• Overseeing ad hoc case progression with the aim of maintaining service levels • Monitor and deliver fully against personal and business targets • Independently establish priorities and manage deadlines • Responsible for dealing with complex aspects at any level of remortgage transaction • Provide an exceptional service both to the client but also to introducers and associates • Deal with complex enquiries on transactions • Recognise potential risks and resolve issues without putting the client or business at risk • Responsibility to ensure that all files being overseen are maintained in good order

• Present the client with professionalism and warmth in all external interactions. • Support client onboarding, meeting coordination, and day-to-day communication. • Maintain accurate records, contact details, and reporting documentation. • Ensure smooth communication and alignment between Account Directors, Coaches, and Partners. • Anticipate client and partner needs to ensure a frictionless experience. • Support the integrity of operational and financial coordination processes related to clients and partners.

• Team Leadership & Oversight • First point of contact for offshore team issues (sick cover, escalations, approvals). • Oversee KPI reports, customer service performance, and recommend improvement plans. • Conduct performance reviews and track development. • Act as the daily connection for the Philippines-based team to maintain culture & engagement. • HR & Operations: Handle leave requests, sick days, and schedule management. • Minimize approval bottlenecks by holding equal decision-making privileges as Brisbane CS Lead. • Provide weekly KPI and performance reports directly to the client. • Marketing & E-commerce Support: Assist with Shopify store management and marketplace operations (David Jones, The Iconic, etc.). • Support marketing campaigns with reporting, execution follow-up, and KPI alignment (not content creation).

• Oversee and support HHS’ long-term care operations across multiple facilities in a region. • Motivate on-site leadership teams and drive success by creating a positive culture, implementing HHS programs, and ensuring that policies, best practices, and regulatory standards are consistently followed. • Conduct facility inspections and operational assessments; set achievable goals based on current outcomes. • Implement programs that improve resident dining experiences, including nutrition-focused initiatives, sustainable foods, and specialty diets. • Set clear expectations and performance goals, driving compliance across multiple LTC facilities. • Mentor and inspire directors, managers, and team members to foster a pipeline of promotable leaders while building an inclusive work environment. • Support recruitment, training, and retention of on-site leadership teams. • Monitor implementation and effectiveness of policies and programs that enhance resident satisfaction, safety, and quality of care. • Ensure continuous improvement in resident satisfaction and care outcomes through communication, integrity, and performance. • Analyze operational and financial data to make informed adjustments to meet facility, budget, and compliance goals. • Provide hands-on assistance as needed to ensure successful outcomes and problem resolution.