Branch Manager_Retail Gold_Samastipur

Birla Carbon; Begusarai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Birla Carbon is seeking a Branch Manager for Gold Loans based in Begusarai, India. The role involves driving branch-level business performance, ensuring compliance, and providing superior customer experience while managing a frontline team.

The ideal candidate will have strong leadership skills and experience in managing relationships, risk, and compliance. You will be responsible for achieving business growth targets and maintaining portfolio quality.

Qualifications

• Experience in branch operations and customer service management.
• Proven ability to achieve sales targets and maintain loan portfolio quality.
• Knowledge of regulatory compliance related to gold loans.

Responsibilities

• Drive branch business performance and compliance.
• Lead and supervise branch staff to achieve KPIs.
• Manage customer relationships and improve acquisition strategies.
• Ensure strict adherence to operational governance.

Skills

Customer acquisition

Relationship management

Risk management

Compliance adherence

Performance management

Education

Bachelor's degree in a relevant field

Tools

Excel

CRM software

Job description

Branch Manager_Retail Gold_Samastipur

Business Coverage: Across branches in 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.

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 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.

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 Result Areas

• Business Growth & Acquisition: Achieve targets for new CUID creation; drive new customer disbursements; 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.
• 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.
• Internal – IT Team: Weekly / Need‑based – System issues, process enhancements, user support.
• Internal – Marketing Team: Weekly / Fortnightly – Local campaigns, lead generation, customer engagement programs.
• Internal – Risk, Policy, Audit, Compliance, HR: Weekly / Need‑based – Escalations, deviations, training needs, audit observations, hiring support.
• External – Customers: Need‑based – Interaction as per service requirements.
• External – Vendors / Security Partners: Need‑based – Vault security, system maintenance, operational support.
• External – Local Influencers / Community Stakeholders: Need‑based – Acquisitions, outreach, local awareness building.