Job Description

The Role:

As a T&S Care Account & Wellbeing Specialist, you will dedicate three days to providing direct clinical services and wellness program delivery at the assigned location. The remaining two days will be focused on executing operational and client management functions.

Key Responsibilities:

1. Onsite Clinical Service & Program Delivery.

• Provide onsite/in-person mental health counselling for clients/ employees.
• Report to the client’s office 3 days a week (9 am to 6pm)
• Develop and deliver on-site group sessions and workshops to promote mental health education, resilience, and awareness.
• Deliver New Hire Orientation sessions on resilience, stress triggers and management, and wellbeing resources available.
• Conduct workshops for managers on empathy and identifying distress in employees.
• Teach groups coping mechanisms related to the stressful and traumatic information they encounter.
• Ideate and conduct team-building activities and moderate peer group support sessions.
• Deliver customised training programs as per the requirements of the employee group in consensus with the wellness coordinator.

1. Care Account Management & Quality Oversight:

• Client Management & Reporting: Serve as the main clinical point of contact for assigned enterprise clients. Own the delivery and quality of monthly clinical reports and insights, track SLAs, and proactively address any gaps or risks. Attend client-facing meetings and support solutioning for special projects or critical incidents.
• Clinical Service Oversight: Manage transitions, escalations, and referrals for high-risk or complex cases. Co-develop and localise SOPs for country-specific delivery requirements. Coordinate various teams to refine workflows and client-facing experiences.
• Clinician Management & Quality: Act as the quality manager for assigned regional providers (counsellors and psychologists) on the non-onsite portion of the team. Monitor session quality, flag performance issues, provide developmental feedback, and conduct operational onboarding. Provide Clinical Supervision in group and individual settings.
• Cross-Functional Collaboration & Projects: Collaborate with other teams on improvements to service experience and workflows. Contribute to new program planning, pilot rollout, or clinical enhancement projects.

Who You Are:

• Educational Background:
• Masters degree in Counselling/ counselling psychology/ clinical psychology
• Registered with appropriate local governing body such as Lembaga Kaunselor Malaysia or Malaysian Society of Clinical Psychology
• Work Experience:
• Minimum 3 years of full time experience within the fields of counselling and psychotherapy post licensure.
• Experience in clinical operations, client relationship management, or case management would be an advantage
• Experience managing providers, preferably in a B2B, hospital, or EAP setting.
• Skills & Attributes:
• Ability to balance clinical quality and client satisfaction.
• Proficient in creating reports, analysing trends, and translating insights into actionable improvements.
• Comfortable working cross-functionally with commercial, tech, and product teams.
• Strong written communication and SOP drafting capability.
• Comfortable working autonomously, in a hybrid or remote setup, and travelling for client needs.

Requirements

• Masters degree in Counselling/ counselling psychology/ clinical psychology
• Minimum 3 years of full time experience within the fields of counselling and psychotherapy post licensure
• Registered with appropriate local governing body such as Lembaga Kaunselor Malaysia or Malaysian Society of Clinical Psychology
• Proficient in communicating in English
• Strong documentation and communication skills for SOPs, reports, and training.
• Confident in managing remote teams and being accountable for clinical quality delivery.
• Experience working in fast-paced or startup environments.