Claims & Insurance Business Partner - ML150

ComfortDelGro UK&I Bus & Coach is a group of leading transport operators that are wholly owned subsidiaries of Singapore based ComfortDelGro; itself one of the world’s largest passenger land transport companies. We aspire to execute our vision that “Together we deliver safe, reliable, sustainable transport to our communities”. This position plays a key role in supporting the efficient handling of claims and insurance-related activities. You will be expected to use careful thinking to analyse situations and proactively suggest improvements to ensure effective management and ongoing development of our processes. You will provide thorough and helpful support across a range of responsibilities when handling Road Traffic Collision (RTC) incidents including hire and personal injury claims. Your work will involve managing cases located in London and other areas throughout the United Kingdom. This role requires you to manage a significant amount of work while staying exceptionally organized. You will also need to be capable of working independently and managing your tasks effectively without constant supervision.

This role is essential to fostering a positive and proactive culture within CDG UK&I Bus & Coach regarding claims, incidents, and their management. The post-holder will collaborate closely with the Transport Safety, CCTV, and Senior Management teams to ensure all areas of compliance and litigation are met. They will be responsible for providing expert advice and guidance in the areas of claims and insurance.

The claims Business Partner will be responsible for the end-to-end management of claims up to a value of £25,000. This includes the preparation of all necessary litigation paperwork, ensuring senior management approval is obtained prior to submission. Furthermore, the role will involve supporting the undertaking of audits to guarantee the quality and compliance of claims and insurance processes. This will ensure that CDG UK&I Bus & Coach procedures and systems in this area are comprehensive and robust. The post-holder will also contribute to ensuring adherence to current legislation and alignment with internal policies and procedures.

An active part of this role will be the provision of data, including statistical information on collisions, claims status, and insurance figures. This information will be disseminated through strategic business reports to internal departments, authorities such as TFL, TfGM, and ComfortDelGro.

Additional responsibilities include the triaging and allocation of Vehicle Incident Reports (VIRs), as well as proactively following up with drivers to ensure their cooperation with external companies. The role necessitates the proactive and autonomous organisation and management of a diverse and evolving caseload to ensure continuous compliance with both Metroline's internal requirements and relevant legal obligations. Whilst not exhaustive, the responsibilities of the role are to support the business risk in relation to claims and litigation ensuring that all claims are dealt with in a proactive and professional manner modelling industry best practice.

• Conducted and supported thorough incident investigations, collaborating with various departments to achieve successful resolutions.
• Review VIRs as needed or instructed by UK&I Head of Claims and Insurance and Senior Claims and Insurance Business Partner.

General Responsibilities, Specific Duties and Responsibilities:

• Develop strong working relationships, within the business to meet the highest standards of statutory and legislative compliance and evidence-based practice.
• Maintain firm boundaries in relation to confidential information and data sharing. Ensure GDPR guidelines and policies are followed without exception by yourself and your team.
• To be proactive in providing advice, guidance and support to all members of the Metroline community in relation to claims and insurance.
• Work with relevant experts and team members to ensure that suitable and sufficient measures are in place for CCTV.
• Work with experts to ensure that suitable and sufficient audit and quality arrangements are in place and correctly maintained across the Metroline portfolio in relation to claims and insurance.
• To consult with Depot Staff as required on matters of claims, insurance and proactive risk management in accordance with instructions of the UK&I Head of Claims and Insurance and UK&I Group Director of SHEQ.
• Provide our panel solicitors with accessible CCTV footage and our file links when we instruct solicitors to Defend issued Claim Forms (if instructed to do so).
• Liaise with in house auditors and respond to all compliance issues and be available for all in house compliance audits.
• Work in a resource-efficient way and actively support CDG UK&I Bus & Coach sustainability policies and objectives within the remit of the role.
• The post-holder will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager, UK&I Group Director of SHEQ or the Senior Leadership Team.
• The postholder must comply with CDG UK&I Bus & Coach’s core competency requirements which include communication, respect for others, customer service, drive for results, delivering the vision and continuous personal development.
• Manage, monitor and escalate risks and issues as relevant.
• Operate within the delegated authorities and other management frameworks of CDG UK&I Bus & Coach.
• Be committed to the Core Values of CDG UK&I Bus & Coach.

Hours of work: 38 hours per week, Monday to Friday.

The Equality Act: CDG UK&I Bus & Coach is an equal opportunity employer, and all qualified applicants will receive consideration for employment with due regard to legal obligations for protected characteristics i.e. age, disability, marriage and civil partnership, gender reassignment, pregnancy and maternity, race, religion and belief, sex and sexual orientation.