Head - Process Excellence, SBO (Group Manager)

Navi is one of the fastest-growing financial services companies in India providing Personal & Home Loans, UPI, Insurance, Mutual Funds, and Gold. Navi's mission is to deliver digital-first financial products that are simple, accessible, and affordable. Drawing on our in-house AI/ML capabilities, technology, and product expertise, Navi is dedicated to building delightful customer experiences.

• Passionate about Navi’s mission and vision
• Demonstrates dedication, perseverance and high ownership
• Goes above and beyond by taking on additional responsibilities

• Consistently creates value for the customers and stakeholders through high-quality outcomes
• Ensuring excellence in all aspects of work
• Efficiently manages time, prioritizes tasks, and achieves higher standards

• Adapts quickly to new roles, responsibilities, and changing circumstances, showing resilience and agility

Role : Group Manager

Team - Strategy & business Operations (SBO)

Background - Consistent high achievement in academics and work (top 0.1%) with experience of upto 10 Years

About Strategy & business Operations (SBO) - SBO is front end for all non automated interactions with Navi customers and has two broad focus areas: 

1. Be the representative of the customers in Navi and representative of Navi to the Customers

2. Build Industry first and best ever customer facing innovations across products - Look for big problem statements which can create long term step jump results, create a strategy around it and execute it as well.

SBO currently has four operating verticals with prime focus on achieving business objectives: 

1. Debt Management – Focus on making our lending portfolio profitable by ensuring we get most of
   money back we have lent using data science and human behavior principles.

2. Customer Experience – Understanding users pain points and work with product and tech to
   better our offerings.

3. Claims – Give the best ever customer experience to genuine customers and catch all
   fraudulent cases upfront

4. Operations – Non customer facing operations focused on making customer experience
   better while managing operations risk

SBO also has central functions to ensure constant innovation & support for operating

verticals:

• Process Excellence – Create, audit and improve people and various processes : broadly involves auditing and doing RCAs on people, processes & systems, and using that to drive actions which improves the business metrics for short and long term.

• Control tower – Real time monitoring of all critical business metrics along with pre-empting and intervening any issues at early stage

If you are someone who has exceeded expectations in MOST of the things you have taken up in your life (be it academics, or work, or any hobbies), it’s a place made for you. 

What would your role at Navi Look Like?

• This role offers an exciting opportunity to lead a large-scale operation involving over 400+ team members and more than 100 individuals working indirectly(product and Engineering, Analytics and other support functions) , all dedicated to achieving the goal.

• As the leader, you would be responsible for overseeing the overall Strategy and Operations of the Tele Debt Management. This includes setting goals, defining metrics for success, and devising strategies to achieve them.

• Working closely with other departments such as Product and Engg, Analytics and HR for seamless operations and resolving any issues that may arise.

Key Skills Needed

• Entrepreneurial mind-set along with an ability to hustle and solve problems on-ground

• A strategic mind-set, with a well-honed eye for detail

• Excellent communication and interpersonal skills with a collaborative management style

• Business first thinking

• Ability to work in a fast paced environment and be a self-starter.

• Openness to work in technology first

• Takes initiative and can think of new ways to approach a problem

• Looking forward to get his/her hands dirty to solve a problem