Aftersales Customer Warranty Head

Peoplefy Infosolutions; Pune District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Peoplefy Infosolutions in Pune, India seeks an experienced Senior Leader to own Aftersales Warranty strategy and claims governance. You will shape a best-in-class, centralized claims capability and oversee cross-border warranty processes across global markets.

The role requires 7+ years of experience and an IT degree (graduate or master’s). You will partner with Legal, Finance, Engineering, and Quality to drive outcomes with integrity and strong stakeholder alignment.

Qualifications

• 7+ years of relevant experience in Aftersales warranty or claims leadership.
• IT full-time Graduate/Master's degree required; strong business acumen.
• Ability to align cross-functional teams and manage complex, cross-border claims.

Responsibilities

• Lead strategy and governance for centralized claims and warranty processes.
• Oversee cross-border warranty claims with robust financial evaluation.
• Act as senior escalation point and align stakeholders for timely resolution.
• Translate RCFA outcomes into clear commercial and contractual positions.
• Build and lead a global claims team with strong capability development.
• Implement scalable processes and reporting for claims management.
• Identify and mitigate commercial, contractual, and financial risks.
• Drive EBITDA delivery through cost reduction, recovery, and cycle-time improvements.
• Scale the function to meet business growth and evolving customer needs.

Skills

Strategic leadership

Claims management

Stakeholder management

Risk management

Process improvement

Data analytics

Negotiation

Financial acumen

Education

IT degree (B.E./B.Tech or MBA IT)

Tools

ERP systems (SAP/Oracle)

Dashboards (Power BI/Tableau)

Job description

Job Description:

Experience: 7+ years

Qualification: IT full time Graduate / Masters degree

1. Strategy & Function Leadership

• Execute the strategy for the Aftersales Warranty area shaping a best-in-class, centralized claims capability
• Drive standardization, governance, and continuous improvement of claims processes, tools, and frameworks.
• Embed a risk-based approach balancing customer outcomes with commercial and contractual protection.

2. Claims Management Oversight

• Oversee simple to complex, low to high-value, cross-border warranty claims across global markets.
• Ensure robust commercial, contractual and financial evaluation in close alignment with Legal, Finance, Engineering, Quality, and Commercial functions.
• Define claim strategy, negotiation approach and settlement positions to deliver consistent, defensible outcomes whilst acting with customer and professional integrity at all times.

3. Customer & Stakeholder Management

• Act as senior escalation point for critical customer claims and key stakeholder relationships.
• Align cross-functional teams to ensure timely, effective claim resolution.
• Represent the function in senior governance forums.

4. Technical Collaboration & Insights

• Translate technical and complex RCFA outcomes into clear commercial and contractual positions.
• Align technical findings with contractual entitlements, supply chain performance, and customer communication.
• Drive and own lessons learned, identifying trends and feeding back into product, quality, and contract improvement.

5. Leadership & Capability Development

• Build and lead a high-performing global claims team with strong commercial, contractual, technical, and customer capability.
• Define roles, responsibilities, and capability frameworks as the function scales.
• Foster a culture of accountability, performance, and continuous development.

6. Process Excellence & Digital Enablement

• Implement scalable processes, tools, and systems for claims management and reporting.
• Leverage data, dashboards, and analytics to drive insight and decision-making.
• Align with digital and ERP transformation initiatives.

7. Risk Management & Value Protection

• Proactively identify and mitigate commercial, contractual and financial risks.
• Protect financial and reputational position through effective claim strategies.
• Ensure robust governance, escalation, and documentation of high-risk claims.

8. Performance Management & EBITDA Delivery

• Own EBITDA contribution through four KPI pillars
• Claims cost reduction & avoidance
• Recovery & recourse success
• Resolution efficiency (cycle time)
• Customer outcome & satisfaction
• Deliver annual KPI targets and lead a monthly reporting cadence covering EBITDA impact, KPI performance, key drivers, risks, and actions
• Drive data-led performance management and partner with Finance on forecasting and reporting integrity.

9. Continuous Improvement & Growth

• Drive process optimization, best practice adoption, foster knowledge sharing.
• Scale the function in line with business growth and evolving customer needs.