Branch Manager - Allahabad

Role overview

This role is responsible for running branch operations in Allahabad with a strong focus on growth, profitability, customer experience, compliance, and team productivity. The position requires driving business outcomes while maintaining controls, service standards, and operational discipline.

Key result areas

The role covers the following performance areas and associated actions, with up to 10 KRAs allowed:

• Business growth and acquisition: Build the branch business by increasing new CUID creation, improving new customer disbursements against benchmark expectations, and delivering net growth and tonnage growth as planned for the branch.
• Yield and profitability management: Meet yield targets for onboarding, improve ticket size and renewal mix, encourage repeat customer engagement, and keep branch operations cost-effective.
• Portfolio quality and risk control: Protect portfolio health by maintaining the auction-to-book ratio, following LTV limits, documentation standards, and purity testing requirements, and closing spurious and bentex cases within the required timelines.
• Collections and delinquency management: Drive resolution in the 0–30 DPD bucket, monitor overdue accounts closely, carry out timely follow-ups, and support recovery measures in line with internal policy.
• Compliance, audit, and governance: Deliver the required audit score, close audit observations, maintain zero tolerance for process lapses and regulatory violations, and ensure accurate records and vault management.
• Customer service and branch experience: Provide high service quality, fast turnaround, and effective grievance handling while keeping the branch clean, safe, and secure.
• People leadership and productivity: Lead ABM, Gold Valuer, GLO, and CSE teams on a daily basis, coach them on the job, conduct reviews, and ensure manpower productivity meets branch standards.

Direct report objectives

• Assistant Branch Manager: Helps manage branch operations, oversees frontline execution, and supports daily productivity delivery.
• Manager – Gold Valuation: Carries out accurate valuation, verifies purity, follows risk controls, and manages gold assets safely.
• Gold Loan Officer: Brings in customers, supports disbursement growth, handles renewals, and keeps documentation accurate.
• Customer Service Executive: Provides a strong customer experience, handles service transactions, and supports branch operations.

Stakeholder interaction

The role requires regular coordination with internal and external stakeholders to achieve business and control objectives.

• Regional / Cluster Heads: Daily discussions on business planning, target reviews, risk, productivity, and governance.
• IT Team: Weekly or need-based interaction for system issues, process improvements, and user support.
• Marketing Team: Weekly or fortnightly coordination for local campaigns, lead generation, and customer engagement initiatives.
• Risk, Policy, Audit, Compliance, HR: Weekly or need-based engagement for escalations, deviations, training needs, audit observations, and hiring support.
• Customers: Need-based contact for product queries, service support, relationship building, and grievance resolution.
• Vendors / Security Partners: Need-based interaction for vault security, system maintenance, and operational support.
• Local Influencers / Community Stakeholders: Need-based outreach for acquisition support, local engagement, and awareness building.

Additional information

• The role description mentions that key result areas should typically be between 4 and 7, with a maximum of 10 KRAs allowed.
• Supporting actions are expected for each KRA.
• For direct reports, the document specifies that their job purpose should normally be described in 2 to 3 lines each.
• For relationship mapping, the source asks for relationship type, frequency, and nature, with character limits noted for certain fields.