Team Leader -Global Benefits (Work From Office) Kochi

Join us on a journey of endless possibilities

Job Summary:

• Lead, mentor, and manage a team of Benefits Administrators to ensure timely and accurate service delivery.
• Monitor team performance against SLAs and KPIs; provide regular feedback and coaching.
• Conduct performance appraisals and support career development plans for team members.
• Act as the first point of escalation for complex or sensitive issues.
  

Operational Oversight:

• Oversee day-to-day operations, ensuring adherence to client-specific benefits processes and compliance standards.
• Ensure timely resolution of employee cases and accurate data entry into benefits systems.
• Coordinate with internal and external stakeholders to ensure seamless process execution.
  

Client & Stakeholder Management:

• Serve as a key contact for client communications, escalations, and project coordination.
• Participate in client meetings and knowledge transfer sessions; ensure accurate documentation and SOP updates.
• Build strong relationships with client contacts, third-party vendors, and internal teams.
  

Process Improvement & Quality Assurance:

• Identify process gaps and drive continuous improvement initiatives to enhance efficiency and client satisfaction.
• Review and approve SOPs, checklists, and training materials prepared by the team.
• Lead internal audits and quality checks to ensure compliance with client plan rules and system specifications.
  

Project & Transition Management:

• Lead or support transitions of new processes from clients to the delivery center.
• Manage project timelines, resource allocation, and risk mitigation strategies.
• Support system testing phases (IAT/UAT) and ensure readiness for go-live.

Required Qualifications & Experience:

• Graduate from any stream / 3-year diploma.
• Minimum 6 years of experience in BPO/HRO/Benefits Administration, with at least 3 years in a supervisory or team lead role.
• Proven experience in process implementation, SOP development, escalation management and client interaction.
• Strong analytical, problem-solving, and decision-making skills.
• Proficiency in MS Office applications (Word, Excel, Outlook, PowerPoint).
• Experience with benefits systems and data analysis tools is a plus.
• Ability to work in rotational and night shifts as required.

At Strada, our values guide everything we do:

• Anticipate Customer Needs

   – We stay ahead of trends so our customers can grow and succeed.

• Own the Outcome

   – We take responsibility for delivering excellence and ensuring things get done right.

• Challenge Ourselves to Work Smarter

   – We move faster than the world around us to drive change and accomplish more.

• Empower Each Other to Solve Problems

   – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.

• Care About Our Work

   – We understand that what we do impacts millions, and we have a responsibility to get it right.

Benefits