Process Lead

Infosys BPM; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Infosys BPM in Bengaluru seeks a Benefits Administration Team Leader to support the Operations Manager in delivering benefits processing for UK/US/EU/APAC clients. You will mentor and coach the team, ensure policy compliance, own escalations, and drive governance.

You will collaborate with operations to secure training and resources and monitor performance trends. The role demands strong leadership, analytical skills for reports, and a focus on delivering value to clients while meeting internal

Qualifications

• Role involves coaching, mentoring and grooming the team.
• Own customer escalations and client/compliance commitments.
• Analyze information and trends for reports.

Responsibilities

• Manages benefits staff by coaching, counseling, and mentoring employees
• Resolves employee questions and problems by interpreting benefit policies and procedures.
• Prepares special reports by collecting, analyzing, and summarizing information and trends
• Regularly formulate and execute internal and external governance
• Effectively handle client escalations and formulate actions to resolve any concerns
• Work with operations managers to obtain resources like training and support for the teams requirements
• Conduct quality assessment of agents performance and formulate trends for performance improvement of agents & teams
• Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets

Skills

Team leadership

Benefits processing

Coaching

Education

BCom

Job description

Roles & Responsibilities

"The Benefits Administration Team leader support the Operations Manager in managing the delivery of Benefits processing for UK/US/EU/APAC region clients. The role will also require the individual to motivate, mentor, coach and groom the team. Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints. Other responsibility which may include:

• o Manages benefits staff by coaching, counseling, and mentoring employees
• o Resolves employee questions and problems by interpreting benefit policies and procedures.
• o Prepares special reports by collecting, analyzing, and summarizing information and trends
• o Regularly formulate and execute internal and external governance
• o Effectively handle client escalations and formulate actions to resolve any concerns
• o Work with the operations managers to obtain necessary resources like training and support for the teams requirements
• o Conduct quality assessment of agentsperformance and formulate trends for performance improvement of agents & teams
• o Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets

Educational Requirement

BCom

Preferred Skills

HRO

Service Line

BPO Service Line