Claims Manager

Peoplefy; Pune District; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Peoplefy is seeking a senior commercial and claims leader to build and lead a global Aftersales Warranty Claims function focused on commercial value, risk management, and EBITDA improvement. You will establish standardized processes, governances, and best practices across markets, while balancing customer expectations with commercial interests and leading complex, high-value disputes.

The role requires strong leadership of a global team and close collaboration with Legal, Finance, Engineering,

Qualifications

• 8–12 years of experience in Warranty, Claims, or Aftersales.

Responsibilities

• Develop and execute the global strategy for Aftersales Warranty Claims.

Skills

Warranty knowledge

Claims management

Commercial management

Contract management

Stakeholder management

Global team leadership

Analytical skills

Negotiation

Data analytics

Tools

ERP systems

Dashboards/BI

Job description

We are looking for a senior commercial and claims leader to build and lead a global Aftersales Warranty Claims function, with a strong focus on commercial value creation, risk management, customer outcomes, and EBITDA improvement.

Key Responsibilities

Strategy & Function Leadership

• Develop and execute the global strategy for Aftersales Warranty Claims.
• Establish standardized processes, governance frameworks, and best practices across markets.
• Introduce a risk-based approach to balance customer expectations with commercial and contractual interests.
• Lead oversight of warranty claims ranging from routine cases to complex, high-value, cross-border disputes.
• Evaluate claims from commercial, contractual, technical, and financial perspectives.
• Define negotiation strategies and settlement positions in collaboration with Legal, Finance, Engineering, Quality, and Commercial teams.
• Serve as the senior escalation point for critical customer claims.
• Drive cross-functional collaboration to ensure timely and effective resolution.
• Represent the claims function in senior management and governance forums.
• Convert technical investigations and RCFA findings into clear commercial and contractual actions.
• Assess contractual entitlements, supplier performance, and customer requirements.
• Drive lessons learned and use claim insights to improve product quality, contracts, and processes.

Team Leadership & Capability Building

• Build and lead a high-performing global claims team.
• Establish clear roles, responsibilities, competency frameworks, and performance expectations.
• Develop a culture focused on accountability, collaboration, and continuous improvement.

Digital & Process Excellence

• Implement scalable claims processes, tools, systems, and reporting mechanisms.
• Use dashboards, analytics, and data-driven insights to improve decision-making.
• Support digital and ERP transformation initiatives related to claims management.
• Identify and proactively mitigate commercial, contractual, and financial risks.
• Protect the organization’s financial and reputational interests through effective claims strategies.
• Ensure appropriate governance, documentation, and escalation of high-risk cases.

The role will have direct accountability for measurable EBITDA and commercial improvement through

• Warranty cost reduction and avoidance
• Recovery and recourse performance
• Customer outcomes and satisfaction
• Monthly KPI, risk, action, and EBITDA impact reporting
• Close partnership with Finance for forecasting and performance reporting
• Identify opportunities to improve claims processes and operational efficiency.
• Promote best-practice sharing and knowledge management globally.
• Scale the claims function in line with business growth and evolving customer requirements.

Ideal Profile

• Senior experience in Warranty, Claims, Commercial Management, Contract Management, or Aftersales.
• Strong understanding of commercial and contractual risk management.
• Experience managing complex, high-value and international claims.
• Strong stakeholder management skills across Legal, Finance, Engineering, Quality, and Commercial functions.
• Proven experience leading global teams and driving measurable financial outcomes.
• Strong analytical, negotiation, problem-solving, and decision-making capabilities.
• Experience with data analytics, dashboards, ERP, or digital transformation initiatives is preferred.

Experience: 8 to 12 years