JOB DESCRIPTION
Designation: Business Head – Gold Loans
Department: Gold Loan Business
Reporting To: CEO
Location: Corporate Office (Coimbatore)
Industry: NBFC / Banking
Employment Type: Full-time
Experience
Preferred: 10+ years in Gold Loans, Retail Lending, NBFC or Banking.
Strong prior experience in Gold Loan business management is highly preferred.
The candidate should ideally have managed a multi-branch Gold Loan portfolio in roles such as:
- Gold Loan Business Head
- State Head
- Zonal Head
- Regional Business Head
- Product Head – Gold Loans
Key Competencies
- Strong Gold Loan business knowledge
- Multi-branch business management
- Strong commercial orientation
- Portfolio and risk management
- Collections and auction knowledge
- Strong analytical and MIS capability
- Leadership and people management
- Customer orientation
- Ability to balance growth with controls
- High integrity and governance orientation
Ideal Candidate Profile
The ideal candidate should be capable of managing the Gold Loan vertical as an independent business unit with responsibility for:
Growth: AUM, disbursement, customers and market penetration.
Profitability: Yield, revenue and branch productivity.
Portfolio Quality: Collections, delinquency, NPA and auction control.
Governance: Gold custody, fraud prevention, audit and compliance.
People: Field leadership, manpower productivity, training and succession.
The Company is looking for a hands-on Gold Loan Business Head who can scale the business across the organisation while maintaining strong portfolio quality, operational controls and regulatory discipline.
Role Purpose
The Gold Loan Business Head will have end-to-end responsibility for the Company’s Gold Loan business across all branches and locations.
The role will be responsible for business growth, AUM, profitability, branch productivity, portfolio quality, collections, customer acquisition, product strategy, operational controls, gold custody, auctions, manpower productivity and regulatory compliance.
The Business Head will operate from the Corporate Office and provide central leadership, strategy and performance oversight for the entire Gold Loan vertical.
Key Responsibilities
1. Business Strategy & Growth
- Develop and execute the overall Gold Loan business strategy.
- Prepare annual and long-term business plans.
- Define AUM, disbursement, revenue and profitability targets.
- Drive customer acquisition, retention, renewals and repeat business.
- Identify opportunities for branch expansion and market penetration.
- Monitor competitor products, pricing and market practices.
- Recommend new schemes and product improvements.
2. Business & Branch Performance
- Own overall Gold Loan AUM, disbursements, revenue, yield and profitability.
- Set branch-wise and region-wise business targets.
- Monitor daily, weekly and monthly performance.
- Conduct regular reviews with Regional, Area and Branch Managers.
- Identify underperforming branches and implement corrective actions.
- Improve business and revenue productivity per branch and employee.
3. Product & Pricing
Develop and periodically review:
- Gold Loan schemes
- Interest rates
- Loan-to-Value structures
- Ticket-size segments
- Tenure and repayment structures
- Processing fees and other permitted charges
- Renewal structures
- Customer offers
Ensure products remain competitive, profitable and compliant with applicable regulations.
4. Credit & LTV Governance
- Ensure adherence to approved Gold Loan Credit Policy.
- Monitor Loan-to-Value limits.
- Establish approval authorities and delegation matrices.
- Monitor policy deviations and exceptions.
- Review high-value exposures.
- Coordinate with Credit, Risk and Compliance on policy changes.
5. Gold Appraisal & Custody
Establish strong controls covering:
- Gold appraisal
- Purity testing
- Weight verification
- Valuation
- Documentation
- Packet preparation and sealing
- Vault storage
- Dual custody
- Gold movement
- Release of pledged ornaments
- Reconciliation
Ensure maker-checker and dual-control processes are followed throughout the Gold Loan lifecycle.
6. Operations
Ensure standardised branch processes for:
- Customer onboarding
- KYC
- Gold appraisal
- Sanction and disbursement
- Documentation
- Gold custody
- Interest servicing
- Renewals
- Part payments
- Loan closure
- Gold release
- Customer communication
- System controls
7. Portfolio Quality & Collections
Own and monitor:
- Collection efficiency
- Overdue accounts
- Delinquency
- SMA / NPA
- Interest servicing
- Portfolio ageing
- Renewal behaviour
- Auction pipeline
Work closely with Collections to reduce overdue accounts, prevent NPA slippages and implement structured recovery strategies.
8. Gold Auction Management
Provide oversight of the auction process including:
- Auction-eligible accounts
- Customer notices and communication
- Pre-auction recovery efforts
- Gold valuation
- Auction scheduling
- Auction process
- Adjustment of auction proceeds
- Treatment of surplus amounts
- Unsuccessful or deferred auctions
The objective should be to minimise auctions through effective collections while ensuring timely recovery where required.
9. Customer Acquisition & Experience
- Develop strategies for new customer acquisition and repeat business.
- Improve referral and retention rates.
- Drive local market penetration.
- Monitor customer turnaround time.
- Ensure transparent communication of interest rates, charges and repayment obligations.
- Monitor customer complaints and resolution quality.
10. Sales & Marketing
Work with Marketing and field teams on:
- Local-area campaigns
- Digital campaigns
- Referral programmes
- Seasonal campaigns
- Customer activation
- Renewal campaigns
- Competitor conversion programmes
11. Policy, Risk & Fraud Controls
Work with Credit, Risk, Compliance and Operations to maintain strong policies and controls covering:
- Gold Loan Policy
- Appraisal SOP
- Custody and Vault SOP
- Auction Policy
- Collection processes
- Delegation of Authority
- Exception management
- Fraud prevention
Monitor risks including:
- Fake or spurious gold
- Gold substitution
- Weight / purity manipulation
- Employee-customer collusion
- Unauthorised gold release
- Documentation fraud
- Cash irregularities
- System manipulation
12. Audit & Compliance
- Ensure readiness for internal audit, gold audit, surprise inspections and regulatory reviews.
- Monitor audit findings and ensure timely closure.
- Ensure adherence to applicable RBI directions, KYC requirements, Fair Practices Code and internal policies.
- Work closely with Compliance and Internal Audit on recurring control issues.
13. Team Leadership
Lead and develop the Gold Loan organisation including:
- Regional Managers
- Area Managers
- Branch Managers
- Gold Loan Officers
- Appraisers
- Sales and Operations teams
Responsibilities include manpower planning, performance reviews, training, productivity improvement and succession planning.
14. Training
Ensure training on:
- Gold appraisal
- Product knowledge
- Credit policy
- KYC
- Gold custody
- Fraud prevention
- Customer service
- Collections
- Auction procedures
- Regulatory requirements
15. MIS & Analytics
Maintain dashboards covering:
- AUM
- Disbursement
- Revenue
- Yield
- Collections
- Customer acquisition
- Renewals
- Branch productivity
- LTV
- Delinquency
- NPA
- Auction portfolio
- Gold inventory
- Employee productivity
- Profitability
Use data to identify trends and initiate corrective actions.
16. Profitability & Cost Management
Own the profitability of the Gold Loan business.
Monitor:
- Interest income
- Portfolio yield
- Cost of funds
- Branch operating costs
- Manpower costs
- Marketing costs
- Credit costs
- Auction losses
- Revenue per branch
- Profitability per branch
Key Performance Indicators
- Gold Loan AUM growth
- Monthly disbursement
- Revenue and profitability
- Portfolio yield
- Collection efficiency
- Delinquency / NPA levels
- Customer acquisition
- Renewal and repeat-customer rates
- Branch productivity
- Employee productivity
- Auction levels
- Audit and compliance performance
- Portfolio quality
- New branch performance