Manager - Claims - PostEx

PostEx is seeking a skilled and detail-oriented Manager – Claims to oversee and drive the regional claims operations in Lahore. The successful candidate will be responsible for managing merchant dispute resolutions, ensuring operational controls, and leading a team to maintain high standards of accuracy and efficiency. This role requires a strong analytical mindset and the ability to collaborate with multiple departments to safeguard the company’s financial interests and improve claims processes across various operational stages.

Key Responsibilities

- Lead end-to-end claims operations across regional hubs and branches, ensuring smooth workflow and timely resolution.
- Conduct thorough assessment, investigation, verification, and closure of all claims to maintain accuracy and compliance.
- Collaborate with Sales, IR, Customer Service, Operations, Finance, Audit, and Quality teams to review and validate claim-related data.
- Manage high-value and escalated merchant claims and disputes, providing effective resolution strategies.
- Strengthen operational controls to minimize financial leakage, prevent duplicate claims, and close process gaps.
- Drive continuous process improvements across First Mile, Mid Mile, and Last Mile operations to enhance efficiency.
- Lead, mentor, and develop the regional claims team, fostering a culture of accountability and professional growth.
- Ensure strict compliance with Service Level Agreements (SLAs), internal policies, and operational standards.

Required Qualifications

- Bachelor’s or Master’s degree in Supply Chain, Logistics, Operations, Business Administration, Finance, or a related discipline.
- 3 to 5 years of relevant experience in e-commerce logistics, Cash on Delivery (COD) operations, claims management, audit, or similar fields.
- At least 2 years of experience in team management or regional leadership roles.
- Strong understanding of e-commerce logistics, including First Mile, Mid Mile, and Last Mile operations.
- Proficiency in data analysis, verification, and advanced Excel/dashboard tools.
- Excellent communication, negotiation, leadership, and problem-solving skills.
- High level of integrity combined with an analytical and investigative approach to work.

This position reports directly to the Head of Claims and offers an opportunity to play a pivotal role in enhancing PostEx’s claims operations regionally. Candidates with a passion for operational excellence and team leadership in a fast-paced e-commerce environment are encouraged to apply.