Recovery Executive (Dispute)

Conduct thorough investigations into delivery disputes, problematic parcels, and service-related complaints.

Review and verify complaints raised by customers, shippers, and internal stakeholders.

Analyze delivery records, operational data, and supporting evidence to determine root causes.

Identify appropriate solutions and drive resolution of disputed cases within agreed timelines.

Coordinate with relevant departments to ensure successful parcel recovery, redelivery, or return-to-sender processes.

Review, validate, and process claims submissions in accordance with company policies and procedures.

Assess the legitimacy and completeness of supporting documents submitted by claimants.

Ensure claims are processed accurately and within established turnaround times.

Monitor claims trends and recommend preventive measures to reduce future losses.

Prepare regular reports on dispute cases, claims status, recovery performance, and operational losses.

Maintain accurate records and update case management systems in a timely manner.

Analyze recurring issues and provide recommendations for process improvements.

Communicate investigation findings and case updates to relevant stakeholders.

Ensure all parties are kept informed of dispute progress and resolution outcomes.

Collaborate closely with Operations, Customer Service, Warehouse, and other departments to resolve cases effectively.

Ensure full adherence to Recovery SOPs, company policies, and operational guidelines.

Maintain high standards of data accuracy and documentation.

Support 5S and workplace safety initiatives within the operational environment.

Participate in audits and compliance reviews as required.

Support managers and department heads with ad-hoc projects, analysis, and process improvement initiatives.

Perform other duties assigned by management from time to time.