Global EAP Operations Lead

UnitedHealth Group; Dublin; Hybrid; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work model

Development opportunities

Job summary

UnitedHealth Group's Optum division seeks an EAP Operations Manager in Ireland for a 2-year fixed-term contract. The role leads a large team of counsellors and wellbeing professionals, ensuring contractual commitments, KPIs, SLAs and client outcomes are met.

You will oversee workforce planning, governance, and continuous improvement while partnering with client stakeholders to drive service growth and retention.

Qualifications

• Degree in Counselling, Psychology, Social Work, Business Management, Healthcare Management, or related discipline.
• Proven significant people leadership experience managing large teams.
• Demonstrated experience leading Team Leads, counsellors, or professional service teams.
• Proven experience managing operational performance against KPIs, SLAs, and contractual requirements.
• Proven experience in workforce planning, staffing models, capacity management, and resource optimization.
• Proven experience managing client relationships within service delivery environments.

Responsibilities

• Lead, coach, develop, and performance manage a large team of counsellors and wellbeing professionals.
• Ensure delivery of all contractual commitments, KPIs, SLAs, and client performance expectations.
• Monitor service delivery metrics and address performance gaps proactively.
• Oversee resource planning, scheduling, and capacity planning activities.
• Drive employee engagement, retention, wellbeing, and professional development across the team.
• Lead governance reviews, operational reviews, and performance reporting activities.
• Create a high-performance culture focused on accountability, quality, employee experience, and client outcomes.

Skills

People leadership

KPIs & SLAs

Workforce planning

Stakeholder management

Data analytics

Change management

Education

Counselling / Psychology / Social Work / Healthcare Mgmt or related

Job description

UnitedHealth Group's Optum division seeks an EAP Operations Manager in Ireland for a 2-year fixed-term contract. The role leads a large team of counsellors and wellbeing professionals, ensuring contractual commitments, KPIs, SLAs and client outcomes are met.

You will oversee workforce planning, governance, and continuous improvement while partnering with client stakeholders to drive service growth and retention.