Care Excellence Senior Specialist/Pod Lead

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 reliab...