Branch Manager - Mahuva

Aditya Birla Capital; Gujarat; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Aditya Birla Capital in India seeks a Branch Manager – Gold Loans to drive branch-level performance, manage frontline staff, and ensure strict risk, compliance and customer experience.

You will oversee disbursement, portfolio quality, collections, audits, and governance while mentoring the team for productivity, revenue targets, and service excellence.

This on-site leadership role offers exposure to secured lending with end-to-end branch operations across Gold Loans.

Responsibilities

• Drive branch-level performance, ensuring compliance, delivering superior customer experience, and maintaining portfolio quality.
• Lead frontline team to achieve disbursement, new customer acquisition, yield, audit, collections, and risk KPIs while upholding governance.

Job description

Branch Manager – Gold Loans

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.

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, SME Loans, Capital Markets Loans, 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), 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.

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

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.

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 Relationships

• 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 Relationships

• Customers – Need‑based – Product queries, service support, relationship building, grievance resolution.
• Vendors / Security Partners – Need‑based – Vault security, system maintenance, operational support.
• Local Influencers / Community Stakeholders – Need‑based – Acquisitions, outreach, local awareness building.