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 current 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
• Tra

📌 Branch Manager (Thane)
🏢 Tata Capital
📍 Thane