Description
Role Purpose

To drive productive, 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 throu

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