Summary
Wataniya Insurance is seeking a lead officer to establish, manage, and improve its in-house extended warranty claims function in Jeddah. The role oversees claims strategy and adjudication, repair quality, workshop allocation, cost controls, regulatory compliance, and complaint resolution. It also involves negotiating repair pricing and coordinating with dealers, workshops, internal teams, and legal colleagues. Applicants should have at least 3 years of relevant automotive claims or dealership service experience and strong automotive technical knowledge; a mechanical or automotive engineering degree is preferred.
The posting
As published on wataniya.com.sa. Pulled from the employer's site and shown as they wrote it.
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