Customer Success Manager – Home Loans

About the Team

The Home Loans team at Navi helps customers access housing finance in a simple, fast, and transparent way. The team works closely with customers, builders, and internal teams to ensure smooth loan processing—from application to disbursal. Focused on delivering a great customer experience, the team handles internal and external stakeholders along with compliance. By combining field presence with strong central support, the team plays a key role in making home ownership easier and more accessible.

About the Role

Senior Customer Success Manager – Home Loans

Welcome to the "last mile" of lending. Once a loan is approved, you step in to collect the right documents, check every detail, and turn that approval into cash in the customer's account.

You keep paperwork simple for customers, answer property-related questions from vendors, and upload everything for quick internal checks. If a problem appears, you jump in—whether that means a quick phone call, a city-side document pick-up, or a visit to the property site.

Your goal is clear: finish each file on time so monthly sales targets stay on track and customers can move into their new homes without delay.

What We Expect From You

- Lead and mentor the Sales Fulfillment team to ensure timely document collection, agreement signing, and quick query resolution
- Identify bottlenecks in the disbursement process and implement improvements to reduce Turnaround Time (TAT) and increase First Time Right (FTR).
- Own and drive disbursements and conversion targets.
- Ensure process adherence and track success metrics across the team.
- Collaborate with internal stakeholders (Operations, Credit, Business) and external partners
- Provide insights and feedback to internal teams for improving products and customer experience.

Must Haves

We are looking for a people and process leader who can own complex workflows end-to-end while ensuring customer delight and operational efficiency. The ideal candidate will bring a blend of team leadership, stakeholder management, and process improvement experience, along with a sharp problem-solving mindset.

- 4–7 years of experience in roles involving sales fulfillment, customer operations, service delivery, or process excellence — any environment where speed, accuracy, and customer experience are equally critical.
- Prior team management experience (leading 5–15 members), with a track record of coaching, motivating, and building accountability.
- Experience working in cross-functional environments, collaborating with sales, product, operations, or external partners to drive outcomes.
- Exposure to process-heavy, high-volume environments (e.g., telecom, BPO/KPO, logistics, e-commerce, consumer tech, or financial services) where compliance and customer experience must go hand in hand.
- Workflow ownership: Ability to streamline processes, identify bottlenecks, and drive improvements that reduce turnaround times and errors.
- Data-driven approach: Comfort with metrics, dashboards, and root-cause analysis to track and improve performance (TAT, FTR, conversion).
- Customer-first orientation: Skilled at handling escalations and ensuring seamless experiences even in complex, multi-party interactions.
- Leadership: Proven ability to set goals, monitor execution, and build high-performing, motivated teams.
- Stakeholder management: Strong influencing and negotiation skills to align diverse stakeholders and resolve issues quickly.
- Communication: Excellent interpersonal and written/verbal communication skills for managing multiple stakeholders simultaneously.
- Agility & adaptability: Thrives in fast-paced, high-growth setups and comfortable with intra-city travel when required.

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.

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