Team Lead - Process Excellence (Field Audit)

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

What would your role at Navi look like?

• Managing a team of ground Field Quality Analysts (Field QAs) for effective & efficient audit of field visits done by Navi Field Collection Agents to Navi customer’s addresses
• Ensure proper visit planning for effective audit through strong execution; guide and motivate the team of Field QAs to reach monthly audit coverage targets
• Overview of day-to-day field analyst activities including regular audit coverage monitoring, in person visits for on site training, and regular & timely follow-ups with Field QAs
• Guide Field QAs to increase contactability with customers and train the team on parameters such as locating customers, how to properly interact with the customer etc.
• Ensure Audits happen in adherence with the Navi’s code of conduct
• Ensure Field QAs regularly attend all meetings, AHMs, and training sessions as required
• Highlight anomaly patterns found during audit and improving sampling criteria for audit
• Ensure that the team adheres to SOPs related to Field Audit such as timely updation of audit findings for assigned cases, conducting in-depth review and audit of findings of Field QAs, and presenting a synthesis of audit findings on a daily basis
• Run daily team stand-up/ huddle, ensure attendance and process adoption by the Field QA
• Ensure that you and the team are up to date on all relevant circulars and all products/services offered

What are some good to have skills for this role?

• Strong communication and influencing skills
• Comfort with Field visits
• Strong team management skills
• Quality Audit experience is preferred but not mandatory
• Should have valid driving licence and a working vehicle for commute
• Should have a geographical understanding of specified area and fluency in the local language
• 2 - 5 years of people management experience in sales, operations, customer experience or collections role
• Should have a working knowledge of MS Excel and Google Sheets
• Should have high professional ethics and integrity