National Manager - ICQ - Gold Loan - Mumbai - Lodha (I-Think Techno Campus) - 2nd Floor - (M7-M9)

Role Purpose

To lead the Internal Control & Quality (ICQ) / Hindsighting function for the Gold Loan business by establishing robust process controls, risk monitoring frameworks, audit governance, and analytics-driven insights, ensuring high-quality portfolio performance, regulatory compliance, and continuous process improvement.

Key Responsibilities

1. Hindsighting Framework & Control Design

•    Design and implement Hindsighting frameworks to retrospectively assess loan quality, underwriting accuracy, and process adherence

•    Develop scoring models, validation frameworks, and sampling methodologies to identify deviations and systemic gaps

•    Institutionalize structured reviews to detect early warning signals across the portfolio

2. Process Quality & Internal Control Governance

•    Establish and drive process quality standards across the Gold Loan lifecycle (sourcing → underwriting → disbursement → servicing)

•    Identify process gaps and implement corrective actions to strengthen operational controls

•    Standardize SOPs, checklists, and control frameworks across branches/zones

3. Risk Monitoring & Fraud Prevention

•    Build and manage risk monitoring frameworks to detect fraud, deviations, and operational deficiencies

•    Identify patterns in process failures, underwriting lapses, and fraud signals and drive preventive measures

•    Collaborate with Risk, Credit, and Vigilance teams to strengthen control mechanisms

4. Audit, Compliance & Regulatory Oversight

•    Partner with Internal Audit, Compliance, and Regulatory teams to ensure adherence to RBI guidelines and internal policies

•    Track audit observations, ensure closure, and strengthen controls to prevent recurrence

•    Represent ICQ/Hindsighting in audit forums and review committees

5. Analytics, Insight Generation & Reporting

•    Develop analytics-driven dashboards and MIS to track process quality, deviation trends, and portfolio risk

•    Analyze error trends, early delinquency patterns, process inefficiencies, and customer behaviour

•    Provide actionable insights to business, credit, and product teams for decision-making

6. Process Improvement & Continuous Enhancement

•    Drive continuous improvement initiatives to reduce errors, improve TAT, and enhance customer experience

•    Recommend and implement process changes based on findings from hindsighting, audits, and analytics

•    Lead cross-functional projects for process transformation and optimization

7. Product & Policy Feedback Loop

•    Work closely with Product and Policy teams to refine product guidelines, underwriting norms, and operational processes

•    Provide structured feedback on LTV norms, onboarding processes, and system workflows

•    Enable alignment between product design and ground-level execution

8. Cross-Functional Stakeholder Management

•    Collaborate with Business, Credit, Risk, Operations, Technology, Audit, and Compliance teams

•    Act as a central authority for process validation and control effectiveness

•    Present insights, risks, and recommendations to senior leadership forums

9. Team Leadership & Capability Building

•    Build and lead a high-performing ICQ/Hindsighting team

•    Drive capability development through training, knowledge sharing, and exposure to product/process understanding

•    Enable teams to conduct structured reviews, audits, and analytics

Qualification

•    Graduate (Commerce / Finance preferred)

•    MBA / PGDM / CA preferred