Job Introduction

We are looking for 2 confident and progressive individuals to join the case handling team as an Operational Team Lead. You will report to the Head of Case Handling and be part of the wider leadership team which consists of 8 Team Leads who effectively manage all case handling teams within the company’s largest division, Member Protection and Support (MP&S).

The main purpose of this role is to provide leadership to Case Managers and Case Management Assistants, ensuring delivery of excellent non-claims handling services for members. You will enable and empower your team to meet or exceed SLA's while effectively managing costs, quality and resourcing.

Please note, we currently have 2 positions available, one is permanent and one is fixed term for 12 months.  Please indicate in your application which position you are applying for, or confirm if you are happy to be considered for either opportunity,

Role Responsibility

• Coach and mentor colleagues in your team while supporting the learning interventions provided via the Academy (MPS’s career and development platform) to maximise the potential of all colleagues which ensures a high quality of service to members
• Build relationships with key stakeholders internally and externally to maximise operational effectiveness
• Analyse member feedback, complaints, outcome and quality assurance testing and other operational performance metrics to inform plans to improve the service we provide members
• Lead the team to support the delivery of the MP&S strategy and priorities

The Ideal Candidate

You will be an experienced operational leader with a strategic outlook and passion for supporting and developing your people.  You will manage in a way that inspires teamwork, trust, cooperation and productivity with a focus on improving day to day efficiency. 

A confident decision maker with a strong influential style, you will enjoy communicating with a variety of stakeholders both internal and external.  You are someone who can prioritise and delegate, whilst focusing on continuous improvement and leading change to help improve processes and streamline functionality. 

Diversity and Inclusion

We welcome applicants from all backgrounds, and we encourage you to apply even if you feel you do not match 100% of the technical requirements.  We celebrate diversity, promote inclusivity and strive to create a work environment which ensures everyone can be heard.

What’s important to MPS is that our people live our values of Member First, Ambitious, Determined and Empowered.

If you have any questions about any advertised role and how we can support you, please contact our Recruitment Team.

Package Description

• 12% company pension contribution (3% from the individual)
• Annual bonus scheme up to 15% 
• Private Medical Insurance - family cover
• Health Care Cash Plan
• 25 days annual leave, plus bank holidays
• Option to buy and sell up to 5 days holiday
• Hybrid working

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 almost 300,000 members around the world, in countries as diverse as the United Kingdom, South Africa and Hong Kong.

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. 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. In 2021 we were delighted to have been awarded with the People Insight ‘Outstanding Workplace 2021 - Award’. This award recognises our investment in employee engagement and the positive culture we are creating.

Medical Protection Society