Branch Manager - Gold Loan

Role purpose

This position is responsible for managing the branch’s gold loan business end to end. The role focuses on achieving business targets, keeping operations compliant, strengthening customer experience, and protecting portfolio quality. It also involves guiding the frontline team to deliver on disbursement, sourcing, yield, audits, collections, and risk control metrics.

Business scope and operating context

Aditya Birla Capital Limited is a Systematically Important, deposit-free NBFC registered with the RBI. The company is one of India’s leading diversified private NBFCs, with a pan-India presence and a lending book of approximately Rs. 139,500 Crores as of 31-Sep’25. Its lending portfolio spans retail, HNI, MSME, mid and large corporate customers, along with a wealth management business. The company is rated AAA by India Ratings, ICRA, and CARE, and has received multiple business excellence awards.

Gold Loans is a high-volume secured lending product that demands quick turnaround, careful risk management, accurate valuation, purity testing, and strong customer trust. The branch manager must balance growth, yield improvement, compliance, and portfolio discipline while leading a compact but high-impact team.

Key responsibilities

• Build branch-level business by creating new customer relationships and strengthening local connections with customers, partners, authorities, and community influencers.
• Lead and manage the branch team, including ABM, Gold Valuer, GLO, and CSE, while tracking productivity and performance.
• Ensure correct gold valuation, loan structuring within LTV limits, and complete documentation for fresh and renewal cases.
• Maintain strong adherence to RBI requirements, internal policies, risk controls, purity testing standards, and audit expectations.
• Monitor portfolio indicators such as delinquencies, yield, tonnage, auction ratio, spurious and bentex cases, and branch growth.
• Drive acquisition, disbursement, tonnage growth, renewal mix, ticket size, and repeat customer engagement.
• Handle collections and overdue follow-up, especially for the 0–30 DPD bucket, and support recovery actions as required.
• Maintain service quality, quick turnaround, branch hygiene, safety, security, and grievance resolution standards.
• Coach, review, and develop frontline staff to improve sales effectiveness and service productivity.

Requirements

• Ability to lead branch operations and manage a small frontline team.
• Strong understanding of secured lending, gold valuation, LTV controls, and renewal processes.
• Working knowledge of compliance, audit requirements, and operational governance.
• Capability to monitor delinquency, collections, auction risk, and branch profitability metrics.
• Customer-handling skills suited to a high-sensitivity lending product.
• Ability to coordinate with internal stakeholders and external local partners.
• Experience in coaching, performance tracking, and field-level execution.

Challenges in the role

The role comes with high-growth expectations in a competitive local market, strict control requirements around gold purity and loan-to-value norms, and the need to close spurious or bentex-related cases quickly. The branch manager must also prevent slippages, keep audit scores high, deliver strong service in an emotionally sensitive product category, and continuously build team performance.

Direct reports

• Assistant Branch Manager: Supports branch operations, supervises frontline execution, and helps maintain daily productivity.
• Manager – Gold Valuation: Handles accurate valuation, purity checks, risk compliance, and safe custody of gold assets.
• Gold Loan Officer: Drives customer acquisition, disbursement, renewals, and documentation accuracy.
• Customer Service Executive: Delivers customer support, handles service transactions, and assists with branch operations.

Stakeholder interactions

Internal: The role works daily with Regional and Cluster Heads on business planning, target reviews, risk, productivity, and governance. It also coordinates with IT for system support, Marketing for local campaigns and lead generation, and Risk, Policy, Audit, Compliance, and HR teams for escalations, deviations, training, observations, and hiring support.

External: The branch manager interacts with customers for product queries, service support, relationship building, and grievance handling. The role also coordinates with vendors and security partners for vault security, system upkeep, and operational support, and with local influencers or community stakeholders for outreach and customer acquisition.

Performance areas

• Business growth and new customer acquisition, including new CUID creation, disbursement achievement, and tonnage growth.
• Yield and profitability improvement through better ticket size, renewal mix, repeat business, and cost discipline.
• Portfolio quality and risk management, including LTV compliance, documentation quality, purity testing, and resolution of spurious or bentex cases.
• Collections and delinquency control, especially within the 0–30 DPD bucket.
• Compliance, audit performance, governance, record accuracy, vault management, and zero-tolerance control on deviations.
• Customer experience, service turnaround, grievance handling, and branch hygiene and security.
• People leadership, coaching, and productivity management across the branch team.

Organization and business context

Aditya Birla Capital operates as a diversified financial services platform with lending solutions across secured and unsecured products for retail, HNI, MSME, and corporate segments. The gold loan branch must operate with speed, discipline, and accuracy while maintaining trust in a product that is highly sensitive to customer sentiment and asset security.