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Lyra Health is the leading provider of mental health solutions for employers, supporting over 20 million people globally. The company has delivered 13 million mental health sessions and published 20+ peer-reviewed studies demonstrating transformative outcomes: clients recover twice as fast and see a 26% annual reduction in overall healthcare claims costs.
You will lead and manage a team of Learning and Organisational Development (L&OD) Consultants delivering high-quality services to Lyra South Africa clients. This is a hybrid role based at the Lyra Southern Africa head office, with standard Monday-Friday, 8am-5pm hours. You may need to attend meetings outside standard local working hours to accommodate global clients and teams, and occasional travel to client sites may be required.
Key Responsibilities:
**People Management & Team Leadership:** Provide direct line management, coaching, and continuous professional development to internal L&OD Consultants. Conduct regular performance reviews, 1:1 sessions, and capability assessments. Foster a collaborative, high-performing, resilient team culture that encourages innovation, continuous learning, and service excellence.
**Quality Standards & Service Delivery Oversight:** Oversee end-to-end delivery of L&OD interventions ensuring evidence-based practices, high facilitation standards, clinical/OD rigor, and alignment with client needs. Monitor delivery metrics, client feedback (CSAT/NPS), and quality assurance benchmarks. Provide subject matter expertise and facilitation guidance for complex, high-visibility, or sensitive client engagements. Act as primary escalation point for intervention design challenges, facilitation risks, or client service concerns.
**Retention, Growth & Client Impact:** Ensure intervention quality drives client satisfaction, engagement, retention, and new business growth targets. Collaborate with Customer Success and Business Development teams to review client outcomes, measure intervention impact, and identify upsell/expansion opportunities.
**Product Development & Strategic Implementation:** Lead continuous development, refresh, and enhancement of L&OD products, workshops, and scalable intervention toolkits. Translate departmental strategy into actionable team objectives and operationalized delivery workflows. Ensure product design reflects current market trends, clinical/OD best practices, and diverse client requirements.
**Affiliate Enablement & Quality Assurance:** Lead ongoing training, upskilling, and active engagement of external affiliate facilitators and practitioners. Establish and enforce standardized delivery guidelines, product training modules, and quality audit processes for affiliates to safeguard brand and service consistency.
**Requirements:**
One of the following qualifications is required:
- Bachelor of Social Work (BSW) degree
- Honours degree in Psychology or Bachelor of Psychology (BPsych) with registered counsellor status
- Master's degree in Counselling Psychology (MA/MSc) including accredited internship
- Bachelor of Social Science in Industrial and Organisational Psychology
**Core Competencies:**
- Facilitation & Clinical Rigor: Ability to lead complex, high-visibility, or sensitive group interventions with strong psychological safety and evidence-based methods
- Commercial Acumen: Ability to translate corporate strategy into operational workflows while driving retention metrics and growth targets; development and management of sales pipeline
- Stakeholder Management: Exceptional collaboration skills with internal teams (Customer Success, BD) and external client leadership
- Quality & Audit Focus: Strong analytical skills to monitor delivery metrics (CSAT/NPS), conduct quality audits, and drive continuous improvement
- People Management Skills: Ability to lead and manage a team
**Desirable Skills/Experience:**
Good computer literacy, strong client service orientation, ability to work well under pressure, strong communication and organizational skills, good time management, team player mentality, creativity and problem-solving ability, facilitation skills, content and product development experience. Advantageous: previous Employee Wellness Program (EWP) and stakeholder management experience, understanding of team dynamics and implementation of team interventions, excellent report writing and presentation skills.
