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Resolve escalated customer issues and provide effective, timely solutions to maintain high levels of customer satisfaction and preserve brand reputation.
₹25,000 - ₹60,000 a month
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Branch Manager-Dehradun

Aditya Birla Group -
Uttarakhand

Apply Now

Job details

9 days ago

Qualifications

Customer service

Full job description

Designation:

Location: India Uttarakhand 97 Rajpur Road, Dehradun

Organization: Financial Services

Job Description:

Organization Context

Aditya Birla Capital Limited ("NBFC") is registered with RBI as a Systematically Important Non-Deposit accepting Non-Banking Finance Company (NBFC). ABCL is one of the top private diversified NBFCs in India. As of 31-Sep’25, ABCL has a pan-India presence with a lending book of approx. Rs. 139,500 Crores.

ABCL offers end-to-end lending solutions to a diverse set of customers - Retail, HNI, MSMEs, and Mid & Large Corporates through secured as well as unsecured loan products. The diverse range of lending products includes Retail Small Ticket Secured and Unsecured Loans, Unsecured Personal Loans, Unsecured Business Loans, Health & Education Loans, Digital B2B2C and B2B2B Small Ticket Loans, Small Business Secured Loans, Loans Against Property (LAP), Lease Rental Discounting (LRD), Construction Finance (to Real Estate Developers), SME Loans, Capital Markets Loans (Loan Against Shares), Supply Chain Finance, Mid and Large Corporate Loans, and Infrastructure Finance loans. ABCL also has a Wealth Management division.

ABCL is rated “AAA” by India Ratings, ICRA and CARE (reaffirmed in 2020). ABCL secured the ABG Business Excellence Award in 2017 (Silver), and 2015 (Bronze), and multiple other Awards on forums like CII.

Business Context

Gold Loans is a key secured lending product with high volume, fast turnaround expectations and requires strict discipline in risk, valuation, purity testing, and customer trust management.

Job Context:

The Branch Manager executes gold loan business at the branch level, ensuring revenue, portfolio quality, and operational governance. The role balances growth, yield optimization, and compliance while managing a small but high?impact team and ensuring branch-level risk controls

Key Challenges:

Achieving aggressive customer acquisition, disbursement and tonnage growth in competitive local markets.
Maintaining strict LTV adherence, gold purity compliance, and accurate valuation amid gold price fluctuations.
Ensuring timely closure of spurious/bentex cases and minimizing auction-to-book ratio.
Driving collection resolutions for 0–30 DPD while preventing slippages.
Ensuring branch audit scores >90% with zero tolerance deviations.
Delivering consistent customer experience in high-sensitivity product category (emotional asset).
Motivating and developing frontline staff for continuous sales and service productivity

4) Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For most jobs typically there could be 4- 7 key result areas)- Maximum 10 KRAs can be updated

Key Result Areas (Max 1325 Characters)

Supporting Actions (Max 1325 Characters)

Business Growth & Acquisition

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.

Yield & Profitability Management

Achieve onboarding yield benchmarks
Drive optimal ticket size, renewal mix, and repeat customer engagement.
Ensure cost-efficient branch operations.

Portfolio Quality & Risk Management

Maintain auction-to-book ratio
Ensure strict adherence to LTV, documentation quality, and purity testing protocols.
Resolve spurious and bentex cases within defined timelines

Collections & Delinquency Management

Deliver resolution for 0–30 DPD bucket.
Monitor overdue accounts and perform timely follow-up.
Support recovery actions as per internal guidelines.

Compliance, Audit & Governance

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.

Customer Service & Branch Experience

Ensure high service quality, fast turnaround time, and seamless grievance resolution.
Maintain branch hygiene, safety, and security standards.

People Leadership & Productivity

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

5) Job Purpose of Direct Reports: Describe the job purpose of the direct report/s to the job (in 2-3 lines for each report)

Assistant Branch Manager: Support branch business operations, supervise frontline staff, and drive daily productivity.
Manager – Gold Valuation: Ensure accurate valuation, purity checks, risk adherence, and secure handling of gold assets.
Gold Loan Officer: Acquire customers, drive disbursement, manage renewals, and maintain documentation accuracy.
Customer Service Executive: Deliver superior customer experience, manage service transactions, and support branch operations.

6) Relationships: Describe the nature and purpose of most important contacts or relationship (except superior/team members) with individuals, departments, organizations inside and outside of the organization, that job is required to interact with to deliver the job objectives

Relationship Type (Max 80 Characters)

Frequency

Nature (Max 1325 Characters)

Internal

Regional / Cluster Heads

Daily

Business planning, target reviews, risk, productivity, and governance discussions.

IT Team

Weekly / Need-based

System issues, process enhancements, user support.

Marketing Team

Weekly / Fortnightly

Local campaigns, lead generation, customer engagement programs.

Risk, Policy, Audit, Compliance, HR

Weekly / Need-based

Escalations, deviations, training needs, audit observations, hiring support.

External

Customers

Need-based

Product queries, service support, relationship building, grievance resolution.

Vendors / Security Partners

Need-based

Vault security, system maintenance, operational support.

Local Influencers / Community Stakeholders

Need-based

Acquisitions, outreach, local awareness building.

Apply Now

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program officer jobs in uttarakhand

Branch Manager-Dehradun

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Academic Officer

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Client Relationship Officer

Retail Officer

Client Relationship Officer

Admission Officer

Project Officer

CTO (Chief Technology Officer)

Chief Financial Officer (CFO)

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Medical Officer

Collection Manager-TL-Field Collections

Social Protection Officer

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Job Description:

4) Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For most jobs typically there could be 4- 7 key result areas)- Maximum 10 KRAs can be updated

5) Job Purpose of Direct Reports: Describe the job purpose of the direct report/s to the job (in 2-3 lines for each report)

6) Relationships: Describe the nature and purpose of most important contacts or relationship (except superior/team members) with individuals, departments, organizations inside and outside of the organization, that job is required to interact with to deliver the job objectives

Relationship Type (Max 80 Characters)

Frequency

Nature (Max 1325 Characters)

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