Branch Manager

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
1. 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
2. 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
3. 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

4. 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
5. 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
6. Financial Cost Management
- Monitor branch profitability, cost control, and resource allocation
- Track key financial metrics including yield, cost-to-income ratio, and operating expenses
7. 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)