01Overview
Job Description 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) .
