Gold Loan Authorizer - Gold Loan - Gurgaon - Sector 14 - (M1 - M3)

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.
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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
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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
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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
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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
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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
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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
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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
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Key Skills & Competencies
(Aligned to market benchmarks and profiles)
•    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