Gold Loan Authorizer - Gold Loan - Delhi - Laxmi Nagar - (M1 - M3)

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