Job Description:
Ensure end-to-end governance of claim handling quality by conducting in-depth investigations, driving root cause analysis (RCA), and delivering data-driven insights to minimize financial loss and improve claim process effectiveness.
1. Claim Audit, Investigation & Root Cause Analysis
- Audit claim cases related to lost or damaged shipments handled by the Claim BAU team.
- Conduct deep RCA on loss, damage, recovery failure, and SLA breach cases.
- Analyze full order journeys and operational touchpoints to identify process violations and responsibility gaps.
- Ensure compensation decisions are accurate, compliant, and aligned with policies and financial thresholds.
2. Process Governance & Quality Control
- Monitor adherence to claim SOPs, working guidelines, and KPIs.
- Identify recurring issues, process gaps, and manual handling risks leading to financial leakage.
- Propose corrective and preventive actions to improve claim quality and process robustness.
3. Reporting, Analysis & Presentation
- Build structured analytical reports based on RCA findings, claim trends, and operational data.
- Prepare presentation materials (slides) to clearly communicate issues, root causes, risks, and recommendations to management.
- Translate complex data and investigation outcomes into clear, actionable insights for decision-making.
4. Cross-functional Collaboration & Stakeholder Management
- Work closely with Operations, CS, Finance, Product, and related teams to align on investigation outcomes and improvement plans.
- Present findings, recommendations, and improvement proposals in cross-functional discussions.
- Support escalations and discussions requiring alignment, negotiation, and influencing skills.
5. Continuous Improvement & Initiatives
- Contribute to initiatives aimed at reducing loss/damage rate, improving recovery effectiveness, and minimizing manual handling.
- Support systemization efforts with Product to reduce out-of-system processes.
6. Other Responsibilities
- Perform other related duties as assigned by management from time to time.
Requirements:
- Minimum 2-4 years of experience in Claim handling, Recovery, or related roles experience in E-commerce or Logistics is strongly preferred.
- Strong analytical skills with the ability to conduct structured investigations and root cause analysis.
- Good communication, presentation, and stakeholder management skills.
- Ability to produce clear written reports, analytical summaries, and management-ready presentations.
- Comfortable working cross-functionally and independently in a fast-paced environment.
- Strong teamwork mindset, proactive attitude, and continuous learning orientation.
- Proficient in PowerPoint / Google Slides, Excel / Google Sheets.
- Personal traits: reliable, detail-oriented, cautious, and proactive.
- Proficiency in English is required.
