
Clinical Operations Manager
1 day ago
The role of a Clinical Operations Manager is to oversee the delivery of clinical services across multiple regions. This involves ensuring that all clients receive exceptional service and that quality standards are met.
- Client Management & Reporting (30%):
- Serve as the main point of contact for assigned clients, own the delivery and quality of monthly reports, track SLAs, attend client-facing meetings, facilitate escalations, and lead regular reviews.
- Clinical Service Oversight (30%):
- Manage clinician rosters, services delivered on time, monitor clinical quality benchmarks, co-develop SOPs, coordinate various teams to refine workflows, and client-facing experiences.
- Clinician Management & Quality (30%):
- Be the people manager for clinicians, monitor session quality, flag performance issues, provide developmental feedback, conduct orientation, operational onboarding, align clinicians with internal policies, ethics, and SOPs, coordinate reflective practice, peer case discussions, and alignment to organisational goals.
- Cross-Functional Collaboration & Projects (10%):
- Collaborate with other teams on improvements to service experience and workflows, contribute to new program planning, pilot rollout, or clinical enhancement projects, engage in cross-country best practice exchange, and maintain regional alignment.
Qualifications & Skills
- Master's Degree (or equivalent) in Counselling, Clinical Psychology, or related mental health disciplines.
- Professional registration with a relevant counselling/psychology board.
- At least 3–5 years of post-graduate clinical experience.
- Demonstrated experience in clinical operations, client relationship management, or case management.
- Experience managing clinicians, preferably in a B2B, hospital, or EAP setting.
- Ability to balance clinical quality and client satisfaction.
- Proficient in creating reports, analysing trends, and translating insights into actionable improvements.
- Comfortable working cross-functionally with commercial, tech, and product teams.
- Strong written communication and SOP drafting capability.
- Comfortable working autonomously, in a hybrid or remote setup, and travelling for client needs.
Why You'll Love Working With Us
- Global work environment.
- Generous leave policy – time off to rest and recharge.
- Christmas week off – company-wide break during Christmas, separate from annual leave.
- Birthday leave – enjoy a day off on your birthday.
- Quarterly mental health days – one day off every quarter to focus on your wellbeing.
- Flexible work arrangements – work in a way that suits your lifestyle and goals.
- Work-life balance – a culture that values personal time and long-term wellness.
- Medical coverage – comprehensive insurance for peace of mind.
- Performance bonus – high performance is recognised and rewarded.
- Development budget – annual allowance to support your professional development.
- Mental health support – premium coaching access to our mental health app and resources.
- Social activities – regular non-work events/activities to connect and have fun together.
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