Branch Manager - GL - Thane

Birla Carbon; Thane; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Birla Carbon is seeking a Branch Manager – Gold Loans in Thane, Maharashtra to drive branch performance and ensure compliance with regulations. The role involves managing customer relationships, overseeing branch operations, and leading the frontline team to achieve targets.

The ideal candidate will have strong leadership abilities and a background in finance or customer service, with a solid understanding of gold loan operations.

Qualifications

• Experience in branch operations and customer service.
• Knowledge of RBI norms and gold loan processes.
• Strong leadership skills to manage and motivate a team.

Responsibilities

• Drive branch-level business performance and customer acquisition.
• Ensure compliance with regulatory guidelines and internal policies.
• Manage daily operations and oversee staff productivity.

Skills

Customer acquisition

Risk management

Gold valuation

Process adherence

Job description

At the Aditya Birla Group, our Corporate Vision is aligned and intricately woven with our People Vision.

Designation

Branch Manager – Gold Loans

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.

Dimensions

Mention quantitative or qualitative parameters that are relevant for the job and provide a better understanding of the scope and scale of the job.

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

Job Context & Major Challenges

Organization Context

Aditya Birla Capital Limited is a systemically important non‑deposit accepting NBFC registered with RBI, with a pan‑India presence and a lending book of approx. Rs. 139,500 Crores. It offers a range of retail, HNI, MSME, and corporate loan products and has received multiple industry awards.

Business Context

Gold loans are a key secured lending product requiring 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 while balancing growth, yield optimization, and compliance.

• 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.
• 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.

Operational Excellence

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

Relationships

Internal

• Regional / Cluster Heads – daily: Business planning, target reviews, risk, productivity, and governance discussions.
• IT Team – weekly or need‑based: 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 need‑based: Escalations, deviations, training needs, audit observations, hiring support.

External

• Customers – need‑based.
• Vendors / Security Partners – need‑based: Vault security, system maintenance, operational support.
• Local Influencers / Community Stakeholders – need‑based: Acquisitions, outreach, local awareness building.