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Description 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 ManagementOversee end-to-end gold loan operations including sourcing support, appraisal coordination, disbursement, renewals, and closuresEnsure adherence to defined TATs and operational SLAs across all customer transactionsManage daily branch activities including cash handling, documentation, and transaction processing ________________________________________ Gold Loan Process & Custody ManagementEnsure secure handling, storage, and audit of pledged gold and related documentationMaintain strict control over gold custody, vault operations, and reconciliationMonitor adherence to valuation standards and internal guidelines for gold appraisal ________________________________________ Compliance & Risk ManagementDrive 100% compliance with regulatory norms, internal policies, and audit requirementsConduct periodic internal checks on KYC, documentation, and transaction accuracyIdentify and mitigate operational risks, fraud risks, and process gapsEnsure readiness for internal/external audits and closure of audit observations ________________________________________ Customer Service ExcellenceEnsure high-quality service delivery and quick resolution of customer queries within defined TATsDrive customer satisfaction, retention, and cross-sell effectivenessMaintain strong customer relationships and complaint resolution mechanisms ________________________________________ Team Management & ProductivityLead and manage branch operations staff including tellers and back-office teamsDrive productivity, discipline, and adherence to operational processesEnable capability building through on-the-job coaching and training ________________________________________ Business Support & Growth EnablementSupport sales team in achieving business targets through efficient backend operationsEnsure readiness of branch infrastructure and processes to handle business scaleProvide insights through MIS, reconciliation reports, and operational dashboards ________________________________________ Audit, Control & ReportingConduct daily/periodic reconciliations (cash, gold, accounts)Ensure accuracy in reporting, MIS submission, and compliance documentationCoordinate with central teams for operational reporting and system updates ________________________________________ Key Skills & Competencies (Aligned to market benchmarks and profiles) Gold loan operations & branch banking operationsKYC, compliance, and regulatory knowledgeCustomer service & relationship managementTeam management and branch handlingRisk management and audit handlingCash management & reconciliationMS Excel / operational MIS reporting Qualification Graduate (B.Com / BBA / B.Sc preferred)MBA/PGDM or relevant certifications preferred .