Lead and manage end-to-end business operations for the Gold Loan business, ensuring smooth branch and backend functioning.
Monitor key operational metrics, productivity, TATs, and service quality across branches and support teams.
Drive process standardization, operational efficiency, and continuous improvement initiatives.
Coordinate with Sales, Credit, Risk, Audit, Finance, IT, and Operations teams to resolve business and customer issues.
Track branch performance, portfolio movement, disbursements, renewals, and customer service parameters.
Ensure adherence to regulatory, compliance, audit, and internal policy requirements across locations.
Analyze operational data and MIS reports to identify trends, gaps, and opportunities for improvement.
Manage escalations and provide timely resolution of customer, branch, and business concerns.
Support implementation of current products, process changes, system enhancements, and business initiatives.
Lead and develop the operations team to ensure high performance, accountability, and service excellence.

📌 Lead Business Operations (India)
🏢 Aditya Birla Capital
📍 India