Manager, Loss Prevention & Quality Control, Contracts & Policies
Royal Caribbean Group
This role will oversee a complex portfolio of Risk Management initiatives and will frequently involve collaboration across company departments and groups within Risk Management. It will function as an in-house process driver, where projects assigned are typically high priority, high profile, and thus require continuous communication and interaction with the stakeholders. This position is responsible for identifying, tracking, and following through on strategic ship and land projects for Royal Caribbean Group concerning legal, procedural, and systematic matters that relate to Risk Management objectives. Influence organizational changes that will result in a reduction in the frequency and/or value of guest and crew claims. Work with all brands under Royal Caribbean Group and across all relevant departments. Understand shipboard operations to effectively communicate with crew and shoreside staff regarding project implementation. Develop and oversee processes to track project scope and follow through. Develop systematic approach to track and manage corrective actions for safety matters sourced from ship and shoreside personnel. Support Loss Prevention integration into Newbuild, Refurbishment, and Marine operations, including communication of safety standards, feedback as to dry dock projects. Interface with Risk Management’s Claims and Litigation team for feedback on and implementation of Loss Prevention initiatives.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Manage and own multiple broad and complex projects primarily identified by Risk Management leadership. The projects will be designed to drive procedural or organizational changes with the goal of reducing the costs of guest and crew claims. The projects will vary in nature and scope. They frequently address legal terms affecting the company’s relationship with guests, crew, and third parties and may address enhancements to guest or crew safety onboard vessels across the brands. It will be vital for this role to build and maintain Risk Management’s relationships with other departments across all company brands to better assess or communicate risk and accomplish objectives.
- Identify gaps in or areas of improvement for existing practices and policies and introduce strategic solutions to address or minimize potential claims exposure.
- Collaborate with the Legal Department on changes to guest ticket contracts, concessionaire agreements, vendor agreements, purchase terms and conditions, and any other legal documentation matters that affect the ability to defend against guest injury and illness claims.
- Collaborate with the Legal Department/Human Resources on changes to crew employment agreements, collective bargaining agreements, concessionaire agreements, and any other legal documentation matters that affect the ability to defend against crew injury and illness claims.
- Liaise with Risk Management’s Claims and Litigation team to identify liability concerns arising from analysis and investigation of pending claims and lawsuits related to potential procedural or organizational oversight. Identify owner(s) of process or systems and work with them to implement short- and/or long-term solutions as necessary.
- Conduct and communicate analysis of statistical data for injury-related incidents or claims for high-level briefings to senior management as required for providing detailed support for ongoing projects or to assist in formulation of new value-adding initiatives. Manage, present, and implement action plans related to this information.
- Ability to establish and maintain effective working relationships with other departments to obtain information that is required to push forward Risk Management initiatives. Specifically, cultivate a working relationship with Marine, Refurbishment, and Newbuild teams to communicate Risk Management objectives with respect to dry dock or newbuild projects. Routinely use statistical data to support proposed changes or modifications to planned work.
- Support internal Loss Prevention efforts to implement, track, and assess value of fleetwide shipboard safety initiatives, trainings, and enhancements to policies/procedures.
- Support shore excursions review process and provide guidance to brands’ shore excursion departments and Risk Management compliance in relation to Loss Prevention objectives.
- Collaborate across departmental groups to determine root cause analysis to plan, implement, and follow-up on projects to effect corrective actions.
- Perform other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform other job-related duties assigned by their supervisor or management.
- Manage consultant and employee expenses in compliance with company expense policies.
- Work with internal departments to reduce injury related claims through improved shipboard crew training, procedures, and prevention tactics.
QUALIFICATIONS, KNOWLEDGE AND SKILLS:
- Bachelor’s degree (B.A. or B.S.) preferred
- Minimum of 7-10 years of maritime or cruise industry experience in risk management, compliance, or analyst roles with primary responsibilities in the analysis, evaluation, and/or investigation of incidents and claims from micro and macro perspectives. Detailed knowledge of and familiarity with use of incident and claims management software, including, but not limited to, analysis and reporting functions. Proficiency with personal computers within a Windows environment including e-mail, Microsoft Word, Access and Excel, and related printers and equipment.
- Proficiency with Salesforce platform, preferred
- Proficiency with ServiceNow, preferred
- Ability to manage multiple projects and tasks effectively.
- Ability to prioritize tasks and responsibilities logically and plan work efficiently and meet deadlines.
- Ability to adapt to new challenges in a dynamic and fast paced environment while handling multiple projects.
- Keen attention to details.
- Ability to work well within a team-oriented environment or individually.
- Experience overseeing, managing and strategizing system and software development and enhancements from inception to completion to more efficiently address business needs
- Requires excellent interpersonal skills to communicate with all levels of management and employees.
- Requires excellent writing and presentation skills.
- Ability to work in a shipboard environment as necessary.
- While performing job functions the employee is regularly required to sit, and stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information.
- The employee may move about the office complex, may travel to other office locations, and may lift, push, pull or move 20-25 pounds.
The environment includes work inside the office and occasional travel to other offices and vessels. A high noise level is possible if visiting shipboard or offsite locations.