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Old Gold Buying & Pledged Gold Release | D&R;, Accountabilities, KRA & KPI Framework | Value Gold Pvt. Ltd.

Role Context: The Branch Manager holds full ownership of the branch — revenue, operations, team, compliance, vault security, fraud prevention, and customer experience. The BM leads the branch team: ABM (where designated), Executive – Branch Operations, and Karigar. All responsibilities of these roles are carried forward and owned at BM level.

Reports to: Manager – Operations (TS & AP).

- DUTIES & RESPONSIBILITIESBranch Revenue, Profitability, TAT & Business Target Ownership
- Own and drive the branch monthly and annual revenue targets across both business lines — old gold buying (grams and revenue) and pledged gold release (transaction count and revenue contribution).
- Monitor branch P&L; — revenue per transaction, gold buying margin, operational cost, and profitability contribution. Address cost inefficiencies without waiting for direction.
- Monitor transaction TAT (application to disbursement) daily — fast, accurate service is a competitive advantage. TAT overruns addressed within 24 hours with root cause identification.
- Drive gold buying growth by personally engaging with local customers, businesses, community leaders, and merchant networks in the catchment area.
- Identify and pursue high-value customer segments — individuals with inherited gold, customers with pledged gold at NBFCs/banks, and community networks with high old gold selling potential.

Old Gold Buying — Full Process Ownership & Sanction Authority
- Own the end-to-end old gold buying process: customer arrival → KYC verification → ultrasonic cleaning → XRF purity testing → precision weighing → rate quotation at current market rate → customer consent → documentation → instant bank transfer (IMPS/NEFT/RTGS).
- Review gold value calculations and sanction high-value disbursements as per authorization limits — the BM is the final approval authority for transactions above defined thresholds.
- Implement and personally monitor measures to prevent under-valuation, over-valuation, or fraudulent gold selling — detect, document, and escalate to the Operations Manager same day. No internal resolution of fraud suspicions.
- Conduct surprise checks of in-progress and completed transactions at irregular intervals to verify valuation accuracy, rate application, and documentation completeness.

Pledged Gold Release — Full Process Ownership & Institution Coordination
- Own the pledged gold release process end-to-end: pledge ticket verification → identity confirmation → outstanding amount check with pledging institution → advance disbursement → physical gold receipt → cleaning → XRF re-verification → precision weighing → balance calculation → balance bank transfer.
- Coordinate directly with banks, NBFCs, and pawn brokers for repayment settlements — verify repayment proofs, settlement letters, and authorization documents before any gold is received.
- Visit banks/NBFCs where required to facilitate smooth and timely pledge release — institution coordination is a BM-level responsibility, not delegated to junior staff for complex cases.
- Re-verify all released gold for purity, weight, and authenticity before releasing to the customer.



Escalate discrepancies to the Operations Manager same day with written documentation.
- Track all open pledged gold release cases — every case moves to completion within the defined SLA. Delays escalated with a resolution plan to the Operations Manager on the day the delay is identified.

Vault Security, Gold Tagging, Storage, Reconciliation & Insurance
- Ensure proper tagging, sealing, and secure storage of all gold received at the branch — every item tagged with customer details, weight, purity, and transaction reference before vault storage. No untagged gold in the vault at any time.
- Monitor strict adherence to vault security protocols — restricted and documented access, secure locking procedures, and chain-of-custody for all gold movements in and out of the vault.
- Ensure branch insurance coverage for all gold held is current, adequate, and renewed before expiry — lapsed insurance is a compliance failure at the BM level with no tolerance.
- Conduct monthly physical reconciliation of gold in the vault against CRM and transaction records — submit the reconciliation report to the Operations Manager. Any discrepancy escalated same day with a written report.
- Ensure correct retagging and sealing of all released gold before it is returned to customers or transferred to the vault.

