Customer Operations Manager - #1727630

Cover Genius

Fecha: 14/01/2022
Ciudad: Montevideo, Montevideo
Tipo de contrato: Tiempo completo
Cover Genius
The Company
Cover Genius is a Series C global Insurtech with a vision to protect all the customers of the world’s largest digital companies. Partners such as, eBay, Shopee, Ola, Wayfair and AXS have integrated XCover, our insurance distribution platform that embeds protection for millions of worldwide customers each year Our team and products have been recognized 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 10 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 Operations Manager is the conduit between our claims and support teams. They are responsible for managing and overseeing the customer operations regionally, maintaining compliance, quality, and service standards. Reporting to the VP Customer, the role is the main customer advocate, flagging opportunities for improvement and collaborating with Customer Engineering Team to ensure customers are at the center of our decisions and programs. The role is responsible for ensuring the claims and support SOPs are documented and well maintained, supporting the onboarding and development of new team members. The Customer Operations Manager is data-driven, monitoring KPI’s, SLA’s, and QA’s scores to measure success, executing on initiatives and action plans timely. The Customer Operations Manager is also responsible for maintaining compliance standards, identifying operational risks that could affect customers and the team

What your work week will involve

    • Own the end to end resolution, of all claims and support inbounds ensuring the best experience possible for our Customers.
    • Being the primary point of contact for claims and operations related to regulatory inquiries and insurance partner auditing activities.
    • Day to day key escalation point of contact 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 trainingLiaison with outsourced partner teams.
    • Ongoing people management and auditory responsibilities over claims processes and team 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, fast paced 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.
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?
  • 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.

  • 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!

  • The health and safety of our people, family and communities is our number one priority. This means that we require all of our employees to be fully vaccinated against COVID-19 if they are not subject to an applicable legal exemption; therefore all offers will be subject to proof of vaccination or an attestation of exemption. Please speak to us if you have any questions regarding our reasonable accommodations process based on your individual circumstances.

Cómo postularme

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