Operations Lead - Service in Leeds

Salary: Starting at £65,000, up to £77,400 dependent on experience

About the Role

Our members rely on us when it matters most — and how they choose to engage with us is evolving rapidly. As Operations Lead – Service, you’ll shape the future of our digital and multi‑channel service experience across the UK & Ireland. This is an exciting opportunity to modernise how we support members by developing seamless interactions across phone, digital, chat, email and emerging channels. You will lead a large operational team, empowering leaders and colleagues to embrace new technologies, embed digital solutions, and deliver a consistently excellent, member‑centric service. You will lead and inspire a team of Leaders and their wider operational teams, creating a high‑performance culture built on inclusion, accountability, and continuous improvement. If you are passionate about service excellence, energised by leading through others, and thrive in a fast‑paced operational environment — this is your opportunity to make a meaningful difference. If you’re passionate about using data, digital innovation, and outstanding leadership to transform service operations, we’d love to hear from you.

As our new Operations Lead, you will:

• Lead the evolution of our digital and multi‑channel service model, ensuring members have effortless, consistent experiences across all channels.
• Set strategic direction for the Service function, aligning digital transformation with organisational goals.
• Implement and optimise new technologies, digital tools, AI‑enabled service pathways, and automation opportunities.
• Embed digital confidence and capability across teams through upskilling, coaching and change leadership.
• Use insights, analytics, and journey data to continually refine digital interactions and member pathways.

What you’ll bring:

• Proven success leading large, multi‑channel contact centre or service operations.
• Strong awareness of digital service trends and opportunities within the healthcare or related sectors.
• Track record of implementing digital or multi‑channel enhancements to service delivery.
• Demonstrable experience in change leadership, transformation and digital adoption.
• Strong experience developing people through leaders, including coaching, motivation and performance management.
• Ability to navigate complex products and simplify these for members and colleagues.
• Demonstrated ability to analyse complex data, identify insights and implement improvements.
• Strong understanding of service delivery frameworks, quality assurance and compliance.

In return, we can offer you:

• Discretionary on-target bonus of 15%. Up to a max 30% 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).
• 30 days annual leave.
• Flexible public holidays and option to buy/sell additional leave.
• Private Medical Insurance.
• 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.

Ready to Make a Difference?

Your leadership will directly shape how we connect with members — today and in the future. You’ll accelerate our digital transformation, empower teams, enhance efficiency, and craft meaningful member experiences across every channel. Apply now to help shape the future of operational excellence at MPS. 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.

Who We Are

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. We are a not-for-profit organisation, meaning our Members’ premiums are kept safe should our Members require support for complaints or claims arising from professional practice, or invested into bettering the organisation, our colleagues and our products. 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 our colleagues to feel empowered enough to deliver positive change, display ambition to push themselves and are determined when faced with a challenge, whilst ensuring our Member’s best interests are at the core.

Next Steps

If you are interested in finding out more, looking for a new role and want to join an organisation that truly values its employees, take a look at the role profile to find out more about the role to apply. Our Talent Acquisition team are always on hand should you have any questions, are having any technical issues or wish to understand how MPS can support you with your application and interview. You can contact our Talent Acquisition team by emailing careers@medicalprotection.org.