ASSOCIATE DIRECTOR – PSYCHOLOGICAL SERVICES (OPERATIONS)
Work Location –Remote (Hyderabad Preferred)
Career Level: Senior Management
Travel Required: Yes (30%)
Under the direction of the Head of Psychological Services, the Associate Director – of Psychological Services manages the Operations at Silver Oak Health. This position combines customer & people management, strategic development, implementation, and evaluation of well-being programs for employees who work in the content moderation space, with experience in assessments, interventions, and counselling. The candidate must have a passion to work in a corporate environment, with a proven ability to mentor a team of talented therapists through training, and supervision. The candidate will be responsible for overseeing the overall processes of our clients ensuring that SOW meets and exceeds professional standards.
This is a full-time position; the candidate can work remotely. The candidate will report to the Head of Psychological Services of Silver Oak Health.
People Management:
Responsible for Hiring, Managing, Mentoring, Coaching, and Conflict resolution, across the teams.
Overseeing the performance evaluation and feedback process.
Promoting a culture of positivity, building overall morale for the team.
Ensuring the delivery of programs are met as per the customer expectations with the strategic planning and communication
Ensure the counsellors meet the requirement of qualifications, experience, certifications etc as per the Statement of Work (SOW) for each customer, where applicable
Ensuring on time, note keeping and accurate cloud notes entries and devise measures to develop compliance
Provide evidence-based clinical supervision for counsellors for individual cases / high risk cases
Monitoring and providing support and supervision for counselors as required
Customer Management:
Oversee the end-to-end operations for multiple customers within the COMO teams.
Proactively planning the well-being programs along with the c with the customers through frequent interactions and expectation setting with the customer SPOCs.
Periodic review of the well-being programs and making tweaks if needed along with the Clinical Supervisors.
Dealing with customers’ escalations/queries promptly and effectively with less TAT.
Ensuring and establishing a good rapport with customer SPOCs/stakeholders to enable the smooth delivery of services.
Program Management:
Responsible for developing and implementing well-being programs as per customer requirements along with clinical supervisor, wellness coaches and others.
Overseeing and managing critical processes and periodic reporting to the stakeholders/SPOCs.
Coordinate and spearhead internal and external audits with adequate process documents and mitigation plans in place along with the SOH HR Team.
Ensure compliance with the Statement of Work (SOW) for each customer.
Monitoring and bridging gaps in reducing call drops or abandoned calls to ensure maximum effectiveness of the helpline team.
Work with the Q&A team to ensure our program delivery meets the customer expectations as per the SOW.
MIS/Reports:
Responsible for overseeing weekly and monthly reports on program delivery as per customer requirements.
Providing insights and recommendations on all the program delivery to respective stakeholders.
Ensuring complete adherence to the Cloud Notes tool etc. for capturing information.
Making sure that the teams are adhering to the SOH and client’s protocols.
Education Qualification:
Must have 15+ years of experience in operations, service delivery, and client management.
Must have skills like Operations Management, Coaching, People Management, and Management Information Systems (MIS).
Must have master's degree from a recognised university (any discipline)
Good to have certifications in Six Sigma, Lean Six Sigma, PMP etc.
