Process Lead

IndiaRemoteFull-timelead

OtherLead

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Quick Summary

Overview

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Process Lead based in India.

Technical Tools

OtherLead

This role offers the opportunity to lead and optimize finance and accounting operations within the HRO benefits domain.
You’ll oversee process quality, turnaround times, service levels, and key performance metrics to ensure consistent delivery.
The position combines operational leadership, quality assurance, data management, and customer service responsibilities.
You’ll identify process improvements, address issues proactively, and help maintain high standards of accuracy and compliance.
You’ll collaborate with stakeholders to support smooth transitions and implement efficient processes.
The role requires strong analytical and problem-solving skills, along with the ability to work effectively in a flexible, results-oriented environment.
Experience supporting US retirement or benefits operations will be particularly valuable in this position.

Oversee day-to-day processes while monitoring quality, turnaround times, performance metrics, and service standards.
Perform quality checks against established checklists and ensure consistently high levels of accuracy.
Review data and documentation for errors, deficiencies, or inconsistencies, taking corrective action where possible.
Maintain databases, spreadsheets, records, and other operational documentation with a high degree of accuracy.
Research and obtain missing information required to complete documentation and resolve process gaps.
Collect, enter, validate, and maintain data while ensuring the integrity and security of business records.
Generate reports, maintain appropriate records, and ensure completed work is stored and backed up according to established procedures.
Handle customer or client queries, investigate issues, and provide timely and appropriate resolutions.
Escalate complex matters to supervisors or team leaders when necessary while maintaining ownership of the resolution process.
Set and manage performance goals to minimize escalations and maintain service quality, accuracy, and responsiveness.
Create and maintain process documentation, procedures, and workflow materials as business requirements evolve.
Work with internal and external stakeholders to develop and implement smooth and efficient transition plans.
Protect confidential information and ensure compliance with data integrity, security, and privacy requirements.
Ensure appropriate use of office and technology equipment and report or address operational issues when required.
Support special projects and perform other responsibilities assigned by management.

Requirements

~2 min read

Bachelor’s or postgraduate degree, preferably in Finance, Accounting, or a related field.
8+ years of experience in finance and accounting operations, including at least 1 year of team leadership experience.
Experience working effectively in flexible, results-oriented environments with changing business requirements.
Demonstrated ability to develop and recommend strategic plans, process improvements, and actionable solutions.
Strong understanding of performance management, including quantitative and qualitative evaluation methods such as benchmarking.
Strong proficiency in Microsoft Excel and Word; experience with Microsoft Access is an advantage.
Strong analytical and problem-solving abilities, with the capacity to quickly understand, interpret, and analyze data.
Excellent written and verbal communication skills, with a customer-focused and collaborative approach.
Ability to work independently, learn new processes quickly, and take ownership of assigned responsibilities.
Flexibility to work day, mid, or night shifts according to business requirements.
Experience in the US retirement, benefits, or related HRO domain is preferred.
Strong attention to detail and commitment to data accuracy, confidentiality, and process integrity.
For remote work, ability to maintain an uninterrupted professional workspace and appropriate family-care arrangements during working hours.
Reliable internet connectivity of at least 25 Mbps for individual use; stronger connectivity may be required when multiple people share the same connection.
For call-related responsibilities, ability to connect equipment directly to the internet router or maintain a workstation sufficiently close to the router.