Technology has moved from the back office to the core of business strategy in the banking, financial services, and insurance (BFSI) sector, according to KNC Nair, Chief Information Officer of Indel Money. In a recent interview, Nair highlighted how data and digital systems now play a decisive role in driving growth, managing risk, and building customer trust.
Nair noted that the role of the CIO has evolved significantly over the years. Once seen largely as a support function, the position has become a key business leadership role, closely aligned with operations, compliance, and long-term strategy.
Indel Money’s own transformation mirrors this shift. Originally a branch-led gold loan company, the NBFC has transitioned into a largely paperless, digital-first organisation. Today, the entire customer lifecycle—from onboarding and gold appraisal to loan servicing and closure—is handled through digital platforms. Customer identity verification is carried out using Aadhaar- and PAN-based eKYC, while almost all transactions are processed through banking channels, bringing cash usage down to near zero.
Regulatory compliance and data protection form a critical part of Indel Money’s digital framework. The company adheres to Reserve Bank of India guidelines and the Digital Personal Data Protection (DPDP) Act, supported by robust access controls, regular security audits, and systems that allow granular control of customer data.
Looking ahead, Indel Money is adopting a modern, API-driven technology architecture to enable co-lending models and partnerships with banks and other financial institutions. The company is also selectively deploying artificial intelligence across functions such as gold appraisal assistance, fraud detection, credit evaluation, and branch-level security.
According to Nair, technology at Indel Money is no longer a supporting layer but the foundation of the organisation’s operations. In a highly regulated financial environment, he said, digital systems are essential for ensuring trust, effective risk management, and sustainable business growth.
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In a recent interaction with Outlook India, Indel Money Executive Director and CEO Umesh Mohanan highlighted the growing importance of gold as a reliable collateral driving India’s next phase of inclusive credit growth. He explained that gold-backed lending is becoming a key financial tool, especially for individuals and small businesses that face challenges in accessing traditional credit systems.
Gold loans are gaining relevance due to their speed, simplicity, and lower dependency on credit history. Mohanan noted that in India, where households hold large quantities of gold, a significant portion remains underutilised. By bringing this idle asset into the formal financial system, lenders can improve liquidity and expand access to credit in both urban and rural markets.
He emphasised that gold loans are particularly beneficial for MSMEs and individuals in smaller towns, where access to formal banking services is limited. The secured nature of gold lending reduces risk for lenders while enabling faster disbursal for borrowers. This makes gold loans an efficient solution during economic uncertainty and tight credit conditions.
As a regulated NBFC, Indel Money is also playing a key role in moving borrowers away from informal lending practices towards a more transparent and customer-first approach.
With gold evolving from a traditional asset into a strategic financial tool, Indel Money stands at the forefront of enabling inclusive and sustainable economic progress.
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In an interview with People Manager, Anoop C. Nair, Head of Human Resources at Indel Money, shared how flexibility in NBFCs must go beyond remote work and become a structured, fair, and governance-driven strategy. He explained that in a regulated gold-loan business, people policies must balance RBI compliance, customer trust, and local cultural realities.
According to Nair, flexibility does not mean relaxed controls. At Indel Money, the core values—ethics, compliance, and customer dignity—remain uniform across India, while the implementation adapts to regional needs. The company follows a “standardise the why and what, localise the how” approach, supported by regional councils and policy audits to maintain accountability.
He highlighted micro-flexibility practices such as rotating Saturdays off, role swaps within clusters, work-from-home options for eligible roles, Recharge Leave, and Family Leave. These initiatives are designed to improve retention in a branch-led NBFC environment.
Nair also emphasised that AI should handle routine administrative tasks, allowing managers to focus on mentoring and customer trust. He stressed that employee feedback is treated as a direct decision-making input, ensuring inclusive policy updates across geographies.
The interview outlines how flexible, measurable, and skills-driven HR practices are strengthening engagement, compliance, and long-term workforce resilience at Indel Money.
