Care Excellence Lead

Intellect; Malaysia; On-site; MYR 120,000 - 180,000; Full time

Job summary

Intellect is seeking a Care Excellence leader to own 24x7 operations, driving quality, reliability and user experience across channels.

You will lead a team of Specialists & Associates, manage incidents, RCA, and strategic care initiatives, shaping care models and escalation paths.

Qualifications

• 4 to 6+ years of experience in operations, support, or service delivery in a tech company.
• Experience leading remote/global teams in SLA-driven, high-volume environments.
• Strong RCA, problem-solving, and stakeholder management skills.

Responsibilities

• Own end-to-end performance of the Care Excellence team across SLAs, resolution quality, compliance, and user experience.
• Monitor team performance, QA outcomes, and SLA adherence.
• Lead RCA for critical incidents and ensure learnings are embedded into SOPs and training.
• Drive strategic initiatives and scale care pathways, escalation models, and cross-functional collaboration.

Skills

Leadership

Remote team management

SLA management

RCA & problem solving

Stakeholder management

Dashboards & analytics

Shift flexibility

24x7 operations

Tools

FreshDesk

Zendesk

Job description

This role owns the operational excellence, quality, and reliability of a Care Excellence team across 24x7 support operations.

It is critical to manage provider deployments for specialised services, scale operations, improve the user experience, ensure the right care pathways for users, lead incident investigations, drive strategic care initiatives, and own Care Excellence performance, risks, and insights.

You will lead a team of Specialists & Associates, stay close to complex and sensitive work, and shape how Care Excellence operates across channels, care models, and escalation paths.

What You'll Do

Ownership, SLAs & Performance Management

• Own end-to-end performance of the Care Excellence team across SLAs, resolution quality, compliance, and user experience
• Monitor team performance, productivity, QA outcomes, and SLA adherence
• Proactively identify risks, trends, and gaps and drive corrective actions
• Ensure consistency and reliability in service delivery, especially during peak loads or high-risk periods

Metrics, Insights & Reporting

• Be the single owner for Care Excellence team metrics, dashboards, and insights
• Translate operational data into clear, actionable narratives for roadmaps, decision-making, and escalations
• Highlight key risks, trends, improvements, and trade-offs based on the insights
• Partner with stakeholders to continuously improve metric definitions and reporting quality

High-Risk Deployments & Incident Management

• Be directly involved in all critical deployments, launches, or operational changes impacting care excellence
• Lead Root Cause Analyses (RCAs) for critical incidents, escalations, SLA breaches, or quality failures
• Drive closure of RCA action items and ensure learnings are embedded into SOPs, training, and workflows

Strategic Projects & Care Model Development

• Lead and contribute to strategic initiatives such as bridging operational and experience gaps with other teams
• Own exploration and setup of Care Excellence call-based support and other care delivery mediums
• Partner cross-functionally to design, pilot, and scale new care pathways, handoffs, and escalation models

White-Glove & Enterprise User Experience

• Ensure elevated service standards for white-glove and enterprise users
• Act as escalation owner for sensitive or high-impact enterprise cases
• Align closely with Commercial, Delivery, Clinical, and Engagement teams on delivery standards and reporting

People Leadership & Capability Building

• Lead and develop Associates and Senior Associates through regular coaching, performance check-ins, and ongoing capability building, while partnering with Specialists on roster management to ensure effective 24/7 coverage
• Build team readiness for complex, high-risk, and enterprise-grade care scenarios

Process Improvement & Cross-Functional Collaboration

• Identify manual, repetitive, or high-risk workflows and propose scalable improvements
• Work with Product & Tech teams on automation and tooling
• Maintain accurate SOPs, documentation, and knowledge bases
• Represent Care Excellence insights in cross-functional and leadership forums

Requirements

• 4 to 6+ years of experience in operations, support, or service delivery roles in a tech company
• Comfortable providing shift flexibility to address or ensure coverage during critical escalations, high-risk, or no coverage situations
• Proven experience leading remote/global teams in SLA-driven, high-volume environments
• Strong RCA, problem-solving, and stakeholder management skills
• Comfortable working with dashboards like FreshDesk, Zendesk, metrics, and operational data
• Ability to balance empathy with decisiveness
• Experience in 24x7 or global operations is a strong plus