About This Role
The National Manager leads 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. This role ensures high-quality portfolio performance, regulatory compliance, and continuous process improvement.
Responsibilities
- 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
- 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
- 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
- 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
- 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 behavior
- Provide actionable insights to business, credit, and product teams for decision-making
- 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
- 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
- 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
