Gold Loan Authorizer - Gold Loan - Sales - Delhi - Lajpat Nagar - JM

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

Job summary

Tata Capital in Maharashtra, Thane is seeking a Branch Operations professional for the Gold Loan business to ensure end-to-end process execution, compliance, and customer-centric service at the branch level.

You will oversee sourcing support, appraisal coordination, cash handling, documentation, and daily operations while maintaining TATs and audit readiness. Leadership of tellers and back-office staff is expected to enable efficient service.

Qualifications

• Graduate with B.Com / BBA / B.Sc preferred.
• MBA/PGDM or relevant certifications preferred.
• Knowledge of KYC, compliance and regulatory norms.

Responsibilities

• Oversee end-to-end gold loan operations including sourcing support, appraisal, 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.
• Drive compliance, risk management, audit readiness and control processes.
• Provide exceptional customer service and resolve queries within defined TATs.
• Lead branch operations staff and enable capability building through coaching and training.
• Support sales targets through efficient backend operations and MIS reporting.
• Coordinate with central teams for reporting and system updates.

Skills

Gold loan operations

KYC & compliance

Customer service

Team management

Risk management

Cash management

Education

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

MBA/PGDM or relevant certifications preferred

Tools

MS Excel

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

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

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

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

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

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

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

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