* Edinburgh (hybrid)
* Permanent
* Full time
* £45,000+ DOE plus excellent benefits
Make a meaningful impact to our Cases department
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.
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.