Process Lead

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