Manager - Central Operations

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.