Hybrid EAP Operations Leader

Optum; Dublin; Hybrid; EUR 90,000 - 120,000; Full time

Job summary

Optum Ireland is seeking an EAP Operations Manager to lead a large team of counsellors and wellbeing professionals, overseeing service delivery across onsite and hybrid arrangements.

This 2-year fixed-term contract involves ensuring contractual commitments, SLAs, and quality standards, while driving continuous improvement and employee engagement in a dynamic health services environment.

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.
• Coaching, performance management, employee engagement, and conflict resolution skills.
• Proven experience managing geographically dispersed or multi-site teams.
• Analytical skills with data-driven decision making.
• Stakeholder management and communication skills.
• Ability to lead within fast-paced and complex operational 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 take proactive action to address performance gaps.
• Oversee resource planning, workforce management, scheduling, and capacity planning activities.
• Drive employee engagement, retention, wellbeing, and professional development across the team.
• Manage performance reviews, development plans, succession planning, and talent management.
• Act as the primary operational escalation point for client issues and service delivery concerns.
• Build and maintain solid working relationships with client leadership, HR teams, and operational stakeholders.
• Lead governance reviews, operational reviews, and performance reporting activities.
• Ensure quality standards, compliance requirements, and regulatory obligations are met.
• Lead continuous improvement initiatives to enhance service quality, efficiency, and client satisfaction.
• Support implementation of new wellbeing programs and service enhancements.
• Manage operational risks and ensure corrective action plans are implemented where required.
• Partner with senior leadership on strategic planning and service growth opportunities.
• Create a high-performance culture focused on accountability, quality, employee experience, and client outcomes.

Skills

People leadership

KPI management

Workforce planning

Stakeholder management

Analytical skills

Communication skills

Multi-site teams

Coaching

Performance management

Team development

Education

Degree in Counselling, Psychology, Social Work, Business Management, Healthcare Management, or related discipline

Job description

Optum Ireland is seeking an EAP Operations Manager to lead a large team of counsellors and wellbeing professionals, overseeing service delivery across onsite and hybrid arrangements.

This 2-year fixed-term contract involves ensuring contractual commitments, SLAs, and quality standards, while driving continuous improvement and employee engagement in a dynamic health services environment.