Global Connect Direct Affiliate & Case Management Manager

About Lyra HealthLyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.Role OverviewThe Global Connect Direct Affiliate & Case Management Manager will oversee all daily operations of the centralised clinical case management teams and global direct affiliate network (GDAN) to improve quality and ensure maximum efficiency, productivity, and cost-effectiveness. This role requires an individual with strong vision to optimise workflows, technology, and staff performance to meet organisational goals and provide high-quality service.Remote Work: The individual is expected to have reliable backup power supply and a strong, stable WiFi connection as these are essential requirements for effectively performing in a remote capacity.Hours And FlexibilityWhile this is a full time Monday to Friday, 8 hour position, the nature of the work requires a degree of flexibility. The individual should be prepared to occasionally support meetings outside of standard working hours, given the global scope of the team and the 24 hour operational environment, supporting a 24/7/365 operation.Key ResponsibilitiesOperational Management: Develop, implement, and manage the day-to-day activities of the case management teams including direct affiliate handling, ensuring efficient service delivery that meets clinical standards and SLAsPerformance Monitoring: Set and monitor key performance indicators (KPIs), such as customer satisfaction (CSAT), clinical and SOP compliance. Use data analytics to identify trends and areas for continuous improvementTeam Leadership: Lead, coach, and mentor case management and co-ordinations staff. Conduct regular performance reviews, identify training needs, and foster a positive, motivating, and high-performance culture. This includes overseeing roll out of quality and compliance from GDANsQuality Assurance: Implement robust quality assurance measures to ensure all customer interactions meet the company's standards for quality and professionalism, particularly when managing sensitive or high-risk cases in the EAP contextWorkforce Optimisation: Manage staff scheduling, resource planning, and staffing levels to ensure efficient coverage and service deliveryBudgeting and Reporting: Assume responsibility for departmental budgeting, tracking expenses, and preparing insightful reports on performance for senior managementTechnology Utilisation: Ensure the effective use of Lyra’s technology (e.g. CRM, workforce management tools) and make recommendations for technological improvementsProblem Resolution: Act as a first point of escalation for complex customer complaints and for consults on difficult cases, especially those with significant clinical or emotional riskCross-team Relations: Build solid operational partnerships with the Lyra clinical and Operational teams (LGC Contact Centre, Contact Centre, Subsidiary case management teams, CRM dev teams, Clinical Governance) to ensure positive and mutually supportive handling of day to day handovers, referrals, enquiries and process/system improvementsPlease note: This job specification is not exhaustive and may be reviewed as the role developsMinimum Level Of Experience Required (including Any Industry-specific Experience)Education: A Master’s Qualification in Psychology, Social Work, or an Advanced Counselling qualification from a recognised tertiary education institution is requiredProfessional Registration: Must be registered with the HPCSA or SASCCP as psychologist/registered-counsellor or social workerExperience: A minimum of 5 years of working experience in mental health/EAP, with at least 2-3 years of demonstrated success acting in a leadership capacity within a clinical roleEAP Experience: Preference will be given to candidates with a proven background and extensive working experience within the Employee Assistance Program (EAP) or workplace mental health fieldTechnical Skills: Confident with technology and adopting new platforms. Experience with CRM and reporting tools is essentialInterpersonal Skills: Strong communication, leadership, and interpersonal skills are mandatory for both staff and client interactionAnalytical Abilities: A strong analytical mindset with the ability to interpret data, identify trends, and make data-driven decisionsProblem-Solving: Superior problem-solving and conflict-resolution abilities, especially under pressureLeadership Style: A hands-on leadership style, capable of motivating and developing a team in a demanding environment, and willing to “get-in-the-trenches” with the team if the need should ariseAdditional Experience: Experience working globally or across different countries and in partnership with other similar operations is considered an advantageIn accordance with the Employment Equity Act, preference will be given to suitably qualified candidates from designated groups, including persons with disabilities."We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law.By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra. We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR. Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives. If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form. This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice."We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.