Senior Manager, Claims Operations

About the Company

Cover Genius is the global infrastructure for embedded protection. Active in over 60 countries and all 50 US States, we protect the customers of the world’s largest digital companies, including Klarna, Revolut, Stripe, Priceline, Agoda, Booking.com, Turkish Airlines, Tongcheng Travel, eBay, and Uber, with seamless, end-to-end experiences. Cover Genius has protected more than 73M customers globally across 240M policies with USD $3.2BN in gross written sales. Coming off a stellar year with 40% YoY revenue growth and a recent $100M capital raise, putting our valuation at $1.9BN, we are accelerating into our next phase of growth.

Our people are: Accountable, customer-obsessed, collaborative, driven.

Our people are not: Passive, defensive, siloed, hesitant.

About the Role

We are seeking a high-velocity regional operator, technical expert, and digital innovator to join us as Senior Claims Manager, EMEA. Your mission is to establish the operational foundation for hyper-growth in a heavily regulated environment while steering our AI and digital automation strategy.

This is not a traditional claims management role. You are a proven leader of leaders across the UK, EU, and broader EMEA markets and verticals. You will embed deeply into daily claims operations, drive strict SLA compliance, streamline partner onboarding, and maintain a rigorous, analytical grip on performance metrics and loss ratios.

Key Responsibilities

• Claims Leadership & Hybrid Strategy: Hire, develop, and oversee a high-performing claims organization of managers and claims assessors in a hybrid working environment. Ensure day to day assignments, manage escalations, conduct 1:1s, ensure sufficient coverage of staff and anticipate issues ahead of time in a fast paced environment.
• Continuous Improvement Champion: Be the operational heartbeat of the claims organization, identifying opportunities proactively to improve customer and financial outcomes, owning and project managing to resolution.
• Technical Authority: Use your years of handling and management of claims to ensure claims are paid and decisions are made within authority limits, lead audits, build relationships with insurers and develop to all levels of staff from assessors to managers to build more technical expertise across the organization.
• Digital Claims Transformation: Partner with Product, Service Design, and Technology teams to drive AI and automation driven adjudication and end-to-end automation within our claims platform. You will architect the regional "Human-in-the-Loop" strategy, ensuring AI handles high-volume processing while human expertise is applied to complex, high-empathy moments.
• Insurance Portfolio & Loss Ratio Management: Act as the primary operational claim lead for the EMEA insurance portfolio performance. Monitor regional book performance and implement data-driven strategies including technical severity controls, indemnity accuracy, and fraud score anomaly detection to ensure claims outcomes consistently align with target Loss Ratios.
• Underwriter Referral Oversight: Oversee automated and manual underwriter referral workflows, ensuring strict operational adherence to delegated authority limits across all regional lines.
• Launch Readiness & Partner Onboarding: Act as the operational sign-off lead for new EMEA merchant partner implementations and ensure claims playbooks are prepared and assessors are trained and ready to handle the first claim from launch. Ensure claims fulfillment workflows are fully prepared, compliant, and audit-ready before launch.
• Change Agent: Act as the primary driver for regional operational evolution by partnering with QA, Training, and Insurance teams to institutionalize findings. You own the execution of systemic changes required to permanently shorten feedback loops and reduce cycle times.
• EMEA Governance & Compliance: Maintain standardized, compliant frameworks across all regional regulatory jurisdictions (FCA in the UK, EIOPA/IDD frameworks across the EU, and local cross-border laws). Ensure all operational workflows and claim settlements remain strictly compliant and audit-ready.

Skills & Experience

• 8+ Years of Claims Leadership: Proven experience leading claims and managing managers in a high-growth Insurtech or Insurance environment.
• Line Of Business Expertise (LOB): Over 10 years Experience handling Travel, A&H, Marine or Motor claims. Multi LOB experience is a plus.
• Operational Expertise: Very comfortable with Project Management, Quality Assurance, Risk Identification & Issue resolution, Training and Onboarding.
• Multi-Jurisdictional Expertise: Deep familiarity with cross-border European and UK insurance regulatory environments (FCA, EU IDD/EIOPA), multi-currency settlements, and multi-language operational requirements.
• Scale & Automation Track Record: Demonstrated experience driving workflow automation, straight-through processing (STP), or re-engineering complex operational processes to improve speed and efficiency without growing headcount.
• TPA & Vendor Governance: Experience managing BPO/TPA partner relationships to strict SLAs, QA metrics, and unit cost targets.
• Performance-Driven Track Record: Demonstrated success in meeting and exceeding KPIs related to Unit Economics, NPS, and Loss Ratios.

What you will have:

• Data Driven Mindset: Highly data-literate with the ability to use metrics as a diagnostic tool. Hands-on experience working with automated workflow builders or process engines to translate operational friction into clear engineering specs.
• Systemic Pattern Recognition: A fundamental drive to eliminate one-off manual fixes—when an operational bottleneck occurs, your instinct is to re-architect the workflow so the platform handles it automatically.
• Executive Presence: Superior communication skills with the ability to influence C-suite stakeholders, underwriters, and external insurance partners.
• Strategic Lateral Thinking: The ability to explore creative, non-traditional solutions to operational hurdles rather than relying on traditional insurance methods.
• Collaborative Mindset: A "not afraid to get your hands dirty" attitude, thriving in a fast-paced, collegial team environment.
• Ownership: Takes ownership of unresolved problems, unclear owners, poor request quality, broken reporting, instead of waiting for someone else to claim them.

Why Cover Genius?

At Cover Genius, we create magic by turning the archaic into the extraordinary. We take one of the world’s oldest and most complex industries and reinvent it with world-class technology. Cover Genius doesn’t just disrupt legacy insurance; we make the impossible feel effortless. Our operating principles guide our mission:

• Make today matter: We deliver with urgency and excellence. We act decisively, move with intention, and hold a high bar.
• Act with accountability: We own our commitments and take pride in delivering results that move us forward.
• Grow together: We are a collective of curious minds. We learn from wins and setbacks, share knowledge generously, and elevate each other every day.
• Inspire Each Other: We push each other to think bigger and pull together to go further.
• Champion Our Customers: We lead with empathy and center the customer, turning complex disruptions into seamless moments of trust.

Flexible Work Environment - Our teams are hybrid. We work from home on a Wednesday and Thursday and attend the office on Monday, Tuesday and Friday with flexibility around start/finish times.

Ready to make an impact? If you’re looking for a place where you’ll be challenged, trusted, and empowered, we’d love to meet you.

The Legal & Privacy Stuff

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.