About this Team Leader - Learning and OD (Client Solutions) role at Lyrahealth
Purpose of the role:
To lead and manage a team of Learning and Organisational Development (L&OD) Consultants delivering high-quality services to Lyra SA clients. This role oversees the design and delivery of engaging learning interventions, OD initiatives, and product development. By combining facilitation expertise with high quality standards, client retention, and new business targets, the L&OD Team Leader supports affiliate training, leads complex intervention design, and creates a supportive environment that helps both clients and team members succee
Hours: Standard Schedule: Monday to Friday, 8am to 5pm (typically a 5-day, 8 hours/day role).
Flexibility: Must be flexible to attend meetings outside standard local working hours to accommodate global clients and teams on occasion.
Travel: May be required to travel to clients occasionally.Key Responsibilities
1. People Management & Team Leadership
Provide direct line management, coaching, and continuous professional development to a team of internal L&OD Consultants.
Conduct regular performance reviews, 1:1 sessions, and capability assessments to ensure individual and team goals are met.
Foster a collaborative, high-performing, and resilient team culture that encourages innovation, continuous learning, and service excellence.
2. Quality Standards & Service Delivery Oversight
Oversee the end-to-end delivery of L&OD interventions, ensuring evidence-based practices, high facilitation standards, clinical/OD rigor, and direct alignment with client needs.
Monitor delivery metrics, client feedback (CSAT/NPS), and quality assurance benchmarks across all delivered services.
Provide subject matter expertise and facilitation guidance for complex, high-visibility, or sensitive client engagements.
Act as the primary escalation point for intervention design challenges, facilitation risks, or client service concerns.
3. Retention, Growth & Client Impact
Ensure intervention quality directly drives client satisfaction, engagement, client 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.
4. Product Development & Strategic Implementation
Lead the continuous development, refresh, and enhancement of L&OD products, workshops, and scalable intervention toolkits for Lyra SA.
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.
5. Affiliate Enablement & Quality Assurance
Lead the 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 / Qualifications (only one of the following)
Social Work: Bachelor of Social Work (BSW) degree
Registered Counsellor: Honours degree in Psychology or Bachelor of Psychology (BPsych)
Counselling Psychologist: Master’s degree in counselling psychology (MA/MSc) including an 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
Good team player
Able to work and stay calm under pressure
Able to be creative and solve problems accurately
Facilitation skills
Content and Product Development
Advantageous: Previous EWP and stakeholder management experience
Experience in understanding team dynamics and implementation of team interventions
Excellent report writing skills
Excellent presentation skills
SPECIAL JOB CONDITIONS
The position of Team Leader is a full-time position. The job holder will be based at Lyra Southern Africa head office.
This job specification is not exhaustive and will be reviewed as the role develops
