Job Introduction

We are looking for an exceptional operational leader to join the leadership team within our pivotal Case Handling department, leading and inspiring colleagues to ensure we deliver a trusted, fair and high-quality service for our members. This is a critical leadership role in which you will help shape performance, champion excellence and drive continuous improvement across the full case handling journey. You will bring not only operational expertise but also a strategic mindset to drive the service forward.

As a proven people leader, you will bring resilience, energy and a strong track record of leading high-performing, multi-disciplinary teams in a fast-paced and demanding environment. You will be confident navigating complexity, managing risk and empowering colleagues to deliver outstanding outcomes for members.

If you are passionate about operational excellence, enhancing the member experience and developing people to be their best, this is an exciting opportunity to make a significant and lasting impact.

Role Responsibility

• Provide strong operational leadership, driving high performance, engagement and a positive culture.
• Lead delivery against key performance indicators, quality standards and financial targets to ensure an effective and efficient case handling service.
• Collaborate with leaders across global teams to ensure best-practice case handling and a seamless end-to-end member experience.
• Oversee resource planning, forecasting and budget management to optimise productivity, service levels and cost efficiency.
• Manage escalated informal complaints and complex cases, ensuring fair treatment, positive member outcomes and learning for continuous improvement.
• Foster a culture of risk awareness, compliance and quality, using quality assurance outcomes to coach, improve performance and influence policy/process improvements.
• Champion strategic and cultural change initiatives, supporting training, capability development and a strong internal talent pipeline.

The Ideal Candidate

• A proven, experienced people leader with substantial experience managing and developing teams in a high-pressure, operational environment.
• Highly resilient, calm under pressure, and motivated by the challenge of leading in a fast-paced, continuously evolving setting.
• Skilled in stakeholder management, with the ability to build strong relationships and collaborate across departments and geographies.
• Experienced in operational performance management, resource planning and driving efficiency improvements.
• Adept in coaching, mentoring and developing talent, with a commitment to creating an inclusive and supportive team environment.
• Strong background in customer or member service, with an unwavering focus on fair outcomes and service excellence.

Package Description

Alongside a competitive salary, you will also receive:

• Discretionary on-target bonus of 10%. Up to a max 20% based on performance
• 11% pension contribution (3% from you, 8% from us – optional additional matched 3% contributions, e.g. 6% from you, 11% from us)
• 25 days annual leave. Flexible public holidays and option to buy/sell additional leave
• Private Medical Cover
• Car Salary Sacrifice scheme
• 6x salary death in service
• Holistic health and wellbeing support package
• A truly flexible hybrid-working arrangement 
• A culture that promotes inclusivity, wellbeing and rewards hard work

About the Company

The Medical Protection Society Ltd (MPS) is the world’s leading protection organisation for Doctors, Dentists and healthcare professionals. We protect and support the professional interests of almost 300,000 members around the world.

We are a not-for-profit organisation, meaning member’s subscriptions are either invested into bettering the organisation, colleagues and products, or kept safe should members require support for complaints or claims arising from professional practice.

Our philosophy is to support safe practice in medicine and dentistry by helping to avert problems in the first place. We also actively campaign for regulatory and legal reforms that benefit members and the wider healthcare professions.

To do this, we need colleagues who are trusted and supported to deliver their best work, whether that be through leadership development, fully funded training courses or peer-to-peer support. We want colleagues to feel empowered to deliver positive change, display ambition to push themselves and be determined when faced with a challenge, whilst ensuring members best interests are at the core.

Early applications are encouraged as we may close the job listing should we find the right candidate. 

Medical Protection Society