Care Operations Manager

As a Care Account Specialist, you will act as the key clinical operations representative for enterprise clients in your assigned regions. You will ensure exceptional delivery of clinical services across onsite and virtual channels, provide case management, maintain service quality, and oversee regional clinicians.

• Client Management & Reporting (30%)
  • You will serve as the main clinical point of contact for assigned enterprise clients.
  • Own the delivery and quality of monthly clinical reports and insights.
  • Track SLAs and proactively address any gaps or risks.
  • Attend client-facing meetings, facilitate escalations, and lead regular reviews.
  • Support solutioning for special projects such as Return-to-Work, critical incidents, and program deployments.
• Clinical Service Oversight (30%)
  • Ensure clinician rosters are filled and services delivered on time across onsite and virtual channels.
  • Manage transitions, escalations, and referrals for high-risk or complex cases.
  • Monitor clinical quality benchmarks for delivery operations, helpline, care navigation, and counselling teams.
  • Co-develop and localise SOPs for country-specific delivery requirements.
  • Coordinate various teams to refine workflows and client-facing experiences.
• Clinician Management & Quality (30%)
  • Be the people manager for assigned onsite or regional clinicians (counsellors and psychologists).
  • Monitor session quality, flag performance issues, and provide developmental feedback.
  • Conduct orientation and operational onboarding for new clinicians.
  • Align clinicians with internal clinical policies, ethics, and SOPs.
  • Coordinate reflective practice, peer case discussions, and alignment to organisational goals.
  • Provide Clinical Supervision in group and individual settings.
• 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.
  Requirements:
  • Master's Degree (or equivalent) in Counselling, Clinical Psychology, or related mental health disciplines is required.
  • Professional registration with a relevant counselling/psychology board is necessary.
  • At least 3–5 years of post-graduate clinical experience is expected.
  • Demonstrated experience in clinical operations, client relationship management, or case management is preferred.
  • Experience managing clinicians, preferably in a B2B, hospital, or EAP setting is desired.
  • The ability to balance clinical quality and client satisfaction is crucial.
  • Proficient in creating reports, analysing trends, and translating insights into actionable improvements is essential.
  • Comfortable working cross-functionally with commercial, tech, and product teams is vital.
  • Strong written communication and SOP drafting capability is necessary.
  • Comfortable working autonomously, in a hybrid or remote setup, and travelling for client needs is preferred.
  What We Offer
  • A diverse work environment with a global company.
  • A generous leave policy and offer time off to rest and recharge.
  • A company-wide break during Christmas, separate from annual leave.
  • Birthday leave to enjoy a day off on your birthday.
  • Quarterly mental health days, one day off every quarter to focus on your wellbeing.
  • Flexible work arrangements to suit your lifestyle and goals.
  • Value on work-life balance and long-term wellness.
  • Medical coverage for peace of mind.
  • A performance bonus for high performance.
  • An annual development budget to support your professional development.
  • Mental health support including premium coaching access to our mental health app and resources, dedicated budget for clinical and psychiatric care.