Branch Manager - Gold Loan - Delhi - Lajpat Nagar - (M1-M3)
Tata Capital · India
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)