Intellect

Engagement Operations Lead, Network

Intellect

full-time

Posted on:

Location Type: Hybrid

Location: Kuala Lumpur • 🇲🇾 Malaysia

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Job Level

Senior

About the role

  • The Network Engagement Operations Lead is responsible for building a high-performing, reliable and engaged global provider and crisis responder network.
  • Beyond day-to-day operations and communications, this role drives provider success by monitoring performance and quality indicators (including no-shows/late cancellations, client feedback, documentation and compliance), implementing improvement actions and supporting incentive programs that reinforce the right behaviours.
  • Working cross-functionally with clinical, delivery and commercial, you will strengthen retention, elevate service quality, and improve operational speed and consistency across the network.
  • Own and continuously improve the provider & crisis responder engagement strategy, with measurable goals tied to satisfaction and retention.
  • Lead onboarding operations for new providers and crisis responders, ensuring seamless ramp-up: tools, training pathways, SOP readiness, and first-week success.
  • Run high-impact engagement programs (e.g., monthly virtual townhalls, community initiatives) to strengthen connection, morale, and alignment.
  • Serve as the operational point-person for provider/crisis responder queries, ensuring timely, accurate responses aligned with policy and service standards.
  • Track, analyse, and report engagement/experience metrics; identify trends and implement improvements to lift satisfaction and retention.
  • Partner with relevant teams to verify qualifications and licensing/credential requirements; ensure compliance with company standards and local regulations.
  • Own the provider success framework for the network in partnership with clinical and delivery teams.
  • Monitor provider performance indicators such as attendance reliability, responsiveness, client feedback/ratings, documentation timeliness, and overall service quality adherence.

Requirements

  • - **Experience**: 4-7 years in operations, community/network management, program management, operations in a tech company (healthcare, mental health, platforms is a plus).
  • - **Language:** Fluent in English + at least one relevant local language (written and spoken).
  • - **Operations + Data Comfort:** Strong with tracking, dashboards, documentation hygiene; experience with ticketing tools (CRMs like Zendesk, Freshdesk bonus).
  • - **Execution Excellence:** Can manage multiple streams, prioritise well, and keep stakeholders aligned without things slipping.
  • - **Problem Solving:** Proactive, structured, calm under pressure; can handle ambiguity and still ship outcomes.
  • - **Communication:** Clear, crisp, adaptable to different audiences; confident presenting insights to leadership.
  • - **Detail and Compliance Mindset:** Strong attention to detail in audits, records, and quality workflows.
  • - **Collaboration:** Strong cross-functional operator; knows how to move work through Clinical, Ops, and Service Delivery.
Benefits
  • **Why You’ll Love Working With Us:**
  • - **Global company** – work in a diverse environment with people from nearly 20 countries
  • - **Generous leave policy** – time off to rest and recharge
  • - **Christmas week off** – company-wide break during Christmas, separate from annual leave
  • - **Birthday leave** – enjoy a day off on your birthday
  • - **Quarterly mental health days** – one day off every quarter to focus on your wellbeing
  • - **Flexible work arrangements** – work in a way that suits your lifestyle and goals
  • - **Work-life balance** – a culture that values personal time and long-term wellness
  • - **Medical coverage** – comprehensive insurance for peace of mind
  • - **Performance bonus** – high performance is recognised and rewarded
  • - **Development budget** - annual allowance to support your professional development
  • - **Mental health support** – premium coaching access to our mental health app and resources & dedicated budget for clinical and psychiatric care
  • - **Socials** **and communities **– regular non-work events/activities to connect and have fun together

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
operations managementprogram managementdata analysisperformance monitoringquality assuranceonboarding operationsengagement strategydocumentation compliancemetrics trackingprovider success framework
Soft skills
problem solvingcommunicationcollaborationattention to detailexecution excellenceadaptabilitystakeholder managementcalm under pressureprioritizationcross-functional teamwork