Job Description
The Manager, Claims (Disney Cruise Line) will provide strategic leadership to a team of Claims Representatives responsible for handline claims for Guest and Crew Members. This is a highly collaborative role that requires outstanding customer service with an understanding of the importance of brand management. The role will also have training and development responsibilities for onboarding Claims Adjusters. Candidates must be willing to have periodic on-call responsibilities, which in some cases will necessitate responding to incidents after hours.
Responsibilities
Provide leadership for a team of Crew and Guest Claims Adjusters as part of the Disney Cruise Line Marine Claims Team while partnering closely with other Managers to ensure a consistent approach to claims handling. The ideal candidate is a team player who excels in their individual responsibilities; fosters team growth; provides business user support; and actively collaborates with partners.
Major areas of responsibilities will include:
- Lead, support, and coach Claims Adjusters
- Collaborate with Marine Claims leadership to set, implement and achieve department goals and strategies
- Onboard and train new Claims Representatives
- Foster and maintain positive relationships with key stakeholders including operational partners both shoreside and shipboard, excess carrier, Legal, and Security
- Oversight of investigations, including crew medical sign off claims, liability of bodily injury, property damage, and subrogation claims
- Review of claim files in accordance with department operating guidelines, with focus for timeliness, accuracy, and action-planning that will bring files to successful and cost-effective resolution
- Partner with the Legal Department in review of lawsuits / arbitration
- Chair specific project teams which focus on the execution of key business objectives for the Marine Claims team
- Maintain Operating Guidelines for the team, including coordination with Guest Claims and Crew Claims teams to ensure seamless processes amongst the teams
Basic Qualifications:
- Florida 520 or 620 All-Lines Adjusters’ License with the State of Florida in good standing
- 3+ years of experience leading a team of professionals.
- Demonstrated ability to effectively lead a team, providing training, support, development and coaching
- Ability to manage high level of complexity with degree of independence, balancing the need for collaboration with minimal supervision.
- Capable of working under deadline pressures while handling multiple priorities, with strong organizational skills and attention to detail
- Proficient at reviewing and understanding business challenges with goal of recommending best practices and process improvements
- Appropriately influence business results through negotiation, persuasion and personal presence
- Foster and maintain positive relationships with key stakeholders, partners, vendors, and regulatory agencies
- Demonstrated ability to work in a paperless claims environment
- Ability to handle confidential information
- Effective communicator for difficult concepts and capable of negotiating with others that have different points of view
- Proven ability to manage conflict, and the courage to challenge organizational thinking.
- Ability to interface effectively at all levels in the company
Preferred Qualifications:
- Demonstrated knowledge and familiarity with Business Objects or related reporting software
- Understanding of business specific systems such as SeaWare, Seacare, Fidelio, DCLIMS CARS, etc.
Required Education:
- Bachelor’s Degree in Business, Risk Management, or related field, or equivalent experience
