Head of Operations - Trust & Safety

REBEL is one of the largest Health & Wellness communities in the world with 500,000+ members in 100+ countries. We're changing the game through industry leading Employee Wellbeing and Trust & Safety programs adopted by the largest companies in the world as Accenture, Netflix and P&G.
We are health and wellbeing advocates and believe that everyone - from our team to our customers - has the potential to become the best version of themselves.

The role
We’re looking for a highly motivated Head of Operations with a focus on Trust & Safety to work directly with the founders and our teams to manage operations for REBEL’s team's of Wellbeing & Resiliency Coaches.
You will be responsible for the day to day operations of a growing team of Mental Health Professionals across multiple locations within the Philippines. You will ensure the highest levels of service delivery, manage with empathy & efficacy, and maintain compliance with industry standards—ultimately driving positive change and results for our clients.

Responsibilities
Daily Operations
Ensure Operations run smoothly resulting in 1:1 Check-ins, 1:1 Counselling and Group Sessions being conducted on time and to the highest quality
Be the POC for any ad-hoc issues and concerns that may arise due to client questions, team leaves or employee related issues
Ensure all policies and processes are followed to meet client requirements
Ensure all mental health services comply with industry standards, legal regulations, and unique client requirements.

People Management
Manage a team of 30+ (and growing) Mental Health Professionals across multiple locations, both onsite and online
Ensure excellent team performance to deliver results, punctuality & professionalism
Be responsible for administrative tasks associated with managing a team
Build a strong team culture with high retention, working closely with our recruitment team to ensure top quality candidates

Client Relationship Management
Act as the primary point of contact for operational concerns with clients regarding Trust & Safety programs
Build strong relationships with all key client stakeholders

Crisis Management
Be the POC for crisis related concerns and to help triage with REBEL's EAP team
Co-ordinate between Wellbeing Coaches, Clients & Employees during crises to ensure the correct processes and documentation are followed

Reporting & Performance
Drive improvement in key metrics including utilisation & satisfaction
Be responsible for sharing daily, weekly, monthly & quarterly reporting for all Operation related metrics internally
Be responsible for sharing monthly & quarterly reports with Trust & Safety clients as well as ad-hoc requests

Qualifications
Demonstrated experience in Trust & Safety Wellbeing Programs and EAP, working with Wellbeing Coaches & Psychologists, mental health services, or a related field.
Preferred experience with a background in a BPO setting
Background in Mental Health, ideally a licensed Psychologist
A results-driven mindset with a passion for making a tangible impact on people’s lives.
Extremely high responsiveness and initiative, never letting problems occur without taking action.
Strong organisational skills and structure to keep track of key metrics and priorities
A data-driven approach in everything you do
Comfort working in a high-growth, fast-paced environment, with a “don’t stop until we win” mindset.
An openness to feedback and a willingness to continuously develop and improve.

Benefits
💵 A competitive package
🏡 A flexible approach to working remotely
🏋️ Free Personal Coaching (Mental and Physical) to support with health & wellness goals
🤗 Monthly team social events (virtual + in-person)
🏃‍♀️ Have a positive impact on the world by helping millions of people live healthier lives
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