Operational Team Lead

Job Introduction The Member Cases and Claims Division is at the forefront of protecting the careers, reputation and financial risk of our members worldwide. The purpose of the role is to provide team leadership to ensure delivery of excellent claims services for members which is trusted and valued, provides fair treatment and outcomes whilst optimising the efficiency and effectiveness of the team Main Responsibilities **Operational Leadership** - Lead the team to support the delivery of the MP&S strategy and priorities, divisional performance, leadership of employees to reinforce the desired culture - Lead the performance of the team against required key performance targets, quality standards and financial targets - Manage and oversee the technical escalation and advice using such opportunities to coach and develop our people to deliver in accordance with governance, policy and process and delivering positive outcomes for the member and membership fund. **Financial** - Own the setting of the team budgets, and deliver to budget through spend governance and ensuring the effective and efficient performance of the team - Own the setting of department resource models and plans through forecasting and trend analysis of the key drivers in order to optimise productivity, service KPIs and quality standards. - Lead the team to minimise case costs by proactively managing estimates, challenging costs and invoices from all third party spend. **Member** - Manage informal complaints escalated within the team in accordance with policy standards ensuring fair outcomes for members, the membership fund and use all learning as coaching opportunities for team members - Lead the team to continuously improve ways of working and contribute to divisional / MPS-wide continuous improvement projects aimed to drive operational efficiency and great member experiences and outcomes - Analyse trends in case outcomes, complaints and member feedback to ensure appropriate risk management strategies are in place that result in effective and fair outcomes for members and the organisation - Lead the team to ensure fair treatment and outcomes for members and compliance with associated policies and standards set out by Council, its committees and delegated authorities. - Support decision making in key internal governance meetings by representing the member voice and ensuring the clinical / legal input is considered on matters; for high profile cases ensure the reputation of MPS is protected - Support the management of external and internal stakeholders by advocating the service delivered by MP&S; contribute with technical input into articles, webinars and presenting at conferences etc, as required. **Experience**: - Leadership and people management experience in multidisciplinary teams - Strong operational management experience - Strong customer service/member management background **Desirable**: - Insurance/regulatory environment - Experience of leading an offshore operation for a European domiciled organisation 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. Package Description - 21 Days Annual Leave - Performance Related Bonus - up to 15% - Medical Aid - Provident Fund/Pension - Group Life Cover