Branch Manager - Bopal

Aditya Birla Capital; Gujarat; On-site; INR 1,200,000 - 2,500,000; Full time

Job summary

Aditya Birla Capital is seeking a Branch Manager – Gold Loans to drive branch-level business performance, ensure compliance, and deliver superior customer experience. You will lead a frontline team to meet disbursement, new customer acquisition, yield, audit, collections, and risk KPIs while upholding governance.

The role requires strong leadership to manage ABM, Gold Valuer, GLO, and CSE, ensuring accurate valuations, documentation, and adherence to RBI norms.

Responsibilities

• Build strong relationships with local customers, partners, authorities, and community influencers to drive branch customer acquisition.
• Lead and supervise branch staff including ABM, Gold Valuer, GLO, and CSE; ensure productivity and performance management.
• Ensure accurate gold valuation, loan structuring within LTV norms, and proper documentation for all new and renewal transactions.
• 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 description

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 Responsibilities

• Build strong relationships with local customers, partners, authorities, and community influencers to drive branch customer acquisition.
• Lead and supervise branch staff including ABM, Gold Valuer, GLO, and CSE; ensure productivity and performance management.
• Ensure accurate gold valuation, loan structuring within LTV norms, and proper documentation for all new and renewal transactions.
• 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.

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 a high-sensitivity product category.
• Motivating and developing frontline staff for continuous sales and service productivity.

Key Result Areas & Supporting Actions

Business Growth & Acquisition

• Achieve targets for new CUID creation.
• Drive new customer disbursements as per percentile 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‑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.

Internal & External Relationships

• Regional / Cluster Heads – Daily: Business planning, target reviews, risk, productivity, and governance discussions.
• IT Team – Weekly or as needed: System issues, process enhancements, user support.
• Marketing Team – Weekly or fortnightly: Local campaigns, lead generation, customer engagement programs.
• Risk, Policy, Audit, Compliance, HR – Weekly or as needed: Escalations, deviations, training needs, audit observations, hiring support.
• Customers – As needed: Product queries, service support, relationship building, grievance resolution.
• Vendors / Security Partners – As needed: Vault security, system maintenance, operational support.
• Local Influencers / Community Stakeholders – As needed: Acquisitions, outreach, local awareness building.