433870 Group Lead – Employee Benefits (Operations/Claims)

Gratitude Inc

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15 hours ago

10-15 Year(s)

Pune

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Job Description

Key Skills

Customer Service SAP MS Office Advanced Proficiency ms excel team leadership Strong English Communication Skills Supervise daily helpdesk operations and manage escalations Analytical and Problem-Solving Skills

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Job Title: Group Lead – Employee Benefits Operations

Location: Pune

Experience: 10–12 Years

Band: BPO 5

Salary: Up to ₹17 LPA

Job Code: 433870

Shift: 9:00 AM – 6:00 PM IST

Role Overview

We are looking for an experienced Group Lead – Employee Benefits Operations to lead the Employee Benefits/Travel Claims Operations function. The ideal candidate should have strong experience in Finance & Accounting, AP/AR, HRO operations, employee travel claims, and reimbursement processing, along with proven team management and client management experience.

The role will be responsible for managing a team of 25–40 resources, ensuring operational excellence, SLA/KPI adherence, quality, stakeholder management, and continuous process improvement.

Key Responsibilities

Spearhead the Employee Benefits Line of Business and ensure smooth day-to-day operations.

Review claims processed by the team to ensure accuracy, completeness, and compliance with defined policies and procedures.

Act as the Single Point of Contact (SPOC) for internal and external stakeholders, addressing queries and providing timely updates.

Lead, coach, and mentor a team of 25–40 processors, monitoring individual and team performance.

Analyze claims and operational data to identify trends, potential fraud indicators, process gaps, and improvement opportunities.

Handle and resolve operational and client escalations within defined timelines.

Prepare and publish performance reports and operational metrics for leadership review.

Ensure proper process documentation, SOP maintenance, and cross-skilling of team members.

Drive adherence to SLAs, KPIs, quality standards, and productivity targets.

Collaborate effectively with clients, stakeholders, and internal support functions.

Drive continuous improvement initiatives to enhance quality, efficiency, and customer experience.

Ensure appropriate controls are in place for claims processing and reimbursement activities.

Apply strong Finance & Accounting knowledge, particularly in AP/AR and reconciliation processes.

Required Work Experience

10–15 years of overall experience in Finance & Accounting / HRO / Client Management operations.

Strong experience in employee travel claims processing and reimbursement, preferably for the India market.

Hands-on experience in Accounts Payable, Accounts Receivable, and reconciliation.

Minimum 3–4 years of experience managing teams as a Manager/Group Lead.

Experience managing a team of approximately 25–40 resources.

Experience in handling client/stakeholder interactions, escalations, and operational reporting.

Exposure to claims review, quality checks, process controls, and identifying potential fraudulent claims will be an advantage.

Educational Qualification

Graduate in Commerce or a related discipline.

CA Inter passed is the minimum required qualification.

Strong understanding of Finance & Accounting concepts, particularly AP/AR and reconciliations.

Key Skills

Strong verbal and written communication skills.

Excellent analytical and problem-solving abilities.

Strong team leadership and people management skills.

Ability to work effectively under pressure and meet strict timelines.

Strong stakeholder and client management capabilities.

Customer-centric approach with a focus on service quality.

Ability to manage escalations and drive timely resolution.

Strong attention to detail and process orientation.

Ability to identify process improvement opportunities and implement solutions.

Technical Skills

MS Office

MS Excel – strong working knowledge

SAP

Experience with operational reporting and data analysis.

Additional Information

Ex-TCS employees are not eligible to apply.

PAN and Date of Birth (DOB) are required for profile creation.

Role

Team Leader

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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Nirad Prava Rout

Recruiter - Gratitude Inc

NA, india

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