About The Role

In this role, you are required to ensure all cargo claims and consignment related non-conformances are thoroughly investigated and processed within the set timeframe as per department KPIs. You will be responsible for creating and maintaining reports and dashboards on cargo claims and consignment related non-conformances for analytical and business support purposes within Qatar Airways Cargo.

As part of your role, your responsibilities will be inclusive of, but not limited to the following:

• Identify trends in claims and shipment related nonconformance to find appropriate corrective and preventive (CAPA) measures to eliminate and/or minimize them through collaboration with internal and external counterparts involved.
• Responsible for assessment of carrier’s liability involvement in claims by thorough investigations of claims with airline’s counterparts and make recommendations for the outcome of Claim (1st level approval).
• Conduct trend analysis of claims and non-conformances to identify trends and follow up with stations to arrest the route cause.
• Efficient handling of any customer escalations to ensure customer expectations are met in a timely manner.
• Maintain updated records on court cases and assist line manager and group legal to take necessary action towards protecting the interests of the airline.
• Conduct quality accuracy checks on claims investigation findings, communications with customers and contents of claim summary.
• Prepare periodical reports on weekly / monthly basis for management review.
• Manage training requirements of team members and ensure staff is current and compliant.
• Assess systems and tools used on cargo claims and non-conformance handing processes and make proposals for continuous improvements to elevate customer experience journey.
• Prepare necessary documents with business justifications required for implementation of system and digital enhancements.
• Assist system testing to complete UAT signoff.
• Follow-up payment to customers and recovery from corporate insurance policy and/or other third parties (GHA/Trucking).

Qualifications About you

• Bachelor’s degree or equivalent with minimum 4 years job related experience
• Relevant experience within industry of air cargo supply chain
• Previous experience in cargo operations / claims would be an advantage
• Experience in aviation liability insurance would be an advantage Database Management Experience