Counselling Operations Manager

About Lyra Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 peer‐reviewed studies, and achieved unmatched outcomes in access, clinical effectiveness, and cost efficiency. Extensive peer‐reviewed research confirms Lyra's transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life‐changing mental health care through Lyra Empower, the only fully integrated, AI‐powered platform combining the highest‐quality care and technology solutions. Counselling Operations Manager The Counselling Operations Manager is pivotal in managing and enhancing clinical operations across Singapore, ensuring alignment with local regulations and Lyra's global standards. This role is instrumental in driving operational excellence, enhancing service delivery, and maintaining compliance within the Singaporean healthcare framework. The manager will lead local clinical operations in collaboration with key stakeholders, guide initiatives for quality assurance, data integrity, and effective management of clinical operations partnerships to optimise patient outcomes and customer satisfaction. Key Responsibilities Develop and maintain a strong network of affiliates in Singapore to enhance service capabilities and meet customer demands. Ensure the clinical operations team onboard, train, and continuously support new affiliates and clinical teams, reinforcing Lyra's standards and local compliance. Manage referrals from the regional call centre and hand‐over processes. Ensure the call centre team is up to date on developments and protocols in Singapore and manages relationships between key call centre stakeholders. Monitor and manage all costs and compliance related to affiliate management, including contract preparation, implementation and monitoring. Maintain strategic relationships with psychiatrists and allied health professionals to ensure that Lyra Singapore has appropriate psychiatric pathways for higher acuity of care. Oversee adherence to all local and international clinical protocols, standards, and procedures in collaboration with key stakeholders. Implement and maintain rigorous quality assurance processes to ensure compliance with healthcare regulations and standards. Support the team to ensure that clinical services are delivered in line with Lyra global standards and within the SLAs of customers. Manage the accuracy and confidentiality of clinical data within the organisational database, ensuring all records are current and precise. Support in managing high‐profile and complex clinical cases, ensuring they are handled with the utmost professionalism and in line with best practices. Drive the team to conduct case reviews for compliance with internal standards of operations to ensure service quality. Remain responsible for counsellor productivity, write case assignment guidelines, and assist with projects as required (e.g., consulting, report writing, ad‐hoc client company requests). Analyse operational workflows and provide strategic management reports and metrics to enhance decision‐making and operational adjustments. Lead initiatives to align local operations with global practices, adapting processes to meet regional needs. Manage the clinical operations team budget, ensuring that the budgeting process accurately reflects the operations' needs and that the budget is adhered to in the financial year, managing core operating costs in an efficient manner. Collaborate with global clinical & operations teams to ensure cohesive service delivery. Engage in business development and client servicing activities to support customer contract negotiations and renewals. Provide support and coordinate with all stakeholders in the business in relation to clinical matters, for example supporting admin staff or in‐moment counsellors. Work in collaboration with commercial and other sales functions to grow revenue, develop innovative products and build the Lyra brand. Work with the global team to directly manage any onsite clinics that are part of our service offering to our customers, including case management, capacity monitoring, recruitment and customer engagement. It will also include developing locally relevant clinical and operational protocols that align to global standards. Requirements Minimum of a Master's qualification as a Psychologist or a Counsellor. Minimum of 5 years of working clinical experience. Extensive experience in clinical operations management within Singapore or similar regulatory environments. Strong leadership qualities with the ability to motivate and guide teams. In‐depth knowledge of Singapore's healthcare regulations and service standards. Excellent problem‐solving, communication, and interpersonal skills. Commitment to maintaining the highest levels of clinical governance and patient care. We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law. By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra. We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR. Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives. If you are a California resident and would like to limit how we use this information, please use the "Limit the Use of My Sensitive Personal Information" form. 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