Head of Operations

2 weeks ago

Manila, Philippines REBEL Full time

REBEL Manila, National Capital Region, Philippines Head of Operations – Trust & Safety We’re looking for a highly motivated Head of Operations with a focus on Trust & Safety to work directly with the founders and our teams to manage operations for REBEL’s team of Wellbeing & Resiliency Coaches. You will be responsible for the day‑to‑day operations of a growing team of Mental Health Professionals across multiple locations within the Philippines. You will ensure the highest levels of service delivery, manage with empathy & efficacy, and maintain compliance with industry standards—ultimately driving positive change and results for our clients. Responsibilities Daily Operations Ensure operations run smoothly resulting in 1:1 Check‑ins, 1:1 Counselling and Group Sessions being conducted on time and to the highest quality Be the POC for any ad‑hoc issues and concerns that may arise due to client questions, team leaves or employee related issues Ensure all policies and processes are followed to meet client requirements Ensure all mental health services comply with industry standards, legal regulations, and unique client requirements. People Management Manage a team of 30+ (and growing) Mental Health Professionals across multiple locations, both onsite and online Ensure excellent team performance to deliver results, punctuality & professionalism Be responsible for administrative tasks associated with managing a team Build a strong team culture with high retention, working closely with our recruitment team to ensure top quality candidates Client Relationship Management Act as the primary point of contact for operational concerns with clients regarding Trust & Safety programs Build strong relationships with all key client stakeholders Crisis Management Be the POC for crisis related concerns and to help triage with REBEL's EAP team Co‑ordinate between Wellbeing Coaches, Clients & Employees during crises to ensure the correct processes and documentation are followed Reporting & Performance Be responsible for sharing daily, weekly, monthly & quarterly reporting for all Operation related metrics internally Be responsible for sharing monthly & quarterly reports with Trust & Safety clients as well as ad‑hoc requests Qualifications Demonstrated experience in Trust & Safety Wellbeing Programs and EAP, working with Wellbeing Coaches & Psychologists, mental health services, or a related field. Preferred experience with a background in a BPO setting Background in Mental Health, ideally a licensed Psychologist A results‑driven mindset with a passion for making a tangible impact on people’s lives. Extremely high responsiveness and initiative, never letting problems occur without taking action. Strong organisational skills and structure to keep track of key metrics and priorities A data‑driven approach in everything you do Comfort working in a high‑growth, fast‑paced environment, with a “don’t stop until we win” mindset. An openness to feedback and a willingness to continuously develop and improve. A flexible approach to working remotely ️ Free Personal Coaching (Mental and Physical) to support with health & wellness goals

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