Insurance & Warranty Lead

About the Role

We are looking for an Insurance & Warranty Lead to manage and optimize Electrum's end-to-end insurance and warranty ecosystem for vehicles, batteries, riders, and operational assets. This role is responsible for overseeing policy design, partner management, claims operations, process compliance, and warranty program performance—ensuring customers receive timely, accurate, and reliable protection while maintaining cost efficiency and operational excellence.

You will collaborate with Operations, Risk, CX, Product, Finance, and external insurance partners to build a strong, scalable, and customer-centric protection framework for Electrum's EV ecosystem.

What You Will Do
Insurance Operations

• Manage the full lifecycle of insurance policies for vehicles, batteries, riders, and company assets.
• Coordinate with insurance partners on policy issuance, renewals, pricing, coverage, and endorsements.
• Oversee claims submission, documentation, investigation, approval flow, and settlement timelines.
• Ensure high claim success rates while monitoring fraud risks, documentation completeness, and process gaps.
• Build SOPs for insurance handling across branches, CX, and field teams.

Warranty Management

• Own Electrum's warranty program across vehicles, batteries, chargers, and components.
• Define warranty terms, coverage, exclusions, timelines, and approval structures.
• Manage warranty claims processing, including root-cause analysis, part replacement, and vendor coordination.
• Track repeat issues, failure patterns, and component reliability to drive long-term product improvements.
• Develop warranty dashboards to monitor claim volume, turnaround time (TAT), and cost per unit.

Process Excellence & Compliance

• Standardize warranty and insurance workflows to ensure consistency across all service locations.
• Conduct regular audits on documentation accuracy, compliance, and claim handling quality.
• Implement internal controls to reduce leakage, prevent fraud, and ensure proper approvals.
• Work with Operations and Product teams to translate issue patterns into engineering and process fixes.

Partner & Stakeholder Management

• Maintain strong relationships with insurance providers, adjusters, and warranty vendors.
• Negotiate favorable terms, premiums, and service-level agreements (SLAs).
• Collaborate with CX to ensure smooth communication to customers regarding insurance or warranty updates.
• Work with Finance to align on provisioning, budgeting, and cost optimization strategies.

Reporting & Insights

• Provide regular reports on insurance performance, claim ratios, coverage utilization, and warranty costs.
• Identify trends, high-cost segments, and operational bottlenecks, with clear recommendations to leadership.
• Support product testing initiatives with reliability and failure-rate insights.

What You Bring

• 5+ years of experience in insurance operations, warranty management, claims handling, or risk-related roles—preferably in automotive, motorcycle, EV, or fleet-based industries.
• Strong understanding of insurance products, underwriting basics, claim processes, and partner relations.
• Experience in warranty programs, technical assessments, or component failure analysis is an advantage.
• Ability to build SOPs, design processes, and conduct operational audits.
• Strong analytical skills with ability to interpret data and provide actionable insights.
• Capable communicator who can work cross-functionally with Ops, Product, CX, Risk, and Finance.
• Highly organized and detail-oriented, with a bias toward operational excellence.

Nice to Have

• Experience in EV, automotive, or mobility-related warranty ecosystems.
• Knowledge of Indonesian insurance regulations and compliance requirements.
• Familiarity with OEM warranty standards and root-cause analysis frameworks.
• Hands-on experience with claims management systems or CRM tools.

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