Regional Lead, Customer Operations

**The Company**

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 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**

As the Regional Lead for Customer Operations you will be responsible for ensuring the customer & claims operations are established and operating efficiently whilst executing on the regional strategy that enables Cover Genius’ to meet performance targets.

Reporting to the VP Customer, the role is the main customer advocate, collaborating with other leaders and functions in the region to ensure customers are at the centre of our decisions and programs. Primary responsibility is to define and execute strategic and tactical objectives that enable sustainable growth of the customer & claims operations globally, enhancing the end-to-end experience as well as continually optimising operational processes.

**What your working week will involve;**:

- Execute the strategies for the growth of the function, including the coordination of organisational changes and transformations aligned with company-wide goals
- Identify and drive process improvements and business opportunities, with a high degree of complexity and impact to ensure best in class operations, with a particular focus on simplification, operations excellence, self service, and customer experience
- Research and advise executive leadership on new technologies and/or vendors to improve productivity and experience
- Directly manage the leaders of the support and claims team while providing a high level of insight to the executive leadership team
- Establish processes and efficiencies that incorporate all regulatory requirements, including customer communications, ensuring adherence to the law while providing the best in class customer experience
- Lead and develop the guidelines for process improvement, optimisation, service design and quality within claims and support functions
- Manage regional Process Engineers to utilise analytics, automation, and technology to design streamlined experiences and improve operational efficiency
- Maintain and monitor key performance indicators to drive operational efficiency and optimal allocation of resources
- Collaborate with risk and compliance functions to ensure operations meet compliance requirements
- Vendor management, including supporting Commercial Operations with integration, process design and reporting for TPAs and Service Providers
- Provide leadership across geographically dispersed teams
- Overseeing employee development, including performance management, coaching, and development activities

**What the ideal profile looks like;**:

- A minimum of 5 years of experience in Operations Management
- Hands-on experience in implementing operational strategies and driving transformational change through innovation and technology highly preferred
- Demonstrable commitment to project management disciplines, quality control, change management and leading-edge technologies is essential
- Excellent communication and interpersonal skills with the ability to connect, build relationships and influence business leaders, across all levels, in a multinational company.

**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 - we are outcome focussed and understand that for our people to perform at their best flexibility is critical. Soon after the declaration of the COVID-19 global pandemic the entire CG team was granted an extra 15 days of Wellness Leave to take throughout 2020.
- 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