Location Name: Pune Corporate Office - Fountainhead

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

📌 Lead - GL Ops (Pune)
🏢 Bajaj FinServ
📍 Pune