Gold Loan Authorizer - Gold Loan - Sales - Mumbai - Borivali - (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