Cover Genius logo

Process Improvement Lead

Cover Genius is the leading global insurance technology company.

Number of employees

201-500

MY flag Malaysia only

The Company

Cover Genius is a Series D insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com, Intuit, Hopper, Skyscanner, 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 recognised with dozens of awards including by the Financial Times who ranked Cover Genius as the #1 fastest growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commits itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.

About the role

The Customer Process Lead is responsible for the operational excellence of our claims and support operations. They are responsible for leading projects and initiatives to drive efficiency and process optimization as well as managing and overseeing the customer operations, maintaining compliance, quality, and service standards. Reporting to the Regional Lead, Customer Operations the role is the main customer advocate, flagging opportunities for improvement and collaborating with the Customer Engineering Team to ensure customers are at the center of our decisions and programs.

The Customer Process Lead is also responsible for maintaining compliance standards, identifying operational risks that could affect customers and the team.

What your working week will involve;

  • Collaborate with a cross-functional group across insurance, claims and engineering teams to onboard new partners and expand our digital footprint

  • Responsible for optimizing and improving existing processes focused on customer experience and operational efficiency

  • Responsible for operationalizing newly designed processes and capabilities

  • Own the end to end resolution, of all claims and support inbounds, ensuring the best experience possible for our Customers

  • The primary point of contact for claims and operations related regulatory inquiries and insurance partner auditing activities

  • Day to day key escalation point for demand partner, customer, and internal escalations

  • General management of and guiding underwriting efforts and policy requirements/issues including supply-side partner management

  • Provides input and assists Customer Engineering Team in planning and evaluating strategies, gathering and analyzing data, and customer problems.

  • General complaints handling and regulatory knowledge, including formulating responses in accordance with guidelines from regulators.

  • Identifies cross-operational opportunities for loss prevention, risk mitigation programs and internal training

  • Liaison with outsourced partner teams.

  • Ongoing people management and auditory responsibilities over claims processes and team’s performance

What the ideal profile looks like;

  • Proven experience in all aspects of insurance claims management

  • Strong leadership and team mentoring experience.

  • Ability to adapt quickly to a start-up pace environment and culture

  • Proven ability to foster and develop relationships with key external and internal stakeholders

  • Problem solving and advocating for customer solutions

  • Enhancing systems and processes and feedback loops

  • Produce reports and present quarterly results

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. Some of the benefits we have are:

  • Flexible Work Environment - we are outcome focussed and understand that for our people to perform at their best flexibility is critical. With the recent impact of Covid we gave 15 days additional leave to all employees for when they need a break and some well-deserved downtime.

  • 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.

  • Unlimited leave. It's easier and more flexible for everyone.

  • Social Initiatives - pictures speak a thousand words!

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

*We care about the health and safety of our people. This means that we require our employees to be fully vaccinated against COVID-19 if they are not subject to an exemption. Please let us know if you have any questions or need accommodations based on your individual circumstances.

*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.

About this role

March 26th, 2023

January 25th, 2023

Full Time

To apply, you must have a permit to work in this country.
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About Cover Genius

Learn about Cover Genius and their company culture.

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Cover Genius is the insurtech for embedded protection. Together, we protect the global customers of the world’s largest digital companies – including Booking Holdings, Intuit, Hopper, Skyscanner, Ryanair, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. It’s also available at Amazon, eBay, Flipkart, Shopee, Wayfair and – via XCover Go – many smaller stores.

Humbly, our world-leading NPS of +65 wasn’t missed by the Financial Times either; they ranked us #1 on their list of the fastest growing companies.

OUR VALUES

  • WE MAKE IT OUR OWN: We’re proud of who we are and what we do. We bring our own way of doing things and we make it happen.

  • WE MAKE IT BETTER: We bring new ideas, think differently and challenge the norm. We look for areas to improve and we own the changes that we desire.

  • WE SUCCEED TOGETHER: We’re better when we work together. When we need help we always say “yes”. And when we pull it off, we celebrate together.

  • WE CREATE MAGIC: We make hard things simple and old things novel. We’re making world firsts in one of the oldest industries.

Tech stack

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Benefits and perks

Learn about the benefits and perks that Cover Genius provides.

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Volunteer opportunities

Giving back globally

CG Gives – our social impact arm where the not-for-profits are hand-selected by team members – funds microfinance projects that bring social entrepreneurship to impoverished countries while making everyone a philanthropist and gives back to causes for social progress and equality with a view to making the world a better place.

Equity benefits

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.

Flexible working hours

Flexible working hours

We are outcome focussed and understand that for our people to perform at their best flexibility is critical.

Paid parental leave

Paid parental leave

Paid family leave for all parents to support you and your family.

View all employee benefits
View all employee benefits

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