Branch Manager_Retail Gold_Patna

Birla Carbon; Patna; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Birla Carbon is seeking a Branch Manager for their Retail Gold operations in Patna. The ideal candidate will drive business performance, ensure compliance with RBI norms, and lead a team to achieve targets.

This role demands strong relationships with customers and internal teams to ensure service quality and operational excellence. A solid background in branch management with a focus on gold loans is essential for success in this position.

Qualifications

• Experience in retail branch management, especially in gold loans.
• Strong understanding of RBI norms and risk processes.
• Proven ability to drive business growth and manage teams.

Responsibilities

• Drive branch performance and compliance.
• Lead and manage branch staff effectively.
• Build strong customer relationships and ensure quality service.

Skills

Customer relationship management

Branch operations management

Gold valuation

Risk management

Compliance with regulations

Performance management

Job description

Branch Manager – Retail Gold – Patna

Designation: Branch Manager – Retail Gold – Patna

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 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.

Reports to

• 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 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 – Service delivery and relationship management.
• Vendors / Security Partners – Need-based – Vault security, system maintenance, operational support.
• Local Influencers / Community Stakeholders – Need-based – Acquisitions, outreach, local awareness building.