Job Purpose
Oversee and optimise the operations of the gold loan division by driving operational excellence, strategic decision-making, and overall success in the gold loan business segment.Duties and Responsibilities
Operation Management:
• Oversee the day-to-day operations of the gold loan department, ensuring smooth functioning and adherence to operational standards.
• Monitor key performance indicators (KPIs) and operational metrics to track performance, identify areas for improvement, and streamline processes and workflows to optimise resource utilisation and reduce turnaround time.
• Develop and manage budgets for operational activities such as stamp paper costs, storage expenses, agency fees for document storage, etc.
• Oversee vendor relationships, including gold appraisers, security providers, and logistics partners, negotiating contracts, SLAs, and pricing to ensure cost-effective services, while monitoring KPIs for quality
• Provide service troubleshooting for process/cash-related queries by internal teams and handle exceptions and deviations to ensure seamless flow





Customer Relationship Management:
• Oversee the loan booking process from initial customer interaction to disbursement.
• Collaborate with the sales and customer service teams to understand customer needs and preferences.
• Monitor customer satisfaction levels and address customer inquiries, escalations, and complaints in a timely and effective manner
• Ensure effective handling of walk-in customers, including evaluation of gold quality, determining loan amounts and schemes, and booking loans in the system.
Branch Operations:
• Monitor branch-level activities to ensure compliance with SOPs, customer service standards, and regulatory requirements.
• Collaborate with branch managers and teams to address operational challenges and optimise processes.
• Conduct periodic audits to assess branch performance and adherence to company guidelines.
Cash Management and Auction Process:
• Manage cash mana

📌 Senior Manager (Pune)
🏢 Bajaj Finance
📍 Pune