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Operations Lead - Service
Location: Leeds (Hybrid)
Contract: Permanent
Working Pattern: Full Time (Hybrid)
Salary: Starting at £65,000, up to £77,400 dependent on experience
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
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:
What you’ll bring:
In return, we can offer you:
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 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.