Job Introduction

We are seeking a dynamic and experienced operational manager to provide strong leadership across our claims handling function. This is a pivotal role focused on delivering a high-quality, trusted claims service that ensures fair outcomes for our members, while optimising team performance against service, quality, and financial targets. The role leads both directly and indirectly, fostering a culture of accountability, collaboration, and continuous improvement.

We are looking for a resilient and emotionally intelligent leader with experience of guiding teams through change and challenge with energy and enthusiasm, while maintaining a clear strategic perspective. This role works closely with stakeholders across the wider business to help shape and enhance the end-to-end claims journey, ensuring best practices are embedded and service excellence is consistently achieved.

This role offers the opportunity to influence both operational performance and cultural development, building engaged, high-performing teams while contributing to wider organisational priorities. It plays a key role in developing talent, driving innovation, and ensuring governance, risk, and compliance standards are upheld.

We are looking to progress this recruitment swiftly and will review applications on a rolling basis, so early applications are encouraged.

Role Responsibility

• Lead and support a high-performing Claims Handling team, ensuring strong results across service, quality, and financial targets
• Collaborate with colleagues across the business to improve the end-to-end claims journey and embed best practice
• Resource planning through effective forecasting, trend analysis, and productivity management 
• Drive cost control by proactively managing claims spend and challenging third-party costs and supplier performance 
• Handle escalated member complaints fairly and consistently, using insights to improve team performance
• Drive continuous improvement to enhance efficiency and deliver better member outcomes
• Create an inclusive, high-performing team environment that supports engagement, development, and future talent
• Ensure adherence to governance, risk frameworks, and regulatory requirements, embedding a strong risk-aware culture

The Ideal Candidate

• Proven operational leader with strong experience managing multi-disciplinary teams 
• Demonstrates emotional intelligence, resilience, and the ability to lead effectively through change 
• Skilled coach with a passion for developing people and building high-performing teams 
• Strong stakeholder management skills with the ability to build effective internal and external partnerships 
• Experience in resource planning, performance management, and driving operational efficiency 
• Background in customer or member-focused environments with a commitment to service excellence 
• Strategic thinker with the ability to balance day-to-day operations with long-term objectives 

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.

Medical Protection Society