Open to opportunities

Jatin Malhotra

@jatinmalhotra

Message

Experienced operations and benefits leader driving process improvement and client success.

India

Message

What I'm looking for

I seek a leadership role in benefits or operations where I can improve processes, mentor teams, drive client satisfaction, and deliver measurable SLA and quality improvements.

I am an operations and benefits professional with over 13 years of experience in project management, client service, and administration, known for streamlining processes, improving service quality, and exceeding client expectations. I have led teams, developed and delivered training and SOPs, and acted as a subject matter expert on client plan provisions across benefits and AP domains.

I have successfully managed complex client implementations, overseen accounts payable and expense workflows, and maintained strong client relationships to handle escalations and renewals. I seek roles where I can apply my leadership, stakeholder management, and continuous-improvement focus to drive operational excellence and measurable outcomes.

Experience

Work history, roles, and key accomplishments

Benefits Operations Manager

Wipro

Mar 2025 - Jun 2025 (3 months)

Managed operational performance for an Alight client, monitored SLAs and metrics, acted as SME on client plan provisions, and supported client renewals and data collection to improve service delivery.

Benefits Administration SLA Management Client Relations SOP Development Training Escalation Management

Client Implementation Manager

GlobalUpside

Oct 2021 - Feb 2025 (3 years 4 months)

Led complex client implementations and omni-channel support for 5–7 clients, improved operational workflows, tracked performance metrics, and managed AP and Soldo expense processes end-to-end.

A P Processes Soldo Administration Stakeholder Management performance reporting Process Improvement

Freelance Administrator

Orca Pod

Sep 2020 - Sep 2021 (1 year)

Enhanced ACCA exam administration and customer service processes, led fraud detection during appeals, managed multi-channel support, and handled escalations and refunds to protect operational integrity.

Exam Administration Customer Support Fraud Detection Risk Mitigation Escalation Management Quality Assurance

HR Specialist

TeamLease

Aug 2018 - Aug 2019 (1 year)

Optimized vendor management and reimbursement processes, implemented gift voucher procedures, and produced HR reports and dashboards to support senior management decisions.

Vendor Management Policy Implementation Process Optimization

Senior Analyst

EXL Services

May 2014 - Aug 2018 (4 years 3 months)

Managed client billing for American Express Global Travel Services, produced contractual and client reports, and implemented process improvements to meet SLAs and accuracy targets.

Billing Reporting Process Improvement SLA Management Data Analysis

Benefits Operations Analyst

Aon Hewitt

Apr 2009 - Apr 2013 (4 years)

Led and mentored teams delivering benefits administration, revamped SOPs, developed training programs, and mapped employee benefits to ensure accurate plan administration.

Benefits Administration Team Leadership SOP Development Onboarding Compliance

Customer Service Executive

Jet Airways

Handled VIP/VVIP/CIP passenger processing and arrivals/departures operations at IGI Airport, including check-in, transit handling, baggage management, and lost luggage procedures.

Customer Service VIP Lost Luggage Procedures