Manager -Service Contract & Warranty

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Who We Are:

At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. 

Pratt & Whitney is a world leader in the design, manufacture and service of aircraft engines and auxiliary power systems and has been revolutionizing modern flight for over 100 years. Join us and help shape the future of aerospace and defense.

What Our Expectations Are:

In Commercial Support, we believe that everything starts with our people. We foster a learning organization by providing opportunities for development, growth, and empowerment. We establish our products and services as the customer preferred choice by delivering world-class product & service dependability and benchmark customer service. We drive change and quality through our employee's imagination, dedication, and skills of their craft. We augment this by using technology, striving for proactivity, synergy, and always acting with integrity and respect. The P&WC Commercial Support organization supports a multidisciplinary eco-system.

Functional Description

The Manager, Warranty Business & Claims Management – India is responsible for leading Pratt & Whitney Canada's Warranty Business & Claims Management Centre of Excellence in India, providing strategic and operational leadership to deliver customer-centric, globally aligned warranty and claims support. The role drives operational excellence through process standardization, digital transformation, continuous improvement, and data-driven decision-making while ensuring effective governance across the claims ecosystem. As a key partner to global stakeholders, the Manager will build and develop a high-performing team, foster collaboration and innovation, and enable the India organization to become a trusted Centre of Excellence that enhances customer experience, supports evolving business needs, and delivers sustainable business value.

What You Will Do:

1. Strategic Leadership & Ownership of the India Centre of Excellence

• Lead and execute the strategic vision for the India Warranty Business & Claims Management Centre of Excellence in alignment with global business priorities.
• Establish a high-performing organization that delivers scalable, standardized, and customer-focused warranty and claims support across global markets.
• Drive organizational maturity by identifying opportunities to expand capabilities, improve service delivery, and enhance business value.
• Promote innovation by encouraging new ideas, challenging existing practices, and implementing sustainable improvements.
• Champion of accountability, trust, respect, innovation, safety, and operational excellence while fostering alignment across the global organization.

Build organizational resilience by preparing the team to adapt to changing business priorities, technologies, and customer expectations.
 

2. Customer Centricity & Business Outcomes

• Ensure delivery of exceptional customer experiences by driving timely, accurate, and consistent warranty and claims resolution.
• Embed customer-centric thinking into team objectives, processes, and decision-making to improve customer satisfaction and loyalty.
• Balance customer expectations with commercial, contractual, and business objectives to achieve sustainable outcomes.
• Continuously identify opportunities to simplify customer interactions and improve end-to-end service delivery.
   

3. Operational Excellence & Governance

• Establish robust operational governance to ensure consistent execution of warranty and claims deliverables across the organization.
• Drive process standardization, policy adherence, and compliance with global business requirements and service level commitments.
• Monitor operational performance through defined KPIs, proactively identifying and mitigating risks to service delivery.
• Ensure effective resource planning, workload management, and operational continuity to support business objectives.
• Ensure compliance with global trade & corporate policies, contractual obligations, regulatory requirements, and internal control frameworks.
• Identify, assess, and proactively mitigate operational and business risks impacting business activities.
   

4. People Leadership & Talent Development

• Build, lead, and develop a high-performing team through effective hiring, coaching, mentoring, and performance management.
• Foster a collaborative, and engaged work environment that encourages innovation, accountability, capability development through best practices, knowledge-sharing, and continuous learning.
• Develop succession plans and strengthen organizational capability through structured learning and career development initiatives.
• Set clear performance expectations and recognize individual and team contributions to drive employee engagement and retention.
   

5. Digital Transformation & Process Automation

• Lead the adoption of digital tools and technologies that improve the efficiency, accuracy, and scalability of warranty and claims operations.
• Partner with Digital and Business teams to define and implement technology solutions that enhance customer and employee experiences.
• Identify automation opportunities to eliminate manual effort, reduce cycle times, and improve operational effectiveness.
• Support the successful implementation of transformation initiatives through effective planning, communication, and change management.
   

6. Data-Driven Decision Making & Continuous Improvement

• Leverage operational metrics, business insights, and analytics to drive informed decision-making and performance improvements.
• Establish meaningful dashboards and performance indicators to monitor business health and identify improvement opportunities.
• Champion of continuous improvement by applying Lean, process optimization, and problem-solving methodologies.
• Lead root cause analysis and corrective action initiatives to improve quality, efficiency, and customer outcomes.
   

7. Cross-Functional & Global Stakeholder Management

• Build strong partnerships with global teams across Finance, Programs, Customer Service, Maintenance, Repair and Overhaul (MRO)and and Digital organizations.
• Influence stakeholders to achieve alignment on priorities, transformation initiatives, and operational improvements.
• Represent the India Centre of Excellence in global forums, ensuring effective communication, transparency, and execution of strategic priorities.
• Foster collaboration across regions to share best practices, drive consistency, and support enterprise-wide objectives.

Required Qualifications:

• A University Degree or equivalent experience and minimum 12-18 years prior relevant experience, or an Advanced Degree in a related field and minimum 7 years experience. Related field are Business Administration, Aerospace, Engineering or the like.
• 10+ years of progressive experience in customer support, warranty, claims management, commercial operations, aftermarket services, or a related business function, with at least 3–5 years in a people leadership role.
• Demonstrated experience leading high-performing teams in a global or matrixed organization.
• Experience driving operational excellence, business transformation, and process improvement initiatives.
• Proven track record of leading cross-functional projects and influencing stakeholders across multiple business functions and geographies.
• Good understanding of customer service ecosystem (Customer services, aftermarket, MRO, warranty, contracts, etc.)
• Experience working with digital business systems (ERP, SAP, CRM, workflow or case management platforms) and supporting technology-enabled business transformation.
• Exposure to the aerospace, aviation, manufacturing, industrial, or other highly regulated industries is preferred.
• Experience with Lean, Six Sigma, Continuous Improvement, or equivalent operational excellence methodologies is considered an asset.

Work Location: Bangalore

Travel: As per the business 

Shift Timings: Work in the Eastern Time Zone hours (7:00 AM to 4:00 PM EST or 4:30 PM to 1:30 AM IST)

Onsite: Hybrid.

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.  

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