Branch Manager - Gold Loan

Role Purpose
To lead and manage the end-to-end operations of a Gold Loan branch, driving business growth, ensuring operational excellence, maintaining portfolio quality, and delivering superior customer experience while adhering to regulatory and risk guidelines.

Key Responsibilities

Business Delivery & Growth
- Drive Gold Loan portfolio growth through branch walk-ins, local sourcing, and cross-selling initiatives
- Plan and execute local marketing and sales campaigns to increase customer acquisition and branch visibility
- Achieve monthly targets for loan disbursement, revenue, and profitability
- Identify new business opportunities within the catchment area

Branch Operations Management
- Oversee daily branch operations ensuring smooth and efficient functioning
- Ensure proper gold appraisal, loan processing, and disbursement as per company policies
- Monitor cash management, documentation, and audit readiness
- Maintain adherence to regulatory requirements, internal controls, and compliance standards

Customer Experience & Relationship Management
- Build strong customer relationships to drive repeat business and referrals
- Ensure high-quality service delivery and resolution of customer queries
- Handle escalations and ensure customer satisfaction levels are consistently high

Team Management & Capability Building
- Lead, train, and motivate branch staff to achieve performance goals
- Conduct regular team meetings to align on targets and performance expectations
- Drive a high-performance culture through coaching, mentoring, and feedback
- Manage staffing, onboarding, and performance reviews

Portfolio Quality & Risk Management
- Ensure quality of gold loan portfolio with strong focus on risk mitigation
- Monitor overdue accounts, initiate recovery actions, and control NPAs
- Ensure accurate assessment of gold collateral and fraud prevention

Financial & Cost Management
- Monitor branch profitability, cost control, and resource allocation
- Track key financial metrics including yield, cost-to-income ratio, and operating expenses

Reporting & MIS
- Maintain accurate records of branch performance (business, operations, collections)
- Share periodic reports with regional/zonal leadership
- Track and analyze branch performance vs targets
Key Skills & Competencies
- Gold Loan Operations & Appraisal
- Sales & Business Development
- Team Leadership & People Management
- Customer Relationship Management
- Risk & Compliance Orientation
- Financial Acumen & Analytical Skills
- Strong Local Market Understanding
- Communication & Stakeholder Management

Educational Qualification
- Graduate (preferred: Commerce / Finance / Business)
- Certifications in gold appraisal or financial services (preferred)