Job Introduction
We have an exciting opportunity for an Operational Team Lead to join our Member Cases Team based in Ireland!
The Operational Team Lead role is crucial to our case handing services within Ireland. Through strong and robust leadership, you will lead a multidisciplinary team of 12 Case Handlers, which includes Medicolegal Consultants and Dentolegal Consultants, to ensure excellent delivery of our services and support for our Members.
Reporting into our Head of Delivery Services, the Operational Team Lead will foster strong relationships with leaders throughout the organisation, including Medico/Dento Legal Services, Governance and our UK Case Handling teams, to ensure an optimum service is being provided and best practice implemented.
About the Team/Day in the life
The ROI Cases team handles all non-claim medicolegal queries and requests for assistance from our members. Our services include providing advice and support on medicolegal or ethical queries, guidance in preparing statements for various court processes (such as inquests), assistance with handling complaints from patients, providing legal representation with cases before regulatory bodies (Irish Medical Council/ Irish Dental Council) and disciplinary proceedings. We provide support over the phone on a dedicated advice line, in addition to advice in writing. Our services also include instructing external solicitor firms where that type of representation is required. Our Medicolegal and Dentolegal Consultants also provide clinical input into our Claims Handling teams.
The Team Lead is responsible for ensuring cases are allocated correctly according to their technicality, time sensitivity and the capacity within the team as well as ensuring there is adequate cover for the advice line. As a team lead, operational management of employees involves monthly 1:1s and quarterly appraisals against our technical development frameworks, the MPS Values as well as Objectives (business, team and individual). The team lead has responsibility for assessing a colleague's performance against these measures continuously. As the ROI cases team is multidisciplinary, this role requires an ability to manage and lead a team of colleagues who are undertaking different types of work and be versatile in management style.
Role Responsibility
- Review and monitor operational performance metrics to ensure our best practice policy is being adhered to, and SLAs and objectives are being met
- Liaise with other team leads, teams and colleagues across the business as while our work is based in Ireland, collaboration with other MPS offices is essential
- Manage informal complaints escalated within the team in accordance with policy standards ensuring fair outcomes for members, protection of the membership fund and use all complaints or incidents as coaching opportunities for team members
- Lead the team to continuously improve ways of working and contribute to divisional / MPS-wide continuous improvement projects
- Analyse member feedback, complaints, outcome and quality assurance testing and other operational performance metrics to inform plans to improve the service we provide for members
- Ensure escalation routes for technical matters are followed in a timely manner and as prescribed which in turn ensures parity of outcomes for members;
- Minimise case and claims costs by proactively managing the team, challenging costs and invoices from all third party spend including external legal costs.
The Ideal Candidate
- Experience in leading, motivating and developing multi-disciplinary teams
- Strong operational management experience preferably in medical indemnity and /or insurance or other regulatory environment
- Strong customer service / member management background
- Ability to build relationships/ influence internal and external stakeholders
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.
Package Description
Alongside a competitive salary, you will also receive:
- Up to 15% discretionary annual bonus
- Annual performance-related pay review
- 11% pension contribution (3% from you, 8% from us - optional additional matched 3% contributions, e.g. 6% from you, 11% from us)
- 25 days annual leave plus flexible bank holidays (option to buy/sell additional 5 days)
- Private Medical Cover (up to €1,181.12 per year)
- Career development and progression opportunities - 22% of our vacancies in 2023 were filled internally
- A truly flexible hybrid-working arrangement (take a look below to find out more about how we work)
- A culture that promotes inclusivity, wellbeing and rewards hard work
- 6x salary death in service
- Employee Assistance Programme
- A range of shopping discounts from major high-street retailers
About the Company
How our Ireland Cases team work
We offer a truly-flexible hybrid working arrangement which is centred around ensuring our colleagues maintain a work-life balance. In addition, some of the team are located in the UK and so an ability to manage a team remotely would be beneficial. While technology allows us to collaborate effectively regardless of location, we know sometimes you can't beat being with your team in-person.
Depending on your home address, we would expect you to come to our Hub in Dublin, Ireland. We expect this to be once a week for Dublin based colleagues, once a month for Ireland-based individuals outside Dublin and approx 6 times per year for UK-based individuals. However, this can fluctuate throughout the year depending on our projects and current work and frequency of attendance can be discussed during your interview.