The role will be part of the Care Operations and will manage Intellect’s mental healthcare provider and helpline responder network so as to offer the best-in-class medical network spanning across and beyond Asia. This role is responsible for growing and managing the community of providers and responders, and will be the first and main point of contact for the network. This role is aimed at growing the network with proactive supply and capability planning, drive strong community engagement and retention, and uplift the quality and volume of services rendered backed by strong data tracking and performance monitoring.

• Drive network database tracking and lead network forecasting and planning for supply and capabilities requirements.
• Network relationship building to understand the network’s needs and challenges, act as the voice for the network and and assist in issues resolution
• Drive network onboarding and build resources to set the providers and responders up for success, and lead community engagement activities for strong network engagement and retention
• Lead network operational matters including compensation frameworks, SOPs and policies relating to the lifecycle of the network, product and technical solutioning relating to the network.
• Ongoing metrics tracking and reporting as well as network performance monitoring to drive high quality of service, strong retention rates and meeting of SLAs.
• Strong project and stakeholder management skills to lead data-driven strategies with the aim of driving high quality of service delivery for strong customer satisfaction
• Acquire and strengthen network partnerships to meet commercial demand and act as the key point of contact in relation to the proposal preparation, implementation setup and continued account management
• Service Partner / TPA Management & Coordination, Procurement / TPA Tender Management
• Keep abreast of regulatory and competitive landscape in relation to providers in the region

Requirements

• More than 3 years of experience in a customer success role or as a community manager
• Preferably with operational background in a healthcare space (but not mandatory)
• Experience in organising and driving community related engagement activities and initiatives
• Strong data and project management capabilities to lead and drive data-driven initiatives
• Used to meeting tight deadlines and managing priorities under pressure
• Open to candidates in Malaysia and Philippines

Benefits

• Work in a diverse environment with people from over 10 countries
• A generous leave policy
• Work flexibility
• Medical coverage
• Annual Wage Supplement (Bonus)
• Christmas Leave (The team takes the whole Christmas week off separate from our leave policy)
• Birthday Leave (1 day)
• Holidays off
• Quarterly mental health day off
• Mental health benefits (Premium access to our app!)
• Work-life balance and employee wellness
• Regular social events where we have non work-related fun