Associate Manager II, Agency Debt Management Strategy & Business Operations (SBO)

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 :

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

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 :

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.

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

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

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 : This is a general management role based out of Navi Headquarters in Bangalore with ownership of P&L and owning business targets managing external agencies, and hence we see the person being fungible and able to move easily into most of the roles in the central office, inside and outside Strategy, Business & Operations, and also across other businesses of Navi.

What We Expect From You

Own the debt management P&L of the Lending vertical of Navi in his / her region

Responsible for hitting the topline and bottom-line targets

Build a team, processes, and metrics that are consistent and scalable

Come up with insights that can improve the baseline of debt management in Navi

Conduct experiments in the region to validate insights and roll out successful experiments

Coming up with Operations design strategies for step jump improvements

Working closely with central teams like finance, HR, vigilance, audit, etc.

Must Haves

Consistent high achievement in academics and work (top 0.1%) with experience of up to 3 Years.

Inside Navi

We are shaping the future of financial services for a billion Indians through products that are simple, accessible, and affordable. From Personal & Home Loans to UPI, Insurance, Mutual Funds, and Gold — we’re building tech-first solutions that work at scale, with a strong customer-first approach.

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

The Navi DNA

Ambition. Perseverance. Self-awareness. Ownership. Integrity.

We’re looking for people who dream big when it comes to innovation. At Navi, you’ll be empowered with the right mechanisms to work in a dynamic team that builds and improves innovative solutions. If you’re driven to deliver real value to customers, no matter the challenge, this is the place for you.

We chase excellence by uplifting each other—and that starts with every one of us.

Why You'll Thrive at Navi

At Navi, it’s about how you think, build, and grow. You’ll thrive here if :

You’re impact-driven : You take ownership, build boldly, and care about making a real difference.

You strive for excellence : Good isn’t good enough. You bring focus, precision, and a passion for quality.

You embrace change : You adapt quickly, move fast, and always put the customer first.