Manager, Crew Claims-Disney Cruise Line

“We make magic.” That’s our motto at Walt Disney Parks and Resorts, and it guides everything we do. At Disney, you’ll help bring that magic to life by supporting teams that push the boundaries of entertainment and create unforgettable guest experiences.

The Manager, Claims (Disney Cruise Line) will provide strategic leadership to a team of Claims Representatives responsible for handling 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.

This is a full-time, salaried exempt position based in Celebration, FL and reports directly to the Sr. Manager, Marine Claims. There will be no relocation assistance available for this role.

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.

You Will: 

• 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

You Will Have:

• Florida 520 or 620 All-Lines Adjusters’ License with the State of Florida in good standing

• 5+ 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

Additional Information

Benefits and Perks: Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities, and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits.

About The Walt Disney Company

Walt Disney Parks and Resorts U.S., Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other basis prohibited by federal, state or local law. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.