• Conduct customer facing implementations of OBTs and other products • Logically conduct assessments, replicate errors or test situations if possible • Coordinate activities with a range of internal or external teams across various issues • Execute small to highest complex configuration changes (many systems, many logics, many interactions, and dependencies) • Demonstrate excellent customer service and develop customer-centric communication • Support defined and agreed productivity targets • Adopt constructive collaboration behavior within and outside the team

• Be responsible for vendor relationships • Coordinate release activities, including testing, operational alignment, documentation, communication per release with BCD Travel stakeholders in line with the established release management process • Focus on monthly identification & coordination of product requirements with BCD Travel stakeholders per business case • Create a year vendor/product analysis and review including SWOT including Gap Analysis, Comparison Matrix, USPs, and identification of key opportunities • Release a presentation to BCD Travel stakeholders – per release cycle • Be accountable for the monthly reporting, including productivity, key service metrics, and product vendor relationship status • Compile and maintain core and product documentation for commercial, implementation, and support teams

• Managing Team Performance: Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching and setting effective action plans. • Address Team level variation through targeted coaching for outliers and involving on Continuous Improvement activities: i. Accomplish weekly deliverables, such as: Coaching compliance inclusive of RCAs and action Plans. Weekly Audit requirement and call scrubbings. Team attendance infractions insights thru internal Sutherland attendance tool. • ii. Provide ideas that can help the client improve their product, business, processes and/or policies. • iii. Present Team Performance to Clients in as needed basis. • Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee morale. • i. Set up accountability discussions on attendance and performance challenges. • ii. Report potential red flag on employee retention and partner with Operations Manager on stay interviews. • iii. Keep employees in the loop for any internal and external updates. Have Team participate on Site and Program employee engagement activities. • iv. Come up with Team level mini engagement activities to hype morale.

• Lead the implementation and improvement of customer engagement platforms • Manage product development workload including defining new offerings and service requirements • Collaborate with product development, architecture, engineering teams, and IT • Analyze complex business problems and define productized solutions • Ensure systems are scalable, performance-oriented, and compliant