Claims Team Lead

About 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, 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 recognized sed 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 In the role of Claims Team Lead, you will direct regional operations teams toward business objectives while upholding rigorous standards for equity, precision, efficiency, and documentation. This role is accountable for claims assessment, coverage determination, documentation, partner service delivery, and backlog control at a level appropriate to its scope, ensuring customer outcomes are fair, well-controlled, timely, and aligned to regional operating requirements. At this level, you own day-to-day delivery and escalate strategic/resource issues and are expected to handle high complexity across people, workflow, prioritization, and quality control. The work directly supports core performance measures such as claim closure rate, median resolution, SLA attainment, decision accuracy, while strengthening documentation quality, risk discipline, and cross-functional execution. Because this role supports a global operating model, collaboration across time zones is required. Hours past normal shift hours may occasionally be required to achieve department goals, support critical escalations, stabilize SLA performance, or deliver time-sensitive initiatives. Key Responsibilities Lead daily team execution, coaching, workload prioritization, quality oversight, and performance follow-up across an assigned pod or regional scope. Synchronize SLA fulfillment with capacity management, employee engagement, and real-time training requirements in partnership with team leadership. Assess claim facts, coverage triggers, evidence quality, policy wording, exclusions, partner requirements, and customer impact before progressing or escalating a case. Escalate sensitive, high-value, regulated, or ambiguous cases using the correct framework and with complete supporting documentation. Maintain complete, clear, audit-ready claim notes and decision rationale in XS and related systems. Coordinate with Support, Payments, QA, Complaints, Insurance, partners, and underwriters when case context requires cross-functional action. Participate in continuous improvement, operational project work, change management, and post-launch stabilization where required. Support peak-season recovery and backlog reduction plans through focused execution, case grouping, and structured handoff practices. Contribute to change management, operational projects, and process stabilization efforts. Adapt to global operational needs, which may involve working beyond standard hours to support critical launches or regulated timelines. Because this role supports a global operation, hours past normal shift hours or on weekends may be required. Qualifications 3-4 years with people leadership or informal leadership experience of relevant experience in claims, customer operations, insurance operations, regulated service delivery, operational excellence, or a comparable environment. Ability to balance speed, quality, customer fairness, compliance, and operational practicality. Strong written and verbal communication with the ability to produce clear, defensible documentation and concise stakeholder updates. Ability to work in SLA-driven operations with strong prioritization, follow-through, and attention to detail. Working knowledge of insurance claims handling, policy interpretation, evidence review, coverage decisions, settlement/reimbursement logic, and audit trails. Demonstrated ability to lead teams or programs, manage performance, build operating rhythms, and coach others through ambiguity. Strong project management and change-management capability, including milestone tracking, risk management, stakeholder alignment, and post-launch adoption. What you will have Commitment to operational excellence and methodical execution Elevated competency in personnel leadership Execution of sound professional judgment within high-pressure environments Articulate and concise professional communication Commitment to achieving high-performance results Customer obsessed and partner focused Knack for clear & accurate documentation Bias for measurable improvement 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 Work Environment - Our teams are hybrid and remote. Hybrid work from home on Wednesdays and Thursday and attend the office on Monday, Tuesday and Friday with flexibility around start/finish times. • Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enable us to all become philanthropists through our peer recognition and rewards system. • Social Initiatives - pictures speak a thousand words! Sounds 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. By submitting your application, you acknowledge that we may collect, store and process your personal data for recruitment purposes. To ensure a fair evaluation, we may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for three years from the date of your application. For detailed information about how we handle your data and our use of AI, please review our full P rivacy Policy.