BM( Gold Loan )

Job Description – Branch Manager (Gold Loan)

Position: Branch Manager – Gold Loan
Department: Gold Loan / Retail Lending
Experience: 3–7 years
Location: Branch-based
Reporting To: Area/Regional Manager

Job Purpose

To manage the overall operations and business performance of the gold loan branch, drive customer acquisition and portfolio growth, ensure quality lending, maintain operational controls, and deliver excellent customer service while complying with company policies and regulatory requirements.

Key Responsibilities

1. Business & Sales

• Achieve monthly/quarterly branch targets for gold loan disbursement, AUM, revenue, and customer acquisition.

• Develop new customer relationships through local market visits, references, campaigns, and lead generation.

• Drive cross-selling of relevant financial products.

• Identify and develop new business opportunities within the branch catchment area.

• Monitor branch performance and implement corrective actions where required.

2. Gold Loan Operations

• Ensure accurate valuation, appraisal, documentation, sanction, and disbursement of gold loans as per company policy.

• Ensure proper custody, security, and movement of pledged gold.

• Monitor loan renewals, part-payments, closures, and auction-related activities.

• Ensure adherence to prescribed LTV, interest rates, KYC, and credit guidelines.

3. Collections & Portfolio Management

• Monitor overdue accounts and ensure timely collection of interest and principal.

• Lead the branch team in reducing delinquency and maintaining portfolio quality.

• Track collection performance through daily/weekly MIS.

• Coordinate with collection teams for overdue and critical accounts.

4. Team Management

• Manage, coach, and motivate branch sales and operations staff.

• Allocate responsibilities and monitor individual performance.

• Conduct regular team meetings and performance reviews.

• Support recruitment, onboarding, and training of branch employees.

5. Compliance & Risk Control

• Ensure strict compliance with company SOPs, KYC/AML requirements, and applicable regulatory guidelines.

• Maintain proper records and documentation for all transactions.

• Ensure adherence to internal controls, audit requirements, and security procedures.

• Identify operational risks and take timely corrective action.

• Support internal and external audits and ensure closure of audit observations.

6. Customer Service

• Ensure a high level of customer satisfaction and timely resolution of complaints.

• Handle escalated customer issues and maintain professional relationships.

• Ensure transparency in loan terms, charges, repayment, and release of pledged gold.

Key Performance Indicators (KPIs)

• Gold Loan Disbursement

• Gold Loan AUM / Portfolio Growth

• Customer Acquisition

• Collection Efficiency

• Overdue / Delinquency Levels

• Branch Revenue & Profitability

• Cross-Sell Performance

• Audit & Compliance Scores

• Customer Satisfaction

• Employee Productivity & Retention

Candidate Profile

• Graduate in any discipline; MBA/PGDM in Finance/Marketing will be an advantage.

• 3–7 years of relevant experience in gold loans, secured lending, NBFC, banking, or retail finance.

• Strong understanding of gold loan operations, sales, collections, and branch management.

• Good knowledge of local market and customer acquisition practices.

• Strong leadership, communication, negotiation, and team-management skills.

• Comfortable with sales targets and field/business development activities.

Core Competencies

• Branch & Business Management

• Sales & Customer Acquisition

• Gold Appraisal & Loan Operations

• Collections & Portfolio Management

• Risk & Compliance

• Team Leadership

• Customer Relationship Management

• MIS & Analytical Skills