Fraud Detection, Zero Tolerance Incidents, Surprise Audits & Staff Vigilance
- Maintain active fraud prevention vigilance across all transactions — detect and act on signs of under-valuation, over-valuation, tampered or counterfeit gold, data manipulation, irregular customer behaviour, or staff irregularity. Report to Operations Manager immediately — no internal resolution of fraud suspicions.
- Conduct surprise branch audits at irregular intervals — cross-check cash, gold inventory, CRM records, and vault register against physical reality. Document findings and submit to the Operations Manager within 24 hours of the audit.
- Enforce zero tolerance for compliance breaches, misevaluations, and fraud at the branch — every incident documented, escalated same day, and closed with written corrective action within 48 hours.
- Monitor all staff transactions for behavioural irregularities — report any staff-related fraud suspicion to the Operations Manager and CHRO simultaneously. No delay, no internal investigation.
- Train branch staff on appraisal accuracy, fraud detection, gold handling, and compliance — prevention is preferable to detection.

KYC, SOP Compliance, Monthly Self-Audit & Regulatory Adherence
- Enforce zero-tolerance KYC compliance — daily spot-checks of transaction files. Any gap addressed immediately, not at the next scheduled audit.
- Ensure full compliance with Value Gold SOPs for old gold buying and pledged gold release at all times. SOPs are the minimum standard — the BM is accountable for the team adherence.
- Conduct a monthly branch self-audit covering KYC completeness, SOP adherence, equipment calibration, vault reconciliation, insurance status, and compliance file accuracy. Submit to the Operations Manager.




- Maintain all branch documentation in an audit-ready state at all times: transaction records, KYC files, equipment calibration logs, vault register, insurance documents, and CRM data.

Team Leadership, Karigar Management & Equipment Oversight
- Lead, develop, and hold accountable the full branch team — ABM, Executive – Branch Operations, and Karigar — across both revenue and operational dimensions.
- Conduct daily team briefings covering previous day performance, today targets, pipeline status, and operational priorities. Team starts each day aligned, not reactive.
- Conduct structured weekly one-on-ones with each team member — performance review, coaching on gaps, recognition of strengths, and forward-looking action plan.
- Ensure all gold valuation equipment (XRF machine, precision weighing scales, ultrasonic cleaning machine) is operational, calibrated, and correctly used. Equipment malfunction reported to the Manager – Retail Infrastructure & Expansion same day — no transaction conducted on suspect equipment.
- Maintain calibration records for all equipment — statutory calibration schedules adhered to without lapse.

Customer Relationship, Retention, CRM & Management Reporting
- Build and personally maintain relationships with high-value and repeat customers — transparent process, fair valuations, and confident service are the foundation of loyalty and referrals.
- Handle all escalated customer complaints personally — resolved within the same branch visit or within 24 hours. Every complaint is an prospect to strengthen trust.
- Ensure 100% CRM accuracy — same-day updates, zero backlogs, correct disposition tagging across the entire branch team. Review CRM data daily and correct errors on the same day.
- Submit daily branch MIS to the Operations Manager every evening: transaction volumes, gold buying grams, pledged gold release count, revenue, TAT performance, walk-ins, conversions, vault reconciliation status, and any exceptions.
- Prepare and submit weekly branch performance reviews covering target achievement, team performance, valuation accuracy, fraud/compliance status, vault position, and forward-looking actions. Escalate any risk proactively — no surprise discoveries during management reviews.
- ACCOUNTABILITIES (Non-Negotiable)

The Branch Manager – Operations & Sales is fully answerable for the following — no excuses accepted:
- Monthly and annual revenue and transaction targets — both old gold buying and pledged gold release.
- Transaction TAT within defined benchmarks — every transaction, every day.
- Zero KYC lapses — in any transaction, on any day, by any team member.
- Vault security, tagging, insurance, and monthly gold reconciliation — clean, accurate, and audit-ready at all times.
- Zero Tolerance Incidents — frauds, misevaluations, and compliance breaches detected, escalated, and closed with corrective action within 48 hours.
- Surprise branch audits conducted at irregular intervals — not limited to scheduled reviews.
- Monthly self-audit completed and submitted to Operations Manager — no exceptions.
- Full branch team performance across revenue and operations — ABM, Executive, and Karigar all executing against their KRAs.
- All gold valuation equipment operational, calibrated, and correctly used at all times.
- Customer complaints resolved within 24 hours — zero escalations beyond the branch without BM personal involvement.
- CRM accuracy and daily MIS submitted every evening without exception.

📌 Branch Manager - Ops & Sales (Hyderabad)
🏢 Value Gold
📍 Hyderabad