Team Lead, Claims

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 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 We are looking for a data-driven, resilient leader to champion our 13-person, Uruguay-based EMEA Travel Claims pod. As the Team Lead, you will take full ownership of the day-to-day operations, transforming a vibrant, junior team into a high-performing unit. This is a role for a hands-on mentor who thrives in high-volume environments and knows how to translate raw operational data into constructive coaching moments. You will own the entire new-hire lifecycle—planning and executing the practical onboarding, nesting, and side-by-side shadowing process to guide new starters safely toward full autonomy. By balancing empathy with strict accountability, you will optimize daily queue workflows, maintain bulletproof regulatory compliance, and build a culture focused on fact-based problem solving. If you are ready to manage capacity through 15% volume spikes, collaborate with global peers, and directly impact the EMEA customer journey, this is your next career step. Key Responsibilities People Leadership & Culture: Drive the professional maturity of a junior travel claims team. Use data-driven KPIs to conduct objective performance reviews, shifting the team culture away from complaints and toward constructive, fact-based problem-solving. Operational Excellence & SLA Management: Manage daily workflow allocation and queue prioritization across your pod. You will optimize capacity planning (schedules, leave, and shrinkage) to handle standard daily volumes as well as sudden 15% claims spikes without missing turnaround times. Onboarding & Autonomy: Run the full new-hire lifecycle. Following their initial 2-week classroom training, you will guide new starters through side-by-side peer shadowing and strict Delegated Authority (DA) co-signature limits until they are signed off to work 100% independently. Quality, Governance & Compliance: Partner closely with QA and Complaints teams to monitor file accuracy. Ensure all claim determinations strictly align with product wordings, internal audit targets, and regulatory frameworks (like the FCA or local EMEA equivalents). Continuous Improvement: Proactively identify, log, and report system bugs or process bottlenecks to our tech teams to drive system enhancements and reduce customer friction. Global Collaboration: Partner regularly with fellow Team Leads across Europe and Asia to share regional insights, standardize claim-handling philosophies, and maintain global alignment. Data & Performance Reporting: Build, maintain, and own your team's performance tracking systems. You will provide comprehensive weekly insights, SLA trends, and assessor progress overviews directly to the Claims Manager. Skills & Experience Claims Leadership: 2–4 years of experience managing, coaching, and upskilling a team of at least 10 FTEs in a high-volume insurance environment (Travel or Medical claims experience is highly preferred). Emotional Intelligence & Resilience: Proven ability to guide a junior team, utilizing strong conflict-resolution skills to transform workplace friction into productive, performance-focused conversations. Workforce & Capacity Planning: Practical experience managing rosters, tracking planned/unplanned shrinkage, and executing surge capacity strategies to protect operational SLAs. Data-Driven Ownership: Exceptional capability in updating and maintaining performance tracking systems and KPIs. You know how to spot trends in data, maintain reporting integrity, and turn numbers into actionable insights. Compliance & Governance Knowledge: Hands-on experience operating within strict Delegated Authority (DA) limits, QA frameworks, and regional regulatory compliance standards. Tech-Literacy: Proficient with modern claims management systems, with a proactive mindset toward identifying and logging software improvements. You will be: Resilient & Empathetic: You lead with heart but keep an eye on performance. Objective Problem Solver: You look at the facts and data, not the noise. Clear, Direct Communicator: You set transparent expectations and give constructive feedback. Adaptable & Agile: You stay calm and organized when claims volume spikes. 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 remote • Global company, with the opportunity to work from any of our offices for 4 weeks a year • 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. 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 Privacy Policy.