Claims Operations Manager

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.

Role Purpose

The Claims Operations Manager is responsible for supporting the Head of Claims Operations in the delivery of claims support services across Lloyd's, Company Market and non-bureau business. The role contributes to the effective operation of claims processes, data quality, systems, governance and service delivery, ensuring alignment with regulatory requirements and internal standards.

Working closely with the Head of Claims Operations, the role holder will support the implementation of the Claims Operations strategy, operational improvement initiatives and service excellence objectives, while acting as a key point of coordination across the Claims function.

The Claims Operations Manager will play an important role in driving operational efficiencies, enhancing claims processes, supporting change initiatives and ensuring the delivery of consistent, accurate and timely service to internal and external stakeholders.

Key Responsibilities

• Managing and overseeing the eight-person Claims Support Team, providing clear direction and day-to-day leadership while developing team knowledge, capability and performance to ensure consistent and effective service delivery.
• Supporting the Head of Claims Operations in the delivery and continuous improvement of Claims Operations activities.
• Assisting with the oversight of claims operational processes across Lloyd's, Company Market and non-bureau business.
• Monitoring operational performance and contributing to management information, reporting and service delivery metrics.
• Supporting the maintenance of robust operational controls, governance frameworks and regulatory compliance standards.
• Coordinating and delivering process improvement, transformation and system enhancement initiatives.
• Supporting relationships with third-party providers, delegated claims arrangements and operational service partners.
• Acting as a key liaison between Claims, Operations, Technology, Finance and other business functions to support business objectives.
• Contributing to data quality, workflow management and operational best practice across the Claims function.
• Deputising for the Head of Claims Operations as required and supporting strategic and operational projects.

The above duties and responsibilities are not an exhaustive list, and you may be required to undertake other reasonable duties compatible with your experience and competencies. This description may be varied from time to time to reflect changing business requirements.

Qualifications, skills and experience

• Strong Claims Operations experience within the Lloyd's and London Market.
• Experience leading projects, influencing stakeholders and supporting operational teams within a Claims environment.
• Strong understanding of London Market claims processes, including Lloyd's, Company Market and non-bureau business.
• Experience managing claims systems, workflows and operational change initiatives.
• Knowledge of ECF, SCM and London Market claims processing arrangements.
• Experience overseeing TPAs, delegated claims arrangements and outsourced service providers.
• Experience producing and analysing operational KPIs, SLAs, reporting and management information to support business decision-making.
• Excellent stakeholder management and communication skills.
• Strong analytical and problem-solving capability.
• Proven ability to deliver operational improvements and business transformation initiatives.

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.