Operations Manager

About the role

We are seeking an experienced Operations Manager to lead the development of an integrated operational and administrative framework for our mental health and family counseling organisation, supporting growth and sustainability.

Key responsibilities

• Lead and develop the organisation’s operational and administrative processes.
• Review, develop, and manage contracts and agreements with therapists and service providers.
• Develop and document organisational policies, procedures, and operational manuals.
• Establish and monitor Key Performance Indicators (KPIs) and operational performance.
• Design the organisational structure and clarify roles to improve efficiency.
• Lead digital transformation initiatives and automate appointment scheduling and management.
• Oversee licensing, compliance, and regulatory requirements.
• Develop customer‑experience processes and measure client satisfaction.
• Create onboarding processes and protocols for new therapists.
• Establish business continuity plans to ensure uninterrupted service delivery.
• Manage institutional relationships with referral entities and strategic partners.
• Support online reputation management and institutional presence.
• Prepare operational reports and analysis to aid management decisions and future expansion.

Required profile

• Minimum 5 years of practical experience in operations management, preferably in healthcare or service‑based organisations.
• Proven ability to build systems and processes from the ground up.
• Experience in contract development and institutional relationship management.
• Familiarity with clinic management systems, automation, and digital transformation.
• Strong negotiation, people management, and problem‑solving abilities.
• Excellent organisational, analytical, and decision‑making skills.

Required skills

• Clinic management systems
• Automation
• Digital transformation

What we offer

• A key leadership role in developing and building the organisation’s operational and institutional framework.
• The opportunity to contribute to a significant organisational transformation and development phase.
• A professional work environment within the mental health and family counselling sector.