Branch Manager - Gold Loan

Job description

**Role & responsibilities** To lead and manage the end-to-end operations of a Gold Loan branch, driving business growth, ensuring operational excellence, maintaining portfolio quality, and delivering superior customer experience while adhering to regulatory and risk guidelines. **Key Responsibilities** **1. Business Delivery & Growth** - Drive Gold Loan portfolio growth through branch walk-ins, local sourcing, and cross-selling initiatives - Plan and execute local marketing and sales campaigns to increase customer acquisition and branch visibility - Achieve monthly targets for loan disbursement, revenue, and profitability - Identify new business opportunities within the catchment area **2. Branch Operations Management** - Oversee daily branch operations ensuring smooth and efficient functioning - Ensure proper gold appraisal, loan processing, and disbursement as per company policies - Monitor cash management, documentation, and audit readiness - Maintain adherence to regulatory requirements, internal controls, and compliance standards **3. Customer Experience & Relationship Management** - Build strong customer relationships to drive repeat business and referrals - Ensure high-quality service delivery and resolution of customer queries - Handle escalations and ensure customer satisfaction levels are consistently high **4. Team Management & Capability Building** - Lead, train, and motivate branch staff to achieve performance goals - Conduct regular team meetings to align on targets and performance expectations - Drive a high-performance culture through coaching, mentoring, and feedback - Manage staffing, onboarding, and performance reviews **5. Portfolio Quality & Risk Management** - Ensure quality of gold loan portfolio with strong focus on risk mitigation - Monitor overdue accounts, initiate recovery actions, and control NPAs - Ensure accurate assessment of gold collateral and fraud prevention **6. Financial & Cost Management** - Monitor branch profitability, cost control, and resource allocation - Track key financial metrics including yield, cost-to-income ratio, and operating expenses **7. Reporting & MIS** - Maintain accurate records of branch performance (business, operations, collections) - Share periodic reports with regional/zonal leadership - Track and analyze branch performance vs targets **Key Skills & Competencies** - Gold Loan Operations & Appraisal - Sales & Business Development - Team Leadership & People Management - Customer Relationship Management - Risk & Compliance Orientation - Financial Acumen & Analytical Skills - Strong Local Market Understanding - Communication & Stakeholder Management **Preferred candidate profile** **Educational Qualification** - Graduate (preferred: Commerce / Finance / Business) - Certifications in gold appraisal or financial services (preferred) **Experience** - 5-10 years of experience in NBFC/BFSI - Minimum 2-4 years in Gold Loan / Retail Lending operations - Prior experience in team handling / branch management preferred