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Head of Direct Sales and Service

Please Note: The application deadline for this job has now passed.

Job Introduction

An exciting opportunity has arisen within our Business Development & Engagement Division for a Head of Direct Sales & Service.

 

The purpose of the role is to provide leadership across the Direct Sales & Service function, ensuring delivery of excellent contact centre services for members which are trusted, valued and provide fair treatment and outcomes whilst optimising the performance against service levels, efficiency and effectiveness of the team.

The role is required to deliver via a blended resource model, consisting of in-house contact centre resource and overseas third party partners, with a view to cost, quality, resource, member and continuous improvement as well as providing high quality advice to direct reports and colleagues across the organisation.

Role Responsibility

  • Create an operating climate that is shaped by and consistently lives our Values
  • Lead, coach and develop Operations Managers, with clear development plans to ensure DS&S Team Leaders and advisers are supported and developed effectively
  • Motivate and performance manage Operations Managers to deliver against our corporate objectives and the objectives of their respective teams
  • Be visible and accessible to the department, promoting inclusivity and employee engagement
  • Own the operational and commercial relationships between MPS and third party partners responsible for delivering DS&S services to international members, acting as the point of escalation for contractual queries
  • Proactively identify and recognise/reward success that promotes positive member outcomes across the department
  • Be accountable for the delivery of departmental KPI’s, recognising performance gaps and through the Operations Managers develop and implement action plans for recovery
  • Ensure self and team build relationships with key stakeholders internally and externally (attendance of relevant conferences / best practice forums)
  • Create and inform an operating culture that enables all DS&S processes to achieve the right outcomes for members and stakeholders
  • Input into and understand ‘root cause analysis’ in order to role model continuous improvement across the division
  • Provide cross departmental support where required to ensure KPI’s are met and service standards are maintained
  • Champion cultural and strategic changes taking place across the business
  • Identify training requirements across teams and coordinate regular scheduled training sessions as agreed with line managers.
  • Be responsible for own development and encouraging others to take accountability for their own development
  • Provide subject matter expertise to business programmes/projects, ensuring member interactions are considered and outcomes protected.
  • Manage the impact of change initiatives, leading implementation projects, communicating and championing change to the department, and ensuring effective transitions to new ways of working

 

The Ideal Candidate

Experience

You will be someone who has experience of delivering operational services via third party or outsourced channels, ideally in multiple regions and countries.  You'll have a strong leadership and people management style and experience working in multidisciplinary teams.  

You will bring strong operational management experience from within an insurance / or other regulatory environment.

Skills

  • Coaching for results
  • Managing internal & external stakeholders 
  • Resource planning and productivity management 
  • Change management and continuous improvement 
  • LEAN/Six-Sigma is desirable 

Package Description

  • Car allowance of £4,670
  • 12% company pension contribution (3% from the individual)
  • Annual bonus scheme up to 22% 
  • Private Medical Insurance
  • Health Care Cash Plan
  • 30 days annual leave, plus bank holidays

About the Company

Medical Protection Society (MPS) is the world’s leading protection organisation for doctors, dentists and healthcare professionals. We protect and support the professional interests of more than 300,000 members around the world, in countries as diverse as the United Kingdom, South Africa and Hong Kong.
We strive to be much more than a last line of defence by being at our members’ side at every step, offering support, advice and world-class defence. Membership provides access to expert advice and support together with the right to request indemnity for complaints or claims arising from professional practice.
We continue to invest in our team to ensure that we are delivering the best possible service for members. This was recognised in 2016 when we were awarded an Investors in People Silver award.

Medical Protection Society

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