Job Description

Why join Rolls‑Royce?

At Rolls‑Royce we are proud to be a business that has truly helped to shape the modern world and are committed to always being a force for progress; powering, protecting and connecting people everywhere.

By joining Rolls‑Royce, you'll have the opportunity to work on world-class solutions, supported by a culture that believes individuality is our greatest strength, and all perspectives, experiences and backgrounds help us innovate and enable our high-performance culture.

Role Purpose

The Warranty Manager leads a warranty claims team within GBS Poland, accountable for the accurate, timely and compliant processing of warranty claims and for the service provided to claimants and stakeholders. The role combines team leadership with hands-on operational delivery, ensuring consistent quality, adherence to warranty policies and controls, and sound decisioning within delegated authority. The role is designed to take on additional warranty activity and to lead the team through that expansion with an initial focus on Corrections in Field (CiF).

Role Description

The role leads the day-to-day running of the team, balancing workload, monitoring performance against service levels and quality standards, and acting as the senior point of judgement and escalation. The Warranty team lead reviews, validates and approves claims and engaging the relevant retained and technical team where needed.

The Warranty team lead manages team performance and governance with the retained warranty organisation, workforce allocation, identifies and escalates blockers, builds capability, and drives continuous improvement (including automation and AI). A light element of transition enablement is expected as activity and scope move into the team, but the role is fundamentally a team leadership role.

Key Duties & Responsibilities

Team leadership & development

• Lead, develop and support the team, setting objectives, allocating workload and managing day-to-day performance

• Manage team performance and workforce allocation across the claims workload, balancing capacity, absence and priority

• Coach and build capability; cross-train team members for resilience and cover

• Foster a customer-focused culture that protects the company's reputation through responsive, high-quality claim handling

Operational delivery, judgement & intervention

• Review and validate incoming claims for completeness, coverage and claimant eligibility

• Exercise delegated authority to approve, partially approve or decline claims within agreed limits, and refer technical or higher-value claims to the retained reviewer or approval authority

• Apply judgement on the right channel and level of intervention for each issue (resolve in the system, contact the partner, involve the retained lead, or handle directly) and escalate appropriately

• Intervene to drive consistent decisioning across the team, addressing over-lenient or over-strict handling

• Act as first point of escalation for complex or contested claims

Service performance, governance & controls

• Own team service, quality, throughput and backlog performance; manage team performance and governance to the retained warranty organisation

• Identify and escalate blockers promptly, proposing solutions

• Ensure internal controls, segregation of duties and data-safeguarding / export-control requirements are consistently applied

• Identify and implement continuous-improvement, automation and AI opportunities to improve accuracy, efficiency and cost

Stakeholder management & reporting

• Act as the primary point of contact for warranty claim matters, liaising with claimants, Finance, technical and engineering teams

• Provide regular reporting on team performance, governance, blockers and initiatives to the retained warranty organisation

• Manage internal and external stakeholder relationships, including escalations

Qualifications & Experience

Education

• Higher education; ideally, this would be a degree in Business Administration, Engineering, Supply Chain or a comparable field is preferred; equivalent relevant experience, including a strong hands-on or technical background, is equally valued

Experience

• Prior warranty / claims experience (able to perform the work, not only manage it)

• Minimum 2–3 years' leadership or supervisory experience and 7+ years' overall working experience

• Warranty, claims, after-sales service or comparable transactional processing experience, including review, decisioning and case management

• Experience of managing service levels, quality and performance

• Must be familiar with SAP; experience working with an SAP-driven system is required with specific warranty / claims tools a nice-to-have

• Experience of working in international or multinational teams within a matrix organisation

• Experience in a service-delivery or GBS / shared-services environment is a bonus, not a requirement

Language

• English fluent and German (business conversational B2/C1) mandatory.

Skills & Competencies

• Operational leadership: planning, workload allocation, performance management and team development

• Strong at team reporting and governance, performance management, workforce allocation, and identifying and escalating blockers

• Sound commercial and technical judgement to assess and decision claims within delegated limits

• Strong knowledge of warranty policies, processes and controls

• Judgement on channel and level of intervention, distinguishing self-serve, partner contact, escalation or direct handling

• Structured, detail-oriented execution of recurring, controlled processes

• Confident use of warranty / claims-management and reporting tools, with strong Excel and PowerPoint

• Problem solving root-cause analysis of quality, service-level or backlog issues, with consistent, defensible decisions

• Accountability and ownership of team performance and claim outcomes

• Strong collaboration and communication with claimants, Finance and technical teams in an international environment

• Openness to occasional travel, approximately once or twice a year

What do we offer:
• Private healthcare and group life insurance
• Annual bonus
• myBenefit platform/subsidy for Multisport cards
• Internet and electricity allowance for remote work
• Increased funding for the Employee Capital Plans (PPK) program; Rolls Royce Sp. z o.o. contributes 3% to this program
• Additional vacation days based on length of service with the employer
• Hybrid work model (2 days in the office / 3 days from home)
• Work in a modern office located in the Krakow centre – the Unity Tower (ul. Lubomirskiego 20)

The Kraków Rolls Royce Global Capability Centre represents an exciting new chapter in the growth of Rolls Royce Group Business Services. Designed to support global operations and employee services, the Centre is a key hub for enabling operational efficiency and strengthening global business processes. It delivers exceptional services across finance, procurement, HR, Data Analytics and Service Management.

Our vision is to ensure that the excellence and ingenuity that shaped our history continues into our future. Our multi-year transformation programme aims to turn Rolls Royce into a high-performing, competitive, resilient and growing company. Join us, and it can be your future vision too.
Rolls Royce are committed to being a respectful, inclusive, and non-discriminatory workplace where individuality is valued, diverse perspectives fuel innovation, and everyone can thrive.

Please note that all applicants will be subject to Poland right-to- work check as part of the recruitment process.  

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