About the role
Key Result Areas
Supporting Actions
End-to-End Full & Final Settlement Management
- Ensure FFS cases are processed within defined TAT, with no non-absconding / non-exception case pending
- Maintain high accuracy in settlement calculations, supporting documents and closure records through maker-checker controls and periodic reviews.
- Publish a robust dashboard covering received, completed, pending and aging cases, with escalation triggers and corrective actions.
- Coordinate proactively for timely NDC, remove bottlenecks and achieve zero avoidable escalations through structured communication.
Group Medical Coverage Case Management
- Maintain end-to-end, case-wise tracking from query receipt to closure with zero loss of cases and timely employee updates.
- Ensure 100% accuracy in employee and dependent medical-data updates as per policy and maintain closure discipline to reduce pendency and repeat queries.
- Publish a monthly GMC dashboard covering volumes, resolution status, aging, pending cases, trends and recurring concerns.
- Coordinate with insurers / TPAs and internal teams, conduct quarterly governance reviews with BHR and EDME teams, and deliver bi-monthly awareness sessions for new joiners.
Payroll & PF Operations and Grievance Resolution
- Ensure 100% timely resolution of payroll and PF queries within defined service timelines, with clear ownership from receipt to closure.
- Support error-free payroll operations and timely handling of PF withdrawals, transfers, corrections and related statutory concerns.
- Reduce repeat queries and avoidable escalations through accurate resolution, proactive communication and coordinated follow-through.
- Maintain aging dashboards and close internal / external audit requirements with complete documentation and no observations attributable to process gaps.
Position Code Governance & Mapping Efficiency
- Create and update position codes within 1 working day TAT and ensure readiness for hiring, onboarding, internal movements and organisation changes.
- Maintain accurate mapping of role, grade, location, branch, business hierarchy and reporting relationships across HRMS / ERP systems.
- Run structured validations to prevent duplicate, inactive or incorrect records and drive high data integrity and standardisation.
- Act as the single point of coordination for business, HRBP and recruitment teams; maintain request dashboards and highlight delays, dependencies and bottlenecks.
Operational Governance, Analytics & Continuous Improvement
- Establish reliable trackers and dashboards that provide real-time visibility across case volumes, status, TAT, aging and exceptions.
- Conduct periodic trend analysis, control reviews and root-cause assessments; implement corrective and preventive actions for recurring issues.
- Maintain SOPs, audit trails and policy-aligned documentation to support compliance, confidentiality and decision-making.
- Identify opportunities for digital enablement, simplification and productivity improvement without weakening governance.
Stakeholder Experience & Escalation Prevention
- Provide clear, timely and respectful communication to employees and stakeholders on status, dependencies and expected next actions.
- Build effective working relationships with HRBPs, BHR, EDME, Talent Acquisition, Finance, IT, insurers, TPAs, payroll / PF partners and authorities.
- Use structured follow-ups and escalation triggers to remove bottlenecks before they affect employee experience or service commitments.
- Achieve zero avoidable escalations through ownership, accurate closure and stakeholder alignment.