Role Description We are seeking a detail-oriented and proactive Operations Director to join our dynamic team. The successful candidate will play a crucial role in bridging the gap between technical teams, new business, and support in delivering business objectives. Supported by the Commercial and Implementation team, they will lead efforts in new client pitches/setups, analyze processes, identify opportunities for improvement, and help implement technology solutions that align with our strategic goals. Key Responsibilities - Requirement Gathering and Analysis: - Work with stakeholders to gather, document, and analyse business requirements for new client accounts. - Translate client business needs into workflows for client and Tech teams, asking the right questions to ensure accurate scope and cost. - Process Improvement and Solution Design: - Evaluate existing processes and recommend enhancements for efficiency, cost reduction, and improved outcomes. - Collaborate with tech and business teams to design solutions that align with overall business strategy. - Creating commercial models that deliver the workflow. - Project Management and Stakeholder Communication: - Lead new client pitches, ensuring a smooth transition to implementation for setup. - Serve as a liaison between stakeholders and technical teams, facilitating effective communication to ensure understanding and alignment. - Data Analysis and Reporting: - Analyse data to support decision-making processes, create measurement process for new clients. - Create reports and presentations to convey findings and recommendations for new solutions. Qualifications - 10-15 years’ experience in solution design, process optimisation, operations, technical consulting, or similar roles. - Experience in advertising, creative agency, production, or digital content operations. - Fluency in German or French language. - Strong problem-solving mindset with the ability to translate business challenges into operational and technical solutions. - Excellent communication and stakeholder-management skills, with the confidence to lead conversations during pitches and onboarding. - High attention to detail, strong analytical capability, and a proactive approach to identifying risks and opportunities. - Comfortable working cross-functionally and remotely across multiple markets and teams. Requirements - Location: Netherlands / Germany / France (remote) - Employment: 18-month FTC with view to extend - Language requirement: fluency in German and/or French Benefits - Equal opportunity employer committed to creating an inclusive working environment. - Ambitious environmental goals around sustainability, with science-based emissions reduction targets.

• Shape the strategic execution of Trillium’s clinical quality and performance agenda • Serve as sponsor of the Quality Driven Care Plan (QDC) • Oversee the design and implementation of system-wide tools, data frameworks, and governance models • Lead the development of PHOENIX, a centralized program index that maps clinical initiatives to HEDIS metrics • Guide the Care Management data engineering team that builds dashboards and reporting tools • Drive alignment and integration among Care Management, Quality Management, and other divisions

• Oversee operational execution of Customer Identification Program (CIP) for all customers through specialized team • Ensure customer onboarding teams execute document collection, identity verification, and OFAC screening • Monitor execution of Customer Due Diligence (CDD) including beneficial ownership identification • Monitor and report customer onboarding volumes, turnaround times, and SLA compliance • Coordinate with business units on onboarding requirements and customer experience optimization • Oversee execution of comprehensive Know Your Business (KYB) procedures for fintech partnerships including entity verification, beneficial ownership, OFAC screening, and background checks • Oversee operational TPRM due diligence at onboarding • Coordinate with Advisory teams on integrated partner risk assessments (BSA/AML, Consumer Compliance, Fraud, Technology) • Execute annual TPRM reviews for all active partnerships per regulatory requirements and internal policy • Monitor partners for material changes, collect performance data, complaint metrics, regulatory actions, update risk ratings • Maintain exam-ready partnership documentation and escalate compliance concerns to Advisory • Execute periodic review program with risk-based frequency for all customer and partner relationships • Oversee monitoring of fintech partner end-users on risk-sampled basis to validate partner KYC/AML controls • Set performance targets, monitor metrics, manage capacity planning and resource allocation • Implement Advisory frameworks into operational workflows; ensure EDD team maintains investigative expertise • Partner with Quality Control on improvements; participate in Enterprise Compliance Committee representing operational feasibility • Support regulatory examinations • Coordinate exam responses with Advisory; implement remediation plans from exams, audits, and testing

• Develop and execute a process excellence strategy in alignment with the SVP of Business Transformation’s vision and the organization’s strategic objectives. • Lead enterprise-wide process improvement and reengineering efforts using methodologies such as Lean, Six Sigma, and Business Process Management (BPM). • Establish governance frameworks for process documentation, standardization, and performance monitoring to ensure sustainability and scalability. • Partner with senior leaders and business units to identify opportunities for automation, workflow optimization, and operational efficiencies. • Utilize project management skills to oversee and execute complex process improvement projects, ensuring they are delivered on time, within budget, and according to scope. • Oversee and guide a team of business analysts in conducting process mapping, root cause analysis, process performance assessments and implementing solutions to drive continuous improvement. • Use data analytics, key performance indicators (KPIs), and process mining technologies to track progress and measure impact. • Ensure business analysis efforts align with the business transformation strategy, regulatory requirements, and industry best practices. • Establish and standardize knowledge management practices by ensuring the Knowledge Manager develops and executes a KM strategy, creating a centralized repository, and embedding governance frameworks for process documentation and knowledge sharing. • Drive continuous knowledge utilization and process optimization by integrating KM into process improvement initiatives and fostering a culture of cross-functional collaboration and learning. • Advance KM maturity to support innovation and business transformation by measuring KM effectiveness through key metrics, and ensuring knowledge fuels strategic decision-making and continuous improvement. • Oversee contractual relationship of BPMS vendors, ensuring seamless integration, optimal performance, and alignment with business needs. • Lead, mentor, and develop a high-performing team ensuring alignment with organizational goals. • Foster a culture of innovation, collaboration, and accountability, encouraging professional development and continuous learning. • Set clear performance goals, conduct regular team assessments, and provide coaching to enhance team effectiveness.