Manager, Claims - Ticketing and Mobility

The Company

Cover Genius is a Series E insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com, Intuit, Uber, Hopper, Ryanair, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon, Flipkart, eBay, Wayfair and SE Asia’s largest company, Shopee. Our partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year.

Our team and products have been recognized with dozens of awards including by the Financial Times which ranked Cover Genius as the #1 fastest-growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commit itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.

Our People are

Bold, Authentic, Purposeful and Inspired

Our People are not

Perfect, Traditional, Complacent or Cautious

About the Role

As a Manager, Claims, Vertical on our Customer Team, you will own the well-functioning of the claims team, ensuring claims are handled efficiently while providing an excellent customer experience.

To drive success in this role, you will have strong leadership and great analytical skills. With a bachelor's degree, you will have relevant claims experience guiding, mentoring and managing teams, ideally in fast-growing environments. As the Manager, Claims, Vertical, you will lead the team to ensure a smooth customer experience and fast resolution of claims through our owned XClaim platform. Regular collaboration with the leadership team, the Process Engineers, as well as with the Support, Content, and Complaints teams, will be key in ensuring that agreed SLAs and NPS are achieved.

Key Responsibilities

• Team Leadership: Responsible for the overseeing teams that manage daily operations within the claims & customer support departments, ensuring that all teams are meeting business, team and individual KPIs. (e.g. claims/support processing targets, productivity targets, partner claims approval & decline rates, customer satisfaction & performance scores, NPS, CSAT etc). Contribute to the unit culture, change management and empower the teams to executive on the company’s mission and goals. Partner closely with cross-functional teams, including Quality Assurance, Insurance, Partner Services, Performance, and Compliance, to support continuous improvement initiatives.
• Strategic Operations Management: Responsible for operational efficiency and effectiveness across an operational unit. Responsible for driving strategic vision through tactical execution. Oversee multiple teams to ensure consistency in overall claims and support processing quality and efficiency.
• Innovation and Strategy: Contribute to the development of new claims handling strategies and tools to drive operational excellence.
• High-Stakes Claims Management and Escalation Handling: Oversee the most complex and high-value claims, fraud investigations, often involving cross-border issues, reinsurance, or litigation. Handle complex customer inquiries or escalations that require higher-level intervention.
• Training and Development: Provide training, mentorship, and performance feedback to team members, fostering a culture of continuous improvement. Create agreed objectives and a performance development plan for each team member.
• Process Optimization: Create and lead initiatives to improve processes and implement changes to enhance efficiency and customer satisfaction.
• Policy and Procedure Development: Establish and refine claims policies, procedures, and best practices to ensure consistency and excellence in claims handling.
• Reporting and Analysis: Analyze claims data to identify trends, report on performance metrics, and develop strategies to address emerging issues. 
• Cross-functional collaboration: Work closely with other departments, such as product development and marketing, to address customer needs and feedback.
• Compliance and Risk Management: Ensure full compliance with global and local regulations, and proactively manage risk within the claims process.
• Stakeholder Engagement: Collaborate with other departments, such as underwriting, legal, and finance, to resolve complex claims and improve overall service delivery.
• Recruitment: Build a great team by assisting with the screening and hiring of staff.

Skills and Experience

• 4+ years of experience in claims management, with at least 2 years in a managerial role, preferably in an insurance firm
• Fluency in English (verbal & written) is essential for communicating internally and externally. 
• Analytical and problem-solving skills.
• Excellent communication, negotiation, and relationship management skills.
• Bachelor’s or postgraduate degree in a related field or equivalent is highly desirable

Proficiencies and Attributes

• Time ManagementOrganisation
• Attention to Detail
• Demonstrates resilience
• Learning orientation
• Relationship building skills
• Communication Skills
• Team Development

Why Cover Genius?  

Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean?

• Flexible PTO. Taking time out is important for our teams to enjoy life and stay fresh.

• Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company.

• Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system.

• Social Initiatives - pictures speak a thousand words!

Salary Range  

The base salary range for this role is between $77,000 and $90,000. The total compensation package also includes equity, and the opportunity for additional earnings through our annual bonus or variable commission plans.

We believe in transparency, and this salary range bracket is designed to provide a clear understanding of the potential earnings associated with this role. Your skills and contributions are highly valued, and we look forward to welcoming you to our team.

Sound interesting? If you think you have the best composition of the above, send us your resume and let's chat!

* Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.