Branch Manager

Designation: Branch Manager

Department: Branch Operations / Gold Loan

Industry: Gold Loan / NBFC / Financial Services

1. Job SummaryThe Branch Manager is responsible for managing the overall branch operations, business development, gold loan portfolio, customer relationships, employee performance, and regulatory compliance. The role requires driving branch profitability, achieving business targets, ensuring operational efficiency, and maintaining high standards of customer service and security.

• 2. Key Responsibilities
• A. Branch Operations Manage the day-to-day operations of the gold loan branch.
• Ensure smooth execution of gold loan disbursement, renewals, repayments, and closures.
• Monitor gold appraisal procedures and ensure adherence to company policies.
• Ensure proper maintenance of branch records, registers, and customer documentation.
• Monitor cash handling, vault security, gold custody, and other operational controls as per company guidelines.
• Ensure timely submission of daily, weekly, and monthly reports to the concerned management.

B. Business Development and SalesAchieve monthly and quarterly gold loan business targets.

• Develop strategies to increase gold loan disbursements and customer acquisition.
• Identify business opportunities through local marketing, customer referrals, and field activities.
• Monitor loan portfolio growth, customer retention, and loan renewals.
• Promote other financial products and services offered by the company.
• Track competitors' activities and market trends to improve branch performance.

C. Team ManagementSupervise and guide Relationship Executives, Junior Relationship Executives, gold appraisers, and other branch employees.

• Allocate daily responsibilities and monitor employee productivity.
• Conduct regular team meetings to review business performance and operational issues.
• Train employees on product knowledge, customer service, compliance, and company procedures.
• Support employee engagement, discipline, attendance, and performance management.
• Identify training requirements and help team members achieve their targets.

D. Customer Relationship ManagementBuild and maintain strong relationships with existing and prospective customers.

• Handle customer complaints and resolve service-related issues promptly.
• Explain gold loan products, interest rates, repayment terms, and renewal procedures.
• Ensure transparent communication with customers regarding loan terms and charges.
• Encourage repeat business and customer referrals.
• Maintain high customer satisfaction and service standards.

E. Compliance and Risk ManagementEnsure compliance with applicable RBI regulations, KYC requirements, AML guidelines, and internal company policies.

• Verify that customer documentation and loan processing comply with established procedures.
• Monitor gold appraisal and loan-to-value requirements according to applicable regulations and company policy.
• Ensure proper gold packet sealing, custody, storage, and vault security.
• Monitor overdue accounts, loan maturity, auction-related processes, and recovery follow-ups in accordance with company policy and applicable regulations.
• Report suspicious transactions, operational irregularities, fraud risks, and policy violations to the appropriate authorities.
• Coordinate with internal audit and compliance teams and ensure audit observations are resolved within the prescribed timelines.

F. Financial and Performance ManagementMonitor branch profitability, operating expenses, and business growth.

• Review daily collections, disbursements, outstanding portfolio, and overdue accounts.
• Prepare and submit branch performance reports to the Area Manager or Regional Manager.
• Analyze business performance and take corrective action to achieve targets.
• Ensure proper reconciliation of branch transactions and accurate financial records.

3. Eligibility CriteriaEducational Qualification: Any graduate; specific qualifications as per company policy.

• Experience: Typically 2–5 years of experience in gold loans, NBFCs, banking, or financial services, depending on the vacancy.
• Preferred Experience: Prior experience managing a gold loan branch or leading a sales and operations team.
• Age Criteria: As per company recruitment policy.
• Language Skills: Knowledge of the local language is preferred, along with basic English communication.

4. Required SkillsLeadership and team management

• Gold loan operations and appraisal process knowledge
• Sales and business development
• Customer relationship management
• Risk management and regulatory compliance
• Cash management and operational control
• Target achievement and problem-solving
• MIS reporting and computer proficiency
• Communication and negotiation skills