Key Responsibilities:
Warranty Policy & Governance
• Develop and maintain warranty policies, procedures, and guidelines aligned with factory standards and local law
• Define governance, approval authority, and escalation frameworks for warranty and goodwill decisions
• Act as the internal SME on all warranty-related matters
• Undertake additional duties or contribute to projects related to the Company’s business operations, including providing leadership or support as reasonably required and consistent with the responsibilities of the role.
End-to-End Warranty Operations
•Manage the full lifecycle of warranty claims (submission, validation, approval/denial, reimbursement)
• Ensure claims are processed accurately, consistently, and within agreed timelines
• Oversee complex or high-value claims requiring detailed assessment
Dealer Network Management
• Provide guidance and support to dealers on warranty processes and requirements
• Monitor dealer performance (claim quality, rejection rates, timeliness) and drive improvements
• Manage dealer escalations, disputes, and exception approvals
Audit, Compliance & Risk Control
• Conduct dealer audits to ensure compliance and submission accuracy
• Identify and mitigate risks including incorrect claims, abuse, or fraud
• Maintain robust internal controls and audit readiness
Cost Management & Reporting
• Monitor and control warranty spend, identifying key cost drivers and risks
• Prepare regular reporting, forecasts, and insights for Finance and leadership
• Manage goodwill expenditure in line with commercial and customer strategies
Data Analysis & Quality Improvement
• Analyse warranty data to identify trends, failure modes, and product quality issues
• Support root cause analysis and drive corrective actions with factory and internal teams
• Contribute to continuous improvement to reduce warranty cost and improve reliability
Cross-functional Collaboration
• Partner with Aftersales, Technical, Parts, Customer Experience, and HQ teams
• Support technical validation of claims and resolution of recurring issues
• Coordinate parts return and support recovery processes where required
Systems & Process Management
•Lead warranty system integration, testing, and optimisation with factory systems
• Drive process efficiency, automation, and data accuracy
• Act as business owner for warranty systems and reporting tools
Customer, Recall & Training Support
• Support resolution of complex customer warranty disputes and escalations
• Assist in recall and service campaign execution and claim management
• Develop and deliver training to internal teams and dealers on warranty processes
