Branch Manager - Surendra Nagar

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

Job summary

Aditya Birla Capital Limited is seeking a Branch Manager – Gold Loans to drive branch-level performance, ensure compliance, and deliver a superior customer experience. The role leads a frontline team to achieve disbursement, new customer acquisition, yield, audit, collections, and risk KPIs while upholding governance.

You will manage relationships, ensure strict LTV norms, gold valuation, and timely closure of spurious cases, with focus on risk controls, revenue growth, and service quality.

Responsibilities

• Drive new customer acquisition and disbursement growth.
• Maintain strict LTV adherence and gold purity compliance.
• Ensure timely closure of spurious/bentex cases and manage delinquencies.
• Lead daily performance of ABM, Gold Valuer, GLO and CSE.
• Coach and develop frontline staff for sales and service productivity.

Job description

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

Designation: Branch Manager

Job Description

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.

2) Dimensions (Max 254 Characters)

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.

3) Job Context & Major Challenges

Write the specific aspects of the job that provide a challenge (internal and external) to the jobholder in the context of the Business/Unit/Function/Department/Section (Max 3975 Characters).

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 range 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, and Infrastructure Finance loans. ABCL also has a Wealth Management division.

ABCL is rated “AAA” by India Ratings, ICRA and CARE. ABCL secured the ABG Business Excellence Award in 2017 (Silver) and 2015 (Bronze), and other awards.

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.

Job Context

The Branch Manager executes gold loan business at the branch level, ensuring revenue, portfolio quality, and operational governance. The role balances growth, yield optimization, and compliance while managing a small but high-impact team and ensuring branch-level risk controls.

• 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 (emotional asset).
• Motivating and developing frontline staff for continuous sales and service productivity.

4) Key Result Areas

Write the key results expected from the job and the supporting actions for each of these key result areas (For most jobs typically there could be 4-7 key result areas). Maximum 10 KRAs.

Key Result Areas (Max 1325 Characters)

Supporting Actions (Max 1325 Characters)

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.

- 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.

5) 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.

6) Relationships

Describe the nature and purpose of most important contacts or relationships (except superior/team members) with individuals, departments, organizations inside and outside of the organization, that the job is required to interact with to deliver the job objectives.

Relationship Type (Max 80 Characters)

Frequency

Nature (Max 1325 Characters)

Internal

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

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.