Operations Associate

Own and scale compliant, high-quality care operations by driving compliance & regulatory adherence, strengthening provider governance & supply, and building efficient, user-centric workflows.Key Responsibilities1. Market Compliance & Service Delivery GovernanceEnsure care delivery models are aligned with country-specific regulations, labour laws, and clinical practice requirements across all operating marketsTranslate local regulatory requirements into operational policies, provider guidelines, and service delivery workflowsPartner with Clinical, Legal, and People teams to operationalise market entry and ongoing compliance (e.g., provider classification, working models, documentation standards)Monitor adherence to market-specific requirements such as session formats, supervision norms, employment structures, and reporting obligationsProactively identify regulatory risks across markets and drive preventive or corrective actions to ensure uninterrupted service deliverySupport scaling into new markets by building compliance-ready operational frameworks that balance regulation, cost, and user experience2. SOP Strategy & Workflow DesignLead creation, standardisation, and optimisation of SOPs across the care lifecycleDrive adoption, enforcement, and continuous improvement of SOPsIdentify inefficiencies and redesign workflows to reduce manual effort and improve scalabilityPartner with Product/Tech to translate operational gaps into automation or feature requirementsBuild governance around SOP reviews, version control, and adherence audits3. Provider Quality & Performance GovernanceOwn provider quality tracking frameworks (e.g., audits, performance scorecards)Analyse performance trends and drive structured interventions (training, escalation, offboarding recommendations)Define and enforce service standards (SLA adherence, responsiveness, documentation quality)Partner with Engagement & clinical teams to improve provider performance while maintaining compliance standards4. User Experience & Service ReliabilityOwn identification and resolution of high-impact user experience gaps across the care journeyDesign and refine escalation and service recovery frameworksBalance user experience with compliance and operational feasibilityDrive improvements in experience metrics (resolution time, escalation rates, user feedback trends)5. Supply Planning & Clinic OperationsSupport clinic and in-person deployment planning by aligning provider supply with projected demand (rosters, utilisation, buffer capacity)Monitor and optimise supply health metrics (availability, utilisation, ENAS, no-show buffers) to ensure reliable service delivery6. Insights, Dashboarding & Continuous ImprovementSet up & manage operational dashboards (compliance, quality, SLA, supply-demand) ensuring accuracy and actionabilityTranslate data into insights and drive cross-functional alignment on improvement initiativesDrive efficiency and automation projects to improve quality and reduce manual effortContribute to leadership reporting (MBRs/QBRs) with clear insights, risks, and recommendationsRequirementsMust-HaveAt least 2 years of experience in operations, analytics, or planning rolesStrong operations mindset with attention to detail and structured process thinkingProficiency in Excel/Google Sheets (ability to analyse data, track metrics, and derive insights) & other dashboarding tools like Lookr studio, Metabase etc.Clear communication skills with the ability to translate operational insights into actionsExperience in SOP creation, workflow optimisation, or process improvement initiativesStrong cross-functional collaboration skills (experience working with Product, Clinical, or similar stakeholders)Comfortable working in fast-paced, ambiguous environments with evolving prioritiesGood-to-HaveExperience in healthcare, mental health, or other regulated/service-heavy industriesExposure to compliance, or regulatory-driven operationsExposure to automation or working with Product/Tech teams on workflow improvementsOriginally posted on Himalayas