Own and scale compliant, high-quality care operations by driving compliance & regulatory adherence, strengthening provider governance & supply, and building efficient, user-centric workflows.
Key Responsibilities
1. Market Compliance & Service Delivery Governance
- Ensure care delivery models are aligned with country-specific regulations, labour laws, and clinical practice requirements across all operating markets
- Translate local regulatory requirements into operational policies, provider guidelines, and service delivery workflows
- Partner with Clinical, Legal, and People teams to operationalise market entry and ongoing compliance (e.g., provider classification, working models, documentation standards)
- Monitor adherence to market-specific requirements such as session formats, supervision norms, employment structures, and reporting obligations
- Proactively identify regulatory risks across markets and drive preventive or corrective actions to ensure uninterrupted service delivery
- Support scaling into new markets by building compliance-ready operational frameworks that balance regulation, cost, and user experience
2. SOP Strategy & Workflow Design
- Lead creation, standardisation, and optimisation of SOPs across the care lifecycle
- Drive adoption, enforcement, and continuous improvement of SOPs
- Identify inefficiencies and redesign workflows to reduce manual effort and improve scalability
- Partner with Product/Tech to translate operational gaps into automation or feature requirements
- Build governance around SOP reviews, version control, and adherence audits
3. Provider Quality & Performance Governance
- Own provider quality tracking frameworks (e.g., audits, performance scorecards)
- Analyse performance trends and drive structured interventions (training, escalation, offboarding recommendations)
- Define and enforce service standards (SLA adherence, responsiveness, documentation quality)
- Partner with Engagement & clinical teams to improve provider performance while maintaining compliance standards
4. User Experience & Service Reliability
- Own identification and resolution of high-impact user experience gaps across the care journey
- Design and refine escalation and service recovery frameworks
- Balance user experience with compliance and operational feasibility
- Drive improvements in experience metrics (resolution time, escalation rates, user feedback trends)
5. Supply Planning & Clinic Operations
- Support clinic and in-person deployment planning by aligning provider supply with projected demand (rosters, utilisation, buffer capacity)
- Monitor and optimise supply health metrics (availability, utilisation, ENAS, no-show buffers) to ensure reliable service delivery
6. Insights, Dashboarding & Continuous Improvement
- Set up & manage operational dashboards (compliance, quality, SLA, supply-demand) ensuring accuracy and actionability
- Translate data into insights and drive cross-functional alignment on improvement initiatives
- Drive efficiency and automation projects to improve quality and reduce manual effort
- Contribute to leadership reporting (MBRs/QBRs) with clear insights, risks, and recommendations
Requirements
Must-Have
- At least 2 years of experience in operations, analytics, or planning roles
- Strong operations mindset with attention to detail and structured process thinking
- Proficiency in Excel/Google Sheets (ability to analyse data, track metrics, and derive insights) & other dashboarding tools like Lookr studio, Metabase etc.
- Clear communication skills with the ability to translate operational insights into actions
- Experience in SOP creation, workflow optimisation, or process improvement initiatives
- Strong cross-functional collaboration skills (experience working with Product, Clinical, or similar stakeholders)
- Comfortable working in fast-paced, ambiguous environments with evolving priorities
Good-to-Have
- Experience in healthcare, mental health, or other regulated/service-heavy industries
- Exposure to compliance, or regulatory-driven operations
- Exposure to automation or working with Product/Tech teams on workflow improvements
