Gold Loan Authorizer - Gold Loan - Sumerpur - Asha Pura Colony - M1 - M3

Tata Capital; Sumerpur; On-site; INR 450,000 - 650,000; Full time

Job summary

Tata Capital in India seeks a Branch Operations Manager for its Gold Loan business. You will oversee end-to-end operations, cash handling, custody, and compliance while ensuring exceptional customer service and timely processing.

The role requires strong KYC knowledge, risk management, and leadership of branch staff to drive growth, MIS reporting, and seamless customer experience at the branch level.

Qualifications

• Graduate with commerce/management background.
• MBA/PGDM preferred.
• Experience in gold loan operations is desirable.
• Knowledge of KYC and regulatory norms.

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.
• 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.

Skills

Gold loan ops

KYC & compliance

Customer service

Team management

Risk & audit

Cash reconciliation

Excel / MIS

Education

Graduate degree

MBA/PGDM 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

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: