Gold Loan Authorizer - Gold Loan - Sales

Tata Capital; Jamnagar; On-site; INR 600,000 - 900,000; Full time

Job summary

Tata Capital Gujarat branch is seeking a Branch Operations Manager to oversee end-to-end gold loan processes, including sourcing support, appraisals, disbursement, renewals, and closures, ensuring timely, compliant service.

You will manage cash, custody of pledged gold, KYC compliance, audits, and customer service, drive back-end efficiency for sales targets, and lead branch staff with coaching to achieve high performance.

Qualifications

• Graduate degree in commerce or related field required or preferred.
• MBA/PGDM or equivalent certification preferred.

Responsibilities

• 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 strict control over gold custody, vault operations, and reconciliation.
• Monitor adherence to valuation standards and internal guidelines for gold appraisal.
• 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.
• 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.
• 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.
• 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.

Skills

Gold loan ops

KYC compliance

Customer service

Team management

Risk audit

Cash reconciliation

Excel MIS reporting

Education

B.Com / BBA / B.Sc

MBA/PGDM or cert

Tools

MS Excel

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

(Aligned to market benchmarks and pro

• 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