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Our client is the world’s leading protection organisation for doctors, dentists and healthcare professionals and is growing and expanding its offering and services.

They now seek an operational team lead to join their team. You will report to the head of department based in London.



  • You will be required to provide leadership to a team of technical experts (professionally qualified) ensuring delivery of excellent claims/non claims handling services for members which is trusted and valued, provides fair treatment and outcomes whilst optimising the performance against service levels, efficiency and effectiveness of the team;
  • Operational leadership:
    • You will be required to lead the team to support the delivery of the member protection and support strategy and priorities, divisional performance, leadership of employees to reinforce the desired culture;
    • You will be required to lead the performance of the team against required key performance targets, quality standards and financial targets;
    • You will be required to establish escalation routes for technical matters ensuring timely and quality outcome; use such opportunities to coach and develop our people to deliver in accordance with governance, policy and process, delivering positive outcomes for the member and membership fund;
  • Delivery of (divisional) strategy vs plan;
  • Operational performance vs plan;
  • Financial:
    • You will be required to own the setting of team budgets, and deliver to budget through spend governance and ensuring the effective and efficient performance of the team;    Own the setting of overall department resource models and plans through forecasting and trend analysis of the key drivers in order to optimise productivity, service KPI’s and quality standards;
    • You will be required to lead the team to minimise case costs by proactively managing the team, challenging costs and invoices from all third party spend;
  • Operational budget vs plan;
  • Operational performance (KPIs) vs plan;
  • Member:
    • You will be required to 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;
    • You will be required to lead the team to continuously improve ways of working and contribute to divisional / the business-wide continuous improvement projects aimed to drive operational efficiency and great member experiences and outcomes;
    • You will be required to 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;
    • You will be required to analyse member feedback, complaints, outcome and quality assurance testing and other operational performance metrics to inform plans to improve the service we provide for members      ;
  • Net promoter score;
  • Member feedback;
  • Member experience scores;
  • Outcome and quality assurance scores / compliance testing and internal audit scores;
  • People:
    • You will be required to lead the team to ensure the training, competence, performance and engagement of the team ensuring all employees have clarity of their accountabilities, comply with relevant governance, policies and processes and embrace the MPS values;
    • You will be required to build a strong pipeline of talent and succession across member protection and support for the benefit of this business which will mitigate workforce planning risks and maximises the performance and potential of employees;
    • You will be required to coach and mentor colleagues both within own team and support learning interventions as part of the academy to maximise the potential of all colleagues and the quality of their service to members.
  • Engagement index
  • Leadership index
  • Strong talent and succession plans;
  • HR metrics – attrition, absence;
  • Competency frameworks;
  • Risk:
    • You will be required to create an environment where the team recognise the importance of risk identification and management;
    • You will be required to support the establishment of appropriate business processes and controls and manage the team adherence in order to ensure claims / cases handling within risk appetite; comply with policies and regulatory requirements (as applicable);
    • You will be required, in accordance with the training and competence schemes, to undertake first line of defence quality monitoring of team members to ensure compliance with governance, process and fair outcomes for members; use results to coach for improved performance;
    • You will be required to support outcome and quality assurance to ensure a risk-based approach to outcome and quality assurance testing, take all learnings and coach the team for improved performance or influence for policy / procedural improvement, as required;
    • You will be required to comply with applicable professional ethical guidance and all relevant internal policy and procedures, including those relating to health and safety, data protection, IT security and all those contained within the staff handbook. Adheres to the business rules relevant to the role, which are subject to change from time to time;
  • Risk & control self- assessments audit actions
  • Risk register
  • External audit outcomes
  • Quality monitoring outcomes / compliance to training and competence scheme
  • Outcome and quality assurance results;
  • You will be required to build relationships with key stakeholders internally and externally to maximise operational effectiveness;
  • You will be responsible for input into the ‘academy’ and continued development of competency frameworks and learning material – identifying training requirements and coordinating regular scheduled training sessions;
  • You will be required to provide cross departmental support where required to ensure KPI’s are met and service standards are maintained;
  • You will be required to champion cultural and strategic changes taking place across the business;
  • You will be required to undertake other duties and tasks that from time to time may be allocated to the role holder that are appropriate to the level or role.



  • You have fresh thinking skills (leading the organisation);
  • You have building capability skills in self and others (leading others);
  • You are able to influence others (leading others);
  • You are able to collaborate for results (leading the organisation);
  • You are able to lead self and others (leading others);
  • You have commercial and risk thinking skills (leading others).



  • You have a degree;
  • You have an understanding of the division and stakeholder requirements;
  • You are able to coach;
  • You are able to manage internal and external stakeholders;
  • You have resource planning and productivity management skills;
  • You have change management and continuous improvement knowledge;
  • You have operational management performance skills;
  • You have leadership and people management experience in multi – disciplinary teams;
  • You have strong operational management experience preferably in a progressive medical malpractice and /or insurance;
  • You have strong customer service / member management background;
  • You are Chartered Insurance Institute (CII) qualified (over time may become an essential requirement of the role)   
  • You have knowledge of third party service delivery ·
  • You are Lean (green belt or equivalent) / root cause analysis trained – this is desirable ;
  • You have the ability to conduct and hold commercial interactions with membership/ liaising with commercial marketing and sales in relation to product development and insight- this is desirable;
  • You have knowledge of insurance / regulatory environment.


Global best practice business model albeit an NPO. Very proud of their business model and service level and standards. New role. Top role – good salary and not affected by Covid.