Job Introduction

The purpose of this role is to provide strong leadership to a team of technical experts ensuring delivery of excellent claims and case handling services for members which is trusted and valued, provides fair treatment and outcomes whilst optimising the performance against service levels, efficiency and effectiveness of the team.

Role Responsibility

• Lead the team to support the delivery of the Member Protection and Support strategy and priorities
• Manage informal complaints and establish escalation routes for technical matters ensuring fair outcomes for members
• Lead the team to continuously improve ways of working and contribute to improvement projects aimed to drive operational efficiency and member experiences
• Lead the team to ensure fair treatment and outcomes for members, and compliance with associated policies and standards set out by council, committees and delegated authorities
• Ensure training, competence, performance and engagement of the team  and identify training requirements 
• Build relationships with key stakeholders internally and externally to maximise operational effectiveness
• Own the setting of team budgets and ensure the effective and efficient performance of the team
• Lead the team to minimise case costs by proactively managing and challenging costs and invoices from third party spend

The Ideal Candidate

Experience:

1. Leadership and people management experience in multidisciplinary teams 
2. Strong operational management experience
3. Strong customer service/member management background

Desirable:

1. Insurance/regulatory environment
2. Experience of leading an offshore operation for a European domiciled organisation

Diversity & 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

Benefits Include:

• 21 Days Annual Leave
• Performance Related Bonus - up to 15%
• Medical Aid 
• Provident Fund/Pension

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