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