Senior Manager - GL Ops

Job Purpose
Oversee and optimise the operations of the gold loan division by driving operational excellence strategic decisionmaking and overall success in the gold loan business segment.Duties and Responsibilities
Operation Management:
Oversee the daytoday 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 costeffective services while monitoring KPIs for quality
Provide service troubleshooting for process/cashrelated 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 efficient handling of walkin customers including evaluation of gold quality determining loan amounts and schemes and booking loans in the system.
Branch Operations:
Monitor branchlevel 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 management activities ensuring availability of sufficient cash at branches for loan disbursement.
Coordinate with banking teams to facilitate cash delivery and monitor branch cash balances.
Oversee the auction process including scheduling bidder onboarding quality control and settlement/release procedures as well as asset evaluation and pricing.
Ensure compliance with auction regulations and oversee at the branch level.

Regulatory Compliance and Quality Assurance:
Ensure compliance with all regulatory requirements internal policies and quality standards related to gold loan operations.
Implement robust risk management practices to mitigate operational credit and regulatory risks overseeing postbooking quality assurance processes including data entry verification and KYC compliance checks.
Conduct periodic audits reviews and quality assurance activities to assess compliance identify areas for enhancement and address discrepancies promptly.
Manage a team responsible for quality assurance activities responding to queries from audit teams ensuring accuracy and compliance with standards.Team Management:
Participate in recruitment process to identify right talent for various roles in the team
Identify high potential talent and provide opportunity to groom them for future roles
Provide ongoing coaching mentoring and performance feedback to ensure the teams success.
Set clear targets train & motivate the team and foster a positive and collaborative work environment.Key Decisions / Dimensions
Change in the process and the impact of its is a key decision
Decision on physical /digital documents
Inputs into AOP for operational efficiencies and improvement opportunitiesMajor Challenges
Proactive monitoring training educating communicating and aligning on org goals for new joinees in the branches on regulatory and compliance normsRequired Qualifications and Experience
a)Qualifications
Post Graduate
b)Work Experience
Minimum of 8 10 years of experience in banking or financial services with at least 3 years in a managerial role overseeing gold loan operations.
Strong understanding of gold loan products processes and regulatory requirements.
Proven track record of leadership team management and operational excellence.
Excellent analytical problemsolving and decisionmaking skills.
Ability to communicate effectively and build strong relationships with internal and external stakeholders.

Required Experience:

Senior Manager