Senior Clinical Operations Manager

The Senior Clinical Operations Manager plays a pivotal role in ensuring exceptional delivery of clinical services to enterprise clients. This individual will work across onsite and virtual channels to provide case management, maintain service quality, and oversee regional clinicians.

1. Client Management & Reporting (30%)
   • Act as the main clinical point of contact for assigned enterprise clients.
   • Own the delivery and quality of monthly clinical reports and insights.
   • Track Service Level Agreements 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.
2. 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 Standard Operating Procedures for country-specific delivery requirements.
   • Coordinate various teams to refine workflows and client-facing experiences.
3. 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.
4. 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.

• Masters 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 Organisation – work in a diverse environment with people from nearly 20 countries.
• 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 and dedicated budget for clinical and psychiatric care.
• Socials and communities – regular non-work events/activities to connect and have fun together.