Branch Manager

Detailed Job Description (JD)

Position Title: Branch Manager Gold Finance

Reports To: sales Manager / Operations Head / Founder

Direct Reports: Assistant Branch Manager, Sales Executive(s), Branch Executive(s), Cashier

Location: Branch-based, with occasional travel for field audits, customer visits, and recovery escalations

Role Summary

The Branch Manager owns the complete P&L, compliance posture, team performance, and customer experience of the branch. The role combines field leadership, regulatory discipline, loan portfolio health management, and people development. The Branch Manager is the single point of accountability for everything that happens inside and outside the branch disbursements, collections, appraisals, team conduct, vault security, and audit readiness. When something goes wrong at the branch, whether a compliance gap, a cash discrepancy, or an unhappy customer, it is the Branch Manager who is expected to have seen it coming or to fix it immediately.

Key Responsibilities

A. Business Growth & Disbursement Targets

• Achieve monthly and quarterly gold loan disbursement targets, by both value and volume. • Drive new customer acquisition through the branch's sales and field activities.
• Monitor daily disbursement numbers and intervene the moment target pace falls off track.
• Identify growth opportunities in the catchment area untapped localities, new customer segments, seasonal demand spikes.
• Oversee cross-sell of insurance and other permitted products where applicable.

B. Loan Portfolio & Collections Management

• Maintain NPA percentage below the company-defined threshold at all times.
• Review overdue accounts daily; assign collection actions to the team with clear deadlines.
• Ensure pre-auction notices are issued correctly and on time; oversee the auction process strictly per company guidelines.
• Monitor loan renewal rates proactively contact customers whose loans are approaching maturity. • Review collection efficiency weekly; ensure at least 95% of interest due is collected in every period.

C. Compliance & Audit Readiness

• Ensure 100% KYC compliance for every loan disbursed zero exceptions, ever.
• Enforce LTV norms strictly no loan may exceed 75% of appraised gold value. (as per company norms)
• Maintain gold vault security, conduct daily physical verification of pledged gold, and keep safe-custody records current.
• Ensure the branch is audit-ready at all times documentation, registers, and digital records fully aligned. • Report suspicious transactions without delay.

D. Team Leadership & Management

Confidential For Internal Use Only | Page 6

Karur Gold Finance Branch Manager Blueprint

• Set daily, weekly, and monthly targets for every team member.
• Conduct daily morning briefings and weekly performance reviews.
• Coach underperformers directly; recognise and retain top performers.
• Hire, onboard, and train branch staff in co-ordination with HR.
• Maintain discipline standards punctuality, appearance, conduct, and customer handling.

E. Customer Experience & Retention

• Ensure every customer is treated with speed, dignity, and transparency.
• Personally resolve escalated customer complaints within 24 hours.
• Build long-term relationships with high-value and repeat customers.
• Monitor customer feedback and implement service improvements proactively.

Required Experience

• 5–12 years of total experience in gold finance, NBFC, co-operative bank, or MFI operations. • Minimum 2–4 years in a Branch Manager or equivalent branch-in-charge role, ideally in gold loans. • Demonstrated experience owning a branch P&L, disbursement targets, and NPA management. • Direct experience with RBI-regulated compliance — KYC, AML/CFT, LTV enforcement, audit handling. • Prior team leadership experience — hiring, coaching, and performance managing a branch team of 4–8 people.

Required Skills

• Strong command of gold loan fundamentals: LTV, appraisal, pledge/repledge, renewal, auction process. • Comfort with daily numbers — disbursement pace, NPA %, collection efficiency, vault reconciliation. • Calm, decisive crisis handling — vault discrepancies, irate customers, surprise audits. • People leadership — hiring, coaching, performance management, and retention of a small, high-trust team.
• Working fluency in Tamil (spoken and written) for registers, documentation, and customer handling; basic English for MIS and reporting.
• Integrity that survives scrutiny — this is a cash- and gold-handling leadership role with zero tolerance for shortcuts.

Non-Negotiable Hiring Criteria

• Mandatory background verification and police clearance check before confirming appointment.
• No candidate with any history of cash shortage, theft, or fraud in previous employment — verify references carefully.
• Prior experience in a regulated financial institution (bank, NBFC, MFI, co-operative) is non-negotiable. • Do not hire on a phone interview alone — in-person assessment and a site/vault walk-through are mandatory.

Perks and benefits

Health insurance, Provident fund, Annual bonus