Process Improvement Lead responsible for optimizing business processes at Byline Bank. Working with cross - functional teams to deliver measurable improvements in operational excellence.
About the role
- Helpline Operations Lead overseeing Intellect’s helpline and crisis intervention services. Responsible for planning, service delivery, and continuous improvements in operational excellence.
Responsibilities
- The Helpline Operations Lead oversees Intellect’s helpline and crisis intervention services from strategy to execution, directly managing both Helpline & Ranger Operations teams to drive effective planning, seamless service delivery, and continuous improvement.
- This role is responsible for leading efforts to strengthen helpline readiness, service reliability, and quality at scale.
- Build and maintain a resilient and high-performing ranger workforce, and advance operational excellence through insights, governance, and best practices.
Requirements
- At least 5-6 years of direct experience in operations or service delivery leadership role, preferably in healthcare, mental health, EAP, crisis services
- Clinical experience in crisis intervention management is preferable but not mandatory
- Proven experience leading teams and managing complex, multi-stakeholder operations
- Strong analytical skills with demonstrated ability to leverage data to drive quality, performance, and operational decisions
- Expertise in SLA management, quality frameworks, and continuous improvement initiatives
- Excellent stakeholder management and communication skills, including cross-functional collaboration across stakeholders at all levels
- Ability to provide decisive leadership and support in fast-paced, high-stakes 24/7 operational environment, stepping in to manage escalations and critical issues as they arise
- Experience with workforce planning, capacity management, or large-scale service operations is a strong advantage
- Proficiency in data analysis and reporting, with the ability to lead data-driven initiatives that enhance service quality
- Strong problem-solving skills and a proactive approach to resolving complex operational challenges
- Excellent project and stakeholder management skills, with proven ability to manage multiple priorities, meet deadlines, and drive operational excellence
- Ability to thrive in a dynamic and rapidly changing environment, adapting to new challenges and operational needs
- Fluent in English and local language, both written and spoken
Benefits
- **Why You’ll Love Working With Us:**
- **Global company** – 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 & dedicated budget for clinical and psychiatric care
- **Socials** **and communities **– regular non-work events/activities to connect and have fun together
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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