Senior Claim & Compensation (Process & Quality Excellence) - SPX Express

What you'll do

Ensure end-to-end governance of claim handling quality by conducting in-depth investigations, driving root cause analysis (RCA), and delivering data-driven insights to minimize financial loss and improve claim process effectiveness.

1. Claim Audit, Investigation & Root Cause Analysis

• Audit claim cases related to lost or damaged shipments handled by the Claim BAU team.
• Conduct deep RCA on loss, damage, recovery failure, and SLA breach cases.
• Analyze full order journeys and operational touchpoints to identify process violations and responsibility gaps.
• Ensure compensation decisions are accurate, compliant, and aligned with policies and financial thresholds.

2. Process Governance & Quality Control

• Monitor adherence to claim SOPs, working guidelines, and KPIs.
• Identify recurring issues, process gaps, and manual handling risks leading to financial leakage.
• Propose corrective and preventive actions to improve claim quality and process robustness.

3. Reporting, Analysis & Presentation

• Build structured analytical reports based on RCA findings, claim trends, and operational data.
• Prepare presentation materials (slides) to clearly communicate issues, root causes, risks, and recommendations to management.
• Translate complex data and investigation outcomes into clear, actionable insights for decision-making.

4. Cross-functional Collaboration & Stakeholder Management

• Work closely with Operations, CS, Finance, Product, and related teams to align on investigation outcomes and improvement plans.
• Present findings, recommendations, and improvement proposals in cross-functional discussions.
• Support escalations and discussions requiring alignment, negotiation, and influencing skills.

5. Continuous Improvement & Initiatives

• Contribute to initiatives aimed at reducing loss/damage rate, improving recovery effectiveness, and minimizing manual handling.
• Support systemization efforts with Product to reduce out-of-system processes.

6. Other Responsibilities

• Perform other related duties as assigned by management from time to time.

Requirements

• Minimum 2–4 years of experience in Claim handling, Recovery, or related roles; experience in E-commerce or Logistics is strongly preferred.
• Strong analytical skills with the ability to conduct structured investigations and root cause analysis.
• Good communication, presentation, and stakeholder management skills.
• Ability to produce clear written reports, analytical summaries, and management-ready presentations.
• Comfortable working cross-functionally and independently in a fast-paced environment.
• Strong teamwork mindset, proactive attitude, and continuous learning orientation.
• Proficient in PowerPoint / Google Slides, Excel / Google Sheets.
• Personal traits: reliable, detail-oriented, cautious, and proactive.
• Proficiency in English is required.