Branch Manager

Role summary

This position leads gold loan operations at the branch level for Aditya Birla Capital Limited within the Financial Services business. The role is accountable for expanding business, protecting portfolio quality, strengthening compliance, and delivering a high standard of customer service while steering the frontline team toward branch targets.

Business context

Aditya Birla Capital Limited is an RBI-registered non-deposit-taking, systemically important NBFC with a pan-India presence and a large diversified lending portfolio. Gold loans form a high-volume secured lending line that depends on disciplined risk controls, correct valuation, purity checks, quick processing, and strong customer trust.

Job purpose

The Branch Manager – Gold Loans is expected to improve branch-level performance, keep operations within policy, and ensure a smooth customer journey. The role must balance growth, yield, collections, and risk control while guiding the team to meet disbursement, acquisition, audit, and portfolio objectives.

Branch scope

• Develop productive relationships with local customers, business partners, authorities, and community influencers to support acquisition.
• Manage the branch team, including the Assistant Branch Manager, Gold Valuer, Gold Loan Officer, and Customer Service Executive, while tracking performance and productivity.
• Ensure all new and renewal transactions are structured correctly, valued accurately, documented properly, and aligned to LTV norms.
• Maintain full compliance with RBI requirements, internal policies, risk procedures, purity testing rules, and audit expectations.
• Track delinquency, yield, tonnage, auction ratio, spurious/bentex cases, and branch growth indicators.

Major challenges

• Growing customer acquisition, disbursement, and tonnage in a competitive local market.
• Maintaining strict LTV discipline, accurate valuation, and purity compliance despite gold price changes.
• Closing spurious and bentex cases quickly while keeping auction-to-book levels under control.
• Resolving 0–30 DPD accounts in time and preventing accounts from slipping further.
• Achieving audit scores above 90% with no tolerance for deviations.
• Creating a dependable customer experience in a sensitive product category where gold is an emotional asset.
• Continuously coaching and motivating frontline staff to sustain sales and service productivity.

Key responsibilities

• Deliver branch business targets for new customer creation, disbursements, tonnage growth, and net growth.
• Improve yield, ticket size, renewal mix, and repeat customer engagement while keeping branch operations cost-effective.
• Protect portfolio quality through LTV discipline, documentation accuracy, purity-testing controls, and timely resolution of suspicious cases.
• Manage collections for overdue accounts, especially the 0–30 DPD bucket, and support recovery actions as needed.
• Maintain audit readiness, close observations on time, and ensure zero tolerance for operational or regulatory breaches.
• Strengthen customer experience through fast turnaround, grievance resolution, safe branch operations, and service quality.
• Lead the branch team through daily reviews, coaching, on-the-job training, and productivity monitoring.

Key result areas

• Business growth and acquisition: Achieve new CUID creation targets, drive customer disbursements, and deliver tonnage growth as per branch plan.
• Yield and profitability: Meet onboarding yield benchmarks, optimize ticket size and renewal mix, and support efficient branch operations.
• Portfolio quality and risk: Keep auction-to-book ratios within target, maintain LTV and documentation standards, and close spurious/bentex cases within set timelines.
• Collections and delinquency management: Resolve 0–30 DPD cases, monitor overdue accounts, and follow internal recovery protocols.
• Compliance, audit, and governance: Secure the required audit score, close findings promptly, and ensure accuracy in records, processes, and vault handling.
• Customer service and branch experience: Provide strong service quality, quick turnaround, grievance closure, and maintain hygiene, safety, and security standards.
• People leadership and productivity: Lead the branch team, run coaching and training, and ensure productivity is aligned to branch benchmarks.

Reporting and team structure

Direct reports may include the Assistant Branch Manager, Manager – Gold Valuation, Gold Loan Officer, and Customer Service Executive. The branch manager is expected to set the direction for daily execution, review output, and strengthen capability across the team.

Stakeholder management

• Regional or Cluster Heads: Daily discussions on business planning, target tracking, risk, productivity, and governance.
• IT team: Weekly or need-based coordination for system issues, process improvements, and user support.
• Marketing team: Weekly or fortnightly interaction for local campaigns, lead generation, and customer engagement initiatives.
• Risk, policy, audit, compliance, and HR teams: Need-based coordination for escalations, deviations, training requirements, audit findings, and hiring support.
• Customers: Need-based engagement for product queries, service support, relationship building, and grievance handling.
• Vendors and security partners: Need-based interaction for vault security, systems, and operational support.
• Local influencers and community stakeholders: Need-based outreach for branch awareness, acquisition, and local presence building.

Organization details

Business: Financial Services

Unit: Aditya Birla Capital Limited

Location: Across branches in India

Additional information

This JD template indicates that the business, unit, location, reporting line, and date of JD updation are to be completed. The branch manager role is placed across branches in India, and the business focus is gold loans within the financial services function.