James Lobo

Ensure all claims are maintained as per company procedures to comply with quality
policy and legal requirements.
 Monitor all cargo and mail claims are processed as per the CRM timelines and
appropriate compensations are recommended under IATA conventions.
 Supervise network discrepancies and provide instructions to the stations / GHA for
corrective actions
 Whenever deemed necessary attend meeting with Cargo HUB operations and GHA to
discuss claims and discrepancies in relation that leads to claims
 Produce daily, monthly and annual reports, and identify service failures to the respective
stations RM’s, Quality Team and HUB Managers.
 Offer support / deputation to Lead Cargo Claims Officer
 Authorize recharges on station penalties and discrepancy
 Issue debit notices to GHA’s and Customs on re-export consignments.
 Monitor CRM project
 Guide and supervise claims coordinators (4)
Cargo

Evaluating Information to Determine Compliance with Standards - Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards
 Transmit claims for payment or further investigation under airline/ IATA Conventions
 Organize or work with detailed office or warehouse records to search or retrieve data.
 Supervise and train junior staffs (3), and management of claims reported to the head quarters
 Conduct induction sessions to new joiners from stations on claims handling procedures.
 Prepare claims settlement approvals, repudiation letters or related documents and review them for completeness of all cases reported over 100 stations.
 Deputize Senior Claims Officer and attend meetings related to Risk Management and department improvisation.
 Negotiate with handling companies on service failures and recommend corrective actions.
 Prepare monthly settlement and yearly Claim reports.

Management of liability claim files that include the investigation.
 Apply corrective action, monitor, and revise procedures as needed.
 Record, monitor, and take immediate actions for all Cargo and mail discrepancies of QR network.
 Communicate with all stations for immediate corrective action, in co-ordination with the Hub-operation to reduce complaints/discrepancies and to avoid future claims.
 Work closely with all the departments of the cargo to acquire accurate and strategic analysis and survey of claim cases.
 Monitor and report SOP failures to the Quality management and revise SLA’s.
 Ensure all records/files related to claims are organized for easy retrieval and comply with internal / external Audits of ISO and ISOA

Investigate, documenting and processing cargo claims in a timely manner.
 Liaise with customers, agents, and repair firms as necessary while investigating and resolving claims fairly.
 Ensuring claim is process is based on company and international standard policies
 Conduct initial and follow up contact and/or correspondence with claimants, insurance companies, attorneys, etc. regarding claim submission.
 Negotiate with plaintiff attorneys, insurance companies, etc. to settle claims within individual authority limits.
 Maintain current knowledge of all country laws and regulations applicable to process the claim.

1. Ensure performance of day-to-day operational activities of Import and Export of Cargo.
2. Maintaining liaison and excellent relations with shippers and Consignee’s.
3. Supervise/control any unfair practice pertaining to export/import operations.
4. Ensure high operational standards at optimal cost efficiency.
5. Comply with all and any instructions prescribed by Warehouse Manager and Shift Supervisor
6. Provide a value added service by ensuring the cargo is moved towards the flight within the stipulated time.
7. Update all records on a daily basis with respect to consignment received and delivered
8. Prepare daily sales reports for the carrier operations and submit to the airline base