Role Purpose
To drive effective, 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

📌 Gold Loan Authorizer (Thane)
🏢 Tata Capital
📍 Thane