Senior Complex Claims Manager

Benefits

Additional Information

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join: Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit, and our fast-moving team is committed to leading as a 21st century company. The AirCover team is charged with ideating, building, launching, and managing the AirCover business inside of Airbnb. We have a huge responsibility to our community of Hosts and guests to be there when things don't go exactly as planned with their reservations. We have a lot of work to do in the coming years and we are looking for someone who will help us manage all of the things that need to be done to deliver best-in-class services to our community. The Difference You Will Make: As a Senior Complex Claims Manager in Complex Claims, you will play a vital role in safeguarding the integrity of our Aircover platform by effectively identifying, investigating, and managing the risk and mitigation strategies in resolution of Complex and Large Loss claims. In partnership with key stakeholders in the organization, you'll support our Complex Claims Leader and contribute to Airbnb's multiple year strategy (vision, risk appetite, operating model, goals, KPIs), manage partners to influence prioritization, drive accountability, deliver improvements, and scale changes on claims which impact Airbnb. You'll work with internal and external partners to influence prioritization, drive accountability, and deliver improvements. You will work closely with cross-functional teams to manage emerging risks / threats while enabling business growth in various markets. Philosophy will be to identify intelligence / risk gaps and work with other internal risk management teams (such as Trust team, and Safety team), third party adjusters, our partners, Platform Product Management, Global Crisis Management, Community support, Policy, Privacy Legal teams to strengthen Airbnb's platform. You will be reporting at Monthly, Quarterly and Annual Business Reviews for your area. You will serve as a thought leader with stakeholders such as Trust, Legal, Privacy, Safety, Product Management, Policy, and understand how the policy/product roadmap impacts risk mitigation of emerging threats. A Typical Day: Assess how the new policies /products impact the risk and exposure mitigation for high severity claims, and how our operating model should evolve Builds partnerships and leads Large Loss Claim reviews with our insurers on a monthly / quarterly basis depending upon the insurer/market. Ensure we are managing insurers claim handling and potential coverage/relationship issues as well as material reserve changes that could impact Airbnb and the Captive. Craft a Resolution Plan for Complex and Large Loss Claims driving the Carrier and/or TPA to resolve the claim while meeting the needs of internal stakeholders. Partner with Legal, GCM, Trust and our Brokers, Insurers, Outside Counsel, and TPA's on complex claims resolution which may also involve coverage issues and settlement authority. Accountable for performance and results Insurance Carrier and Partners worldwide over Complex Claims which may impact policy limits or trigger need of notice to Brokers and Carriers under the insuring policies. Build an executive ready dashboard for the Complex Claims team (Top drivers, cycle time, reserve adequacy) Develop and execute end to end strategies for handling Complex Claims integrating with Legal Litigation, Safety and Trust teams. Author clear process, policy changes and ensure clear change management across the team. Training and SME for L6, L7, and L8 Host Damage Protection and Host Liability Protection Specialist on claims. Works to upskill partners for growth and development. Supports the team by guiding through complex claims and changes. Complex Claim Lead for training and upskilling of AirCover Specialists on new processes, program changes, and workflows. Subject Matter Expert in Airbnb's Insurance Programs for Legal, GCM, Trust, and other internal departments. Collaborate with internal departments, such as other Aircover Ops teams, legal, Trust, CS safety to share claim insights, improve claim handling by our Carriers and TPA's while developing a Resolution Plan to bring a claim to the correct conclusion. Ensure compliance with company policies, procedures, and legal requirements related to claims handling. Identify and solve upstream risks that impact Airbnb's financial governance and Captive Insurance program. Work independently

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