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Job Summary:

The lead extended warranty claims officer will be responsible for setting up, managing, and continuously improving the company’s in-house extended warranty (EW) claim’s function. This role combines technical automotive expertise, operational leadership, and strong financial stewardship to ensure high-quality, cost-efficient, and customer-centric claims handling. The position requires a 3 years of experience in automotive claims, mechanical engineering knowledge, and familiarity with workshop operations and warranty/insurance processes. The Claims Adjuster will oversee claims strategy and adjudication, ensure repair quality, optimize claim costs, and maintain excellent relationships with workshops, motor dealers, and internal partners.

Key Responsibilities:

1. Claims Strategy & Operations

Manage overall claims volumes and ensure allocation of claims to the most suitable workshops or agencies, optimizing repair quality, turnaround time and total cost of claims

Ensure all claims handling processes comply with applicable regulations

Ensure full compliance with Insurance Authority regulations, circulars, and the company’s internal policies across all Extended Warranty claims activities

Incorporate any regulatory updates into operational procedures and maintain complete records to ensure audit readiness.

Oversee complaint escalations related to extended warranty claims and ensure timely, fair resolution.

2. Technical & Repair Quality Oversight

Leverage mechanical engineering or automotive technical expertise to ensure accurate fault diagnosis

ensure repair quality meets company and industry standards

Audit workshop estimates processes and repair processes to control costs and maintain consistency

Introduce best-practice repair validation protocols, including teardown inspection methodologies and root-cause analysis

Detect, investigate, and prevent fraud by maintaining effective controls, collaborating with relevant teams

Manage complex claims adjudication and support litigation by resolving disputes and coordinating with legal team

3. Financial & Cost Management

Monitor total claim cost performance, identifying trends and areas for optimization

Ensure the use of the Wataniya’s total claims volumes, relationships built with different agencies and workshops to secure the highest cost efficiency and best discounts

Negotiate with workshops, dealers, and service partners to secure competitive repair pricing, discounts, and service level commitments

Implement cost-containment strategies without compromising quality or customer experience

4. Customer Experience Excellence

Drive a service-oriented culture within the unit focused on first-time resolution and minimal customer disruption

Ensure all claims are managed with a high level of transparency, communication and empathy

Collaborate closely with dealers and workshops to improve customer satisfaction at every touchpoint

Requirements

3 years of experience in automotive extended warranty, insurance motor claims, or dealership service operations

Bachelor’s degree in mechanical engineering or automotive engineering is preferred; equivalent technical experience may be considered

Strong technical understanding of automotive systems, diagnostic processes, workshop operations and repair cost structures.

Ideally, it demonstrated success in cost negotiation with workshops and managing claims budgets

Strong analytical, problem-solving, and decision-making skills