Assistant Branch Manager

Job Description – Assistant Branch Manager (ABM)

Industry: NBFC

SalesReports To: Branch Manager (BM) / Cluster Manager (CM)Location: Branch

1. Job Purpose

The Assistant Branch Manager is responsible for supporting the Branch Manager in managing daily branch operations, business development, customer service, employee supervision, and achievement of business targets across Gold Loans, Insurance, and Investment products while ensuring compliance with company policies and regulatory requirements.

2. Key Roles & ResponsibilitiesA. Gold Loan Business

• Promote and generate new Gold Loan business through customer acquisition and referrals.
• Ensure achievement of daily, monthly, and annual Gold Loan targets.
• Assist in gold appraisal, purity verification, valuation, and loan processing as per company policy.
• Ensure proper documentation, KYC verification, and customer eligibility checks.
• Monitor loan renewals, overdue accounts, and customer follow-ups.
• Ensure safe custody of pledged gold and adherence to security procedures.
• Monitor daily gold loan transactions and ensure accuracy in system entries.
• Develop new customer relationships and improve existing customer retention.

B. Insurance Business

• Promote and sell insurance products offered by the company.
• Achieve assigned insurance business and login targets.
• Identify potential customers and generate insurance leads.
• Explain product features, benefits, eligibility, and terms to customers.
• Coordinate with insurance companies for policy issuance and customer service.
• Follow up on pending proposals, renewals, and policy-related requirements.
• Ensure proper documentation and compliance during policy sales.

C. Investment Business

• Promote and mobilise investment products offered by the company.
• Generate new investment leads and acquire potential investors.
• Maintain relationships with existing investors and ensure customer satisfaction.
• Follow up on investment renewals and maturity-related requirements.
• Explain investment schemes, terms, interest rates, tenure, and applicable conditions accurately.
• Achieve assigned investment mobilisation targets.
• Ensure proper documentation and compliance with company policies.

D. Branch Operations & Administration

• Support the Branch Manager in the overall functioning of the branch.
• Ensure smooth opening and closing of the branch as per company timings.
• Monitor daily transactions, cash handling, and operational activities.
• Ensure proper maintenance of registers, records, vouchers, and customer files.
• Monitor branch cleanliness, infrastructure, security, and asset maintenance.
• Ensure proper utilisation of company assets and resources.
• Coordinate with the Regional Office and Head Office for operational requirements.
• Ensure compliance with internal audit observations and corrective actions.

E. Team Management & Supervision

• Support the Branch Manager in supervising branch employees.
• Allocate daily activities and monitor individual employee performance.
• Motivate team members to achieve business targets.
• Monitor staff attendance, punctuality, discipline, and productivity.
• Conduct regular follow-ups with employees regarding business performance.
• Assist in training and guiding new employees on products and operational procedures.
• Report employee performance issues and operational concerns to the Branch Manager.
• Ensure proper coordination and teamwork among all branch employees.

F. Customer Relationship Management

• Ensure excellent customer service and customer satisfaction.
• Handle customer queries, complaints, and service-related issues.
• Build long-term relationships with existing and prospective customers.
• Ensure timely resolution of customer grievances.
• Maintain professional communication with customers and business associates.
• Encourage repeat business and customer referrals.

G. Compliance & Risk Management

• Follow all applicable RBI guidelines, KYC/AML requirements, and internal company policies.
• Ensure proper verification of customer documents and transaction details.
• Prevent operational irregularities, fraud, and unauthorised transactions.
• Maintain confidentiality of customer information and company data.
• Ensure adherence to gold loan security and insurance/investment compliance procedures.
• Immediately report suspicious activities, discrepancies, and policy violations to the Branch Manager.
• Support internal and statutory audits and ensure timely compliance.

3. Key Performance Indicators (KPIs)

Performance Area

Key Indicators

Gold Loan

Daily login, disbursement and outstanding growth

Insurance

Monthly insurance business and login achievement

Investments

Investment mobilisation and renewal

Customer Service

Customer satisfaction and complaint resolution

Team Performance

Individual and branch target achievement

Operations

Accuracy of transactions and documentation

Compliance

Audit observations and policy adherence

Discipline

Attendance, punctuality and reporting

Business Development

New customer acquisition and retention

4. Qualification & Experience

• Graduate in any discipline.
• 2–5 years of experience in NBFC, banking, or financial services.
• Experience in Gold Loan operations, Insurance, and Investment products is preferred.
• Good communication, sales, and customer-handling skills.
• Basic computer knowledge and familiarity with financial software/HRMS.
• Ability to manage a team and achieve business targets.

5. Required Skills & Competencies

• Leadership and team management.
• Sales and business development.
• Gold Loan operational knowledge.
• Insurance and investment product knowledge.
• Customer relationship management.
• Problem-solving and decision-making.
• Communication and negotiation.
• Time management and target orientation.
• Compliance awareness and operational discipline.

6. Reporting & Accountability

The Assistant Branch Manager shall report directly to the Branch Manager and shall be accountable for assigned business targets, operational responsibilities, customer service, employee coordination, and compliance.

Pay: From ₹30,000.00 per month

Work Location: In person