Job Description

: Claims Manager

Department: Operations

Location: Thane (W)

Role Overview:

We are seeking a detail-oriented and proactive Claims Manager to lead end-to-end ownership of returns, marketplace claims, reconciliations, and recoveries across all channels. The role requires close coordination with warehouses, marketplaces, logistics partners, and finance teams to ensure timely GRNs, accurate claim submissions, discrepancy resolution, and financial recovery while adhering to defined SOPs and TATs.

Key Responsibilities:

Physical Returns Receiving & GRN Oversight:

- Maintain complete visibility of all physical returns received across warehouses.

- Ensure daily GRN updates for all received returns.

- Track pending GRNs and follow up with warehouse teams for timely closures.

- Highlight and escalate discrepancies in received vs expected returns.

Marketplace Claims Management (All Channels):

- Track and file claims for bad inventory, short received, and non-received returns.

- Reopen and follow up on rejected, short, or partially approved claims.

- Ensure all claims comply with marketplace guidelines and approvals.

- Own the entire claim lifecycle until final closure.

Claims Reconciliation & Discrepancy Investigation:

- Monitor and investigate discrepancies in returns, claims, and settlements.

- Perform Tata Cliq returns and claims reconciliation.

- Validate claim eligibility through system data and supporting documents.

- Coordinate with warehouses and marketplaces for discrepancy resolution.

POD Validation & Documentation Control:

- Validate Proof of Delivery (PODs) from marketplaces and logistics partners.

- Ensure timely and accurate POD availability for claim submissions.

- Maintain organized documentation for audits and escalations.

Marketplace & Warehouse Escalation Handling:

- Handle escalations raised by marketplaces related to returns and claims.

- Address daily warehouse escalations impacting returns processing.

- Coordinate with internal teams for timely issue resolution.

- Share Ajio customer escalation videos and supporting data as per process.

Communication & TAT Adherence:

- Respond to marketplace and internal emails within defined TATs.

- Maintain professional and structured communication.

- Ensure clarity and completeness in all claim-related correspondence.

Claims MIS & Dashboard Ownership:

- Maintain a claims MIS/dashboard capturing claim status, value, and timelines.

- Share regular updates on open, approved, rejected, and pending claims.

- Support management reviews and audits.

Finance Coordination & Claim Closure:

- Coordinate with finance teams to ensure claim recoveries are accounted for.

- Support closure of claim loops post-approval and settlement.

- Highlight delays or gaps in recovery for timely follow-ups.

Process Adherence & Continuous Improvement:

- Follow defined SOPs for claims, reconciliations, and escalations.

- Identify recurring issues and process gaps.

- Support corrective actions to reduce future claims.

Job Type: Full-time

Pay: ?40,000.00 - ?55,000.00 per month

Application Question(s):

How many years of experience do you have in returns, claims management? Which marketplaces have you directly handled claims for? Have you managed daily GRN tracking and closure for physical returns across warehouses? Which claim types have you personally filed and followed up on? Have you handled marketplace escalations related to returns and claims? Are you currently based in or willing to work from Thane (West)? What is your notice period? Your Current CTC (in hand) & Expected CTC (in hand) ? Your Age?
Work Location: In person