Team Leader

Job Description Join us on a journey of endless possibilities At Strada, possibility isn't just a promise it's the foundation of everything we do. We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact. With the support, resources, and opportunities we provide, you'll build a fulfilling future working on meaningful projects that span industries and regions, contributing to outcomes that matter. Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology helping organizations grow and enabling workforces to perform at their best. Learn more at www.stradaglobal.com Job Summary We are seeking a proactive and experienced Team Lead to oversee a team of Benefits Administrators supporting global clients. The ideal candidate will have a strong background in benefits administration, people management, and process optimization. This role requires excellent communication, analytical, and leadership skills to ensure high-quality service delivery and continuous improvement. Key Responsibilities Team Leadership & Performance Management: - 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 At Strada, we support your whole selfoffering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more. All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You'll be informed of the specific checks applicable to your role and location during the recruitment process. Our commitment to Diversity and Inclusion Strada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We believe that embracing differences strengthens our teams and drives innovation and success. Diversity Policy Statement Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We provide reasonable accommodations for disabilities and religious practices. Applicants may request reasonable accommodation by contacting their recruiter. Authorization to work in the Employing Country To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada. Please note: This job description does not limit Strada's right to assign or reassign responsibilities, including to subsidiaries, partners, or future business purchasers. We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization. Disclaimer Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.