Business Operations Lead

About the Team

Currently, Navi is into Lending, Health Insurance, Mutual Funds, Gold & UPI. This position is for the function SBO (Strategy & Business Operations), which spans across all of these businesses. 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 the 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 (e.G. how to make cashless health claims to 90% - Industry is at 50% or how to solve fraud in debt management and claims)

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

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

2. Customer Experience – Understanding users' pain points and working 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 the 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 and processes, and using that to drive actions which improve the business metrics for short and long term.
• Control tower – Real-time monitoring of all critical business metrics, along with pre-empting and intervening in any issues at an early stage

About the Role

The Chief of Staff to the SBO is a very high-exposure role at Navi. This role provides the birds eye view of every part of the business. The Chief of Staff acts as a strategic partner to the Head of Strategy and Business Operations, enabling effective execution of key priorities across the function. The role ensures alignment between leadership vision and ground-level execution through cross-functional coordination, governance, and analytical problem-solving. The role will oversee high impact initiatives and projects across all functions within Strategy and Business Operations

What We Expect From You

Must Haves

About Navi

We are on a mission to make finance simple, accessible and affordable for a billion Indians. Guided by a strong customer-first approach, we are building tech-first solutions that work at scale. Our offerings include a range of financial products and services across Loans, Insurance, Mutual Funds, Digital Gold and UPI.

Founded by Sachin Bansal & Ankit Agarwal in 2018, we are one of India’s fastest-growing financial services organisations. But we’re just getting started!

Our Culture

At Navi, we’re a place where ambition meets opportunity and ideas turn into impact quickly. We empower people with high ownership from the start, encouraging them to solve meaningful problems and build with excellence. Teams here work in an environment that values speed, collaboration and craftsmanship, while celebrating learning, growth and shared wins along the way. Whether you’re shaping the future of fintech products or driving innovation behind the scenes, life at Navi means being part of a high-energy, talent-driven workplace where your contributions truly make a difference.

We’re guided by our own operating system - The Navi OS - a set of principles that shape how we work and win together. You can explore them at navi.Com / our-values to see what drives us every day.

If this feels like you, Navi is the place to grow, thrive and make a real impact.