Aftersales Customer Warranty Head

Hi,

Greetings from Peoplefy Infosolutions !!!

We are hiring for one of our reputed MNC client based in Pune.

Experience: 7+ years

Qualification: IT full time Graduate / Masters degree

Job Description:

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.

Interested candidates for above position kindly share your CVs on [email protected] with below details -

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