Senior Lead - GL Ops

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 team''s 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

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, problem-solving, and decision-making skills.

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