role

The Branch Manager for Gold Loans is responsible for driving branch-level business performance, ensuring compliance, delivering superior customer experience, and maintaining portfolio quality. This role leads the frontline team to achieve various KPIs while upholding operational governance.

Responsibilities

• Drive branch-level business performance for gold loans
• Ensure compliance with regulations and internal policies
• Deliver superior customer experience
• Maintain portfolio quality
• Lead the frontline team to achieve disbursement, new customer acquisition, yield, audit, collections, and risk KPIs
• Uphold operational governance
• Build strong relationships with local customers, partners, authorities, and community influencers to drive branch customer acquisition
• Lead and supervise branch staff including ABM, Gold Valuer, GLO, and CSE; ensure productivity and performance management
• Ensure accurate gold valuation, loan structuring within LTV norms, and proper documentation for all new and renewal transactions
• Ensure strict adherence to RBI norms, internal policies, risk processes, purity testing, and audit standards
• Monitor delinquencies, yield, tonnage, auction ratios, spurious/bentex cases, and branch growth metrics
• Achieve targets for new CUID creation
• Drive new customer disbursements as per percentile role benchmarks
• Ensure net growth and tonnage growth in line with branch plan
• Achieve onboarding yield benchmarks
• Drive optimal ticket size, renewal mix, and repeat customer engagement
• Ensure cost-efficient branch operations
• Maintain auction-to-book ratio
• Ensure strict adherence to LTV, documentation quality, and purity testing protocols
• Resolve spurious and bentex cases within defined timelines
• Deliver resolution for 0–30 DPD bucket
• Monitor overdue accounts and perform timely follow-up
• Support recovery actions as per internal guidelines
• Achieve audit score as defined, ensure closure of audit findings
• Maintain zero-tolerance on operational deviations and regulatory breaches
• Ensure accuracy in process, record keeping, and vault management
• Ensure high service quality, fast turnaround time, and seamless grievance resolution
• Maintain branch hygiene, safety, and security standards
• Lead ABM, Gold Valuer, GLO, and CSE for daily performance
• Conduct coaching, on-the-job training, and reviews
• Ensure manpower productivity as per branch benchmarks

Requirements