Zonal Manager –Business Development & Service Delivery (Gold appraisal services), Delhi and Ernakulam

Job Description:

Job Title
Zonal Manager – Business Development & Service Delivery (BD & SD)
Reporting To
Head- Operations, Appraiser Recruitment & Service Delivery
Role Summary
The Zonal Manager – Business Development & Service Delivery will be responsible for driving end-to-end operational excellence across his Zones Gold appraisal services business. The role will focus on ensuring seamless service delivery to Banks and NBFCs, scaling and managing the appraiser network, maintaining operational efficiency, ensuring compliance with defined processes, and delivering superior client experience across all territories in his zone. Support business expansion for his zone.

Key Responsibilities

• Lead and manage the overall operational delivery of gold appraisal and audit services across all territories in his Zone.
• Build, expand, and optimize the network of full-time and on-call gold appraisers.
• Plan, help organize and oversee skill tests for all interested and eligible candidates.
• Ensure timely deployment and availability of appraisers based on client requirements and business demand.
• Drive standardized, process-driven and compliant appraisal operationsacross all territories in his Zone.
• Monitor service quality, turnaround time (TAT), productivity and operational performance metrics.
• Work closely with Deputy Zonal Manger and RM, Business Development and Service delivery and Territory Managers Business Development and Service delivery to ensure smooth execution and issue resolution.
• Ensure operational adherence to client SLAs, internal SOPs and regulatory requirements.
• Drive operational scalability, process improvements and cost optimization initiatives.
• Coordinate with client stakeholders for service reviews, escalations and relationship management.
• Support business expansion into new geographies and client accounts.
• Accurate Reporting, MIS and operational dashboards for review on a timely basis.