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Operations Manager - Support Services

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

Job Introduction

We are looking to recruit a Shared Service Operations Manager at our Leeds City Centre contact centre.  Working within our Member Operations team who are responsible for providing a world class, professional service to our members, prospects, internal and external stakeholders, at every point of contact.

You will be accountable for the effective management of resource in a multi-discipline, multi-location environment across the organisation , providing subject matter expertise and operational insight to internal stakeholders.  You will optimise the capability of the team to perform against agreed KPI’s  with a view to cost, quality, resource, member and continuous improvement.

Role Responsibility

  • Provide leadership across Direct Sales & Service and in particular our Shared Services team to deliver on the overall strategy, business performance, leadership of teams that reinforces the desired culture and delivery of strategic priorities
  • Lead and develop the team to drive service standards, resolve operational issues and deliver on required KPI’s
  • Identify and implement improvements and collaborate with colleagues to maximise end to end integration with effectiveness and efficiency
  • Work with our Operational Planning & Insight teams to assist in the setting of overall department resource models, forecasting and trend analysis
  • Provide strong leadership to ensure the training, competence, performance and engagement of all Team Leaders, ensuring all have clarify on the accountabilities and comply with policy and process
  • Lead and develop the team to drive service standards, resolve operational issues and deliver on required KPI’s and financial targets
  • Work with wider teams and divisions to guide and set the overall resource models, forecasting and trend analysis to ensure productivity of resources are optimised
  • Create an environment that is shaped by and consistently lives Our Values
  • Be accountable for the delivery of departmental KPI’s, recognising performance gaps and through our Team Leaders develop and implement actions plans for recovery
  • Own and support the setting of the operational budgets

The Ideal Candidate

  • An experienced contact centre leader who has worked within a shared service setting. Strong leadership, coaching and people management experience across multi-disciplinary teams
  • Operational management experience preferably within a regulated environment
  • Demonstrable use of WFM software and an understanding of contact centre WFM best practice

Package Description

  • 12% company pension contribution (3% from the individual)
  • Annual bonus scheme up to 15% (for permanent roles)
  • Private Medical Insurance
  • Health Care Cash Plan
  • 25 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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