Branch Manager - Gold Loan

Role overview

The Branch Manager for Gold Loans owns the branch’s overall performance, with responsibility for business growth, compliance discipline, customer experience, and portfolio health. This position leads the on-ground team to deliver disbursements, acquire new customers, optimize yield, manage collections, strengthen audit outcomes, and maintain strong operational controls.

Business and organization context

Aditya Birla Capital Limited is a registered non-deposit taking systematically important NBFC with a nationwide presence and a diversified lending portfolio. The company serves retail, HNI, MSME, and corporate customers through a wide range of secured and unsecured lending solutions, along with wealth management services. The organization is rated AAA by India Ratings, ICRA, and CARE, and has received multiple industry recognitions.

What the branch manager role covers

Gold Loans is a high-volume secured lending business that requires quick turnaround, disciplined valuation, rigorous purity checks, and strong customer trust. The branch manager is expected to balance growth with risk control, ensuring the branch meets revenue objectives while following internal governance standards and regulatory requirements.

Key responsibilities

• Build and sustain relationships with local customers, business partners, authorities, and community influencers to expand branch-level acquisition.
• Lead the branch team, including the Assistant Branch Manager, Gold Valuer, Gold Loan Officer, and Customer Service Executive, and review their day-to-day productivity.
• Ensure accurate gold valuation, compliant loan structuring within LTV limits, and complete documentation for both fresh and renewal loans.
• Maintain strict adherence to RBI guidelines, internal policies, purity testing processes, risk controls, and audit expectations.
• Track key portfolio indicators such as delinquencies, yield, tonnage, auction ratios, spurious/bentex cases, and overall branch growth.
• Drive new customer creation and disbursement volumes in line with branch targets.
• Optimize onboarding yield, ticket size, renewal mix, repeat business, and operating efficiency.
• Monitor overdue accounts, support recovery efforts, and help resolve accounts in the 0–30 DPD bucket.
• Protect portfolio quality by ensuring correct documentation, strong valuation discipline, and timely closure of exceptions and adverse cases.
• Deliver strong customer service, fast turnaround, grievance resolution, branch hygiene, and safety standards.
• Coach team members through training, performance reviews, and ongoing guidance to improve productivity.
• Manage branch records, vault controls, and operational governance with a zero-tolerance approach to deviations.

Performance expectations

The role is measured on growth in new customer acquisition, disbursement and tonnage, yield performance, portfolio quality, collections, audit scores, customer service, and people productivity. The branch manager is expected to create a high-performing branch environment while keeping risk and compliance tightly controlled.

Direct reports

• Assistant Branch Manager: Supports branch operations, supervises frontline execution, and helps drive daily performance.
• Manager – Gold Valuation: Handles accurate valuation, purity verification, risk discipline, and secure custody of gold assets.
• Gold Loan Officer: Focuses on customer acquisition, disbursement, renewals, and accurate documentation.
• Customer Service Executive: Manages customer interactions, service transactions, and support for branch operations.

Key working relationships

Internal: The role works daily with regional and cluster leadership on targets, planning, risk, productivity, and governance. It also interacts with IT, marketing, and support functions such as risk, policy, audit, compliance, and HR on a weekly or need-based basis.

External: The branch manager engages with customers for service and relationship management, with vendors and security partners for operational support, and with local influencers and community stakeholders to support outreach and awareness.

Major challenges

• Growing acquisition, disbursement, and tonnage in competitive local markets.
• Maintaining accurate valuation, LTV discipline, and purity compliance while gold prices fluctuate.
• Resolving spurious and bentex cases quickly and keeping auction-to-book levels under control.
• Managing 0–30 DPD collections and preventing slippage.
• Achieving audit scores above 90% with no tolerance for major deviations.
• Delivering a consistent customer experience in a product category where the pledged asset has high emotional value.
• Keeping frontline employees motivated, productive, and well-developed through continuous coaching.

Additional information

Organization: Aditya Birla Capital

Location: Raya Mathura, Uttar Pradesh, India

Employment type: Full-time, onsite