Director, Guest Claims Management

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply cannot. The Love Boat promises something for everyone.

We are looking for an amazing Director, Guest Claims Management to fill this role, which is based in our Miami office. Oversees the guest claims team of 7 adjusters and the supervisor for IRM to achieve best terms to end a claim and control the costs that multiply with litigation. Daily, sets and approves reserves for settlement and legal costs and fosters collaboration with the ships, Safety, Security and Medical to make corrections to the areas giving rise to claims. Ensures the accurate financial reserves are updated for monthly reporting of significant cases to Finance and develops positive working relationships with internal stakeholders as well as outside counsel, plaintiffs’ counsel, and mediators. Oversees the reserve approving and payment processes to comply with Carnival Corporation and legal standards. Serves as a role model for compliance and fiscal responsibility while displaying compassion for injured guests.

Here is a summary of what Princess is looking for in its Director, Guest Claims Management Is this you?

Responsibilities

• Manages the guest claims of PCL, HAL, SBN and CUN North America - selects counsel, speaks with opposing counsel, directs discovery and provides settlement authority subject to internal policy representing the company at mediations and arbitrations.  Conducts liability analysis by reviewing medical, legal and financial records. 
• Assesses causation, interprets medical records, conducts billing reviews and determines percentage of liability by party and financial impact estimation.                               
• Oversees and sets claim handling procedures for 5 direct report claims adjusters, 1 coordinator direct report, and 1 supervisor for financial systems and litigation support.  Ensures compliance of all claims management policies and procedures, ensuring adherence to all laws and regulations including GDPR and SOX requirements.                    
• Drives strategy, budget and execution for the Claims department. Exercises fiscal responsibility by setting, approving and regularly reviewing case reserves and legal reserves, and updating them as appropriate to ensure accurate financial reporting.  Sets long term legal strategy by determining appropriate response to and handling of claims, setting precedent to drive future responses. This maintains a fiscally responsible approach to settlement awards, minimizing potential exposure and volume of claims.           
• Regularly collaborates with ships' teams, and shore based Medical, Safety, HR, HESS and Security teams to review programs, suggest mitigation plans related to claims history and advise on compliance under the SOLAS treaty.  Consults, persuades and guides leaders at executive levels on the application of the legal process and regarding risk mitigation and case liabilities.  Engages and builds strategic relationships with executive leadership team, legal, finance as well as other departments.
• Regularly meets with direct reports, providing professional training and development by using real cases to teach the strategy behind case management.  Performance coaches team members and fosters good relationships and camaraderie within the team. Manages culture by role modelling Culture Essentials in daily work.                    
• Other special projects such as responding to executive letters.                                                     

Requirements

• Minimum 10 years in increasingly responsible claims management positions.
• Minimum 7 years of direct management of people and policy setting.
• Minimum 5 years of experience in mediations or a law degree.                                                                            
• Bachelor's Degree in relevant fields 
• Excellent communication skills.  Able to persuade, build rapport and maintain good relationships in contentious situations.
• Deep understanding of passage contracts, maritime law as it relates to guest claims   
• Skilled in systems used by the brands, IRM, Siebel, Polar, SeaEvent (Preferred, not required)  
• Must be legally authorized to work in the United States. Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).

This position is considered Hybrid and follows the Company’s schedule of three days in the office per week (Tuesday – Thursday). 

What You Can Expect 

• Cruise and Travel Privileges for You and You