Care Excellence Operations Lead (24x7 & Enterprise)

The Intellect Company

Malaysia

Hybrid

MYR 120,000 - 180,000

Full time

14 days+

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Benefits offered by this job

Global company

Generous leave policy

Christmas week off

Birthday leave

Quarterly mental health days

Flexible work arrangements

Medical coverage

Performance bonus

Development budget

Mental health support

Socials and communities

Job summary

The Intellect Company is seeking a Care Excellence Lead to own the operational excellence, quality, and reliability of a 24x7 support operations team. You will guide deployments for specialised services, scale operations, and shape care pathways across channels and escalation models.

You will lead a team of Specialists and Associates, drive incident investigations, build dashboards, and deliver enterprise user experiences.

Qualifications

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.
Healthcare tech background is a plus.

Responsibilities

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.
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.
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.
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.
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.
Lead and develop Associates and Senior Associates through regular coaching, performance check-ins, and ongoing capability building.
Build team readiness for complex, high-risk, and enterprise-grade care scenarios.
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.