Global Connect Direct Affiliate & Case Management Manager

Global Connect Direct Affiliate & Case Management Manager

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.

Role Overview

The 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 Flexibility

While 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.

Key Responsibilities

• Operational 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 SLAs.
• Performance Monitoring : Set and monitor key performance indicators (KPIs), such as customer satisfaction (CSAT), clinical and SOP compliance, and use data analytics to identify trends and areas for continuous improvement.
• Team Leadership : Lead, coach, and mentor case management and coordination staff; conduct regular performance reviews, identify training needs, and foster a positive, motivating, and high‑performance culture; oversee rollout of quality and compliance from GDANs.
• Quality 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 context.
• Workforce Optimisation : Manage staff scheduling, resource planning, and staffing levels to ensure efficient coverage and service delivery.
• Budgeting and Reporting : Assume responsibility for departmental budgeting, tracking expenses, and preparing insightful reports on performance for senior management.
• Technology Utilisation : Ensure the effective use of Lyra's technology (e.g., CRM, workforce management tools) and make recommendations for technological improvements.
• Problem 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 risk.
• Cross‑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 improvements.

Minimum Level Of Experience Required (including Any Industry‑specific Experience)

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.

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