• As a Workforce Manager, you will be responsible for forecasting, capacity planning, service level management, and workforce optimisation. • Perform forecasting activities to anticipate workload and staffing needs. • Define staffing requirements based on forecasted demand. • Adjust schedules and allocate resources effectively to maintain service level targets. • Support internal RTAs in creating shift schedules for both internal and external teams, ensuring robust holiday and operational planning. • Monitor and analyse real-time and historical service level performance across all communication channels (phone and email). • Ensure compliance with established Service Level Agreements (SLAs) and take corrective actions when deviations occur. • Provide feedback on forecasting accuracy and recommend adjustments based on real-time trends. • Develop and maintain detailed reports on service levels, adherence, and related WFM KPIs. • Provide actionable insights and recommendations to improve operational efficiency. • Identify and implement strategies to improve WFM processes to increase relevant KPIs. • Evaluate tools and systems for potential upgrades or new integrations to improve efficiency. • Develop contingency plans for unexpected spikes in customer demand or operational disruptions. • Design and implement strategic plans to address and resolve backlog challenges, ensuring efficient and timely progress toward a “green” status. • Lead the team during critical or high-pressure situations. • Mentor the RTA team, fostering professional growth and engagement. • Set clear goals and expectations to ensure the team consistently meets performance objectives.

• Responsible for planning, managing and monitoring projects in the energy sector • Closely collaborate with clients to define their requirements and ensure transparent communication • Prepare and support steering committee meetings • Independently manage work packages and actively contribute to the success of projects

• Oversee daily Prior Authorizations operations, ensuring queues are managed efficiently and authorizations are submitted accurately and on time • Define and monitor key performance metrics; use data to identify trends, risks, and improvement opportunities • Own payer onboarding and eligibility demarcation strategies across hospitals and markets • Serve as the primary point of accountability for issue resolution with payers, including portal-based workflows such as Availity • Provide real-time guidance and escalation support for complex authorization challenges • Establish training, onboarding, and ongoing education programs to ensure team readiness as Aidin scales • Design, document, and continuously refine standard operating procedures that scale with the business • Identify opportunities to improve authorization workflows through automation, tooling, and process redesign • Partner with Product to identify, quantify, and prioritize feature enhancements that meaningfully advance the Prior Authorizations business • Contribute to broader Client Operations strategy, ensuring alignment with Aidin’s growth objectives • Work closely with Client Operations leadership, Product, and Customer-facing teams to ensure alignment and clarity • Translate payer and operational complexity into actionable insights for internal stakeholders • Represent the Prior Authorizations function as Aidin expands into new markets and payer relationships

• Take responsibility for planning, controlling and monitoring projects in the energy sector • Work closely with our clients to define requirements and ensure transparent communication • Prepare for and support steering committees • Independently execute work packages and actively contribute to project success