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]
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]
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Drive customer acquisition and branch business growth through local market development and lead generation activities.
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Build strong relationships with customers, influencers, and channel partners.
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Ensure superior customer experience and retention.
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Manage branch portfolio, renewals, collections, and customer servicing.
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Ensure accurate assessment, documentation, valuation, and loan disbursement as per approved policies.
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Monitor adherence to LTV norms and underwriting guidelines.
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Ensure strict compliance with company policies, audit requirements, regulatory guidelines, and operational SOPs.
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Maintain branch readiness for internal and external audits.
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Monitor branch profitability, asset quality, overdue management, auction cases, and risk indicators.
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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]
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.
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Achieving business growth while maintaining portfolio quality.
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Managing branch profitability and productivity.
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Ensuring zero tolerance towards operational and valuation deviations.
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Preventing fraud, spurious gold, and policy violations.
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Maintaining customer experience amidst high transaction volumes.
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Managing collections and recovery efficiency.
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Building and retaining a high-performing branch team.
Key Result Area
Supporting 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.
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]
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]
Relationship Type
Frequency
Nature
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.
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Graduate in any discipline (MBA preferred).
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5–10 years of experience in Gold Loans, Retail Lending, NBFC, Banking, or Financial Services.
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Proven experience in branch management, business development, portfolio management, and team handling.
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Business Development & Sales Management
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Team Leadership
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Portfolio & Collections Management
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Risk & Compliance Management
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Customer Relationship Management
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Operations & Process Excellence
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Decision Making
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Market Intelligence
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Negotiation Skills
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People Development
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.
