Associate Director designing and improving third party management processes in Global Clinical Operations. Ensuring compliance and efficiency in clinical operations objectives.
About the role
- Ensure the Support Line is adequately resourced, staffed, and supported to meet demand and deliver a seamless service and to be heavily involved in capacity planning for changes in seasonal demand or in preparation for new customer contracts.
- Manage daily operations in conjunction with Operations Manager, making real-time decisions to maintain service continuity, performance and high clinical utilisation of the counsellors who are working in this function.
- Monitor and manage operational KPIs, with the support of the quality team, including call answer times, response rates, risk management outcomes, and client satisfaction levels.
- Analyse performance data to identify trends, challenges, and areas for service improvement.
- Implement action plans to address any performance gaps and ensure contractual commitments are met.
- Ensure compliance with safeguarding, confidentiality, and data protection requirements.
- Participate in the Out of Hours On-Call rota, providing clinical advice and escalation support in line with risk management and duty of care procedures.
Requirements
- Accredited with BACP, UKCP, BABCP or equivalent professional body.
- Significant post-qualification counselling/psychotherapy experience, including telephone-based support.
- Demonstrable experience in operational or clinical management within an EAP, helpline, or counselling environment.
- Proven track record of delivering services against KPIs and quality standards.
- Strong leadership skills
- Experience designing and delivering induction, training, and performance development programmes.
Benefits
- **What we offer**
- Ongoing training and support
- Opportunities for career progression
- Company Pension scheme
- Life Insurance
- Access to HealthHero healthcare services, including Private 24/7 GP service and Employee Assistance Programme
- 28 days holiday (inclusive of UK bank holidays)
- Pizza lunches and free snacks
- Free parking
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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