Definiti LLC

• Lead and mentor a team of professionals to ensure high performance, engagement, and daily operational execution aligned with SOPs and SLAs • Provide day-to-day oversight, guidance, and support to the team to ensure timely, accurate, and high-quality service execution • Manage the delivery of 3(16) fiduciary services, ensuring all client and plan-related activities are completed in accordance with defined processes, service expectations, and regulatory requirements • Serve as the first point of escalation for client and operational inquiries, partnering with team members to resolve issues effectively and maintain a high-quality client experience • Ensure timely and accurate processing of key functions such as eligibility review, contribution monitoring, distribution approvals, and plan amendments • Oversee key operational deliverables, including government filings (e.g., Form 5500) ensuring deadlines and quality standards are consistently met • Conduct regular team meetings, workflow reviews, and performance discussions to reinforce accountability to service standards and foster a collaborative work environment • Ensure adequate training and development opportunities for team members to maintain compliance expertise • Partner with internal teams to coordinate service delivery and resolve complex issues • Conduct regular client reviews to assess service satisfaction and identify opportunities for improvement • Stay abreast of regulatory changes affecting 3(16) fiduciary services and ensure timely integration into team processes and service delivery • Monitor and manage risks associated with plan operations, ensuring compliance with all applicable laws and regulations • Act as a liaison with legal and compliance teams to address fiduciary and operational matters. • Develop and deliver regular reporting on service delivery performance, team metrics, SLAs, and operational risk indicators to leadership

• Process client invoices in volume • Work closely with internal and external clients • Establish billing parameters upon receipt of a new or updated client contract • Create client invoices accurately and timely that correspond to the terms of the contract • Consistently review and confirm invoice details across requisite systems • Apply credit memos as needed with documentation • Respond timely to client inquiries • Track & Report A/R Aging to clients • Assist Collection Specialists on aged client invoices • Research discrepancies and provide audit support & schedules as needed

• Own and manage a national production quota focused on activity generation, qualified opportunities, and proposal volume • Drive targeted outbound activity to build pipeline and increase proposal flow across channel partnerships • Develop and execute channel strategies and campaigns in partnership with the Definiti Sales team • Identify and prioritize high-potential wholesalers, advisors, and regional opportunities to accelerate growth • Engage and educate partners through outreach, training, and coordinated business development efforts • Partner with Sales to transition qualified opportunities into active proposal and sales processes • Track channel performance, opportunity flow, and proposal metrics to ensure consistent production against goals • Coordinate cross-functionally with onboarding, compliance, operations, and sales to support execution and client experience • Represent Definiti at industry events and partner meetings to expand presence and generate new opportunities

• Wholesale Definiti retirement solutions in assigned region • Develop new financial advisor relationships that will generate proposals and sales in assigned region • Obtain sales goal in assigned territory by prospecting new clients • Maintain a network of advisors, consultants, platform wholesalers, DCIO partners, and other retirement service-focused professionals • Foster plan sponsor relationships through direct meetings with key contacts and partners • Manage travel, entertainment, and distribution partnership budgets where necessary • Manage a territory of targeted relationships • Maintain appropriate data to analyze challenges, success, and opportunities • Partner with leadership to create and implement strategies for accelerated growth

• Drive cross-sell of 3(16) fiduciary services into Definiti’s existing client base to achieve assigned ARR quota • Proactively identify opportunities through Client Relationship Management (CRM) pipeline analysis, existing client reviews, internal referrals from Client Success, Retirement Plan Consultants, and Regional Sales Directors • Execute outbound call campaigns and targeted outreach strategies to drive awareness and generate opportunities • Engage with financial advisors, plan sponsors, and internal stakeholders to position 3(16) services and value proposition • Partner with Regional Sales Directors and internal teams to advance opportunities through the sales cycle • Prepare proposals, pricing scenarios, and cost analysis aligned to ARR targets • Lead prospects through the sales process including discovery, solution positioning, proposal delivery, and closing • Ensure timely and accurate completion of all required sales documentation and client agreements • Maintain accurate and up-to-date pipeline activity, deal status, and revenue forecasting in CRM • Ensure smooth transition of closed business to implementation and service teams • Deliver responsive, professional service to all inbound sales inquiries and internal requests

• Manage a team of 8 to 15 retirement plan administrators • Motivate, lead, and support team members to provide excellent customer service while meeting internal and regulatory deadline • Interface with other DC Administration Managers on a regular basis to coordinate continuous and holistic process improvement • Clearly document processes and update as needed • Assist and support company goals and objectives • Resolve and provide solutions for internal questions and issues that arise within team • Communicate with clients, financial advisors, CPAs, and other professionals on escalated service or compliance related items regarding your team • Develop alternatives that will improve efficiency, make recommendations for changes, and assist in implementing changes to the DC administration team • Train and mentor staff members. Be a subject matter expert in compliance testing and industry knowledge • Monitor team productivity and deadlines • Assist team with FTW and Pension Pro software related questions surrounding plan administration • Point of contact for a small block of key client relationships on the team • Review and consult on plan sponsor requests and administration • Lead special projects and initiatives as needed • Perform annual performance reviews and set personal goals for team members to achieve

