Manager - Trade Promotion Claims - Claims Operations - FMCG

Job Summary:

We are looking for an experienced Manager Trade Promotion Claims to lead end-to-end trade promotion claims operations. The role will be responsible for ensuring high levels of SLA adherence, claims accuracy, RFT, productivity, compliance, customer satisfaction, and operational excellence.

The ideal candidate should have strong experience in Trade Promotion Claims / Claims Management, along with proven capabilities in team management, stakeholder management, RCA/CAPA, reporting, process improvement, and customer management.

Key Responsibilities

• Lead end-to-end Trade Promotion Claims / Claims Operations.
• Ensure timely and accurate validation, processing, settlement, and closure of claims.
• Drive SLA adherence, RFT, quality, productivity, and backlog management.
• Ensure claims processing accuracy of 99% and RFT of 95%.
• Monitor aged claims and ensure backlog remains within agreed thresholds.
• Manage customer escalations and ensure effective resolution with zero repeat escalations.
• Own KPI, SLA, MIS, and operational performance reporting.
• Ensure 100% reporting accuracy and timely submission of management reports.
• Lead Root Cause Analysis (RCA) for recurring operational and customer issues.
• Drive CAPA closure within committed timelines.
• Ensure compliance with internal controls, customer requirements, and audit standards.
• Drive continuous improvement, process optimization, automation, and operational excellence.
• Identify opportunities to improve quality, productivity, turnaround time, and customer experience.
• Lead and manage cross-functional projects and process improvement initiatives.
• Build strong relationships with customers and internal stakeholders.
• Coach, mentor, and develop team members to achieve operational and business targets.

Required Skills

• Trade Promotion Claims
• Trade Promotion Management
• Claims Management
• Claims Processing
• Trade Claims
• Claims Operations
• FMCG / CPG
• Deduction Management
• Claims Validation & Settlement
• SLA Management
• KPI Management
• RFT / Right First Time
• Backlog Management
• RCA / CAPA
• Process Improvement
• Operational Excellence
• Customer & Stakeholder Management
• Escalation Management
• Team Management
• Project Management
• MIS / KPI Reporting
• Audit & Compliance
• Continuous Improvement
• Automation / Process Optimization

Candidate Profile

• 7–12 years of relevant experience in Trade Promotion Claims, Claims Management, Claims Operations, FMCG/CPG operations, shared services, or related processes.
• Experience managing end-to-end claims operations and customer-facing processes.
• Strong experience in SLA, KPI, quality, productivity, and operational governance.
• Proven ability to manage teams and multiple stakeholders.
• Strong analytical, problem-solving, communication, and project management skills.
• Experience in RCA, CAPA, audit, compliance, and continuous improvement.
• Experience with ERP, claims management platforms, MIS/reporting tools, or automation initiatives will be an advantage.