Team Lead Claims Service

DHL Group the logistics provider of the world with over 580,000 employees in more than 220 countries and territories. We are an organization that is not just moving goods around, we have a very clear purpose, and we are: Connecting People. Improving Lives. We provide challenges and opportunities for personal and professional development; we recognize the difference you bring to our business and together we share the pride of building one of the largest world leaders in logistics and supply chain.

Are you an idea generator who is passionate about innovation and dynamic markets? Do you enjoy developing business and driving projects forward? Are you looking for a responsible position where you can actively help shape the future? Then we should get to know each other!

Become part of a unique corporate culture defined by a respectful working environment, inspiring colleagues, strong team spirit, and a hands-on mentality. Join us and bring your ideas to life!

Role Context

The Claims Service function plays a critical role in ensuring a fair, transparent, and efficient handling of customer claims. By assessing liability cases and managing compensation processes, we directly contribute to customer satisfaction, cost control, and compliance with legal and contractual requirements.

The Claims Service team is responsible for handling customer compensation claims that arise from shipment-related complaints by analyzing shipment data, system information, and contractual conditions. These claims are captured via Customer Service and require detailed investigation using operational data, contractual frameworks, and internal policies. Further, the claims team assesses liability based on defined legal and commercial frameworks, calculate compensation, and document decisions in a structured and auditable manner.

As a Team Lead, you ensure consistent decision-making, high-quality case handling, and efficient workflows. You act as the interface between operations, customer service, and legal teams, ensuring alignment and continuous improvement across processes.

Key Responsibilities

As a team lead, you provide functional leadership of a Claims Service team (claims agents) and are responsible for its operational performance and continuous development.

One of your core responsibilities is to ensure the accurate, timely, and compliant handling of compensation claims. You oversee case processing and actively contribute to operational claim handling, including managing complex investigations yourself, while acting as escalation point for high-value or sensitive cases.

You structure and facilitate team meetings and case discussions, ensuring knowledge sharing, alignment on standards, and consistent decision-making.

You actively contribute to the development and optimization of processes, policies, and research workflows to improve efficiency and quality.

You plan and coordinate workload distribution within the team, ensuring that SLAs, quality standards, and productivity targets are met. At the same time, you maintain transparency on team performance and operational risks.

You report directly to department management, preparing relevant insights, highlighting trends, and deriving actionable recommendations to improve performance and reduce claims volume.

Education & Experience

Required:

• Bachelor's or Postgraduate degree in any discipline.
• Minimum of 6 years of experience in a corporate environment, with at least 2 years as a team lead or project manager.
• Business fluent English
  
  
  

• Certified German Language proficiency: Business fluency at B2 level or above (certified) – written and spoken
• Experience in liability assessment, claims handling, or investigation-based processes
• Background in parcel, logistics, or supply chain operations
• Experience working with CRM or case management systems
• Experience balancing quality, productivity, and compliance in operational environments
  
  
  

• Strong analytical and problem-solving skills with attention to detail
• Independent, structured, and responsible working style
• Strong organizational skills and ability to manage multiple priorities
• Excellent communication and stakeholder management skills
• Ability to lead, motivate, and develop a team
• High level of ownership, accountability, and decision-making capability
• Flexibility and willingness to take on new topics and drive improvements
• Natural aptitude for systems and ability to quickly understand and apply new processes
  
  
  

• Schedule: Standard Indian business hours.
• Work model: On site
• Training: Initial onboarding and training program
• Global Collaboration: May require occasional work outside of standard hours.
• Performance Metrics: Measured through quality of decisions, SLA adherence, productivity, and customer satisfaction
  
  
  

• Annual Leave: 42 days of paid leave in addition to public/national holidays.
• Medical Insurance: Coverage for self, spouse, and two children. Option for voluntary parental insurance (parents or parents‑in‑law) at a nominal premium, including pre‑existing conditions.