Team Lead - EBA Configuration (US Healthcare)

Role Overview Carelon Global Solutions India, a fully owned subsidiary of Elevance Health and one of America's leading managed healthcare companies, is looking for an experienced Team Lead - EBA (Employer Benefit Administration) Configuration to join their operations team in Bengaluru. This is a full-time leadership role suited for professionals with deep knowledge of US healthcare processes, benefit configuration, and claims testing. The ideal candidate will bring strong people management skills and a proven ability to drive operational performance in a high-volume BPO environment. Key Responsibilities - Manage day-to-day operations of the EBA configuration team and ensure smooth delivery of all assigned processes - Monitor and meet internal performance metrics including AHT, utilization, quality scores, TAT, and productivity targets on a daily, weekly, and monthly basis - Carry out forecasting and capacity planning including assessment of overtime requirements and Open Enrollment capacity needs - Act as a liaison between internal teams and external business partners for process updates, expanded scope, and training coordination - Ensure SOPs and training materials are consistently maintained and updated to reflect current processes - Initiate hiring and redeployment requests based on ongoing capacity reviews - Conduct timely performance appraisals and manage bottom-quartile performers through structured improvement plans - Drive process improvement initiatives and contribute actively to project management activities - Prepare and assist in function-level reporting using Excel and PowerPoint - Lead inter-team collaboration efforts and partner connect activities to foster organizational alignment - Champion employee retention and engagement programs within the team - Apply Quality Management expertise including use of quality metrics, root cause analysis (RCA), and corrective and preventive action (CAPA) frameworks - Work with JIRA and EWM applications as part of daily operations management Required Qualifications - Bachelor's or Master's degree in any discipline - 8 to 12 years of experience in US healthcare operations with hands-on knowledge of benefit configuration and claims testing - Strong proficiency in Microsoft Excel and PowerPoint for reporting and presentations - Excellent verbal and written communication skills - Demonstrated ability to manage teams, handle stakeholder relationships, and resolve conflicts effectively - Willingness to work in US shifts and adapt to flexible working hours - Experience with JIRA and EWM tools is an added advantage Why Join Us Carelon Global Solutions offers a dynamic global work environment with colleagues across India, the Philippines, Ireland, and Puerto Rico, all working toward a shared mission of simplifying healthcare and improving lives. Joining this team means being part of an organization consistently ranked among Fortune 500 companies and led by some of the most influential figures in the healthcare industry.

- 8 to 12 years of experience in US healthcare processes - Expertise in benefit configuration and claims testing - Strong people management and team leadership skills - Capacity planning and workforce forecasting experience - Proficiency in Microsoft Excel and PowerPoint - Experience with stakeholder and partner management - Knowledge of quality management tools, RCA, and CAPA - Familiarity with JIRA and EWM applications - Excellent verbal and written communication skills - Willingness to work in US shifts and flexible hours - Bachelor's or Master's degree in any discipline - Process improvement and project management exposure

- Opportunity to work with a Fortune 500 healthcare company - Global team exposure across India, Philippines, Ireland, and Puerto Rico - Full-time permanent employment - Structured performance appraisal and growth opportunities - Employee engagement and retention programs