Manager - GL Ops

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 efficient 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 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 execution 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 post-booking 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 execution is a key decision
•  Decision on physical /digital documents
•  Inputs into AOP for operational efficiencies and improvement opportunities
  
  
  

Major Challenges

▪ Proactive monitoring, training, educating, communicating and aligning on org goals for new joinees in the branches on regulatory and compliance norms

Required Qualifications And Experience

•  Qualifications
  
  
  

▪ Post Graduate

•  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, problem-solving, and decision-making skills.

▪ Ability to communicate effectively and build strong relationships with internal and external stakeholders.

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