Operations Team Leader, Edinburgh/Leeds

We are seeking a dynamic and experienced operational manager to provide strong leadership across our claims handling function. This is a pivotal role focused on delivering a high-quality, trusted claims service that ensures fair outcomes for our members, while optimising team performance against service, quality, and financial targets. The role leads both directly and indirectly, fostering a culture of accountability, collaboration, and continuous improvement.

We are looking for a resilient and emotionally intelligent leader with experience of guiding teams through change and challenge with energy and enthusiasm, while maintaining a clear strategic perspective. This role works closely with stakeholders across the wider business to help shape and enhance the end-to-end claims journey, ensuring best practices are embedded and service excellence is consistently achieved.

This role offers the opportunity to influence both operational performance and cultural development, building engaged, high-performing teams while contributing to wider organisational priorities. It plays a key role in developing talent, driving innovation, and ensuring governance, risk, and compliance standards are upheld.

We are looking to progress this recruitment swiftly and will review applications on a rolling basis, so early applications are encouraged.

• Lead and support a high-performing Claims Handling team, ensuring strong results across service, quality, and financial targets
• Collaborate with colleagues across the business to improve the end-to-end claims journey and embed best practice
• Resource planning through effective forecasting, trend analysis, and productivity management
• Drive cost control by proactively managing claims spend and challenging third-party costs and supplier performance
• Handle escalated member complaints fairly and consistently, using insights to improve team performance
• Drive continuous improvement to enhance efficiency and deliver better member outcomes
• Create an inclusive, high-performing team environment that supports engagement, development, and future talent
• Ensure adherence to governance, risk frameworks, and regulatory requirements, embedding a strong risk-aware culture

• Proven operational leader with strong experience managing multi-disciplinary teams
• Demonstrates emotional intelligence, resilience, and the ability to lead effectively through change
• Skilled coach with a passion for developing people and building high-performing teams
• Strong stakeholder management skills with the ability to build effective internal and external partnerships
• Experience in resource planning, performance management, and driving operational efficiency
• Background in customer or member-focused environments with a commitment to service excellence
• Strategic thinker with the ability to balance day-to-day operations with long-term objectives

Alongside a competitive salary, you will also receive:

• Discretionary on-target bonus of 10%. Up to a max 20% 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)
• 25 days annual leave. Flexible public holidays and option to buy/sell additional leave
• Private Medical Cover
• Car Salary Sacrifice scheme
• 6x salary death in service
• Holistic health and wellbeing support package
• A truly flexible hybrid-working arrangement
• A culture that promotes inclusivity, wellbeing and rewards hard work