• Own and scale compliant, high-quality care operations by driving compliance & regulatory adherence, strengthening provider governance & supply, and building efficient, user-centric workflows. • Ensure care delivery models are aligned with country-specific regulations, labour laws, and clinical practice requirements across all operating markets • Translate local regulatory requirements into operational policies, provider guidelines, and service delivery workflows • Partner with Clinical, Legal, and People teams to operationalise market entry and ongoing compliance (e.g., provider classification, working models, documentation standards) • Monitor adherence to market-specific requirements such as session formats, supervision norms, employment structures, and reporting obligations • Proactively identify regulatory risks across markets and drive preventive or corrective actions to ensure uninterrupted service delivery • Support scaling into new markets by building compliance-ready operational frameworks that balance regulation, cost, and user experience • Lead creation, standardisation, and optimisation of SOPs across the care lifecycle • Drive adoption, enforcement, and continuous improvement of SOPs • Identify inefficiencies and redesign workflows to reduce manual effort and improve scalability • Partner with Product/Tech to translate operational gaps into automation or feature requirements • Build governance around SOP reviews, version control, and adherence audits • Own provider quality tracking frameworks (e.g., audits, performance scorecards) • Analyse performance trends and drive structured interventions (training, escalation, offboarding recommendations) • Define and enforce service standards (SLA adherence, responsiveness, documentation quality) • Partner with Engagement & clinical teams to improve provider performance while maintaining compliance standards • Own identification and resolution of high-impact user experience gaps across the care journey • Design and refine escalation and service recovery frameworks • Balance user experience with compliance and operational feasibility • Drive improvements in experience metrics (resolution time, escalation rates, user feedback trends) • Support clinic and in-person deployment planning by aligning provider supply with projected demand (rosters, utilisation, buffer capacity) • Monitor and optimise supply health metrics (availability, utilisation, ENAS, no-show buffers) to ensure reliable service delivery • Set up & manage operational dashboards (compliance, quality, SLA, supply-demand) ensuring accuracy and actionability • Translate data into insights and drive cross-functional alignment on improvement initiatives • Drive efficiency and automation projects to improve quality and reduce manual effort • Contribute to leadership reporting (MBRs/QBRs) with clear insights, risks, and recommendations

• Manage and grow communities on South Asian’s social platforms (WhatsApp, Telegram, Facebook Groups) • Plan engagement activities to boost user retention and conversion • Support advertising campaigns: provide channel recommendations and monitor postcampaign performance • Assist local brand promotion: collaborate with South Asian KOCs/KOLs and execute culturally relevant campaigns

• Lead and inspire Executive Directors to achieve operational efficiency and high standards across all Viva Senior Living communities • Conduct regular performance assessments to ensure best practices and standards are upheld, identifying areas for improvement and implementing necessary changes • Collaborate with Executive Directors to set ambitious yet achievable goals aligned with Viva’s vision • Develop and drive the implementation of short- and long-term strategic plans • Oversee budgets and financial performance of each community, ensuring revenue goals are met while managing costs effectively • Provide guidance to Executive Directors on budget planning, revenue optimization, and financial reporting to maximize profitability without compromising care quality • Ensure that all communities operate within regulatory guidelines, including health and safety standards, licensing requirements, and resident rights • Support community outreach efforts and market expansion strategies to grow Viva’s presence

• The Field Operations Specialist (FOS) manages specified OEM automotive fixed operations clients within assigned territory and specializes in client satisfaction, customer retention, increasing marketing performance, and selling new solutions. • Represents the face of the brand by conducting daily in-person aftersales marketing consultations. • Manages all client-facing aspects of the relationship: marketing consultations, data analysis, offer selection, creative options, billing questions, etc. • Builds and maintains positive relationships with new and existing dealer clients. • Conducts up to three (3) one-hour dealership consultations each day, providing data analysis and continuous improvement recommendations on marketing creative, offers, and cadence. • Partners with designated OEM field representatives to coordinate marketing improvements and facilitates joint dealership consultations. • Understands and drives key performance indicator (KPI) improvement. • Examines client performance (reporting, direct observation, etc.) to identify areas of opportunity for improvement within the fixed operations. • Proactively communicates to clients (up to Dealer Principal / General Manager levels). Establishes and maintains a solid business relationship with dealership personnel. • Effectively communicates OEM program’s value proposition and aligns it with the dealers’ goals. • Manages the retention, product penetration, and growth of assigned dealerships.