Executive – India HRO Benefits & Claims Processing

Location: Mumbai
Experience: 5–10 Years (5–6 years of relevant claims processing experience preferred)
Band: BPO 3
Salary: Up to ₹9 LPA
Work Mode: Work From Office (WFO)
Shift: Rotational/Geography-Based Shifts (24×7 Service Delivery)
Department: Human Resources Operations (HRO) – Benefits & Claims

Job Summary

We are seeking a detail-oriented and experienced Senior Executive – India HRO Benefits & Claims Processing to manage and adjudicate employee benefits claims across India and international regions, including Europe, Southeast Asia, and the Middle East.

The ideal candidate will have hands-on experience in claims processing, reimbursement validation, salary advances, benefits administration, and documentation verification. Proficiency in Italian (written and verbal) is required, along with excellent English communication skills and the ability to collaborate with global stakeholders while meeting established service-level agreements (SLAs) and key performance indicators (KPIs).

Key Responsibilities

1. Claims Processing & Adjudication

• Process and adjudicate employee benefits claims for India and international regions in accordance with established policies and guidelines.

• Review and validate gym reimbursement, vaccination, wellbeing benefits, school reimbursement, salary advance, and other employee benefit claims.

• Verify supporting documents, eligibility criteria, claim amounts, and policy compliance.

• Identify discrepancies, investigate exceptions, and coordinate timely resolutions.

• Ensure accurate and timely processing of claims while maintaining data confidentiality and integrity.

2. Benefits Administration & Documentation

• Validate claim-related documentation and ensure all mandatory information is available before processing.

• Apply relevant benefit policies and eligibility rules across different countries and regions.

• Maintain accurate claim records, audit trails, and supporting documentation.

• Handle employee queries related to claims, reimbursements, and benefits eligibility.

3. Global Stakeholder Management

• Collaborate with global HR teams, internal stakeholders, external vendors, and employees to resolve claims-related issues.

• Communicate professionally with stakeholders across different geographies and time zones.

• Use Italian and English communication skills to support relevant regional operations.

• Provide timely updates on claim status, pending documentation, and escalations.

4. SLA & KPI Management

• Meet defined SLAs, productivity targets, accuracy standards, and turnaround times.

• Monitor pending claims and follow up to ensure timely closure.

• Maintain high levels of processing quality and customer satisfaction.

• Support operational reporting and performance tracking as required.

5. Compliance & Process Improvement

• Ensure adherence to company policies, applicable local regulations, and internal controls.

• Maintain confidentiality of employee and benefits-related information.

• Identify recurring errors, processing gaps, and opportunities for operational improvement.

• Contribute to process documentation, knowledge sharing, and continuous improvement initiatives.

Required Qualifications

• Graduate in any discipline; specialization in Human Resources is preferred.

• 5–6 years of relevant experience in India and/or global claims processing and adjudication.

• Hands-on experience in employee benefits claims, reimbursements, advances, and documentation validation.

• Proficiency in Italian, both written and verbal, is required.

• Excellent English communication and stakeholder management skills.

• Strong understanding of SLAs, KPIs, quality standards, and claims processing procedures.

• Ability to manage multiple tasks accurately and meet deadlines in a global service delivery environment.

Preferred Skills

• Knowledge of Darwin benefits administration and Workday.

• Familiarity with ServiceNow (SNOW) or similar ticket management tools.

• Experience supporting international regions, including Europe, Southeast Asia, and the Middle East.

• Strong analytical, problem-solving, and process improvement skills.

• High attention to detail and the ability to handle confidential information.

Key Skills

• India & Global Claims Processing

• Claims Adjudication

• Employee Benefits Administration

• Gym, Vaccination & Wellbeing Reimbursements

• School Reimbursement & Salary Advances

• Documentation Verification and Validation

• Italian Language Proficiency

• Global Stakeholder Management

• Darwin and Workday

• ServiceNow (SNOW) Ticket Management

• SLA & KPI Management

• Compliance and Process Improvement

• Analytical Skills and Attention to Detail

• Written and Verbal Communication

Working Conditions

• Work from Office (WFO); remote work is not available.

• Shift timings will depend on the geographical regions supported, with coverage across a 24×7 service delivery environment.

• Flexibility to work extended hours when required to meet business deadlines.

• Ability to collaborate with international teams across time zones.

Important Hiring Criteria

• Ex-TCS employees are not eligible to apply.

• PAN and date of birth (DOB) are required for candidate profile creation.

• Italian language proficiency and relevant claims processing experience are mandatory.