Senior Manager, Claims – Europe & Middle East Africa (EMEA)
Date posted: 
Wednesday, 23 September, 2020
Job type: 
Loss Prevention & Security
Closing date: 
Wednesday, 21 October, 2020
Europe Office - London, Barnard's Inn, 86 Fetter Lane, London
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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?

As a member of the Global Claims Team, the Senior Manager, Claims – EMEA manages critical elements of Marriott’s claim program within the EMEA Continent structure, including oversight of third-party claim handlers, claim reserving practices, claim settlements, and liaison with internal Marriott stakeholders (EMEA Insurance and GS&S Teams, EMEA Finance Leadership and Hotel Leadership), insurance broker and insurer claims staffs.


The Senior Manager, Claims – EMEA directly reports to the Senior Director, Global Claims based in Bethesda, Maryland USA for technical day-to-day responsibilities and strategic claims direction. 


  • Full Time position based at Marriott London Office
  • Language Requirements – High proficiency (speaking, reading and writing) in English
  • Travel Requirements – Limited Travel required


  • Key referral person for the management of day-to-day claims issues to the EMEA continent
  • Serve as claims consultant to hotels, providing advice on guest claims or customer service requests
  • Review EMEA FNOL (first notification of loss) not previously triaged by HQ for severity and possible escalation within AIG
  • Serve as primary EMEA claims operations liaison responsible for direct monitoring and oversight of all EMEA Liability and Employers Liability losses, including evaluation and monitoring/oversight of insurer handling, reserving and disposition of claims.
  • Coordinate First Notice of Loss (FNOL) and Ministry of Justice (MOJ) notices as necessary
  • Support to optimize internal and external (adjusters) claims best practices
  • Referral of UK Intertrust (registered agent) correspondence or other claims notification/documentation or correspondence for EMEA to AIG
  • Coordinate and distribute quarterly claims dashboards to Continent leadership, Insurance, & GS&S peer teams
  • Provide technical direction and/or concurrence on insurer-recommended settlements above dollar threshold TBD
  • Act as liaison between Liability insurer and operations when needed for claims investigations, dispositions, and litigation management
  • Manage losses with insurers requiring General Data Protection Regulation (GDPR) coordination
  • Oversee Uninsured Loss Recovery (ULR) process and identify to hotels or management any necessary opportunities
  • Coordinate claims management strategy with GS&S to reduce losses through loss analysis, training, lessons learned and identification of changes in legislation, regulation, and/or case law
  • Seek assistance and/or direction from HQ Global Claims Team on high risk claims involving negligent security practices, serious vehicle accidents, bodily injury, death, and/or liquor liability
  • Evaluate and perform loss-trend analysis of insurer loss reports to; a) identify newly reported cases, b) ensure case reserves are consistent with company and/or insurer based guidelines and philosophy, c) direct any TPA participation on applicable claims, and d) properly determine when aged case reviews/inquiries may be advisable
  • Coordinate bi-annual EMEA Liability claims review meeting—cases reserved below $50,000 USD
  • Participate in relevant portion of bi-annual AIG large loss ($50,000 USD+) meetings
  • Assist broker claims advocate in performing audits to validate claims data, file documentation, and reserve practices to ensure quality of claim product
  • Partner with Global Safety & Security to identify loss patterns and opportunities to mitigate losses and control loss costs
  • Coordinate Finance team training, including cluster conferences, internal meetings, trainings, or workshops
  • Participate on monthly calls with key partner disciplines, including Legal, Insurance, Risk Finance, & GS&S
  • Participate in UK Governance meetings, as necessary.
  • Participate in update calls with HQ Global Claims Team to discuss outstanding claims issues and trends identified
  • Coordinate claims training webinars, seminars, presentations and workshops with the Insurance Team, GS&S Team and insurance broker to educate operations on key claim issues including: timely reporting, use of MIRA, claim investigation, evidence preservation, amongst others
  • Lead and coordinate other special projects, as assigned
  • Performs other duties as assigned to meet business needs



  • University degree ideally in corporate risk management or a related field
  • Minimum of 6 years of progressive job experience in insurance claims; brokerage or risk management
  • Thorough understanding of the European Union’s General Data Protection Regulation (GDPR)
  • Understanding of U.K and Ireland Employers Liability practices
  • Understanding or experience with Ministry of Justice (MOJ) claims
  • Experience with Environmental Health Officer investigations and requirements
  • Proficient in Microsoft Office (Excel and Word a must) and PowerPoint    
  • Experience and strong proficiency in  data analytical skills with demonstrated ability to identify key loss trends            
  • Strong problem-solving skills with an ability to develop or encourage alterative or new innovative solutions when appropriate
  • Strong interpersonal skills with an ability to influence and communicate effectively with insurance and non-insurance professionals
  • Experience with multinational operations and multi-lingual skills a plus
  • Ability to build consensus amongst various stakeholders with competing priorities
  • Positive attitude and a high level of enthusiasm and energy
  • Ability to work independently and prioritise multiple projects while meeting required goals and deadlines
  • Develops and maintains effective relationships with both internal and external customers / stakeholders
  • Prior CII or IRM coursework encouraged

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.

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