Job Description

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