Branch Manager - Gold Loan - New Delhi - Tiwari House - (M1 - M3)

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.

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

Educational Qualification
•    Graduate (preferred: Commerce / Finance / Business)
•    Certifications in gold appraisal or financial services (preferred)