ABH – Duties and Responsibilities in an NBFC

ABH (Assistant Branch Head) in a Non-Banking Financial Company (NBFC) supports the Branch Head in managing daily branch operations, gold loan business, customer service, employee supervision, compliance, and business development. The exact responsibilities depend on the company's organizational structure and internal policies.

1. Key Duties and Responsibilities1. Branch Operations and Administration

- Assist the Branch Head in managing day-to-day branch activities.
- Ensure the branch opens and closes on time as per company guidelines.
- Maintain branch registers, operational records, customer documents, and other statutory records.
- Ensure proper maintenance of office equipment, CCTV, security systems, and branch premises.
- Monitor staff attendance, punctuality, leave, and work discipline.
- Ensure proper handover of cash, keys, documents, and other company assets as applicable.

2. Gold Loan Business Development

- Support the Branch Head in achieving daily, monthly, and annual gold loan targets.
- Generate new gold loan customers through local marketing, referrals, and customer follow-ups.
- Ensure the branch completes the required daily fresh gold loan pledge logins.
- Monitor gold loan renewals, top-ups, and customer retention, subject to company policy.
- Follow up on business leads and dormant customers.
- Support cross-selling of company-approved financial products and services.

3. Gold Appraisal and Loan Processing

- Assist in gold loan documentation, customer verification, and loan processing.
- Ensure gold appraisal and purity testing are performed by authorized and competent personnel.
- Verify that loan applications, KYC documents, photographs, and customer declarations are complete.
- Ensure proper weighing, valuation, tagging, packing, sealing, and custody of pledged gold as per company procedures.
- Follow prescribed loan-to-value (LTV) limits, approval authorities, and operational controls.
- Immediately report discrepancies, suspected fraud, or irregularities to the Branch Head and the appropriate authority.

4. Customer Service and Relationship Management

- Handle customer queries, complaints, and service requests professionally.
- Explain loan terms, interest rates, charges, repayment schedules, and applicable conditions accurately.
- Maintain positive customer relationships to improve retention and business generation.




- Ensure timely resolution or escalation of customer complaints.
- Maintain confidentiality of customer information and financial records.

5. Staff Supervision and Team Management

- Allocate daily responsibilities to branch staff in coordination with the Branch Head.
- Monitor the productivity and performance of Junior Officers, Senior Officers, and other assigned employees.
- Guide and motivate staff to achieve business targets.
- Ensure employees follow company policies, attendance rules, dress code, and operational procedures.
- Identify training requirements and support new employee induction.
- Report staff absenteeism, misconduct, poor performance, and disciplinary issues to the Branch Head.

6. Compliance, Risk Management, and Security

- Ensure compliance with company policies, applicable RBI directions, KYC requirements, and AML procedures.
- Follow internal audit guidelines and ensure timely closure of audit observations.
- Monitor the security and safe custody of pledged gold, keys, documents, and other valuables.
- Prevent unauthorized transactions, fraudulent activities, and operational irregularities.
- Report suspected fraud, cash or gold discrepancies, and security incidents immediately to the appropriate authority.
- Ensure customer information and records are handled securely.

Gold loan operations must follow the company's approved procedures and applicable RBI requirements for customer due diligence, gold valuation, documentation, and secure custody.

Track RBI+1

7. Recovery and Loan Follow-up

- Follow up on overdue accounts, renewals, and maturing gold loans.
- Support the Branch Head in monitoring overdue and non-performing accounts.
- Contact customers professionally regarding repayment obligations.
- Maintain proper follow-up records and submit recovery reports.
- Escalate high-risk accounts and repayment issues to the Branch Head.
- Ensure all recovery activities comply with company policy and applicable fair-practice requirements.

8. Reporting and MIS





- Submit daily business reports to the Branch Head.
- Maintain records of fresh gold loan logins, disbursements, renewals, closures, and collections.
- Track daily and monthly target achievement.
- Report branch performance, customer complaints, staff attendance, and operational issues.
- Ensure all required entries are updated accurately in the company's software and HRMS/loan management systems.
- Attend review meetings and implement management instructions.

9. Marketing and Business Development

- Conduct local marketing activities to generate recent customers.
- Develop relationships with existing customers and local business contacts.
- Support promotional campaigns and company-approved marketing initiatives.
- Monitor competitor activities and communicate relevant market information to the Branch Head.
- Help improve branch business, customer retention, and overall profitability.

10. Accountability and Performance Expectations

The ABH is expected to:

- Achieve assigned individual and team business targets.
- Ensure daily fresh gold loan login requirements are met as per company instructions.
- Maintain zero tolerance for fraud, unauthorized transactions, and security violations.
- Ensure accurate reporting and proper documentation.
- Maintain customer satisfaction and employee discipline.
- Support the Branch Head in achieving overall branch profitability and operational efficiency.

Daily checklist for an ABH

Frequency

Key activities

Morning

Branch opening, staff attendance, security checks, and daily target planning

During business hours

Customer service, gold loan processing, business development, and staff monitoring

Afternoon

Follow-up on leads, renewals, overdue accounts, and pending documentation

Closing time

Business login verification, transaction checks, report submission, and branch closing procedures

Reporting authority: Branch Head (BH).

Important: The ABH should perform only those financial, appraisal, approval, and custody functions authorized by the company. The ABH's role should not bypass prescribed maker-checker controls or approval limits.

If you are preparing this for an HR policy or job description, the above can be used as a draft and aligned with your company's designation structure and operating procedures.

Pay: From ₹22,000.00 per month

Work Location: In person

📌 Assistant Branch Manager (India)
🏢 ICL Fincorp
📍 India