Branch Manager

Aditya Birla Capital; Gujarat; On-site; INR 1,500,000 - 1,900,000; Full time

Job summary

Aditya Birla Capital Limited is hiring a Branch Manager - Gold Loans to drive branch-level business performance across India. You will lead a frontline team, ensure strict risk controls, and deliver superior customer experience while maintaining portfolio quality.

In this role you will oversee gold valuation, loan structuring within LTV norms, and documentation, build local relationships, monitor delinquencies, and ensure RBI-compliant operations with audit readiness.

Qualifications

• Experience in branch-level lending and gold loans is preferred.
• Strong knowledge of RBI norms and risk controls.
• Proven ability to lead frontline teams and meet KPIs.
• Excellent customer service and governance standards.

Responsibilities

• Build relationships with local customers, partners, authorities and influencers to drive branch acquisition.
• Lead and supervise branch staff including ABM, Gold Valuer, GLO, and CSE.
• Ensure accurate gold valuation, loan structuring within LTV norms and documentation.
• Ensure RBI regulatory compliance and audit readiness.
• Monitor delinquencies, yield, and branch growth metrics.
• Maintain branch security and operational governance.

Skills

Leadership

Gold loan

Regulatory compliance

Customer acquisition

Team management

Job description

Business

Financial Services

Unit

Aditya Birla Capital Limited

Location

Across branches in India

Job Purpose

The Branch Manager - Gold Loans is responsible for driving branch-level business performance, ensuring compliance, delivering superior customer experience, and maintaining portfolio quality. The role leads the frontline team to achieve disbursement, new customer acquisition, yield, audit, collections, and risk KPIs while upholding operational governance.

New Relationship

Build strong relationships with local customers, partners, authorities, and community influencers to drive branch customer acquisition.

Managing Existing Relationship

Lead and supervise branch staff including ABM, Gold Valuer, GLO, and CSE; ensure productivity and performance management

Structuring new Transactions

Ensure accurate gold valuation, loan structuring within LTV norms, and proper documentation for all new and renewal transactions

Compliance of regulatory guidelines

Ensure strict adherence to RBI norms, internal policies, risk processes, purity testing, and audit standards.

Portfolio monitoring

Monitor delinquencies, yield, tonnage, auction ratios, spurious/bentex cases, and branch growth metric

Organization Context

Aditya Birla Capital Limited ("NBFC") is registered with RBI as a Systematically Important Non-Deposit accepting Non-Banking Finance Company (NBFC). ABCL is one of the top private diversified NBFCs in India. As of 31-Sep'25, ABCL has a pan-India presence with a lending book of approx. Rs. 139,500 Crores.

ABCL offers end-to-end lending solutions to a diverse set of customers - Retail, HNI, MSMEs, and Mid & Large Corporates through secured as well as unsecured loan products. The diverse range of lending products includes Retail Small Ticket Secured and Unsecured Loans, Unsecured Personal Loans, Unsecured Business Loans, Health & Education Loans, Digital B2B2C and B2B2B Small Ticket Loans, Small Business Secured Loans, Loans Against Property (LAP), Lease Rental Discounting (LRD), Construction Finance (to Real Estate Developers), SME Loans, Capital Markets Loans (Loan Against Shares), Supply Chain Finance, Mid and Large Corporate Loans, and Infrastructure Finance loans. ABCL also has a Wealth Management division.

ABCL is rated "AAA" by India Ratings, ICRA and CARE (reaffirmed in 2020). ABCL secured the ABG Business Excellence Award in 2017 (Silver), and 2015 (Bronze), and multiple other Awards on forums like CII.

Business Context

Gold Loans is a key secured lending product with high volume, fast turnaround expectations and requires strict discipline in risk, valuation, purity testing, and customer trust management.

Job Context

The Branch Manager executes gold loan business at the branch level, ensuring revenue, portfolio quality, and operational governance. The role balances growth, yield optimization, and compliance while managing a small but high impact team and ensuring branch-level risk controls

Key Challenges

• Achieving aggressive customer acquisition, disbursement and tonnage growth in competitive local markets.
• Maintaining strict LTV adherence, gold purity compliance, and accurate valuation amid gold price fluctuations.
• Ensuring timely closure of spurious/bentex cases and minimizing auction-to-book ratio.
• Driving collection resolutions for 0-30 DPD while preventing slippages.
• Ensuring branch audit scores >90% with zero tolerance deviations.
• Delivering consistent customer experience in high-sensitivity product category (emotional asset).
• Motivating and developing frontline staff for continuous sales and service productivity

Business Growth & Acquisition

• Achieve targets for new CUID creation.
• Drive new customer disbursements as per percentile role benchmarks.
• Ensure net growth and tonnage growth in line with branch plan.

Yield & Profitability Management

• Achieve onboarding yield benchmarks
• Drive optimal ticket size, renewal mix, and repeat customer engagement.
• Ensure cost-efficient branch operations.

Portfolio Quality & Risk Management

• Maintain auction-to-book ratio
• Ensure strict adherence to LTV, documentation quality, and purity testing protocols.
• Resolve spurious and bentex cases within defined timelines

Collections & Delinquency Management

• Deliver resolution for 0-30 DPD bucket.
• Monitor overdue accounts and perform timely follow-up.
• Support recovery actions as per internal guidelines.

Compliance, Audit & Governance

• Achieve audit score as defined, ensure closure of audit findings.
• Maintain zero-tolerance on operational deviations and regulatory breaches.
• Ensure accuracy in process, record keeping, and vault management.

Customer Service & Branch Experience

• Ensure high service quality, fast turnaround time, and seamless grievance resolution.
• Maintain branch hygiene, safety, and security standards.

People Leadership & Productivity

• Lead ABM, Gold Valuer, GLO, and CSE for daily performance.
• Conduct coaching, on-the-job training, and reviews.
• Ensure manpower productivity as per branch benchmarks

Job Purpose of Direct Reports

• Assistant Branch Manager: Support branch business operations, supervise frontline staff, and drive daily productivity.
• Manager – Gold Valuation: Ensure accurate valuation, purity checks, risk adherence, and secure handling of gold assets.
• Gold Loan Officer: Acquire customers, drive disbursement, manage renewals, and maintain documentation accuracy.
• Customer Service Executive: Deliver superior customer experience, manage service transactions, and support branch operations.