Team Leader – Employee Benefits & Claims Operations

Job Description: Employee Benefits Claims Processing Supervisor

Job Code: 433248

Location: Pune, India
Experience Required: 6–10 Years
Band: BPO 3/4
Compensation: Up to ₹12 LPA
Education: Commerce Graduate
Joining: As per business requirements

Position Summary

We are seeking a results-oriented Employee Benefits Claims Processing Supervisor to oversee day-to-day claims operations and ensure timely, accurate, and efficient processing of employee reimbursements. The successful candidate will manage team performance, coordinate with internal stakeholders, investigate claim discrepancies, and ensure compliance with service standards and operational policies.

Roles and Responsibilities

• Supervise daily claim processing activities, including employee benefit, travel, and reimbursement claims.

• Validate processed claims for accuracy, completeness, supporting documentation, and adherence to applicable guidelines.

• Monitor team productivity, quality, attendance, and turnaround time against defined operational targets.

• Serve as the central contact for stakeholder queries, claim updates, and service-related concerns.

• Investigate claim discrepancies, recurring errors, and unusual transaction patterns; escalate potential fraud concerns through appropriate channels.

• Manage complex cases and escalations, ensuring timely resolution and effective communication.

• Prepare daily, weekly, and monthly operational dashboards and performance reports for management.

• Track SLAs and KPIs and implement corrective actions when performance targets are not achieved.

• Develop and maintain process documentation, work instructions, and standard operating procedures.

• Identify training needs and facilitate cross-skilling to strengthen team capabilities.

• Recommend process improvements to enhance efficiency, accuracy, and customer experience.

Mandatory Skills and Qualifications

• Bachelor's degree in Commerce or an equivalent commerce qualification.

• 6–10 years of experience in claims processing, reimbursement operations, or employee benefits administration, preferably involving travel claims.

• Team management, quality assurance, or process supervision experience.

• Working knowledge of SAP, MS Excel, and MS Outlook.

• Strong reporting, data analysis, and problem-solving capabilities.

• Excellent communication, stakeholder coordination, and escalation management skills.

• Ability to prioritize multiple tasks, work under pressure, and meet strict deadlines.

• Strong attention to detail, accountability, and customer-focused thinking.

Candidate Eligibility

• Candidates previously employed by TCS are not eligible.

• PAN and DOB details are mandatory for profile creation.

Success Measures

• High claim-processing accuracy and quality.

• Consistent achievement of SLAs, KPIs, and turnaround times.

• Timely resolution of escalations and stakeholder queries.

• Improved team productivity, documentation quality, and process efficiency.