Gold Loan Authorizer - Gold Loan - Beawar - Ajmer Road - M1 - M3

Tata Capital; Beaware; On-site; INR 400,000 - 700,000; Full time

Job summary

Tata Capital in India seeks a Branch Operations Manager for the Gold Loan business. You will manage end-to-end operations, custody of gold, and regulatory compliance while delivering excellent customer service and leading branch staff.

Responsibilities include process adherence, audits, MIS reporting, and collaboration with sales to enable business growth at the branch level.

Qualifications

• Graduate in commerce or related field.
• MBA/PGDM preferred.
• Experience in branch operations is desirable.

Responsibilities

• Oversee end-to-end gold loan operations from sourcing to disbursement, servicing, 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.
• Secure handling, storage, custody and audit of pledged gold and related documents.
• Drive 100% compliance with regulatory norms, internal policies, and audits; conduct internal checks on KYC and documentation.
• Deliver high-quality customer service and quick resolution of queries within defined TATs; drive customer satisfaction and cross-sell.
• Lead branch operations staff, drive productivity and on-the-job coaching.
• Support sales targets through efficient backend operations; ensure branch infrastructure readiness.
• Conduct daily/periodic reconciliations and ensure accurate reporting and MIS.

Skills

Gold loan operations

KYC compliance

Customer service

Team management

Risk management

Cash management

MS Excel / MIS reporting

Education

Graduate (B.Com / BBA / B.Sc)

MBA/PGDM or certifications

Job description

Job Description:

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.

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

• 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

Requirements: