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Care Team Analyst in Miami, FL at Royal Caribbean Cruises Ltd.

Date Posted: 5/14/2019

Job Snapshot

Job Description

Position Summary:

The position of CareTeam Analyst is critical to the effective and efficient utilization of resources in the Global Security and CareTeam departments. The Analyst assists in effectively formulating and documenting processes and performance metrics, identifying opportunities, and making recommendations to improve efficacy. The Analyst will work with the CareTeam Manager to develop standards and processes for measuring the CareTeam’s fiscal efficiency and operational effectiveness. The CareTeam Analyst will also be empowered to make adjustments to CareTeam processes and resource allocation on an as needed basis.

The Analyst will serve as a lead for the CareTeam assisting the CareTeam Manager with the direct supervision of the CareTeam Specialists (CTS) and CareTeam Associates (CTA).  The Analyst will be responsible for approving requests for time off, managing CTS rotation, authorizing deployment and payment of CTAs, and serving as primary supervisor on regularly scheduled days and on an ad hoc basis when the CareTeam Manager is off site or unavailable.

The Analyst assists in the preparation and implementation of the CareTeam budget, reviews and approves port agent and other expenses, and performing additional financial functions as needed. The Analyst will be responsible for monitoring spending, analyzing financing trends, and recommending adjustments to the budget as needed throughout the year. 

The Analyst will also be included in the CareTeam Specialist rotation, working 12 or 24 hour shifts several times a month.  The Analyst will also deploy in times of contingency plan or as needed, performing responsibilities providing emotional and logistical support and assistance to our guests and crew following difficult circumstances encountered onboard and/or ashore, ensuring that affected persons feel represented in their care needs.


Essential Duties and Responsibilities:

  1. Project c Creates, manages, tracks, and adjusts Care Team performance indicators as part of Global Security, Safety, Environment and Medical/Public Health department.
  2. Works with the CareTeam Manager and Director in annual budget planning and has day-to-day control over the execution and implementation of the departmental budget.
  3. Provides in-depth analysis of financial and operational data to CareTeam Manager.
  4. Approves outstanding invoices, conducts weekly oversight of outstanding expenditures, and prepares month-end case reporting for closing purposes to make sure all data has been captured and recorded correctly.
  5. Provides in-depth analysis of financial and operational data to CareTeam Manager.
  6. Maintains continuous contact with operating groups to keep current on business developments.
  7. Develops and documents standards for measuring efficiency and effectiveness of CareTeam operations.
  8. Assist with maintenance and development of Riskonnect or equivalent data management and reporting system to include running monthly statistical reports and analyzing data to identify trends.
  9. Collects data regarding applicable incidents, and when applicable, hands over cases to Customer Service and/or Guest Claims.  Responds to and resolves guest complaints and escalates to management and legal as necessary.
  10. Supports the CareTeam Specialists, in times of contingency plan or as needed, providing emotional and logistical support to guests and crew encountering crisis events e.g. medical emergencies, medical disembarkations, accidents onboard and ashore, deaths, missing persons, and victims of crime. May be placed into “on call” rotation as needed due to business needs or activate and deploy in large scale events. This includes representing the CareTeam leadership in the company EOC.
  11. Audit and report all international communication devices for usage, plans, administration, distribution, and compliance.
  12. Reviews and approves all CareTeam Associate pay for deployments.
  13. In special circumstances, may travel to a ship or port to provide direct assistance to crew, guest, or family members during a crisis event.
  14. Will be certified to conduct various trainings globally on-board ships and to shoreside employees.
  15. Will represent and speak on behalf of the CareTeam & Company worldwide in conferences, tradeshows, and other industry events and meetings,
  16. Establish new relationships and partnerships while enhancing existing ones worldwide through outreach with Government and private organizations such as Embassy/Consulates, Hospitals, Trade Partners, Port Agents, and Tour Operators.
  17. May be required to work different shifts and at times during holidays and weekends
  18. Performs other duties as required. 




Job Requirements


  • B.S degree required, major in Accounting or Finance preferred.
  • Three (3) or more years of experience in the industry, shipboard or shore side.

Knowledge and Skills:

  • Ability to work independently to implement initiatives, track and guide departmental activities and maintain fiscal responsibility
  • Extensive knowledge of software applications such as Excel and MS Access
  • Good working knowledge of other management software such as Colonial, SQM, Lotus Notes, Microsoft Office
  • Knowledge of the principles of effective public relations and effective oral and written communications skills
  • Will exhibit mature, responsible decision-making, problem solving and proven judgment skills.
  • Ability to keep detailed records and write clear, detailed reports
  • Maintains professional and technical knowledge by attending educational workshops
  • This position requires a high level of tact, diplomacy, and independent judgment on actions of a highly confidential and sensitive nature and a detailed understanding of policies and procedures
  • Excellent interpersonal skills to communicate in a multicultural environment with all levels of employees and management
  • Excellent communication skills, both verbal and written
  • Computer skills to an advanced operation level in Word, Excel and Power Point are essential.
  • Self-driven to continually improve and actively works to bridge gaps in their knowledge in order to add more value to a particular project or setting.
  • Innovative and process driven induvial who thrives in a start-up atmosphere rather than maintaining an already built system
  • Strong organization skills
  • Capable of working independently and within a team, regardless of setting, must be self-driven and passionate
  • Strong with methodologies, tools, best practices and processes within specific area of responsibility
  • Ability to work in a fast-paced environment with multiple projects and priorities
  • Ability to write reports, business correspondence and procedures manual with the appropriate attention to detail
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public



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. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.


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