Case Team Lead

Medical Protection Society; City of Edinburgh; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading insurance organization is seeking a Case Team Lead in Edinburgh, Scotland. This pivotal role will involve operational leadership and managing multi-disciplinary teams to deliver high-quality service. Candidates should have a strong background in operational performance, coaching, and stakeholder management. The position offers a full-time contract with an emphasis on driving efficiency and excellence in member outcomes.

Qualifications

• Demonstrated experience managing and developing teams in high-pressure environments.
• Proven skills in operational performance management and efficiency improvements.
• Ability to foster a culture of compliance and quality.

Responsibilities

• Provide strong operational leadership and drive performance.
• Lead against key performance indicators and quality standards.
• Oversee resource planning, forecasting, and budget management.
• Manage escalated complaints and complex cases.
• Champion cultural change initiatives and support talent development.
• Foster a culture of risk awareness, compliance and quality, coaching for performance and process improvements.
• Champion strategic and cultural change initiatives, supporting training and capability development.

Skills

Operational leadership

Team development

Stakeholder management

Resource planning

Risk management

Job description

Case Team Lead – Medical Protection Society

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We are looking for an exceptional operational leader to join the leadership team within our pivotal Case Handling department, leading and inspiring colleagues to ensure we deliver a trusted, fair and high‑quality service for our members. This is a critical leadership role in which you will help shape performance, champion excellence and drive continuous improvement across the full case handling journey. You will bring not only operational expertise but also a strategic mindset to drive the service forward.

As a proven people leader, you will bring resilience, energy and a strong track record of leading high‑performing, multi‑disciplinary teams in a fast‑paced and demanding environment. You will be confident navigating complexity, managing risk and empowering colleagues to deliver outstanding outcomes for members.

If you are passionate about operational excellence, enhancing the member experience and developing people to be their best, this is an exciting opportunity to make a significant and lasting impact.

Medical Protection Society provided pay range

This range is provided by Medical Protection Society. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Medical Protection Society.

Main Responsibilities

• Provide strong operational leadership, driving high performance, engagement and a positive culture.
• Lead delivery against key performance indicators, quality standards and financial targets to ensure an effective and efficient case handling service.
• Collaborate with leaders across global teams to ensure best‑practice case handling and a seamless end‑to‑end member experience.
• Oversee resource planning, forecasting and budget management to optimise productivity, service levels and cost efficiency.
• Manage escalated informal complaints and complex cases, ensuring fair treatment, positive member outcomes and learning for continuous improvement.
• Foster a culture of risk awareness, compliance and quality, using quality assurance outcomes to coach, improve performance and influence policy/process improvements.
• Champion strategic and cultural change initiatives, supporting training, capability development and a strong internal talent pipeline.

The Ideal Candidate

• A proven, experienced people leader with substantial experience managing and developing teams in a high‑pressure, operational environment.
• Highly resilient, calm under pressure, and motivated by the challenge of leading in a fast‑paced, continuously evolving setting.
• Skilled in stakeholder management, with the ability to build strong relationships and collaborate across departments and geographies.
• Experienced in operational performance management, resource planning and driving efficiency improvements.
• Adept in coaching, mentoring and developing talent, with a commitment to creating an inclusive and supportive team environment.
• Strong background in customer or member service, with an unwavering focus on fair outcomes and service excellence.

Early applications are encouraged as we may close the job listing should we find the right candidate.

Seniority level

Associate

Employment type

Full‑time

Job function

Management and Strategy/Planning

Industries

Insurance and Non‑profit Organizations

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