* Own the full branch: operations, team, compliance, vault and customer experience
* Own the old gold buying process and give final approval on high-value payments
* Own the pledged gold release process and coordinate with banks, NBFCs and pawn brokers, including visits when needed
* Re-check purity and weight of released gold before it goes back to the customer
* Ensure all gold is tagged, sealed and stored safely in the vault, with insurance current and monthly stock reconciliation done
* Detect fraud and wrong valuations, and report to the Operations Manager the same day (staff-related cases also to the CHRO)
* Conduct surprise checks and audits, plus a monthly self-audit
* Ensure complete KYC on every transaction and keep records audit-ready
* Lead the ABM, Executive and Karigar with daily briefings and weekly one-on-ones
* Keep the XRF machine, scales and cleaner working and calibrated
* Handle escalated customer complaints personally and build relationships with repeat customers
* Keep the CRM accurate and send the daily MIS and weekly performance review to the Operations Manager