Role Mandate

Own and scale everything between loan sanctioned and loan closed - the physical, process, and compliance backbone of the business.

This is a builder role, not a desk job. You will create systems that scale from <10 to 300+ branches, ensuring operational reliability at every step.

Key Responsibilities

1. Gold Operations & Custody

- Own end-to-end gold lifecycle: collection - testing - storage - reconciliation - return/auction

- Ensure daily reconciliation between physical gold and loan book

- Drive auction compliance (RBI norms, 90-day rule)

- Implement tech-led tracking (QR/RFID, digital tools)

2. Branch Infrastructure & Expansion

- Build and execute a branch setup playbook (location, lease, fit-out, vaults)

- Standardize equipment (XRF, CCTV, biometric access)

- Reduce branch go-live timelines to <45 days

- Ensure - pre-launch compliance sign-offs

3. Physical Security

- Manage security vendors, CIT processes, and insurance

- Define vault access protocols and audit mechanisms

- Own incident response (theft, fire, emergencies)

4. Compliance & Audit Readiness

- Ensure branches are always inspection-ready (RBI)

- Own audit closures and compliance execution at branch level

- Maintain KYC/document storage standards with defined SLAs

5. Collections Execution

- Drive collections strategy: OD tracking, field visits, escalation

- Manage LTV tracking and NPA prevention

- Ensure strong CRM adoption and data discipline

6. Process Excellence & Quality Control

- Design SOPs for all field and branch operations

- Run mystery audits and drive continuous improvements

- Own operational training content

7. Vendor & Cost Management

- Empanel and manage vendors (security, CIT, equipment, infra)

- Optimize cost per branch through process and tech improvements

What You'll Also Drive

- Translate credit & risk policies into field execution

- Partner with product/tech to build ops tools

- Build real-time dashboards (gold, collections, compliance)

- Support due diligence, audits, and fundraise readiness

What This Role Does NOT Own

- Credit & risk policy

- Regulatory reporting

- Sales & revenue targets

- HR & people management processes

- Product/engineering roadmap

Who We're Looking For

Experience

- 8-10 years in operations (NBFC / fintech / lending preferred)

- Strong exposure to branch or field operations

- Experience in setting up operations or scaling from scratch

- Exposure to high-value asset handling / security / custody

Capabilities

- Strong process orientation with tech-first mindset

- Data-driven decision making (dashboards, metrics)

- Ability to operate in ambiguity and scale systems

Mindset

- Builder, not maintainer

- Takes ownership end-to-end

- Solves problems in the field, not just in reviews

- Outcome-driven (accuracy, compliance, efficiency)

Why This Role Matters

In a gold loan business, operations is the business.

If this layer fails, everything breaks.

You will be the single accountable owner ensuring it never does.