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.