Associate Manager- HR Shared Services/Operations

Job Purpose

• To provide oversight, governance, and end‑to‑end operational exercise for critical HR compliance and financial‑risk linked processes including Loss of License (LOL) policy for pilots, TMU administration, and Training Bond management across Pilots, Engineering, and Cabin Crew.
• The role ensures process integrity, financial controls, regulatory adherence, system alignment, and stakeholder coordination across HR, Finance, Medical, Legal, Operations, and external insurers/vendors.

Key Accountabilities

Loss of License (LOL) Policy Administration – Pilots

• Own and govern the end-to-end administration of Loss of License (LOL) policy applicable to pilots.
• Act as the single point owner for coordination with insurance partners, medical authorities, pilots, payroll, and finance.
• Ensure correct policy enrollment, coverage validation, claim eligibility assessment, and documentation accuracy.
• Oversee and monitor claim initiation, follow ups, settlement timelines, and payout reconciliation.
• Provide management dashboards on active cases, claim status, insurer SLAs, and financial exposure.

Administration of Temporary & Permanent Medically Unfit Flying Crew

• Lead process alignment and execution for pilots declared temporarily or permanently medically unfit.
• Ensure accurate handling and coordination of:
• Car lease eligibility, recovery, or closure
• Medical insurance continuation, claims etc
• Any other applicable benefits, or exceptions
• Act as governance authority for case‑by‑case interpretation in complex medical or regulatory scenarios.
• Coordinate seamlessly with Medical team, HRBPs, Legal, Finance, Fleet Ops, and Payroll.
• Ensure compliant documentation, approvals, and audit‑ready records for all medically unfit cases.

Multi-Trip Administration & Governance

• Lead end‑to‑end governance of the Multi‑Trip process, ensuring consistent, streamlined, and audit‑ready operations across all locations.
• Drive timely processing of all claims and reimbursements, ensuring strict adherence to stipulated timelines and service standards.
• Establish strong coordination mechanisms with internal departments and external partners to ensure smooth workflow execution.
• Monitor process gaps, initiate corrective actions, and maintain oversight to ensure compliance with policy requirements.
• Provide periodic reporting and insights to leadership on claim trends, exceptions, and process improvement opportunities.

• Own and govern the end‑to‑end Training Bond lifecycle, in line with the approved Training Bond Process Flow.
• Ensure standardized execution across:
• Training applicability determination
• Bond tenure, clawback rules, and amount validation
• DOJ / Line Release alignment
• Exit, recovery, or refund scenarios
• Monitor adherence to training bond tenures (5 years / role‑specific variations) and ensure automated or manual triggers are actioned timely.
• Provide oversight for legacy employee cases and exceptional scenarios where historical data or documents are incomplete.
• Reconciliation with Finance team on a regular basis.

Training Bond Agreement, Cheque Collection & Document Repository

• Responsible for generation, validation, and execution of Training Bond Agreements for:
• Pilots
• Engineering staff
• Cabin Crew (where applicable)
• Oversee collection, tracking, custody, and reconciliation of:
• Cheques / Demand Drafts / Bank Guarantees
• Ensure a centralized, secure, and audit‑ready document repository for:
• Training bond agreements
• Guarantee instruments
• Encashment / refund confirmations
• Coordinate with Finance on encashment, custody, recovery, and refunds.
• Ensure system updates (e.g., SuccessFactors / HRIS):

Employee Engagement & Support

• Ensure timely and accurate handling of all employee queries related to claims, reimbursements, and administrative processes.
• Guide employees through each step of the claims and reimbursement cycle, ensuring clarity and minimizing escalations.
• Coordinate with employees, HRBPs, and Finance to ensure smooth execution of all Training Bond‑related administrative activities.
• Maintain complete documentation and governance oversight for Training Bonds, ensuring compliance and timely updates.
• Identify recurring employee concerns and recommend process improvements to enhance experience and transparency.

Governance, Controls & Stakeholder Management

• Act as process owner for audits, internal reviews, and management reporting related to:
• Benefits administration risks
• TMU exposure
• Training bond financial liabilities
• Define and track SLAs, KPIs, escalation mechanisms, and exception management.
• Lead cross‑functional collaboration with:
• HR Operations & HRBPs
• Finance & Payroll
• Legal & Compliance
• Medical & Insurance partners
• Training & Flight Operations
• Build SOPs, policy clarifications, and system enhancements to drive consistency and scalability.

Skills Required for the role

Knowledge of Benefits Administration

Adaptability

Confidentiality

Customer Service Orientation

Attention to Detail

Problem-solving Skills

Teamwork and Collaboration

Communication skills

Educational and Experience Requirements

• Bachelors/Masters degree in human resources, business administration, finance, or related fields.
• 6-7 years of experience in benefits administration/HR Operations specifically in insurance.
• Strong understanding of employee benefits concepts, regulations, and best practices.