Senior Director Marriott Claims Services - Western Region

 JOB SUMMARY

The Senior Director has overall management responsibility – both administrative and technical – for Marriott’s self insured/administered regional operation. The Senior Director assures compliance with Marriott policies and procedures; protects our self-insured privilege via compliance and monitoring of self –insured/administered regulations and/or responsibilities.  The Senior Director acts as a liaison between claims department and operations to ensure high quality service through general education/training and Service Call Program. The Senior Director follows and upholds the applicable claims sections of MIP-41, Risk Management.

SCOPE/BUSINESS CONTEXT/EXPECTED CONTRIBUTIONS

Scope

• Lead one of three regional claims offices in North America.
• In the absence of an Operations Manager, directly manages all the Claims Unit Managers and their technical staff as well as general office support staff.

Expected Contributions

• Human Resources Management
  • Perform personnel administration and staffing tasks, including recruiting, assessing, hiring, terminating, orienting and coaching and counselling.
  • Ensure that salary administration is equitable and in accordance with Marriott’s Career Leadership System’s Guidelines.
  • Directly manage Senior Staff (Sr. Manager, Claims Operations, or Claims Unit Managers).
  • Provide training and development of both management and administrative support.
• Budget and Office
  • Analyze and monitor budget and administrative accounting.
  • Direct office administration to include arrangements with landlord, vendors and/or suppliers.
  • Ensure that computer and peripheral equipment is operational and secure.
  • Ensure expense account and supply purchases are accurate and in full policy compliance. 
• Claims Administration
  • Monitor regional performance and assure compliance with Marriott policies, procedures, and requirements for all casualty lines.
  • Maintain settlement authority to $350,000 for worker’s compensation and $150,000 for general liability in accordance with policy and check signing authority.
  • Monitor check/daily transaction register.
  • Keep a suit log and provide suit committee direction on high exposure claims.
  • Review all “Reportable” cases (in the absence of a Sr. Manager, Claims Operations)
  • Perform aged and layered case reviews as warranted by individual office protocol.
  • Monitor on-time payments, caseloads, management production reports/statistics, litigation rate analysis and reportable file updates.
  • Review and approve all liability pre-trial reports.
  • Monitor and approve benefit, claims and expense payments to assure reasonableness, accuracy and timeliness.
  • Oversee unit Service Call Program.
  • Manage routine and ad hoc Operations status reports.
  • Monitor and assess adequacy of reserves.
  • Ensure claims are directly managed in a timely and effective manner, using a disposition-oriented approach.

Other

• Assist and support the Director of Occupational Health Services (OHS) and regional OHS staff in establishing high quality medical panels and cost containment programs.
• Represent the company professionally to external industry organizations.
• Review staff performance.
• Conduct regular meetings to facilitate education and communication.
• Comply with Marriott Casualty Claims Policy and Procedure Manual requirements.
• Comply with Marriott’s Corporate Policy Manual.
• Effectively utilize the Valley Oaks Claims System (iVOS) to manage all claims electronically.
• Participate in activities that foster teamwork and continuous quality improvement.
• Review and approve all performance reviews and proposed disciplinary actions for all management and administrative associates.

CANDIDATE PROFILE

Experience 

• Varies based on size and complexity of operation.
• Minimum of 10 years claims adjusting experience.
• At least five years previous supervisory/management experience.
• Operations Manager and/or National Examiner experience a plus.

 

Knowledge and Skills 

• Technically proficient with commendable (P) or exceptional (SP) or (K) ratings.
• Demonstrate strong senior leadership, teamwork and management skills.
• Ability to grasp and apply technical knowledge, including litigation case management and adjusting skills.
• Effective reasoning and decision-making skills.
• Possess very sound coaching, counselling and development planning skills.
• Effective influence skil