About this role
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.
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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
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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
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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
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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
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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
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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
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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
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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