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General Liability Claims Unit Manager

Company: Marriott International
Location: Santa Ana
Posted on: April 24, 2019

Job Description:

Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you? JOB SUMMARY A General Liability Claims Unit Manager is responsible foroverseeing the professional staff's adjustment and disposition of self-insured/administeredauto and general liability claims in the following jurisdictions: California,Hawaii, Nevada, Oregon and Washington. AClaims Unit Manager will supervise and train adjusters, claims assistants andadministrative support personnel to ensure high quality work, develop andinspire staff, actively participate in office initiatives, and provideoutstanding customer service. SCOPE/BUSINESS CONTEXT/EXPECTED CONTRIBUTIONS Scope * Manage a staff of 4-5 personnel with active GeneralLiability claim assignments including management of remote staff. * Oversee an inventory of approx. 500 ? 625 activeclaims with varying complexity giving regular and ongoing direction fordisposition. * Monitor acceptable caseloads based on thejurisdiction(s), mix and complexity of General Liability cases. * Establish and maintain a cohesive andhigh-performing team that maximizes employee engagement. Business Context * Lead a team of claim professionals to provide amemorable customer experience while delivering exceptional claim outcomesthrough disposition-oriented strategies. * Model and empower others to anticipate andrespond to customer/stakeholder preferences and feedback. * Coach others on the drivers of performance andtheir impact on key business and team metrics. * Identify innovative ways to improveproductivity, stakeholder satisfaction, and profitability. * Model and coach others on representing theCompany culture of service, opportunity, respect, and fair treatment. * Demonstrates and shares expertise in policies,procedures, and legal requirements. * Create a team environment that encouragesengagement, accountability, high morale, high standards, and innovation. Expected Contributions * Maintain primary responsibility for settlementdecisions up to individual authority. * Assign, control and monitor staff investigations/dispositionsto assure compliance with state laws/regulations and department policies andprocedures. * Monitor and approve benefit, claims and expensepayments to assure reasonableness, accuracy and timeliness. * Review unit transactions to assure properprocedure and prompt error corrections. * Oversee and manage unit Service Call Program. * Monitor and assess adequacy of reserves. * Ensure that claims are investigated promptly andthat adjusters are taking statements as necessary to determine liability. * Ensure that adjusters evaluate damages asprescribed by law and/or Marriott policies and procedures. * Ensure that adjusters secure necessarydocumentation to facilitate timely loss adjustment and maintain primaryresponsibility for settlement decisions up to individual authority. * Ensure that litigation cases are managed includingcontrolling/directing outside attorneys, assisting in discovery/trialpreparation and strategy. * Ensure that adjusters evaluate claims forpotential third party or subrogation recovery. * Increased settlement authority beyond that of aSenior Adjuster. Other * Create learning and development opportunitiesfor employees. * Create and effectively executes developmentplans for both direct reports based on their individual strengths, developmentneeds, and career aspirations. * Serve as a passionate brand advocate and ensuresthat the intent of the brand is pulled through in the guest experience. * Ensure all employees are treated fairly, andwith respect. * Build rapport with employees by fostering an environmentof open communication and spending time with employees * Celebrate the success of employees in a publicway. * Demonstrate commitment and support to themanagement team and department goals. * Review staff performance using the CareerLeadership System. * Conduct regular unit meetings to facilitateeffective communication, idea generation and problem solving. * Comply with Marriott Casualty Claims Policy andProcedure Manual requirements. * Comply with Marriott's Corporate Policy Manual. * Assist Regional Director/Operations Manager withpersonnel administration including interviewing, orientation and counseling. * Effectively utilize the iVOS System to manageall claims electronically. * Ensure timely entry of notes into iVOS. * Participate in activities that foster teamworkand continuous quality improvement through regular quality reviews. * Advise Regional Director/Operations Manager ofstaff absences, schedules, appointments. * Communicate with Regional Director/OperationsManager about upcoming trials and their resolution. * Discuss any significant issues with RegionalDirector/Operations Manager. * Advise Regional Director/Operations Manager ofpersonnel issues/concerns. * Provide Regional Director/Operations Managerwith a monthly statistical report. * Share all letters written to Mr. Marriott with RegionalDirector/Operations Manager and provide a copy of the letter withrecommendations and follow up suggestions. * Manage staffing and LOA's to assure quality workand continued work flow. CANDIDATE PROFILE Experience * Minimumof 5 years' claims adjusting experience. Knowledge and Skills * EmotionalIntelligence * Maintainconfidentiality. * Ability to manage multiple priorities andprojects simultaneously. * Ability toacquire and maintain relationships with associates, customers (internal &external), vendors. * Possess goodtechnical knowledge of civil laws and state workers' compensation statutes. * Demonstrate abilityto meet quality and production standards. * Demonstrateleadership, teamwork and management skills. * Provide technicalknowledge and direction, including litigation case management training andsupport. * Effective reasoning and decision-making skills. * Effective influence skills. * Strong negotiation skills. * Strong organization skills. * Ability to prioritize work. * Ability to meet deadlines and follow up in atimely manner. * Goodcommunication skills (verbal, listening, writing), including the ability todeliver difficult messages to customers, claimants and/or peers. * Goodinvestigation skills. * Advanced knowledge of claims process. * Strong computer skills to include Word, Excel,PowerPoint and Skype. * Ability to work well in a team, providingassistance to fellow associates and representing the mission of the unit,department or region. * Possess a willingness to accept and respond toconstructive criticism. * Present oneself with a positive, professionaldemeanor. * Communicate often with supervisor keepinghim/her informed. * Show dependability. Educationor Certification * Bachelor's Degree or higher required. * Professional adjusters license in one or all ofthe following States: California, Hawaii, Nevada, Oregon and Washingtonpreferred. * Associate in Risk Management or Associate inClaims preferred. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.SDL2017

Keywords: Marriott International, Altadena , General Liability Claims Unit Manager, Executive , Santa Ana, California

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