• Lead, mentor, and coach a team of CSMs • Establish clear performance expectations, KPIs, and development plans • Conduct regular 1:1s, performance reviews, and career progression planning • Foster a culture of accountability, collaboration, and client-centric thinking • Support onboarding and training of new CSM team members • Oversee client portfolios to ensure high-quality service delivery and client satisfaction • Act as an escalation point for complex or at-risk client relationships • Partner with CSMs on strategic accounts to drive retention and growth opportunities • Monitor client health metrics and proactively address risks • Ensure consistent execution of client engagement strategies and service models • Establish standard processes, workflows, and best practices across the CSM team • Partner with leadership to implement process improvements and efficiencies (e.g., CRM usage, reporting, playbooks) • Drive adoption of tools and systems that support scalability • Analyze trends and provide insights to leadership • Deliver regular reporting on team performance and client health • Partner with Sales, Operations, Service teams, and Leadership to ensure seamless client experience • Provide feedback loops on client needs, product/service gaps, and process improvements • Support strategic initiatives such as service model enhancements, onboarding improvements, and scaling efforts

• Elicit, analyze, and document business requirements from stakeholders; translate requirements into user stories, process maps, and functional specifications for the development team • Facilitate Agile ceremonies including sprint planning, backlog grooming, and retrospectives; partner with the development team to ensure requirements are understood and properly scoped • Model and document current-state (as-is) and future-state (to-be) business processes using standard notation (e.g., BPMN, swim lane diagrams) to identify gaps, inefficiencies, and improvement opportunities • Collaborate closely with Software Engineers and QA Testers on the same project team to ensure seamless handoff between requirements, development, and testing phases. • Maintain and prioritize the product backlog; work with product owners to define acceptance criteria and ensure user stories are ready for development • Conduct root cause analysis and process audits; recommend and implement process improvements that enhance efficiency, reduce errors, and improve the end-user experience • Develop and maintain process documentation, SOPs, training materials, and business rule repositories to support knowledge continuity • Support UAT (User Acceptance Testing) coordination, working alongside QA Testers to validate that delivered solutions meet business requirements • Facilitate stakeholder meetings, working sessions, and demos; communicate project status, risks, and changes clearly to both technical and non-technical audiences • Identify and escalate risks or issues that may impact project delivery; propose mitigation strategies in collaboration with project leadership • Stay current on industry trends, process improvement methodologies (Lean, Six Sigma), and relevant technology advancements

• Providing outstanding customer service while handling incoming and outgoing phone calls, emails, and faxes for plan participants for assigned Definiti retirement plans • Assisting with answering questions about account balances • Helping to make withdrawals, transfer funds, or find additional resources • Maintaining a positive, empathetic, and professional attitude towards participants and clients always and fellow team members • Taking participant calls and providing accurate, satisfactory answers to their queries and concerns • De-escalating situations involving dissatisfied customers, offering patient assistance and support • Responding promptly to participants after thoroughly researching their questions • Collaborating with other call center professionals to improve customer service • Proficient in handling participant phone calls for assigned retirement plans (i.e., Daily RK Plans, DB Plans, DC Plans with outside recordkeepers) • Proficient on assigned systems and websites (i.e., Relius Participant Website, Relius DB Utilities, outside recordkeeper websites) • Determining plan eligibility

• Key point of contact for clients and advisors, ensuring client satisfaction and retention of their book of business • Responsible for following up with clients on year-end data collection, 5500 filings, lost earnings, deposits for submission, Form 5330 filings, document and amendment signatures, service agreement signatures, and other outstanding annual requirements • Monitor and report on project status, missed deadlines, and outstanding tasks using PensionPro and other reporting tools • Ensure timely and professional responses to client communications, follow up on escalations and unresolved inquiries, assist clients in understanding fiduciary responsibility and keeping them informed of regulatory and legislative updates, and collaborate with Retirement Plan Consultants (RPCs) on plan amendments if needed • Assist in the cross-selling of complimentary Definiti services • Coordinate with RPCs to verify project launches and task handoffs, and maintain oversight of plan wrap-up activities • Assist with implementation and conversion processes in partnership with New Business Implementation (NBI) by collaborating with NBI and other teams as needed • Assist, as needed, with updating recordkeeping platforms and other tasks associated with client service • Lead annual client reviews and meetings, providing proactive engagement and support for document-related issues • Maintain accurate documentation and records for compliance and audit purposes • Work in conjunction with all departments across Definiti to ensure client and advisor satisfaction and exceed retention goals • Identify and engage with high-risk clients to mitigate any controllable client losses • Contribute to the ongoing development and refinement of Client Success Manager processes and best practices • Lead POD-level coordination and continuity of client experience • Coach and mentor CSMs across PODs • Identify service gaps and process improvements • Partner closely with Sales, Operations, and Leadership on retention strategies