Branch Manager - Dehradun

Organization Overview

Aditya Birla Capital Limited is an RBI-registered non-deposit taking NBFC classified as systemically important. It is among India’s leading diversified private NBFCs and, as of 31-Sep’25, operates across India with a lending book of approximately Rs. 139,500 crores.

The company provides end-to-end lending solutions to a wide customer base including retail borrowers, HNI customers, MSMEs, and mid-to-large corporates. Its portfolio spans secured and unsecured offerings such as small-ticket retail loans, personal loans, business loans, health and education loans, digital B2B2C and B2B2B lending, small business secured loans, loans against property, lease rental discounting, construction finance, SME loans, capital markets loans against shares, supply chain finance, mid and large corporate lending, infrastructure finance, and wealth management services.

The organization is rated AAA by India Ratings, ICRA, and CARE, with reaffirmations in 2020. It has also received the ABG Business Excellence Award in 2017 (Silver), 2015 (Bronze), along with several other recognitions from forums such as CII.

Business Context

Gold loans form an important secured lending line where performance depends on high throughput, quick turnaround, and strong discipline around risk, valuation, purity checks, and customer confidence.

Role Summary

The Branch Manager is responsible for running gold loan business at the branch level. The role is accountable for revenue generation, portfolio health, and operational control while balancing growth, yield improvement, and compliance. It also includes managing a small but impactful team and ensuring effective branch-level risk oversight.

Key Challenges

• Growing customer acquisition, disbursement volume, and tonnage in highly competitive local markets.
• Keeping LTV within strict limits, ensuring gold purity compliance, and delivering accurate valuation despite gold price movement.
• Closing spurious and bentex cases within timelines and reducing auction-to-book ratio.
• Improving recovery in the 0–30 DPD bucket and preventing accounts from slipping further.
• Maintaining branch audit scores above 90% with no tolerance for deviations.
• Providing a strong customer experience in a highly sensitive product where the asset has emotional value.
• Engaging, coaching, and developing frontline employees to sustain sales and service productivity.

Key Result Areas

Business Growth & Acquisition: Deliver targets for new CUID creation, drive new customer disbursements according to percentile role benchmarks, and ensure net as well as tonnage growth in line with the branch plan.

Yield & Profitability Management: Meet onboarding yield targets, improve ticket size, strengthen renewal mix, and encourage repeat customer usage while keeping branch operations cost-effective.

Portfolio Quality & Risk Management: Maintain the auction-to-book ratio, follow LTV, documentation, and purity testing standards rigorously, and resolve spurious and bentex cases within the defined timeline.

Collections & Delinquency Management: Achieve resolution targets for the 0–30 DPD segment, monitor overdue accounts closely, and support recovery actions as per internal policy.

Compliance, Audit & Governance: Secure the expected audit score, close audit observations promptly, avoid operational deviations and regulatory lapses, and ensure accuracy in processing, records, and vault management.

Customer Service & Branch Experience: Maintain high service standards, fast turnaround, and smooth complaint handling while upholding branch hygiene, safety, and security.

People Leadership & Productivity: Lead ABM, Gold Valuer, GLO, and CSE on day-to-day performance, provide coaching and on-the-job training, and ensure manpower productivity meets branch benchmarks.

Direct Report Purpose

• Assistant Branch Manager: Supports branch operations, supervises frontline staff, and helps drive daily output.
• Manager – Gold Valuation: Handles precise valuation, purity verification, risk compliance, and secure gold handling.
• Gold Loan Officer: Brings in customers, supports disbursement and renewals, and keeps documentation accurate.
• Customer Service Executive: Manages customer-facing service transactions and supports smooth branch operations.

Key Relationships

Internal: Daily coordination with Regional or Cluster Heads for planning, target reviews, risk, productivity, and governance. Weekly or need-based interaction with IT for system support and process improvements. Weekly or fortnightly engagement with Marketing for local campaigns, lead generation, and customer engagement initiatives. Weekly or need-based coordination with Risk, Policy, Audit, Compliance, and HR for escalations, deviations, training needs, audit points, and hiring support.

External: Need-based interaction with customers for product queries, service support, relationship building, and grievance resolution. Engagement with vendors and security partners for vault security, maintenance, and operational support. Coordination with local influencers and community stakeholders for acquisitions, outreach, and awareness-building.

Additional Information

This role requires strong branch-level ownership across sales, service, risk, compliance, collections, and team leadership within the gold loan business.