Purpose

The Senior Risk Manager assists in controlling the organization’s financial risk by employing various strategies to limit and offset the probability of financial loss or exposures to financial uncertainty. This position will support and manage all claims related to resort guest-related accidents, as well as manage resort property and liability claims. Leverage relationships with business insurance partners. It will need to comply with legal/state/regulatory standards, assist in the completion of auditing cycles, quarterly claims reviews, and periodic analytical reports with insurance company processes. This position will be responsible for identifying financial, safety, and security risks for the company and devising strategies to mitigate them through planning and problem-solving. This position will assist the Human Resource department and Hospitality Operations in researching activities, including risk assessment and evaluation, for all managed resorts.

Principal Duties and Responsibilities

Emergency Preparedness

• Manage Emergency Preparedness Guide and updates
• Develop and implement annual remote training on Emergency Preparedness
• Monitor weather and other events that may pose a threat to the operation and continuity of corporate and managed resort locations
• Organize all pre and post call activities in preparation for known events, status throughout an event, and post event activities to include internal departments and external vendors

Quality Assurance and Risk Management Audit

• Manage Quality Assurance and Risk Management self-audit process and procedures
• Manage Quality Assurance and Risk Management self-audit training, track results, and assist resort Hospitality Operations in improvement planners.

Property and Liability Claims Management

• Guide resort management personnel in the filing of claims, understanding of coverage limits and conditions for a successful claims management process.
• Participate in annual Property and General Liability renewal programs
• Prepare various reports on frequency and type of claims by location, tolerable injuries, and lag time. Analyze claims data as needed for upper management.

Property and Liability Claims Management

• Actively manage the database of all insurance policies and point of contact for each insurer for claims processing
• Establish communications protocol for property and liability claims with insurance carriers
• Establish communications protocol for all resort claims notifications and filings with the site resort management and the insurance carriers.
• Maintain active claims management coordination and communications between the claims adjuster and resort management.
• Attend all claims management updates with insurance carriers.
• Answer phone calls from Resort Leadership, doctors’ offices, adjustors, and state agencies regarding Property and General Liability claims.
• Log, file, and handle claims from start to finish.
• Obtain applicable documentation: Incident Report, Written Statements, Police Report, Lock Interrogations, Key Logs, Pictures, etc.
• Serve as the point of contact for attorneys representing us in lawsuits regarding claims. Participate in depositions and mediations for lawsuits.

Collateral Duties:

• Manage incident reporting process for all corporate and managed locations
• Developing and implementing oversight of insurance payouts, payments, and risk evaluation
• Coordinating with risk information systems and the claim database to access claims and retrieve reports for risk evaluation
• Creating, leading, and organizing a program for risk assessment.
• Handle various mailings, mail mergers, and process changes
• Prepare articles for the share-drive and updates for the company as needed.
• Identify all processes and procedures that do not conform to company guidelines, standards, and expectations, and develop resolution plans.
• Collaborate with all departments and vendors to ensure procedures and compliance are met.
• Monitor KPI’s to maintain high quality and service to our Managed Resorts.
• Implementation of a strategic quality and safety roadmap for future business and client engagement.
• Manage internal Risk Management, Quality Assurance, and administrative systems.

Crisis Communications Plan and Business Continuity

• Establish Crisis Communications Committee comprised of all business unit leaders.
• Review and finalize Crisis Communications Plan.
• Develop Crisis Communications Protocols.
• Develop communications for the distribution of the Crisis Communications Plan and active management and updates to the Plan.
• Actively monitor all crisis activities across all corporate and resort locations.
• Develop pre, during, and post-crisis communications.
• Maintain an active list and relationship of emergency response vendors.
• In coordination with the business units’ leaders, activate emergency response.

General Statement - Performs the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.

The Senior Risk Manager is not limited to the above-mentioned job description and may be requested to do additional tasks as directed by Capital Vacations’ Management.

Job Requirements

Education, Essential Training / Certifications, and Experience:

• High school diploma required, associate or bachelor’s degree in business administration, hospitality, or a related field preferred.
• At least 3-5 years of experience in Claims Management, and operations techniques and practices, preferably within the hospitality or timeshare industry.

Skills, Knowledge, and Abilities:

• Strong Analytical Skills
• Exceptional organizational and time-management abilities.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and other office software.
• Ability to maintain confidentiality and handle sensitive information.
• Excellent attention to detail with a high level of accuracy.
• Strong multitasking and problem-solving skills.
• Budget and financial skills
• 25% travel required