Manager - central operations - gold loans - mumbai - lodha (i-think techno campus) - b wing - mm

Objective

Drive centralised operational governance and execution for the Gold Loan business, ensuring timely and accurate processing, strong controls, efficient branch support and superior customer experience.

Key Responsibilities

• Central Operations Management – Manage day-to-day central operations for Gold Loans, ensuring adherence to defined processes, SLAs and operating standards.
• Transaction Processing – Ensure accurate and timely processing of disbursement, servicing, closure, release and other operational transactions.
• TAT & Productivity – Monitor operational TAT, productivity and pending cases and drive timely resolution of exceptions and ageing cases.
• Branch Support – Provide effective operational support to branches and business teams for process, system and transaction-related queries.
• Gold Loan Lifecycle – Ensure robust execution across the loan lifecycle, including disbursement, interest servicing, part-payment, renewal, closure and release of pledged gold.
• Controls & Compliance – Ensure adherence to SOPs, credit / operational policies, regulatory requirements and defined control mechanisms.
• Gold & Collateral Controls – Ensure process adherence relating to gold custody, movement, reconciliation, valuation, documentation and release, in coordination with relevant stakeholders.
• Exception Management – Identify, track and resolve operational exceptions, discrepancies and process deviations through structured RCA.
• System & Process Improvements – Partner with Technology and Business teams to resolve system issues and drive process automation and simplification.
• MIS & Analytics – Prepare and review operational dashboards covering TAT, productivity, pendency, exceptions, quality and SLA adherence.
• Audit & Risk Management – Support internal / external audits and ensure timely closure of observations and implementation of corrective actions.
• Customer Experience – Drive reduction in operational errors, delays and customer complaints and improve overall service experience.
• Stakeholder Management – Coordinate with Business, Credit, Risk, Technology, Finance, Compliance, Customer Service and other stakeholders.
• Team Management – Lead and develop the central operations team, ensuring capability, productivity, discipline and adherence to service standards.
• Continuous Improvement – Identify opportunities to improve operational efficiency, controls, customer experience and scalability of the Gold Loan operating model.

Qualification

Graduate / Postgraduate; MBA preferred.