Operations Team Leader - Member Support

• Permanent
• Full Time
• Leeds (hybrid)
• £40,000 - £50,000 DOE

Our Member Support team plays an important role in helping Operations deliver an efficient, responsive and member-focused service. We’re looking for an experienced operational leader to manage a team of colleagues in the UK (Leeds and London) and South Africa, supporting our Cases, Claims and Member Service teams.

This is a broad leadership role where you’ll combine day-to-day operational delivery with longer-term strategic thinking. You’ll create a clear direction for the team, prioritise competing demands and use data to identify opportunities for automation, efficiency and service improvement. You will also support key transformational projects by representing your function to ensure the optimum support internationally.

You’ll also work closely with leaders and stakeholders across MPS, providing clear insight, influencing decisions and helping to develop operating models that are effective, efficient, sustainable and ready for the future.

Role Responsibilities

• Lead, coach and develop a team across the UK and South Africa, creating an inclusive, engaged and high-performing culture.
• Develop and deliver a clear strategy for Member Support that aligns with wider Operations (UK, Ireland and Internationally) and organisational priorities.
• Take ownership of performance against agreed service levels, KPIs, quality measures and regulatory standards.
• Use operational data and insight to identify trends, prioritise activity and turn findings into clear, measurable improvements.
• Identify opportunities for automation and efficiency, developing strong business cases that demonstrate operational and member value.
• Review processes and operating models to ensure services remain effective, scalable and fit for the future.
• Build effective relationships across MPS, influencing senior stakeholders and communicating confidently at Director and Executive level.
• Lead change and continuous improvement initiatives while maintaining strong governance, risk management and a consistently member-centric service.

The Ideal Candidate

• An experienced people leader with a strong track record of managing, motivating and developing a large operational or service-focused team.
• A strategic and commercially minded thinker who can balance immediate priorities with longer-term organisational needs.
• Confident working with complex performance data and able to translate insight into practical action and measurable results.
• Experienced in identifying efficiencies, improving processes and building credible business cases for automation or operational change.
• Skilled at prioritising urgent and important work while maintaining oversight of wider objectives and dependencies.
• An effective stakeholder manager who can build trusted relationships and influence colleagues across different functions and levels.
• A clear and credible communicator who is comfortable presenting recommendations and challenging constructively at senior leadership level.
• Knowledge of end-to-end service, claims or case-management processes within a regulated environment would be advantageous.