Gold Loan Authorizer - Gold Loan - Mumbai - Vashi - M1 - M3

Tata Capital; Thane; Sur place; INR 600 000 - 800 000; Plein temps

Résumé du poste

Tata Capital in Thane, Maharashtra, invites applications for a Branch Operations Manager role focused on Gold Loan business. You will oversee end-to-end operations, including disbursement, servicing, custody, and regulatory compliance to ensure smooth branch performance.

This role requires strong KYC, risk management, customer service excellence, team leadership, and MIS reporting to support sales targets and scale. MBA/PGDM or relevant certifications preferred; B.Com/BBA/B.Sc graduates eligible.

Qualifications

• Gold loan operations and branch banking fundamentals.
• KYC, compliance, and regulatory knowledge essential.
• Customer service excellence and relationship management are critical.

Responsabilités

• 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.
• Ensure secure handling, storage, and audit of pledged gold and related documentation.
• Maintain control over gold custody, vault operations, and reconciliation.
• Drive 100% compliance with regulatory norms, internal policies, and audit requirements.
• Conduct internal checks on KYC, documentation, and transaction accuracy.
• Identify and mitigate operational risks, fraud risks, and process gaps.
• Ensure readiness for audits and closure of audit observations.
• Drive high-quality service delivery and quick resolution of customer queries within defined TATs.
• Build customer relationships and support cross-sell initiatives.
• Lead and develop branch operations staff through coaching and training.
• Support sales targets through efficient backend operations and MIS reporting.

Connaissances

Gold loan ops

KYC compliance

Customer service

Team management

Risk management

Cash management

Excel / MIS reporting

Formation

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

MBA/PGDM or relevant certifications

Outils

MS Excel

Description du poste

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: