About the role
4) Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For most jobs typically there could be 4- 7 key result areas)- Maximum 10 KRAs can be updated Key Result Areas (Max 1325 Characters) Supporting Actions (Max 1325 Characters) Business Growth & Acquisition - Achieve targets for new CUID creation. - Drive new customer disbursements as per percentile role benchmarks. - Ensure net growth and tonnage growth in line with branch plan. Yield & Profitability Management - Achieve onboarding yield benchmarks - Drive optimal ticket size, renewal mix, and repeat customer engagement. - Ensure cost-efficient branch operations. Portfolio Quality & Risk Management - Maintain auction-to-book ratio - Ensure strict adherence to LTV, documentation quality, and purity testing protocols. - Resolve spurious and bentex cases within defined timelines Collections & Delinquency Management - Deliver resolution for 0–30 DPD bucket. - Monitor overdue accounts and perform timely follow-up. - Support recovery actions as per internal guidelines. Compliance, Audit & Governance - Achieve audit score as defined, ensure closure of audit findings. - Maintain zero-tolerance on operational deviations and regulatory breaches. - Ensure accuracy in process, record keeping, and vault management. Customer Service & Branch Experience - Ensure high service quality, fast turnaround time, and seamless grievance resolution. - Maintain branch hygiene, safety, and security standards. People Leadership & Productivity - Lead ABM, Gold Valuer, GLO, and CSE for daily performance. - Conduct coaching, on-the-job training, and reviews. - Ensure manpower productivity as per branch benchmarks 5) Job Purpose of Direct Reports: Describe the job purpose of the direct report/s to the job (in 2-3 lines for each report) Assistant Branch Manager: Support branch business operations, supervise frontline staff, and drive daily productivity. Manager – Gold Valuation: Ensure accurate valuation, purity checks, risk adherence, and secure handling of gold assets. Gold Loan Officer: Acquire customers, drive disbursement, manage renewals, and maintain documentation accuracy. Customer Service Executive: Deliver superior customer experience, manage service transactions, and support branch operations. 6) Relationships: Describe the nature and purpose of most important contacts or relationship (except superior/team members) with individuals, departments, organizations inside and outside of the organization, that job is required to interact with to deliver the job objectives Relationship Type (Max 80 Characters) Frequency Nature (Max 1325 Characters) Internal Regional / Cluster Heads Daily Business planning, target reviews, risk, productivity, and governance discussions. IT Team Weekly / Need-based System issues, process enhancements, user support. Marketing Team Weekly / Fortnightly Local campaigns, lead generation, customer engagement programs. Risk, Policy, Audit, Compliance, HR Weekly / Need-based Escalations, deviations, training needs, audit observations, hiring support. External Customers Need-based Product queries, service support, relationship building, grievance resolution. Vendors / Security Partners Need-based Vault security, system maintenance, operational support. Local Influencers / Community Stakeholders Need-based Acquisitions, outreach, local awareness building.