Operations Lead - Cases or Claims

Location: Flexible - London, Leeds or Edinburgh (Hybrid)

Contract: Permanent

Working Pattern: Full Time (Hybrid)

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

Are you an inspiring operational leader? Do you thrive in a fast‑paced environment where you can drive meaningful impact for both colleagues and members? At MPS, we exist to support, protect and advise healthcare professionals around the world. Every day, our members trust us to stand by them during some of their most challenging moments. Our Operations function is at the heart of delivering this promise — ensuring fair, timely and high‑quality outcomes for every member interaction.

As part of our Operations leadership team, you will play a pivotal role in ensuring we’re there for our members when they need us most.

About the Role

To strengthen this commitment, we have created three new senior positions leading one of our operational areas (Claims or Cases) in our UK & Ireland Operations Leadership Team. These represent two complex and critical service areas responsible for delivering accurate, timely and trusted outcomes. You will lead a department of operational team leaders and their teams (up to 80 colleagues), shaping strategy, driving continuous improvement and process efficiency into the claims journey, and fostering a culture where colleagues are engaged, supported, and empowered to deliver excellence.

With a significant operational cost base and claims spend, this is a high‑impact role at the heart of our service promise, ensuring teams consistently deliver a great experience for every member, and one that continually balances cost, quality and efficiency.

As our new Operations Lead, you will also:

• Set the strategic direction for Cases and Claims operations
• Lead transformation initiatives to improve processes, automation and the end‑to‑end member journey.
• Oversee service delivery performance, ensuring SLAs, quality standards and regulatory expectations are consistently met.
• Develop a high‑performing team of Operational Team Leads, creating a vibrant, inclusive workplace where colleagues feel motivated, recognised and supported.
• Be an escalation point for complex Case/Claim issues, using insight to drive improvements
• Implement and optimise new technologies, digital tools, AI‑enabled service pathways, and automation opportunities
• Use data, insights and analytics to establish claims trends and to enhance service provision

What you’ll bring

• Proven experience leading large operational teams in claims or cases in a complex environment (ideally within clinical negligence/medmal)
• Deep understanding of end‑to‑end claims/cases processes, regulatory/legal frameworks and quality assurance.
• Strong track record of developing high performing teams by leading through others.
• Demonstrable delivery of transformation and process improvement initiatives through Lean or other change methodologies.
• Ability to utilise complex data to drive decision making and implement improvements.
• Familiarity with fraud, leakage, recovery, risk management and 2nd and 3rd line audit processes

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? You’ll be joining a purpose-driven organisation where your leadership will directly impact member experience, colleague engagement and operational excellence. We foster a culture of inclusion, innovation, and ongoing development—because when our people thrive, so do our members.

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.