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Senior Manager, Claims Operations-First Notice of Loss (FNOL)

Join Starr, a global leader in commercial insurance with over a century of expertise. We empower our employees to innovate, make impactful decisions, and build lasting client relationships worldwide. At Starr, you'll work in an entrepreneurial culture alongside accessible leaders, leveraging our financial strength and vast industry experience to deliver solutions for our clients, no matter how complex. Grow your career with a rapidly growing company that invests in its people and their ability to drive real progress.

The Senior Manager, Claims Operations - FNOL, is responsible for overseeing the end-to-end First Notice of Loss process, ensuring timely, accurate, and customer-centric claim intake. This leadership role will be the liaison to a FNOL business partner, working to drive process improvements, manage cross functional teams, maintain regulatory compliance, and deliver exceptional service to policyholders initiating claims.

Onsite: In Alpharetta or New York

Key Responsibilities:

Team Leadership & Management:

Lead, coach, and develop FNOL team members to deliver consistent, high-quality service.

Set clear goals/KPIs for the team and monitor performance.

Foster a positive, collaborative, and customer-focused work environment.

Operational Excellence:

Oversee daily operations for FNOL, ensuring claims are logged accurately and efficiently.

Continuously evaluate and improve processes for speed, accuracy, and customer experience.

Implement best practices in workflow management, queue balancing, and resource allocation.

Customer Service:

Champion a customer-first approach to claims intake, ensuring policyholders feel supported and informed.

Resolve escalated issues ensuring policyholder satisfaction.

Compliance & Quality Assurance:

Ensure FNOL processes adhere to all regulatory and company standards.

Support audits and quality assessments for continuous improvement.

Technology & Process Improvement:

Partner with IT/Business Analysts to optimize technology platforms (e.g., claims management systems, automation tools).

Identify and lead process automation projects to improve efficiency.

Cross-functional Collaboration:

Act as a key liaison between FNOL, Claims, Underwriting, Customer Service, and other internal teams.

Work with Training, HR, and other departments to ensure seamless onboarding and ongoing development for FNOL staff.

Qualifications:

Bachelor’s degree or equivalent experience in insurance, business, or a related field.

10+ years of experience in insurance or claims operations, with 5+ years in a leadership/supervisory role.

Strong understanding of claims processes, especially First Notice of Loss.

Excellent verbal and written communication skills.

Demonstrated ability to lead teams and drive positive results.

Proficiency with claims management systems and related technology.

Commitment to delivering excellent customer service.

Desired Skills:

Analytical and problem-solving abilities.

Change management experience.

Attention to detail and accuracy.

Ability to work in a fast-paced, evolving environment.

For individuals assigned and/or hired to work in New York, Starr is required by law to include a reasonable estimate of the compensation range for this role. The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets: experience and training: licensure and certifications: and other business and organizational needs. A reasonable estimate of the current range is $140,000-$160,000.

Starr is an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and we're committed to creating an inclusive environment for all employees. We offer first class training and development opportunities to all employees. Our aim is to grow our own talent and bring out the best in people.

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