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 transparent, 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 suppor

📌 Care Excellence Lead (India)
🏢 Intellect
📍 India