Counselling Operations Manager ASEAN

About Lyra

Lyra 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.

Lyra Health Malaysia are looking for a Clinical Operations Manager to lead the ASEAN call centre operations. This will be a critical executive position, responsible for ensuring Lyra's clinical standards, network development, and service delivery are scalable, efficient, and aligned with our aggressive growth targets across the ASEAN region. This role is crucial for our ability to capture market share and deliver a best-in-class service experience. The successful individual will be based in Selangor, Malaysia and be required to work in the office 4 days per week and work from home 1 day per week.

Key Responsibilities

• Clinical Governance & Quality Assurance
• Champion and uphold Lyra’s global clinical standards and quality assurance framework within the Malaysian context
• Collaborate with the Lyra International Clinical Director and the Global Clinical Council to adapt and implement global clinical protocols and initiatives locally
• Oversee the development and implementation of local clinical policies and procedures in compliance with government guidelines
• Ensure robust mechanisms are in place for quality audits, clinical outcomes measurement, and continuous improvement of clinical service delivery

Call Centre Operations & Management (ASEAN)

Financial & Budget Management

Team Leadership & Development

Stakeholder & Client Management

Onsite Clinic Strategy & Oversight

Data Strategy & Reporting Oversight

Referral & Care Coordination Strategy

Requirements

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 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.

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