Senior 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 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

• 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.