About MyMind
MyMind is a multi-award-winning charity, founded to help tackle the growing rate of mental health illness in Ireland (one of the highest in Europe). We work towards giving every person in Ireland equal access to mental health support early, at an affordable rate, directly, without stigma or delay. MyMind offers a blended model of counselling in-person across our 5 centres in Ireland, and online via our bespoke digital platform delivering upwards of 45,000 appointments each year.
OUR VISION is that everyone has easy and timely access to affordable mental health services. We are delivering on our vision by growing our multidisciplinary and multicultural team and scaling and nurturing our technology growth. Every year we deliver our services to more than ten thousand clients in 20 languages and by 2025 we aim to triple this number of clients. Visit http://www.mymind.org to find out more about our work.
The role:
To help us achieve our vision, we are recruiting a client-focused operations leader with strong people, technology and facilities-management skills. As operations manager, you will have responsibility for leading people, systems, and processes to provide a high-quality experience for both our clients and our mental-health care professionals. Working with an operations team located across our 5 centres (3 in Dublin, 1 in Limerick and 1 in Cork) you will be responsible for driving a culture of customer service, operational excellence and continuous improvement, maintaining existing services whilst implementing ambitious growth and expansion plans.
Responsibilities:
- Leading an operations team of 5+ who are located across our 5 centres in Ireland, managing peaks in workload, including taking a sleeves rolled up approach to ensure MyMind delivers the highest quality customer service and support.
- You will be responsible for maximising the capacity and utilisation of our online appointments system to exceed monthly appointment targets as set out by the social enterprise’s strategic plan.
- Manage ongoing operations, ensuring compliance with multiple grant and tender agreements.
- Implement the roll-out of planned new projects and initiatives.
- Solicit and act on feedback and evaluation data to ensure excellent user experience.
- Responsible for staff management and HR responsibilities including workforce planning, recruitment, performance management, employee development, and the health, safety, and wellbeing of staff.
- Drive continuous improvement, putting systems, processes, and controls in place to ensure timely, accessible and high-quality provision of My Mind’s counselling service.
- Scaling up operational capacity to meet ambitious growth targets, driving the recruitment of mental health professionals, implementing change, managing budgets and increasing efficiency.
- Overseeing the facility, IT, supply, and resourcing needs of each of our centres across Ireland. This will include managing leases and rental agreements, all maintenance contracts, and liaising with suppliers to ensure centres are run efficiently to provide a high-quality experience for both clients and mental health professionals.
- Maintaining a lean, efficient, and cost-effective operating model
- Analysing data to track appointment capacity and utilisation, and operational efficiency and cost-effectiveness.
- Troubleshooting technical or facility issues, resolving them promptly to minimise impact on services.
- Oversee operational governance and risk
The position is based in our Dublin 6 office with travel to our other centres in Limerick and Cork required. Salary d.o.e 50-60K for 35 hour week.
Requirements
Skills/Experience required:
- 5 years plus experience leading a small team in a call-centre or technology environment (essential)
- A demonstrated problem-solver - equally comfortable trouble-shooting technology, performance, facility, HR and service-related issues.
- Ability to analyse data and implement corrective measures to ensure targets are met.
- Degree qualified (essential) and preferably a postgraduate business qualification (MBA or equivalent)
- Excellent interpersonal, communication and negotiation skills.
- People management experience essential
- Strong report writing, performance and data analysis for presentation to board members, funders and management team
- IT/digital skills essential experience managing technology, using databases and digital tools such as MS Teams, CRM systems etc required
- Passion for MyMind’s mission and vision; entrepreneurial, driven and solution-oriented people-leader.
If you have a passion for working with a small, entrepreneurial team who are focused on creating real social impact, please subm