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 ● Strategic Initiatives: Collaborate with the Head of SBO to develop and implement key strategic initiatives. ● Within strategic initiatives, own and execute some initiatives which may not fit neatly into one of the functions ● Operational Efficiency: Improve current processes and coordinate within the function and outside for optimized efficiency and productivity ● Communication Bridge: Act as a liaison between the Head of SBO and other executives, employees, and stakeholders, facilitating clear communication and enhancing collaboration. ● Project Management: Oversee key projects and initiatives, ensuring that they stay on track and that resources are allocated effectively. ● Problem Solving: Provide data-driven insights and recommendations to support decision-making. Must Haves ● Entrepreneurial mind-set along with an ability to hustle and solve problems on-ground ● Ability to think outside the box and be comfortable dealing with unstructured problem statements. ● Business first thinking ● Highly analytical and data driven ● Strong interpersonal skills, with a high level of empathy ● Strong verbal and written communication ● Ability to work in a fast paced environment and be a self-starter. 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.