Clinical Operations Manager

This position plays a pivotal role in delivering exceptional clinical services to enterprise clients across various regions.

You will act as the primary point of contact for assigned clients, ensuring seamless delivery of Intellect's clinical operations and maintaining service quality.

Key responsibilities include client management and reporting, clinical service oversight, clinician management and quality, and cross-functional collaboration and projects.

• Client Management & Reporting (30%)
  • 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 (e.g., Return-to-Work, critical incidents, 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.

• 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.

• Global Work Environment – work in a diverse environment with people from nearly 20 countries.
• Generous Leave Policy – time off to rest and recharge.
• 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 & dedicated budget for clinical and psychiatric care.
• Social Activities – regular non-work events/activities to connect and have fun together.

This company offers a dynamic and supportive environment that fosters growth and well-being.

We value work-life balance, diversity, and inclusion, and strive to create a workplace culture that supports these values.

If you're passionate about delivering exceptional clinical services and making a meaningful impact, we encourage you to apply for this exciting opportunity.