Job Description

Job Summary

The Operations Manager is responsible for overseeing day-to-day branch and operational activities of the NBFC to ensure smooth, compliant, and efficient delivery of financial products such as Gold Loans, MSME Loans, Fixed Deposits (FD), Recurring Deposits (RD), and other allied services. The role focuses on operational excellence, compliance, team coordination, customer service quality, and achievement of organizational standards.

Key Responsibilities1. Branch & Operational Management

Oversee daily operations of branches to ensure smooth workflow and service delivery. Ensure proper implementation of company policies, SOPs, and operational guidelines. Monitor branch productivity, turnaround time (TAT), and operational efficiency. Coordinate with Branch Managers for operational planning and execution.
2. Product Operations

Supervise end-to-end operations of Gold Loans, MSME Loans, RD, FD, and other financial products. Ensure accurate gold appraisal, documentation, safe custody, and disbursement processes. Monitor loan processing, renewals, closures, and recovery processes. Ensure correct interest rates, incentives, and charges are applied as per policy.
3. Compliance & Risk Management

Ensure compliance with RBI guidelines, internal audits, and statutory regulations. Maintain proper documentation, KYC, AML, and customer due diligence. Identify operational risks and implement corrective and preventive measures. Coordinate with internal and external auditors and ensure timely audit closures.
4. Team Management & Coordination

Supervise, guide, and support branch staff and operations team. Conduct training on processes, compliance, customer handling, and product knowledge. Monitor staff attendance, discipline, productivity, and performance. Foster a culture of accountability, ethical practices, and teamwork.
5. Customer Service & Quality Control

Ensure high standards of customer service and grievance redressal. Handle escalated customer complaints and ensure timely resolution. Monitor customer feedback and implement service improvement initiatives. Ensure transparency and trust in all customer interactions.
6. Reporting & MIS

Prepare and review daily, weekly, and monthly MIS reports. Track key operational metrics such as disbursements, collections, renewals, and logins. Share performance insights with senior management for decision-making.
7. Coordination with Other Departments

Liaise with Credit, Risk, Accounts, HR, IT, and Compliance teams. Ensure smooth coordination for disbursements, reconciliations, and system updates. Support new product launches and process improvements.
Key Skills & Competencies

Strong knowledge of NBFC operations and financial products. Sound understanding of gold loan processes and MSME lending. Excellent leadership, communication, and problem-solving skills. High attention to detail and compliance orientation. Ability to manage multiple branches and teams. Proficiency in MIS reporting and basic financial analysis.
Qualifications

Graduate/Postgraduate in Commerce, Finance, Business Administration, or related field. Minimum 3-8 years of experience in NBFC/Banking operations (Gold Loan experience preferred). Exposure to multi-branch operations is an added advantage.
Key Performance Indicators (KPIs)

Operational efficiency and TAT Compliance and audit scores Customer satisfaction levels Error rates and process deviations Branch productivity and operational cost control
Job Types: Full-time, Permanent

Pay: ₹15,695.76 - ₹52,812.56 per month

Benefits:

Provident Fund
Work Location: In person