Branch Manager - Allahabad

Job Overview

We are seeking a Branch Manager based in Allahabad, Uttar Pradesh, to lead and oversee all branch operations at Aditya Birla Capital. The role requires driving business growth through new customer acquisition and customer disbursements while ensuring profitability, portfolio quality, compliance, and superior customer service.

Key Responsibilities

• Achieve new Customer Unique ID (CUID) targets and support branch plan growth in line with volume and tonnage objectives.
• Manage onboarding yields, optimize ticket sizes, renewal mixes, and encourage repeat customer engagement while ensuring cost-effective branch functioning.
• Maintain portfolio health by adhering to loan-to-value (LTV) norms, documentation standards, and purity testing protocols; promptly resolve auction and loan default cases.
• Oversee collections and delinquency, including monitoring overdue accounts, following-up timely, and supporting recovery initiatives.
• Ensure audit compliance, close audit findings, eliminate operational deviations, and manage accurate record-keeping including vault management.
• Deliver exceptional customer service through quality, quick turnaround, and effective grievance redressal; maintain branch hygiene, safety, and security standards.
• Lead and manage the branch team including Assistant Branch Manager, Gold Valuer, Gold Loan Officer, and Customer Service Executive, through coaching, training, and performance reviews to meet productivity benchmarks.

Direct Report Role Descriptions

• Assistant Branch Manager: Oversees branch operations, supervises frontline staff, and ensures daily productivity.
• Manager – Gold Valuation: Responsible for precise gold asset valuation, purity checks, risk compliance, and secure handling.
• Gold Loan Officer: Drives customer acquisition, loan disbursement, renewals, and documentation accuracy.
• Customer Service Executive: Provides high-quality service, manages customer transactions, and supports branch operations.

Internal and External Relationships

• Interface regularly with Regional and Cluster Heads for business planning, target reviews, risk management, and governance.
• Coordinate with IT teams weekly for system support, issue resolution, and process improvements.
• Engage with Marketing teams fortnightly for local campaigns, lead generation, and customer engagement.
• Collaborate with Risk, Policy, Audit, Compliance, and HR departments as needed for escalations, training, audit compliance, and hiring support.
• Interact with customers for product queries, service assistance, relationship building, and complaint resolution.
• Work with vendors and security partners to ensure vault safety and operational support.
• Build relations with local community stakeholders and influencers to enhance acquisitions and local brand awareness.