Team Lead - Sales Relationship Team - Cash Loans

About the Team

The Personal Loans team at Navi helps customers access quick, paperless, and fully digital personal loans - in a simple, fast, and transparent way. The Sales Relationship team focuses on helping customers complete their disbursal journey through assistance and guided support.

About the Role

As a Team Lead, you'll drive Navi's assisted digital disbursal engine - leading a team of Sales Relationship Managers (SRMs) who connect with approved customers and guide them through their loan completion journey. You'll be responsible for performance management, workflow design, coaching, and process excellence, ensuring your team delivers high conversions, strong compliance, and an exceptional customer experience. You'll collaborate closely with Product, Growth, and Tech teams to enhance the assisted journey, and use data and dashboards to continuously improve team output and customer satisfaction.

Key Responsibilities

Team Leadership: Lead, coach, and motivate a team of Sales Relationship Managers to achieve conversion, quality, and CX goals

Performance Management: Track daily, weekly, and monthly performance metrics - conversion %, SLA adherence, NPS, and QA scores - and drive continuous improvement

Workflow & Capacity Management: Design and manage shift rosters to optimize efficiency and reduce idle time

Coaching & Development: Conduct regular feedback sessions, call audits, and skill development training for SRMs to enhance communication, sales and product expertise

Process Improvement: Identify recurring blockers or drop-offs in the disbursal journey, and partner with Product and Tech teams to implement improvements

Escalation Management: Resolve complex customer issues, ensuring timely resolution with zero compromise on compliance or customer trust

Reporting & Insights: Maintain accurate MIS reports on lead performance, agent productivity, and customer trends using Excel and CRM dashboards

Collaboration: Partner cross-functionally with Product and Customer Support to align initiatives and deliver superior assisted conversion outcomes.

Must Haves

1. Education: Graduate in any discipline

2. Experience: 68 years of experience in inbound telesales, or customer success, or any direct customer facing role; preferably in tech or financial services. At least 23 years in a team lead or people management role.

3. Language Skills:

Fluency in English (mandatory)

Fluency in at least one or more in the below Indian languages:

1) Hindi

2) Tamil

3) Kannad

4) Telugu

5) Malayalam

6) Marathi

7) Bengali

4. Leadership & Influencing: Ability to inspire teams through trust-led leadership, clear communication, and result-oriented coaching

5. Communication: Strong verbal and written communication; adept at motivating and mentoring team members while maintaining empathy and professionalism

6. Tech Readiness: Hands-on experience with CRM systems, dialers, and dashboards; comfortable working in app-based and digital-first environments

7. Analytical Skills: Proficiency in MS Excel / Google Sheets for performance tracking, MIS reporting, and funnel analysis

8. Customer-First Mindset: Ethical, data-driven, and committed to delivering a best-in-class customer experience while maintaining compliance

9. Core Traits: Demonstrated perseverance, politeness, and integrity - even under operational pressure

10. Financial Literacy: Strong understanding of loan products, fees, interest rates - to guide team and address customer queries effectively

11. Learnability: Agile learner who can adapt to evolving systems, policies, and product enhancements quickly.

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.