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
As the Complaints Manager, APAC on our Customer Team, you will own the end-to-end complaints framework across the Asia-Pacific region. You will be the regional lead for complaint resolution, regulatory compliance, and dispute management — ensuring every customer receives a technically accurate, timely, and fair outcome while protecting Cover Genius's standing across all APAC markets.
Australia is the regulatory anchor of this role. You will be the primary point of contact with the Australian Financial Complaints Authority (AFCA), managing Cover Genius's obligations as an AFCA member and leading responses to complaints, information requests, and systemic issue inquiries. Beyond Australia, you will ensure complaints handling across APAC markets is consistent, compliant, and aligned with local regulatory requirements.
You will collaborate closely with Legal, Insurance, Claims, and Underwriters to de-risk operations, and use complaint data as a diagnostic tool to identify trends, drive systemic improvements, and support the growth of Cover Genius's APAC partnerships — including arrangements with major financial institutions.
Key Responsibilities
Own the APAC Complaints Framework: Run the day-to-day complaints operation across the APAC region. You are responsible for ensuring all complaints are handled consistently, every regulatory deadline is met, and Cover Genius's obligations under applicable frameworks — including the General Insurance Code of Practice — are fulfilled across all markets.
Australia Regulatory Leadership: Serve as Cover Genius's primary point of contact with AFCA. Manage all AFCA correspondence, attend meetings and conciliations on behalf of Cover Genius, and ensure information requests and systemic issue inquiries are responded to accurately and on time. Maintain a constructive, professional relationship with AFCA caseworkers and senior staff.
IDR and EDR Management: Manage complaints through the full lifecycle — from Internal Dispute Resolution (IDR) through to External Dispute Resolution (EDR). Ensure cases are assessed fairly, documented thoroughly, and escalated appropriately across all APAC jurisdictions.
Multi-Market Regulatory Compliance: Stay across the regulatory landscape in key APAC markets. Ensure complaint handling practices meet local requirements and that Cover Genius is prepared for regulatory change. Flag emerging risks early and work with Legal and Insurance to close compliance gaps proactively.
Analysis and Drafting: Critically analyse policy terms, claim documentation, and customer correspondence to ensure complaint determinations are sound and defensible. Draft clear, professional responses to customers, AFCA, and other regulatory authorities.
Systemic Issue Identification and Remediation: Use complaint data to identify patterns pointing to systemic failures. Lead remediation by coordinating with Product, Operations, and Claims to address root causes. Own Cover Genius's response to any systemic issue inquiries from AFCA or other regulators.
Insights and Reporting: Provide data-backed updates to leadership on regional complaint volumes, regulatory risk, and team performance. Partner with QA and Training to turn complaint insights into actionable improvements across the business.
Team and Stakeholder Collaboration: Work closely with the global complaints leadership team (including the Senior Complaints Manager, UK) and cross-functional stakeholders. As the APAC team grows, lead and develop complaints specialists in the region.
AI-Augmented Operations: Leverage AI-driven tooling to increase team capacity, automate routine drafting and triage, and ensure your team focuses human judgment where it matters most.
Skills & Experience
What you will bring:
5+ Years of Experience: Significant experience in complaints management or dispute resolution within Australian insurance or financial services, with exposure to multi-market or regional operations preferred.
AFCA and Australian Regulatory Knowledge: Hands-on experience managing cases through AFCA's IDR and EDR processes, including responding to information requests, attending conciliations, and managing systemic issue inquiries. Strong understanding of the General Insurance Code of Practice, ASIC requirements, and AFSL obligations. RG146 qualification (Tier 1 or Tier 2) preferred.
APAC Market Awareness: Familiarity with the broader APAC regulatory environment and the ability to identify and navigate jurisdictional differences in complaint handling requirements.
Complaints Drafting: Demonstrated ability to write clear, technically accurate, and well-reasoned complaint responses and regulatory communications.
Data-Driven: Comfortable using complaint data and metrics to monitor performance, identify trends, and drive systemic improvements.
Operational Excellence: Disciplined and organised, with a track record of managing high complaint volumes, meeting deadlines, and maintaining rigorous records in a regulated environment.
Collaborative Mindset: Enjoys working across Legal, Claims, Product, and Operations in a fast-paced, globally distributed team.
AI-Fluency: Tech-native and comfortable using AI-driven tools to support drafting, triage, and analysis.
What you will have:
Strong written and verbal communication skills.
High attention to detail and commitment to accuracy.
Sound judgment under pressure, particularly in regulatory or legally sensitive situations.
Customer focus and empathy.
Proactive and organised, with strong time management skills.
Comfortable working autonomously in a remote, globally distributed team.
Professional and confident when representing Cover Genius externally.
Driven, energetic, positive approach.
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. We work from home on Wednesdays and Thursday and attend the office on Monday, Tuesday and Friday with flexibility around start/finish times.
- 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.
