Team Lead – Employee Benefits

Location: Pune
Experience: 6–10 Years
Band: BPO 3/4
Salary: Up to ₹12 LPA
Job Code: 433248

Role Overview

We are looking for an experienced Team Lead – Employee Benefits to oversee employee benefit claim reimbursements, with a particular focus on travel claims. The role will be responsible for reviewing claim accuracy, managing team performance, handling stakeholder queries and escalations, monitoring operational metrics, and ensuring compliance with defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

The ideal candidate should have strong analytical, communication, and team-management skills, along with practical experience using SAP and Microsoft Office applications.

Key Responsibilities

• Review employee benefit and travel reimbursement claims for accuracy, completeness, and adherence to established policies.

• Lead and guide a team of claim processors to ensure productivity, quality, and timely claim resolution.

• Monitor team performance against defined SLAs, KPIs, quality standards, and turnaround times.

• Act as the Single Point of Contact (SPOC) for stakeholders, responding to inquiries and providing timely updates.

• Investigate claim discrepancies, identify processing errors, and ensure appropriate corrective actions.

• Analyze claim data to identify trends, recurring issues, potential fraudulent activity, and opportunities for process improvement.

• Manage escalations and coordinate with relevant stakeholders to ensure timely resolution.

• Prepare and publish operational reports, dashboards, and performance metrics for leadership.

• Maintain accurate process documentation, Standard Operating Procedures (SOPs), and audit-ready records.

• Support cross-skilling, knowledge sharing, and training to improve team flexibility and operational effectiveness.

• Identify opportunities to improve claim-processing accuracy, productivity, and customer satisfaction.

• Ensure consistent application of employee benefit policies and established process guidelines.

Required Experience

• 6–10 years of relevant experience in employee benefit claims, reimbursement processing, or related operations.

• Strong experience in travel claims and reimbursement management.

• Experience guiding a team, monitoring performance, and ensuring operational targets are achieved.

• Proven ability to manage stakeholder queries, escalations, and time-sensitive requests.

• Experience preparing operational reports and analyzing performance metrics.

• Working knowledge of claim validation, documentation, and process controls.

Core Skills

• Employee Benefits Administration

• Travel Claims and Reimbursement Processing

• Claims Review and Validation

• Team Leadership and Performance Management

• Stakeholder Management

• Escalation Management

• SLA and KPI Monitoring

• Data Analysis and Trend Identification

• Fraud Risk Identification

• Reporting and MIS

• Process Documentation and SOP Management

• Cross-Skilling and Knowledge Management

Technical Skills

• SAP: Claim processing and operational transactions

• MS Excel: Data analysis, reconciliation, and reporting

• MS Outlook: Email communication and stakeholder coordination

• Reporting and performance-tracking tools

Key Competencies

• Strong verbal and written communication

• Analytical thinking and problem-solving

• Attention to detail and accuracy

• Customer-centric approach

• Effective team coordination and collaboration

• Ability to work under pressure and meet strict deadlines

• Sound judgment in handling sensitive claims and escalations

• Focus on continuous improvement and operational excellence

Education

Required: Graduate degree in Commerce or a related discipline.

Important Eligibility Information

• Ex-TCS employees are not eligible to apply.

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

• Candidates should have relevant experience in employee benefit claims and reimbursement operations, particularly travel claims.

• Candidates must be comfortable managing team performance, stakeholder interactions, and time-sensitive operational deliverables.