Counselling Operations Manager Asean

**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 delivered unmatched outcomes in terms of 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.

Lyra Health Malaysia are looking for a Clinical Operations Manager to lead the ASEAN call centre operations.

This will be a critical executive position, responsible for ensuring Lyra's clinical standards, network development, and service delivery are scalable, efficient, and aligned with our aggressive growth targets across the ASEAN region. This role is crucial for our ability to capture market share and deliver a best-in-class service experience.

The successful individual will be based in Selangor, Malaysia and be required to work in the office 4 days per week and work from home 1 day per week.

**Key Responsibilities**:

- **Clinical Governance & Quality Assurance**
- Champion and uphold Lyra’s global clinical standards and quality assurance framework within the Malaysian context.
- Collaborate with the Lyra International Clinical Director and the Global Clinical Council to adapt and implement global clinical protocols and initiatives locally.
- Oversee the development and implementation of local clinical policies and procedures in compliance with government guidelines.
- Ensure robust mechanisms are in place for quality audits, clinical outcomes measurement, and continuous improvement of clinical service delivery.

**Call Centre Operations & Management (ASEAN)**

- Hold strategic responsibility for the **ASEAN call centre operations**, ensuring seamless and high-quality service delivery.
- Establish and oversee operational protocols, performance metrics, and quality assurance for the call centre team.
- Identify and implement strategies to optimize call centre efficiency, including technology adoption and workflow improvements.
- Collaborate with teams to ensure the call centre effectively supports client and provider needs across all ASEAN markets.

**Financial & Budget Management**

- Hold ultimate responsibility for the clinical operations budget in Malaysia, ensuring effective resource allocation and cost management.
- Develop the overall budget strategy for clinical operations, aligning with business objectives and forecasting future needs.
- Monitor and analyze financial performance against budget, identifying and addressing any variances.
- Oversee all costs related to affiliate management, clinical service delivery, and the ASEAN call center operation, ensuring efficiency and value for money.

**Team Leadership & Development**

- Lead, mentor, and develop the Clinical Lead, Network Operations Manager, and the broader clinical operations team, fostering a high-performance and collaborative work environment.
- Set clear performance expectations, provide regular feedback, and conduct performance reviews for direct reports.
- Identify training and development needs for the clinical operations team to enhance their skills and knowledge.
- Promote a culture of continuous learning and professional growth within the clinical operations function.

**Stakeholder & Client Management**

- Build and maintain strong relationships with key stakeholders, including clients, partners, and internal teams (e.g., Commercial, Sales, Global Clinical).
- Provide strategic clinical input to business development and client servicing activities, supporting contract negotiations and renewals.
- Serve as a point of escalation for complex clinical issues and high-profile cases, working collaboratively with the Clinical Lead to ensure effective resolution.
- Represent Lyra’s clinical expertise in external forums and presentations as required.

**Onsite Clinic Strategy & Oversight**

- In collaboration with the global team, define the strategic approach for managing any onsite clinics in Malaysia.
- Provide high-level oversight for the clinical and operational aspects of onsite clinics, ensuring alignment with global standards and local needs.
- Collaborate with the Network Operations Manager on case management protocols, capacity monitoring, recruitment strategies, and customer engagement for onsite clinics.

**Data Strategy & Reporting Oversight**

- Establish the strategic direction for clinical data management, ensuring accuracy, confidentiality, and compliance.
- Oversee the development of key clinical operational metrics and management reporting frameworks.
- Analyze high-level trends and insights fr