Process Improvement Lead
Cover Genius
Australia
Posted on Wednesday, November 30, 2022
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.
Our People are
Bold, Authentic, Purposeful and Inspired
Our People are not
Perfect, Traditional, Complacent or Cautious
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
Educational Qualifications;
- Bachelors or higher degree in related field is required
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.
• 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!
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.
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