Key Responsibilities:
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Claims Operations & Policy
- Develop, update and communicate logistics claims rules and operating procedures.
- Ensure claims policies are consistently implemented across the operation.
- Balance customer experience with claims cost and operational requirements.
- Establish monitoring controls to identify claims risks and potential financial loss.
Claims Analytics & Insights
- Monitor and analyse claims rates, claim values and key claims trends.
- Produce daily, weekly and monthly claims reports.
- Identify high-risk product categories, routes, locations and operational areas.
- Use claims data to identify root causes across the logistics journey.
- Recommend practical actions to reduce recurring claims.
Claims Improvement Projects
- Lead the design and implementation of claims improvement initiatives.
- Coordinate relevant stakeholders to deliver agreed actions.
- Manage project timelines and monitor implementation progress.
- Validate the effectiveness of improvement initiatives.
- Track key metrics including claim frequency and cost per shipment.
Process & Efficiency Improvement
- Review and maintain end-to-end claims SOPs.
- Identify inefficient and manual steps within the claims process.
- Support online approval workflows and automated claims assessment rules.
- Introduce tools and process improvements to improve claims efficiency.
- Reduce manual workload and claims processing turnaround time.
Key Requirements:
- At least 1 year of experience within logistics or a related operational environment.
- Experience in logistics claims operations, fulfilment experience or logistics service quality would be highly regarded.
- Good understanding of logistics claims processes and operational issue resolution.
- Strong Excel skills, including PivotTables and formulas.
- Strong analytical capability with the ability to identify trends and root causes.
- Good process improvement and problem-solving skills.
- Strong communication and cross-functional coordination capability.
- Proactive, logical and results-focused with strong ownership and execution skills.
- Bachelor’s degree or above.
- Fluent Mandarin is required.
- Professional English suitable for business communication is required.
Email tammy.chiu@brilliantalent.com.au or contact (+61) 04 6739 700 to discuss this role further.