Gold Loan Authorizer

Job description

**Role & responsibilities** 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 **Preferred candidate profile** **Experience** - 5-10 years of experience in Banking/NBFC operations - Minimum 2-4 years in Gold Loan / Branch Operations role **Qualification** - Graduate (B.Com / BBA / B.Sc preferred) - MBA/PGDM or relevant certifications preferred