• Lead and manage the operations delivery and collateral management teams • Oversee mortgage investor delivery, collateral, and transaction management processes • Ensure accurate and timely management of collateral documentation • Maintain compliance with regulatory requirements and internal policies • Collaborate with internal and external stakeholders for smooth operations • Develop and monitor key performance indicators (KPIs) • Contribute to the company's strategic plans

- **Own destination performance:** Monitor and improve key KPIs (GFS, Great Rides %, Cost Efficiency, Supply Price Awareness Rate). Identify trends and root causes, and take proactive actions to keep destinations healthy. - **Maintain operational setup:** Ensure destination configurations (rings, routing, assignment/removal rules) are accurate, up to date, and aligned with company standards. - **Gather and structure local insights:** Capture reliable intelligence on pricing, driver costs, competitor pay, regulations, and community sentiment. Feed structured insights to the regional and central teams to influence pricing and capacity decisions. - **Engage the driver community:** Build visibility and trust with local drivers. Identify and manage ambassadors, collect feedback, and run initiatives to improve utilization, retention, and satisfaction. - **Drive local initiatives:** Organize and execute incentive campaigns, driver quests, or reactivation pushes. Track results and share learnings with the broader team. - **Ensure compliance and quality:** Monitor adherence to local regulations and company standards. Flag potential risks and take corrective actions quickly. - **Adopt and champion new features:** Support the rollout of new operational or product features, monitor adoption, and measure impact on local performance. - **Collaborate cross-functionally:** Act as the on-the-ground link between local operations, regional leadership, and central functions — ensuring alignment and fast issue resolution.

• Ensures team is meeting contractual obligations • Design programs which promote high motivation among team members • Conducts performance reviews and rewards positive behavior • Coaches, counsels, and sets goals for supervisors to help develop them for career progression • Provides day-to-day instructions to team members on job responsibilities • Helps associates resolve associate work-related issues • Supports new associates in their efforts for growth and development • Participates in the hiring and termination process • Develops designs and conducts Train the Trainer program • Provides feedback up and down the organization (Positive and Constructive) • Participates in client meetings; prepares agenda and / or takes meeting notes • Ensures open communication with program support • Translates and oversees organizational strategies for assigned goals • Identifies client issues; receives and triages client requests • Proactively identifies program issues and proposes ways in which to address their concerns • Maintains positive rapport with client • Understands the billing process and contractual obligations • Participates in budget planning • Accountable for program quality and compliance with standard operating procedures • Designs project task plan and standard operating procedures • Analyzes reports for trends and gives recommendations • Analyzes progress of tactical issues • Reports all Adverse Events (AE) disclosed in alignment with training and Standard Operational Procedures (SOP) • Maintain regular and reliable attendance, including being present, on time, and prepared for work as scheduled • Performs other related duties as assigned

• Deliver contract solutions in support of organizational objectives through partnership with internal and external stakeholders • Oversee the development, execution, and continuous improvement of contract management solutions, managing multi-functional interests and requirements. • Act as primary business liaison with a variety of internal departments to ensure appropriate and accurate tracking of contract elements, compliance and intent. • Track Key Performance Indicators and provide status and requested support to management team • Partner cross functionally with other subject matter experts and areas to align processes