Job Description – Branch Manager (Gold Loans)

Job Title: Branch Manager – Gold Loans
Department: Gold Loans
Reporting To: Area Head / Regional Manager – Gold Loans
Location: As Assigned

Job Purpose

The Branch Manager is responsible for managing the overall branch operations and driving business growth in the Gold Loan business. The role involves achieving business targets, ensuring operational excellence, maintaining portfolio quality, delivering superior customer service, and ensuring adherence to regulatory and company policies. The Branch Manager will lead and supervise the branch team, including Manager Valuation and Officer Valuation.

Key Responsibilities

Business Development & Revenue Growth

• Achieve branch-level Gold Loan business targets and profitability objectives.
• Drive customer acquisition, retention, and portfolio growth.
• Develop local marketing initiatives and business generation activities.
• Build strong relationships with customers, referral partners, and local influencers.
• Ensure cross-selling of company products and services.

Branch Operations Management

• Oversee day-to-day branch operations and ensure smooth functioning.
• Monitor loan processing, disbursement, renewals, and closures.
• Ensure branch productivity and operational efficiency.
• Maintain branch infrastructure, security, and asset management.

Credit & Risk Management

• Ensure proper appraisal and valuation of pledged gold.
• Monitor portfolio quality and delinquency levels.
• Initiate recovery actions and control overdue accounts.
• Ensure adherence to risk management and fraud prevention guidelines.

Team Management

• Lead, guide, and motivate branch employees to achieve business objectives.
• Supervise Manager Valuation and Officer Valuation teams.
• Conduct regular performance reviews and coaching sessions.
• Identify training and development needs of branch staff.

Compliance & Governance

• Ensure strict adherence to company policies, RBI guidelines, and regulatory requirements.
• Maintain accurate branch records and documentation.
• Ensure compliance with audit requirements and timely closure of observations.
• Promote a culture of ethical business practices and compliance.

Customer Service

• Deliver exceptional customer experience and service quality.
• Resolve customer complaints and escalations promptly.
• Ensure customer satisfaction and strengthen customer relationships.

Key Performance Indicators (KPIs)

• Branch Business Achievement
• Portfolio Growth
• Profitability
• Collection Efficiency
• Portfolio Quality (NPA/Delinquency Control)
• Customer Acquisition and Retention
• Audit Compliance Score
• Team Productivity and Engagement

Educational Qualification

• Graduate in any discipline.
• MBA or Post-Graduate qualification preferred.

Experience

• 5–10 years of experience in Gold Loans, Banking, NBFC, Financial Services, or related sectors.
• Minimum 2–3 years of experience in branch operations and team handling.
• Strong understanding of Gold Loan operations, appraisal processes, collections, and compliance requirements.

Skills & Competencies

• Leadership and Team Management
• Business Development & Sales Management
• Customer Relationship Management
• Gold Loan Product Knowledge
• Credit and Risk Assessment
• Operational Excellence
• Collection & Recovery Management
• Communication and Interpersonal Skills
• Analytical and Problem-Solving Skills

Direct Reports

• Manager Valuation
• Officer Valuation
• Branch Operations Staff (where applicable)

Preferred Candidate Profile

• Proven track record in achieving business targets.
• Strong customer orientation and relationship management skills.
• Ability to manage branch profitability and operational efficiency.
• Sound knowledge of regulatory and compliance requirements applicable to Gold Loans and NBFC operations.