About this role
Role Purpose
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.
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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
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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
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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
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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
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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
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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
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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
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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
Educational Qualification
• Graduate (preferred: Commerce / Finance / Business)
• Certifications in gold appraisal or financial services (preferred)