• Own the operational delivery of our 7-phase payments funnel, ensuring new and existing Business Units progress from acquisition handover through to live, transacting merchants as quickly as possible. • Drive BU onboarding through a unified, repeatable process including defining and running a ‘Payments Bootcamp’ for new portfolio companies that covers commercial setup, Adyen boarding, integration expectations, support model, and BU reporting. • Track and report on funnel KPIs per phase and proactively flag blockers. • Coordinate with the Payments CTO, Head of Proposition, Pricing Lead, GTM Lead, and BI team to ensure each BU has the inputs and support needed at every funnel stage. • Serve as the primary operational contact with Adyen; managing boarding processes, account setup, escalations, terminal logistics, and day-to-day coordination. • Maintain a working knowledge of Adyen for Platforms capabilities and ensure BU-facing processes align with Adyen’s requirements and timelines. • Oversee terminal hardware logistics for POS-focused Business Units, including ordering, configuration, shipping, and inventory tracking. • Collaborate with multiple business units, including Finance, Product, and Technology to ensure operational efficiency — placing Everfield Payments into the wider scope of Everfield operations whilst continuously improving payments operations. • Evaluate and maintain operational performance through defined KPIs, including onboarding timeline targets, support ticket resolution times, merchant activation rates, and time-to-first-transaction. You can show how our operations are performing. • Define improvement plans and policies that progress and promote company vision and culture. • Scale processes as the portfolio grows, ensuring we remain compliant with regulatory and scheme standards. • Form a 3rd line of support towards Business Units and manage payments support channels (including Slack). • Manage real-time issues, follow up on downstream impacts of system outages, and resolve internal failures or issues raised by internal audit and/or compliance. • Own Operational Resilience, Disaster Recovery, and Business Continuity Planning together with the Payments CTO. • Maintain and improve our Notion structure and Notion documents including process playbooks, onboarding guides and relevant frameworks, and internal wikis. You are the owner of keeping our operational knowledge base current and useful. • Leverage AI tooling (including Claude/Cowork) to automate repetitive operational tasks, improve workflows, and increase team productivity. • Collaborate with management and colleagues to deliver business-expanding strategies and promote a culture of continuous improvement. • Work with Payments Control and Business Intelligence as a key consulting partner to ensure continuous improvement and visibility of payments growth and key metrics. • Collaborate with other functional Leads of the Everfield Operations team to ensure all Payments Business Unit related processes are integrated in the wider Everfield processes and rituals.

• Prepare quotes using internal processes • Measure tiling areas from plans with take-off tools • Input measurements into pricing spreadsheets for materials and installation rates • Create and manage job records in Tradify based on quotes or builder orders • Ensure all job information, measurements, and notes are accurate • Monitor jobs in Tradify to ensure correct workflow progression • Identify next actions for each job and progress them accordingly • Update job schedules when builders adjust timelines • Maintain accurate job information and notes in the system • Follow established processes for builder communications • Provide updates on job progress, scheduling, and changes • Respond to common builder enquiries using system information • Record all builder communication within Tradify • Monitor WhatsApp groups for job-specific updates • Record key installer updates in the job management system • Escalate issues to the Operations Manager as needed • Ensure installers have accurate job information • Update schedules for builder delays or changes • Adjust installer schedules accordingly • Record all schedule changes clearly in the system • Maintain accurate job records and notes • Prepare jobs for invoicing post-completion • Document internal systems and processes • Ensure jobs progress efficiently through the hub workflow

• Lead the day-to-day, end-to-end, field operations in India. • Create budgets and contracts, coordinating field logistics and managing field teams. • Cultivate stakeholder relationships, developing a deep understanding of the landscape, and generating / executing any new opportunities in India. • Proactively identify risks and opportunities, develop and discuss country strategy with regional leads, and problem-solve dynamic issues with field teams. • Engage stakeholders effectively, and build relationships independently. • Oversee field team training and data quality processes, ensuring high quality of data collected during field work. • Support the process of insights generation and conduct data analysis projects to improve Enveritas’ understanding of coffee industry dynamics in India. • Generate reports for stakeholders and clients, and/or conduct research related to coffee (and other crops as needed). • Conduct training of field teams, lead sessions on data quality, and coordinate the work of field teams. • Design and improve training methods and materials, data quality processes and/or tools, and survey questionnaires, where relevant.

• Lead the SpecOps OpEx & AI enablement: Own the embedded operational excellence initiatives for SpecOps, with a focus on AI‑enabled tools, workflows, and mechanisms that improve quality, efficiency, and customer trust across Concierge, EES, ResoOps, and Premium Inbound. • Turn pain points into AI solutions: Build an intake and prioritization model that translates negative sentiment and escalation patterns into a ranked backlog of AI / automation / tooling and product opportunities, sequencing work to maximize customer and business impact. • Design and scale a unified signal fabric: Standardize a single, real‑time customer‑ and contact‑impact signal fabric across proactive and reactive experiences, quality, fraud/risk, and operational health—reducing detection‑to‑action from hours to minutes. • Operationalize AI‑powered workflows for specialists: Stand up and continuously refine agent‑facing AI solutions (e.g., research helpers, summarizers, decisioning and routing engines, opportunity modeling, incident analysis chains) that reduce handle time, improve accuracy, and eliminate low‑value work. • Establish specialized operating models and routing: Define and scale resolution operating models that route enriched, prioritized tasks to the right teams, favor back‑office and systemic fixes first, and only trigger authenticated, high‑trust outreach when needed to reduce friction and recontact. • Define the KPI stack and instrumentation: Own the KPI framework, dashboards, and operating reviews for SpecOps OpEx and AI programs (e.g., LTV loss avoided, DSAT/CSAT, recontact rate, AHT, time‑to‑resolution, fraud/abuse reduction, agent time saved, adoption and MAU of AI tools). • Codify governance and change management: Define guardrails, documentation standards, and enablement for AI solutions (playbooks, SOPs, micro‑trainings) so that changes are safe, compliant, well‑understood by frontline teams, and adopted at scale.