Operations Lead

Position: Operations Lead (Permanent)
Operations Lead - Service

Do you want to make a real impact where it matters?

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.

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

* Car Allowance

* 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…