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.
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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
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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
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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
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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
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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
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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
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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
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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)
Tata Capital Limited is a subsidiary of Tata Sons Limited. The Company is registered with the Reserve Bank of India as a Core Investment Company and offers through itself and its subsidiaries fund and fee-based financial services to its customers, under the Tata Capital brand.
As a trusted and customer-centric, one-stop financial services provider, Tata Capital caters to the diverse needs of retail, corporate and institutional customers, across various areas of business namely the Commercial Finance, Infrastructure Finance, Cleantech Finance, Wealth Management, Consumer Loans and distribution and marketing of Tata Cards. Tata Capital has over 500+ branches spanning all critical markets in India.
