Branch Manager - Gold Loan - Mumbai - Borivali - (M1-M3)

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. ________________________________________ 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)