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
- 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
- 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
- Compliance Risk Management
- Drive
- 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
- 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 robust customer relationships and complaint resolution mechanisms
- 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
- Business Support Growth Enablement
- Support sales team in achieving business targets through efficient backend operations
- Ensure readiness of

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