• Lead the strategy, systems, and processes powering Opensend’s go-to-market engine • Design and execute commercial operations blueprint • Optimize CRM configuration and processes • Champion continuous improvement initiatives • Develop merchant segmentation strategies

• Lead complex investigations across KYC, transaction monitoring, card, ITO and on-/off-ramp flows, tying together internal data, partner info and on-chain analytics. • Operationalise regulatory requirements by turning AML obligations into concrete workflows, processes and controls. • Use SQL to drive decisions, writing and reviewing queries to pull customer, transaction and device data. • Tune and maintain monitoring rules in partnership with Fraud, Compliance and Data. • Own ODD/EDD reviews for higher-risk customers, assessing SoF/SoW, geography, product usage and counterparties against our risk appetite. • Handle partner escalations end-to-end, including bank/processor cases, recalls, chargebacks, disputes and sanctions hits. • Draft high-quality narratives that clearly explain what happened, why it matters, and the rationale for account actions or reporting decisions. • Identify trends and gaps from alerts, disputes and investigations, and feed these insights into product changes, new rules, or process improvements. • Support playbook and training development so first-line teams handle low-risk scenarios confidently.

• Maintain and improve operational health across multiple production streams and geographies • Act as the first line of escalation for issues that impact profitability, timelines, or client satisfaction • Drive operational planning and cross-functional alignment with production, finance, and sales • Support Delivery Managers by setting clear expectations, reinforcing accountability, and helping them focus on high-impact work rather than day-to-day execution • Own and evolve operational KPIs, including profitability, team utilization, load balancing, and process compliance • Identify when new tools, reporting, or process changes are needed, and lead their implementation and adoption • Represent operations in client-critical situations and internal strategic discussions.

• Training and ongoing support of Advisor Team Staff • Demonstrated proficiency in Client Service processes and WEG core systems • Actively provide daily support via email/phone queue for Advisor Teams • Adhere to support Quality Standards • Adhere to support response time SLA’s • Deliver training to new hires and new to WEG employees • Deliver training and support to acquisition team employees • Deliver training for platform enhancements, process changes and identified learning needs to Advisor Teams as needed • Support the maintenance of procedure guides and training materials for Client Service staff • Deliver upskills training as requested • Participate in pre-acquisition meetings • Create and update training outlines for teams when acting as lead • Lead and participate in open office hours for all acquisition teams • Track attendance of trainings and report as appropriate • Define checkpoints to substantiate training program and adoption; determine additional needs as appropriate • Log training/support hours in Support Org • Support ATO Managers to review and update existing training materials • Identify and report opportunities for efficiencies in streamlining processes within ATO and Advisor Teams • Review, understand and become proficient on workflow process and technology enhancements • Support testing as requested • Coach and Mentor Team Members