Manager - ICQ

Role Purpose
To strengthen the internal control framework, operational compliance, process governance, and quality standards across the Gold Loan business within the assigned region.
The role is responsible for conducting quality reviews, identifying process gaps, minimizing operational risks, ensuring regulatory compliance, and driving continuous improvement across branches.

Key Responsibilities
Internal Control & Audit Management
- Conduct periodic branch audits and operational reviews across the region.

- Ensure adherence to company policies, SOPs, risk management guidelines, and regulatory requirements.

- Verify controls related to gold appraisal, loan sanctioning, disbursement, renewal, custody, and auction processes.

- Identify operational risks, process deviations, and control weaknesses.

- Recommend corrective and preventive actions for audit observations.

Quality Assurance & Process Monitoring
- Develop and implement quality assurance frameworks for branch operations.

- Perform quality checks on customer documentation, loan files, KYC, and transaction records.

- Monitor process compliance and service quality across branches.

- Track key quality metrics and prepare regional quality scorecards.

- Conduct root cause analysis for recurring quality issues and process failures.

Gold Loan Operations Review
- Validate adherence to gold valuation norms and appraisal standards.

- Review pledge management, vault security, inventory controls, and documentation.

- Monitor auction processes and ensure compliance with approved procedures.

- Ensure proper maintenance of branch records and customer files.

Regulatory & Compliance Monitoring
- Ensure compliance with RBI regulations, AML guidelines, KYC norms, and internal policies.

- Monitor exceptions and regulatory violations.

- Coordinate with Compliance, Risk, Vigilance, and Audit teams for corrective actions.

- Support regulatory inspections and internal/external audits.

Investigation & Risk Management
- Conduct investigations into frauds, operational lapses, customer complaints, and policy violations.

- Assess risk exposure and recommend mitigation measures.

- Monitor high-risk transactions and exception reporting.

Training & Capability Building
- Conduct branch-level training on internal controls, compliance requirements, and operational best practices.

- Educate branch staff on process updates and regulatory changes.

- Support operational excellence initiatives across the region.

Stakeholder Management
- Work closely with Regional Business Heads, Area Managers, Branch Managers, Risk, Operations, Compliance, and Internal Audit teams.

- Present audit findings, risk trends, and quality performance reports to management.

- Drive closure of audit observations within agreed timelines.

Educational Qualification
- Graduate (Commerce / Finance preferred)
- MBA / PGDM / CA preferred