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.

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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