International Guest Claims Senior Manager

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

About Us

Royal Caribbean Group is the world’s largest cruise line, having a record-breaking year and launching not one but TWO brand new ships in 2024, including a brand-new class of ship in Icon of the Seas! It couldn’t be a more exciting time to join a global business that is blazing a trail in the travel industry right now.

With our 3 brands Royal Caribbean International, Celebrity Cruises & Silversea we have ships in South America, Europe, Asia, Australia, and several North American markets beyond our headquarters in Miami, FL. We cover the globe. No matter where our guests want to go, Royal Caribbean Group has a ship that can deliver a world-class vacation.

At Royal Caribbean Group we never rest on our laurels; we constantly strive to improve our work and be at the forefront of the industry. The work that we do is exciting, challenging, and innovative. You get to work both independently and as part of a collaborative and dynamic international team. We are passionate, we are innovative, and we are unstoppable.

POSITION SUMMARY

The Senior Manager of International Guest claims is responsible for the day-to-day supervision of the International Guest Claims Department.  This includes managing 4 direct reports, distributing claims, supervising the quality of their work and ensuring that all work is accurate and compliant with relevant legislation.  A key part of the role is to develop, train, coach & mentor direct reports with the view of progressing their careers at RCL Cruises Ltd.  The role includes supporting the Director of International Litigation & Legal Operations with all civil litigation, regardless of jurisdiction; and managing their own case load of litigated and non-litigated claims; including, not limited to claims that relate to breach of contract, personal injury, illness and medical negligence.  In addition, the role will involve communication with Risk Management, Legal Departments (specifically, UK, Miami & Shanghai), P&I Clubs, third party insurance companies, the Association of British Travel Agents (ABTA), CLIA, external solicitors, other governing bodies and any other relevant organisations.  A further part of the role is to be a key contact point for the Incident Management team, Go Team & Care Team in the event of significant incidents (e.g. medical disembarkations, itinerary changes); it is expected that prompt advice and support will be provided both during and outside working hours, including on weekends.  A further responsibility is to work closely with the fleet and injury prevention team with regards to guest claims and to recognise trends and make recommendations for change when the need arises.  The role is of an experienced management level and requires specific experience within the travel industry.  Broad skills and a very keen interest in developing their own knowledge and expertise is essential; whilst also recognising the importance of developing others.

ESSENTIAL DUTIES & RESPONSIBILITIES

Strategy:

• Supervise, develop, train, coach & mentor the International Guest Claims Department with regards to guest claims handling procedures and processes in accordance with International law.
• Manage a case load of litigated and non-litigated claims; including not limited to claims that relate to breach of contract, personal injury, illness and medical negligence
• First point of escalation for claims where the individual does not have legal representation or where the claim is unique or otherwise deserves attention.
• Draft pleadings, defences, applications and any other documents associated with small, fast and multi-track litigation and generally be able to manage litigation throughout including representing RCL Cruises Ltd at court.
• Assist the entire fleet with claims (personal injury, illness or otherwise) made on board from any International guest and provide legal advice regardless of jurisdiction and guidance with regards to claims handling processes and resolution.  Where resolution is not possible to assist and action-plan a claims management process for when the guest has returned home.
• Manage accounts with external law firms and other third party representatives; including fee negotiation and agreement.
• Assist external law firms and other third party representatives with outsourced claims; such assistance will include, not limited to; gathering evidence, witnessing documentation, proof reading and signing court documents (that could adversely impact the direction of the claim) and disclosure & discovery (or equivalent).
• Collaborate with the Global Security Department with regards to “sensitive claims” and liaise with local law enforcement, government bodies or similar with regards to such claims and if required, provide evidence (verbally or written); and represent RCL Cruises Ltd at court or tribunal.
• Respond to or support with subpoenas or One Trust requests as required and continue to monitor those which their direct reports may be working on to ensure they are completed by the deadline.
• Maintain an excellent relationship with P&I Clubs including, not limited to; placing the P&I Club on notice of claims in accordance with the P&I Club rules and ensure that the P&I Club is kept updated and that authorisation is sought with regards to settlement when a claim exceeds or is likely to exceed deductible.
• Represent RCL Cruises Ltd at the ABTA Legal & Consumer Affairs Committee, trade and travel law events and any other events required by the business.

Planning:

• Review newly litigated claims and claims and assign work to the International Guest Claims Department according to expertise and experience (and providing shadowing & training opportunities to less experienced team members)
• Monitor and ensure GDPR compliance.
• Prepare, plan, execute and present reports and data relating to claims and claims management generally to senior executives (it is to be expected that such reports and data will be read and considered by the CEO & Chairman).
• Assist the Director of Intl Litigation and Director of Finance with the Annual Operating Plan and be able to assist with financial reporting and any other relevant reporting in the event that the Director of Intl Litigation is out of the office or otherwise engaged.

People:

• Continue to create and manage a highly effective International Guest Claims Department.
• Create, organise and manage training opportunities.
• Arrange monthly 1-2-1s, quarterly reviews, goal setting and conduct the end-of-year appraisal process and in conjunction with the Director of Intl Litigation and agree any appropriate merit increase.
• Seek continuous improvement and maintain a positive working environment.

FINANCIAL/QUANTITIVE RESPONSIBILITIES

• This role does not currently have an approval limit but it is expected that the successful candidate will review settlements in the first instance with the Adjusters to agree parameters for approval sought from Director of department.
• Notify P&I Clubs of all claims in accordance with the P&I Club rules and assist with any reimbursement requests.

QUALIFICATIONS

• Legal Executive qualification or equivalent knowledge preferable
• Good general standard of education 

What we Offer. At Royal Caribbean Group, we are client-centric but put people first. We have a culture where everyone is trusted and valued in equal measure, whatever your role in the company. We are propelled by people. Our employees and crew are the driving force behind our success. Our aim is to recruit, develop and retain world class people, who come to Royal Caribbean to do the best work of their careers.

We are committed to employee development, and you will have the opportunity to learn from some of the most experienced people in the business. We regularly reward and promote success, encouraging staff to take on new challenges and responsibilities to aid progression.

Our remuneration package includes our competitive pension, private healthcare, life assurance cover to name a few. In addition, every permanent member of staff that works at Royal Caribbean is eligible for our cruise request program and friends & family cruise discounts.

With good transport links to our modern offices in Surrey, we have plenty of free parking, a free shuttle bus from the train station, on-site restaurant, and on-site gym. We take a flexible approach to work. We currently work a combination of days in the office and work from home.

Come join the team - Journey with us, succeed with us, grow with us.

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions.

Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon.

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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