Disruptive Events and Critical Incidents - Senior Manager
United Kingdom
Clinical Ops – Client Services /
Full-time /
Remote
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.
The growing volume and rate of disruptive events impacting our market and our clients globally (including Organisation Change, Natural Disasters, and Political Unrest/War etc.) have seen Organisations turning more and more towards their Mental Health and Wellbeing Providers for guidance and for best-practice programmes to support their workforces and respond effectively (and sometimes proactively) to the heightened stress and anxiety these events elicit within workplaces and homes.
Lyra Health International is looking for an industry-experienced clinician to take a lead in this space by recruiting for a Senior Manager.
Responsibilities
- Proactively build Mental Health programmes, packages, and products for Workplace Disruptive Events and Critical Incidents that meet differentiate Lyra from competitors.
- Take lead as Lyra project manager, best-practice clinical advisor, and liaison (internal and client facing liaison where needed) when significant and major international Mass Trauma and Disruptive Events occur.
- Confidently represent Lyra to our customers and partners and the broader industry as a subject-matter expert in the field of Mental Health support for Workplace Disruptive Events and Critical Incidents.
- Oversee our Critical Incident Operation at a strategic level, ensuring it is well positioned to deliver on specialised programmes as well as day to day Client Critical Incident demands.
- Address service gaps, inefficiencies, financial and commercial needs, and quality concerns, in the DE&CI Services team and oversee solutions or improvement plans that are implemented. Where needed, support directly with complex or challenging CI demands from key customers, and become more involved where complaints have been escalated or where sensitive contexts demand a more senior leader to take control.
- At times, represent Lyra’s DE&CI products and approaches to customers in sales pitches and at onboarding for strategic opportunities and with senior management and benefits leaders where required.
- Act with urgency, agency, and flexibility in the face of global mass trauma events to ensure: Lyra’s immediate response plan is swift and sound. All internal stakeholders that need to advise and be advised have been consulted (e.g. Crisis Committee, impacted local Operations, Exco, CS Channels). A project plan is developed and Lyra’s response plan is communicated to clients via CS/other. This plan includes formal support options to HR for Lyra staff and providers that may also be impacted and in need of added support. Case studies are recorded for future BD opportunities
Qualifications
- Minimum of a master’s Qualification as a Psychologist / Counsellor or equivalent qualification.
- Registration with the specific psychological / counselling board in your respective country.
- Minimum of 10 years working experience with Employee Wellbeing and/or Critical Incident Support to Organisations, and at least some of these years in a people-leadership position.
- Be able to demonstrate excellent understanding of various trauma and disruptive events theory and paradigms.
About You
- Strong leadership, strong project management, strong problem solving
- Ability to effectively hold multiple lenses in mind when working with and designing for DE&CI: Clinical/ethical, Operational, Commercial, and Customer-centric
- Excellent customer-facing manner and confident, clear communicator with experience working with and presenting to large and/or senior audiences. This includes the ability to read the conversation and adapt in the moment in the best long term interests of Lyra
- Computer literacy & comfort adopting new tools and technologies - Competent working with research, data and metrics and using these to inform strategy and design
- Strong Clinical competency in trauma and Critical Incident work and able to communicate recommendations articulately
- Good time and deadline management and able to hold others accountable in supportive way
- Ability to work well under pressure and with very tight time constraints (including comfort with sudden change of plans and priorities)
- Sound relationship-builder and able to do this across multiple countries and cultures in a way that ensures ongoing respect and good will is maintained between different parties, even during challenging discussions
- Able to take feedback and criticism and use it helpfully for growth, and able to provide it with the same intent
"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."
The benefits available to those located in the UK. will be consistent with UK law and may vary from those located in other countries. Benefits will be provided in a manner consistent with applicable law.
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.
