Associate Manager II - Process Excellence(SBO)

About Navi

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.

Founders: Sachin Bansal & Ankit Agarwal

Know what makes you a “Navi_ite” :

1. Perseverance, Passion and Commitment

• Passionate about Navi’s mission and vision

• Demonstrates dedication, perseverance, and high ownership

• Goes above and beyond by taking on additional responsibilities

2. Obsession with high-quality results

• 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

3. Resilience and Adaptability

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

About Process Excellence :

1. Identifying Gaps (across process, system and people)

2. Ensuring Right Capture of Data in System

3. Right Behaviour with Customer

4. Reducing Gap between Best & Worst Performers

What would your role at Navi look like?

• Conduct thorough analyses and assessments to identify areas for improvement and innovation
• Collaborate with cross-functional teams to drive strategic initiatives and projects
• Reducing the gap between best-performing and least-performing employees for customer experience & video KYC
• Defining quality for these functions across people, processes and systems and set up processes for continuous improvement.
• Ensuring that the processes in the function is optimized for efficiency
• Ensuring accurate capturing of input efforts
• Ensuring right customer experience across all human touch-related functions. Some of the examples for these include 1. Wow experience to all genuine customers 2. Rejecting customers who should be rejected
• Mentor and groom team members, helping them develop their skills and expertise

What are some good skills for this role?

• Strong analytical and problem-solving skills, Product Thinking
• Business / Sales / Operations leader with 0-1 years of experience
• Ability to collaborate effectively with cross-functional teams and stakeholders
• 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, comfortable with data and customer metrics
• Excellent people management skills,
• Excellent communication and interpersonal skills with a collaborative management style