Care Excellence Senior Specialist/Pod Lead job opportunity at Intellect.

Home Jobs In Malaysia Tag: Job Care Excellence Senior Specialist/Pod Lead position at Intellect


Date2026-02-05T02:25:42.493Z bot
Intellect Care Excellence Senior Specialist/Pod Lead
Experience: 6-years
Pattern: full-time
Country:
apply Apply Now
Salary:
Status:

Job

Copy Link Report
degreeAssociate
loacation Kuala Lumpur, Malaysia
loacation Kuala Lumpur....Malaysia

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. 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 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 teams in SLA-driven, high-volume environments Strong RCA, problem-solving, and stakeholder management skills Comfort working with dashboards, 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

Other Ai Matches

Physical Fitness Trainer (Australia) Applicants are expected to have a solid experience in handling Job related tasks
Behavioral Health Coaches (Benin Republic) Applicants are expected to have a solid experience in handling Job related tasks
Behavioral Health Coaches (Seychelles) Applicants are expected to have a solid experience in handling Job related tasks
Behavioral Health Coach (Burmese-Speaker) Applicants are expected to have a solid experience in handling Job related tasks
Behavioral Health Coach (Austria) Applicants are expected to have a solid experience in handling Job related tasks
Behavioral Health Coaches (Uganda) Applicants are expected to have a solid experience in handling Job related tasks
Clinical Provider (Texas, USA) Applicants are expected to have a solid experience in handling USA) related tasks
Nutritionist/Dietitian (Australia) Applicants are expected to have a solid experience in handling Job related tasks
Behavioral Health Coaches (Somalia) Applicants are expected to have a solid experience in handling Job related tasks
Clinical Provider (Cambodia) Applicants are expected to have a solid experience in handling Job related tasks
Case Manager (Social Worker) Applicants are expected to have a solid experience in handling Job related tasks
Full-Time Clinical Psychologist (Vietnam) Applicants are expected to have a solid experience in handling Job related tasks
Behavioral Health Coach (Luxembourg) Applicants are expected to have a solid experience in handling Job related tasks
Clinical Provider (Broome - Australia) Applicants are expected to have a solid experience in handling Job related tasks
Clinical Providers (Georgia- Tbilisi, Batumi, Poti) Applicants are expected to have a solid experience in handling Batumi, Poti) related tasks
Behavioral Health Coaches (Zimbabwe) Applicants are expected to have a solid experience in handling Job related tasks
Clinical Psychologists (Tunisia) Applicants are expected to have a solid experience in handling Job related tasks
Clinical Provider-Care(Poland) Applicants are expected to have a solid experience in handling Job related tasks
Trust and Safety Clinical Provider (Nigeria) Applicants are expected to have a solid experience in handling Job related tasks
Holistic Physical Trainer(France) Applicants are expected to have a solid experience in handling Job related tasks
Behavioral Health Coaches (Burundi) Applicants are expected to have a solid experience in handling Job related tasks
Holistic Physical Trainer Applicants are expected to have a solid experience in handling Job related tasks
Network Recruiter (America) Applicants are expected to have a solid experience in handling Job related tasks