Branch Manager

PeopleStrong; Rajkot; On-site; INR 600,000 - 900,000; Full time

Job summary

PeopleStrong in Rajkot is seeking a Branch Manager for its Gold Loans division. This role involves driving business performance, ensuring compliance, and delivering exceptional customer experience while maintaining portfolio quality.

The ideal candidate will manage a frontline team to achieve objectives in disbursement, customer acquisition, and risk management in a competitive environment.

Qualifications

• Proven experience in branch management or equivalent role.
• Strong analytical skills for risk and portfolio management.
• Excellent leadership and communication skills.

Responsibilities

• Drive branch performance and customer acquisition strategies.
• Ensure compliance with regulatory and audit standards.
• Lead branch operations and manage team productivity.

Skills

Customer relationship management

Team leadership

Risk analysis

Compliance adherence

Performance management

Education

Bachelor's degree in Business Administration or related field

Job description

DEPARTMENT-1 Retail - Gold Loan (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.

Key Dimensions

• 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 – Ensure strict adherence to RBI norms, internal policies, risk processes, purity testing, and audit standards; monitor delinquencies, yield, tonnage, auction ratios, spurious/bentex cases, and branch growth metrics.

Job Context & Major Challenges

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

• Achieving aggressive customer acquisition, disbursement, and tonnage growth in competitive local markets.
• Maintaining strict LTV adherence, gold purity compliance, and accurate valuation amid 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 audit scores >90% with zero‑tolerance deviations.
• Delivering consistent customer experience in a high‑sensitivity product category.
• Motivating and developing frontline staff for continuous sales and service productivity.

Key Result Areas

• 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.
• Service Quality & Branch Hygiene
  • Ensure high service quality, fast turnaround time, and seamless grievance resolution.
  • Maintain branch hygiene, safety, and security standards.
• Team Leadership
  • 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.

Direct Reports Job Purpose

• 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.

Relationships

• Internal
  • Regional / Cluster Heads – Daily: Business planning, target reviews, risk, productivity and governance discussions.
  • IT Team – Weekly / Need‑based: System issues, process enhancements, user support.
  • Marketing Team – Weekly / Fortnightly: Local campaigns, lead generation, customer engagement programs.
  • Risk, Policy, Audit, Compliance, HR – Weekly / Need‑based: Escalations, deviations, training needs, audit observations, hiring support.
• External
  • Customers – Need‑based: Service delivery and issue resolution.
  • Vendors / Security Partners – Need‑based: Vault security, system maintenance, operational support.
  • Local Influencers / Community Stakeholders – Need‑based: Acquisitions, outreach, local awareness building.