• Helping with the development and maintenance of the Annual Internal Audit plan in collaboration with audit leadership • Tracking the progress of audit engagements to ensure milestones, budgets and deadlines are met. • Maintaining the Internal Audit roadmap, ensuring alignment with organisational priorities • Overseeing the preparation of materials for audit committees and senior management • Monitoring follow-up actions on audit findings to ensure timely resolution by business owners • Driving process improvements, automation, and standardisation across the audit lifecycle • Supporting the broader team with researching process best practices and audit risks. • Facilitating lessons-learned reviews and continuous improvement cycles.

• Manage and document all processes involved in 3rd-party operations at the contact center. • Ensure effective program execution through policy and process documentation, training, monitoring, and process validation. • Lead projects to streamline operations, support new product launches, and develop services that strengthen consumer communications. • Leverage best practices and technology to enhance Consumer Experience and Contact Center productivity. • Oversee CRM governance and strategy, ensuring system integrity, scalability, and alignment with business objectives. • Provide leadership in developing and executing processes that ensure a successful consumer experience; build monitoring programs for vendor compliance. • Ensure consistency of corporate and brand messaging across all consumer touchpoints. • Develop, train, and execute work processes and escalation procedures for emerging trends and issues. • Promote visibility of contact center systems and capabilities to internal stakeholders. • Lead analysis and timely communication of relevant consumer information across various areas.

- Leading the daily operations of assigned programs, providing direction and support to ensure optimal performance. - Collaborating with stakeholders to develop and maintain project plans, timelines, and resource allocations. - Developing and implementing training programs to enhance staff skills and knowledge, ensuring all team members are equipped to meet performance standards. - Monitoring and analyzing program performance data, implementing corrective actions as necessary to achieve established goals. - Building and maintaining strong relationships with clients, stakeholders, and team members to foster a collaborative environment. - Ensuring compliance with industry regulations and company policies across all programs. - Preparing and presenting reports to senior management on program performance, challenges, and opportunities for improvement.

• Manage multiple concurrent contracts and budgets with annual revenue of $2M-$3M • Execute contracts for compliance and client satisfaction • Understand client preferences and program deliverables • Negotiate, execute, and manage contracts • Direct line and second line supervision of program delivery team • Drive, manage, monitor, and report the timely delivery of program results • Ensure and facilitate the highest standard of customer service and satisfaction • Direct management and development of program staff • Develop program processes and make recommendations for improvement • Technical document review (Project Scope, Manual and Associated Documents) • Assemble data for invoicing and project reporting activities • Identify and escalate program issues in a timely manner to the appropriate level of management