CX Manager - Claims

A.P. Moller - Maersk; Mumbai; On-site; INR 2,500,000 - 4,000,000; Full time

Benefits offered by this job

Global exposure through a world leader

Comprehensive training programs

Global career prospects

Development of communication and buddy

Job summary

Maersk in Mumbai seeks a CX Manager - Claims to lead the resolution of cargo, trucking, freight and storage claims for Maersk- India, Bangladesh and Sri Lanka, reporting to the Area Continuous Improvement Head. You will develop programs to reduce claims origination and improve processes across multiple product lines.

The role requires extensive experience in logistics claims, strong analytical abilities, and the ability to drive cross-functional improvements in a global organization.

Qualifications

• 8+ years of experience handling freight claims in logistics or related sectors.
• Strong understanding of transportation and cargo laws.
• Experience with program or change management is a plus.

Responsibilities

• Oversee the overall management of the claims department.
• Escalate claims through the management chain of command.
• Maintain knowledge of customer contracts and applicable laws.
• Create a framework for claims management across all product offerings and set protocols.
• Manage claims across Ocean Cargo, Transportation, Customs House Brokerage, Supply Chain, Warehousing and Air Transport.
• Establish standardized claims processes and a claims database with reduction goals.
• Develop and monitor performance metrics and conduct audits on claims cases.
• Manage stakeholder relationships with internal/external counsel and advise leadership on claim outcomes.
• Serve as primary contact on operations’ best practices, liability, and damage issues.

Skills

Freight claims management

Logistics industry knowledge

Program & change management

Tools

Claims database systems

Job description

About Maersk

A.P. Moller - Maersk is a global logistics company whose purpose is “Improving life for all by integrating the world”. We are committed to an industry-defining digital transformation that will revolutionise global trade, and this will require a team that both understands and can lead the way in world class service and operations. Do you see yourself enjoying lots of opportunities to collaborate with colleagues around the globe, expanding your skills in an atmosphere that prioritises employee growth and being a part of an inspiring work environment? Then join us as we reinvent the future of integrated logistics.

About Maersk

A.P. Moller - Maersk is a global logistics company whose purpose is “Improving life for all by integrating the world”. We are committed to an industry-defining digital transformation that will revolutionise global trade, and this will require a team that both understands and can lead the way in world class service and operations. Do you see yourself enjoying lots of opportunities to collaborate with colleagues around the globe, expanding your skills in an atmosphere that prioritises employee growth and being a part of an inspiring work environment? Then join us as we reinvent the future of integrated logistics. As CX Manager - Claims, you will lead the resolution of cargo, trucking, freight & storage claims for Maersk- India Bangladesh and Sri Lanka, along with two senior associates. You will develop and implement programs and initiatives that drive reduction in claims origination through improvements in business activities. This role reports into Area Continuous Improvement Head.

We Offer

• An experience working for the world’s leader, in a dynamic, global industry.
• Work with colleagues across the world.
• Excellent training development opportunities and global career prospects.
• Enhance your communication, problem solving and relation building skills.

Key Responsibilities

• Oversee the overall management of the claims department
• Escalate claims that require additional authority through management chain of command.
• Keeps current on customer contracts and transportation and cargo laws.
• Create a framework for managing claims across all product offerings & set the claims protocols, settlement authorities, and exposure levels.
• Manage Claims across Ocean Cargo, Transportation, Customs House Brokerage, Supply Chain, Consolidation, Warehousing and Air Transport.
• Establish a standardized approach to claims and management of claims database and systems with an ambition to reduce overall claims
• Establish and maintain performance metrics around the claims process and conduct regular audits for claims cases handled.
• Manage stakeholder relationships with internal and external legal counsel and understand basics of litigation & impact of legal actions and consult with business leadership based upon analysis and interpretation of claims results, scorecard interpretation Develop settlement authority levels within internal claim function according to staff experience.
• Serve as a primary point of contact for questions on operations’ best practices, broker and carrier liability, and all overage, shortage, and damage issues.

Skills and Experience required

• First-hand experience handling claims in logistics and supply chain with civil & commercial litigation background.
• Experience with program & change management is a plus.

Functional Skills

• Minimum 8 years of involvement with handling freight claims, understanding the transportation and/or logistics industry practices.
• Good knowledge of the LTL industry including handling of freight, loading trailers and proper documentation.

Intellectual skills

• Analytical and problem solving.
• Customer service Project management and applicable technical skills.
• Effective oral/verbal and written communication

Organization skills

• Business acumen
• Market knowledge.
• Cost consciousness,
• Organizational values organizational support.
• Meets productivity standards.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process.