National Manager - ICQ - Gold Loan - Mumbai - Lodha (I-Think Techno Campus)

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 .