Senior Clinical Operations Specialist

We are seeking a skilled and experienced Senior Clinical Operations Specialist to join our team. As a key member of our operations team, you will be responsible for ensuring the exceptional delivery of clinical services across onsite and virtual channels.

Your primary focus will be on client management and reporting, ensuring that our clients receive high-quality services that meet their expectations. You will also oversee regional clinicians, monitor service quality, and develop and implement operational strategies to improve our services.

To succeed in this role, you must have a Master's degree in Counselling, Clinical Psychology, or a related mental health discipline. You should also have at least 3-5 years of post-graduate clinical experience and a strong track record of managing clinicians and leading cross-functional teams.

You will be responsible for creating reports, analysing trends, and translating insights into actionable improvements. You should be comfortable working autonomously and collaboratively as part of a hybrid or remote setup.

1. 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).

• 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.

• 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.

• 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 Company Culture: 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.
• Mental Health Support: Premium coaching access to our mental health app and resources.
• Performance Bonus: High performance is recognised and rewarded.
• Development Budget: Annual allowance to support your professional development.

• Regular non-work events/activities to connect and have fun together.