Senior Lead - GL Ops

Job description

**Location Name:** Pune Corporate Office - Fountainhead **Job Purpose** Oversee and optimise the operations of the gold loan division by driving operational excellence, strategic decision-making, and overall success in the gold loan business segment. **Duties And Responsibilities** Operation Management: - Oversee the day-to-day operations of the gold loan department, ensuring smooth functioning and adherence to operational standards. - Monitor key performance indicators (KPIs) and operational metrics to track performance, identify areas for improvement, and streamline processes and workflows to optimise resource utilisation and reduce turnaround time. - Develop and manage budgets for operational activities such as stamp paper costs, storage expenses, agency fees for document storage, etc. - Oversee vendor relationships, including gold appraisers, security providers, and logistics partners, negotiating contracts, SLAs, and pricing to ensure cost-effective services, while monitoring KPIs for quality - Provide service troubleshooting for process/cash-related queries by internal teams and handle exceptions and deviations to ensure seamless flow **Customer Relationship Management** - Oversee the loan booking process from initial customer interaction to disbursement. - Collaborate with the sales and customer service teams to understand customer needs and preferences. - Monitor customer satisfaction levels and address customer inquiries, escalations, and complaints in a timely and effective manner - Ensure efficient handling of walk-in customers, including evaluation of gold quality, determining loan amounts and schemes, and booking loans in the system. **Branch Operations** - Monitor branch-level activities to ensure compliance with SOPs, customer service standards, and regulatory requirements. - Collaborate with branch managers and teams to address operational challenges and optimise processes. - Conduct periodic audits to assess branch performance and adherence to company guidelines. **Cash Management And Auction Process** - Manage cash management activities, ensuring availability of sufficient cash at branches for loan disbursement. - Coordinate with banking teams to facilitate cash delivery and monitor branch cash balances. - Oversee the auction process, including scheduling, bidder onboarding, quality control, and settlement/release procedures as well as asset evaluation and pricing. - Ensure compliance with auction regulations and oversee execution at the branch level. **Regulatory Compliance And Quality Assurance** - Ensure compliance with all regulatory requirements, internal policies, and quality standards related to gold loan operations. - Implement robust risk management practices to mitigate operational, credit, and regulatory risks, overseeing post-booking quality assurance processes, including data entry verification and KYC compliance checks. - Conduct periodic audits, reviews, and quality assurance activities to assess compliance, identify areas for enhancement, and address discrepancies promptly. - Manage a team responsible for quality assurance activities, responding to queries from audit teams, ensuring accuracy, and compliance with standards.|Team Management: - Participate in recruitment process to identify right talent for various roles in the team - Identify high potential talent and provide opportunity to groom them for future roles - Provide ongoing coaching, mentoring, and performance feedback to ensure the team's success. - Set clear targets, train & motivate the team, and foster a positive and collaborative work environment. **Key Decisions / Dimensions** - Change in the process and the impact of its execution is a key decision - Decision on physical /digital documents - Inputs into AOP for operational efficiencies and improvement opportunities **Major Challenges** - Proactive monitoring, training, educating, communicating and aligning on org goals for new joinees in the branches on regulatory and compliance norms **Required Qualifications And Experience** - Qualifications - Post Graduate - Work Experience - Minimum of 8 - 10 years of experience in banking or financial services, with at least 3 years in a managerial role overseeing gold loan operations. - Strong understanding of gold loan products, processes, and regulatory requirements. - Proven track record of leadership, team management, and operational excellence. - Excellent analytical, problem-solving, and decision-making skills. - Ability to communicate effectively and build strong relationships with internal and external stakeholders.