Job Description

Role Purpose
To drive efficient, compliant, and customer-centric branch operations for the Gold Loan business, ensuring seamless execution of end-to-end processes including disbursement, servicing, custody, and regulatory adherence, while supporting business growth and superior customer experience.
________________________________________
Key Responsibilities
1. Branch Operations Management
. Oversee end-to-end gold loan operations including sourcing support, appraisal coordination, disbursement, renewals, and closures
. Ensure adherence to defined TATs and operational SLAs across all customer transactions
. Manage daily branch activities including cash handling, documentation, and transaction processing
________________________________________
2. Gold Loan Process & Custody Management
. Ensure secure handling, storage, and audit of pledged gold and related documentation
. Maintain strict control over gold custody, vault operations, and reconciliation
. Monitor adherence to valuation standards and internal guidelines for gold appraisal
________________________________________
3. Compliance & Risk Management
. Drive 100% compliance with regulatory norms, internal policies, and audit requirements
. Conduct periodic internal checks on KYC, documentation, and transaction accuracy
. Identify and mitigate operational risks, fraud risks, and process gaps
. Ensure readiness for internal/external audits and closure of audit observations
________________________________________
4. Customer Service Excellence
. Ensure high-quality service delivery and quick resolution of customer queries within defined TATs
. Drive customer satisfaction, retention, and cross-sell effectiveness
. Maintain strong customer relationships and complaint resolution mechanisms
________________________________________
5. Team Management & Productivity
. Lead and manage branch operations staff including tellers and back-office teams
. Drive productivity, discipline, and adherence to operational processes
. Enable capability building through on-the-job coaching and training
________________________________________
6. Business Support & Growth Enablement
. Support sales team in achieving business targets through efficient backend operations
. Ensure readiness of branch infrastructure and processes to handle business scale
. Provide insights through MIS, reconciliation reports, and operational dashboards
________________________________________
7. Audit, Control & Reporting
. Conduct daily/periodic reconciliations (cash, gold, accounts)
. Ensure accuracy in reporting, MIS submission, and compliance documentation
. Coordinate with central teams for operational reporting and system updates
________________________________________
Key Skills & Competencies
(Aligned to market benchmarks and profiles)
. Gold loan operations & branch banking operations
. KYC, compliance, and regulatory knowledge
. Customer service & relationship management
. Team management and branch handling
. Risk management and audit handling
. Cash management & reconciliation
. MS Excel / operational MIS reporting

Qualification
. Graduate (B.Com / BBA / B.Sc preferred)
. MBA/PGDM or relevant certifications preferred

Gold Loan Authorizer - Gold Loan - Kalyan - Sarvodaya Mall - (M1-M3)