Operations Effectiveness Lead

Operations Effectiveness Lead
Hybrid – 2 Days Office, 3 Remote
Medical Protection Society (MPS) is the world’s leading medical defence organisation, providing expert advice, support and protection to healthcare professionals across the globe
Within Operations, our Business Services & Governance function plays a vital role in enabling high‑quality, compliant and efficient services through strong governance, insight and continuous improvement.
The Opportunity
This is a high-impact leadership position where you’ll shape how operations perform. You will play a pivotal role in enabling MPS to deliver exceptional member outcomes.
You will ensure teams have the right resources, insight and support through service delivery, driving effective capacity and capability management, and delivering high‑quality operational data and a strong culture of continuous improvement.
Working closely with senior leaders and the Transformation Management Office, you will also support the delivery of change by providing operational insight, readiness coordination and clear, effective communication.
As Operational Effectiveness Lead, you’ll:
* Provide leadership to ensure teams are effectively resourced, supported and able to deliver against objectives and service levels.
* Own resource and capacity planning, providing real‑time and forward‑looking insight to support demand management, affordability and the delivery of change.
* Lead the member resolution service and drive improvement through root cause analysis.
* Deliver shared operational support services to achieve service level agreements and manage the outsourced partnership relationship.
* Deliver high‑quality operational reporting, analysis and insight, acting as a trusted partner to senior leaders to drive performance, transparency and continuous improvement.
* Drive operational capability through learning, shared ways of working and readiness for change.
* Partner with the Transformation Management Office to prioritise, plan and implement change.
* Identify and manage operational risks, ensuring strong governance, data integrity, regulatory compliance and proactive management of emerging pressures.
What we’re looking for
You’ll be strategic and influential operational leader who drives performance, insight, and continuous improvement across complex customer-focused environments.
You’ll bring:
* Proven leadership in customer/member operations, with experience in resource planning, complaints management, and service improvement
* Strong strategic, commercial, and financial acumen, with the ability to turn insight into action
* Experienced in continuous improvement (Lean/CI) and delivering measurable operational efficiencies
* Highly skilled in senior stakeholder engagement and influencing
* Strong analytical and data capability.
* Track record of leading teams and delivering change, including managing third parties and driving high performance
Why join MPS?
At MPS, you’ll be part of a purpose‑driven organisation where your work directly supports healthcare professionals worldwide. We offer:
* Meaningful, impactful roles with real influence
* A collaborative, inclusive and supportive culture
* A truly flexible hybrid-working arrangement
* Strong focus on learning, leadership development and career progression
We also offer you:
* A discretionary on-target bonus of 15%. Up to a max30% 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)
* 30days 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
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.
Application closing date for Operations Effectiveness Lead - 17th May 2026