• Provide team leadership across case management, escalations, and operational support functions • Act as a central escalation point for customer or operational concerns, resolving issues promptly and professionally • Make informed decisions independently while collaborating with peers and senior leadership • Lead or participate in operational discussions, issue resolution, and stakeholder communications • Support team members in their responsibilities, enabling autonomy with accountability • Prioritise and manage high-risk client portfolios, including VIP, HSE, and ongoing issue escalations • Ensure consistent communication and high-standard service delivery to clients • Maintain oversight of team caseloads, documentation standards, and SLA performance • Manage a team of case managers, providing coaching, feedback, and performance oversight • Lead direct engagement with the Ombudsman, legal representatives, insurance providers, or external regulators as required • Represent the business in formal written responses, case reviews, and resolution negotiations • Provide oversight of new client onboarding through job creation, quote management, sales orders, and all communications • Support escalation management across all teams — ensuring that escalated matters are resolved effectively while maintaining customer satisfaction • Independently manage sensitive client conversations and coordinate with stakeholders to ensure escalation resolutions are timely, professional, and aligned with business needs • Process creation / workflow around onboarding new client specific requirement including resourcing, licensing, site specific re liaising with customer, HSE department, tech resource. Planning/ • Manage staff responsible for scheduling and validation, offering support and troubleshooting assistance • Facilitate inventory accuracy, stock availability, and timely dispatch • Facilitate solar administrative duties such as PTC applications, metering tasks, ordering stock, and install validation • Ensure efficient process coordination between operational functions and broader business requirements • Responsible for meeting SLA targets in job scheduling and report delivery • Ensures smooth installation operations through solar admin coordination

• Drive structured, data-informed decision-making with directors and discipline leads to protect scope, quality, and milestone commitments. • Own and maintain the integrated cross-department macro schedule including milestone architecture, feature sequencing, dependency mapping, and critical path dependencies through Gold. • Serve as the single point of accountability for schedule integrity. Ensure all departmental plans and forecasts are capacity-validated, reconciled, and aligned to the macro production plan. • Architect and maintain the scheduling framework used by the project, including planning standards, dependency modeling approaches, and forecasting methodologies that ensure consistent schedule reliability across pillars. • Enforce schedule discipline across pillars by identifying variance, forecast drift, and dependency risk while driving corrective action to maintain milestone confidence. • Maintain formal risk tracking, identify and flag delivery risks early, escalate when appropriate, and confirm mitigation plans are defined. • Own production velocity metrics and forecasting models, translating production system data into forward-looking schedule projections and milestone confidence assessments. • Produce standardized executive reporting that clearly communicates schedule health, forecast accuracy, and dependency risk. • Provide forward-looking delivery forecasts and scenario modeling to support executive planning, scope decisions, and milestone readiness assessments.

• Lead, coach, and develop a high-performing team of enablement trainers and facilitators • Own the end-to-end delivery strategy for onboarding and continuous learning across all frontline organizations • Partner closely with the Enablement Design team to shape learning strategies • Build and operationalize scalable delivery systems • Partner with senior leaders across various sectors to identify performance gaps • Define, measure, and continuously improve delivery impact metrics • Champion AI-enabled delivery by embedding AI tools into team operations • Serve as a player-coach by facilitating high-impact sessions as needed

• Conduct thorough and careful analysis of data, to effectively produce required information. • Includes assisting with identification of appropriate data sources for the research objectives, acquiring and storing the data for the project, programming the appropriate statistical analyses using BMS standard tools, delivering results to customers in appropriate formats and media, and assisting with follow-up questions. • Collaborate with the data development team to identify and deliver appropriate data resources for research strategies. • Actively engage with protocol authors and researchers to identify issues and influence resolutions. • Communicate the results of any analyses conducted effectively orally and in writing. • Manage complex work environment, balancing demands from multiple customers to execute projects. • Make sound scientific decisions based on a balance of data, analysis and experience.