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

Starr Insurance • Alpharetta, GA

7d • $140,000 - $160,000 • Onsite

About The Position

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

Requirements

• 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.

Nice To Haves

• Analytical and problem-solving abilities.
• Change management experience.
• Attention to detail and accuracy.
• Ability to work in a fast-paced, evolving environment.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level