• Team Leadership & Oversight • First point of contact for offshore team issues (sick cover, escalations, approvals). • Oversee KPI reports, customer service performance, and recommend improvement plans. • Conduct performance reviews and track development. • Act as the daily connection for the Philippines-based team to maintain culture & engagement. • HR & Operations: Handle leave requests, sick days, and schedule management. • Minimize approval bottlenecks by holding equal decision-making privileges as Brisbane CS Lead. • Provide weekly KPI and performance reports directly to the client. • Marketing & E-commerce Support: Assist with Shopify store management and marketplace operations (David Jones, The Iconic, etc.). • Support marketing campaigns with reporting, execution follow-up, and KPI alignment (not content creation).

• Oversee and support HHS’ long-term care operations across multiple facilities in a region. • Motivate on-site leadership teams and drive success by creating a positive culture, implementing HHS programs, and ensuring that policies, best practices, and regulatory standards are consistently followed. • Conduct facility inspections and operational assessments; set achievable goals based on current outcomes. • Implement programs that improve resident dining experiences, including nutrition-focused initiatives, sustainable foods, and specialty diets. • Set clear expectations and performance goals, driving compliance across multiple LTC facilities. • Mentor and inspire directors, managers, and team members to foster a pipeline of promotable leaders while building an inclusive work environment. • Support recruitment, training, and retention of on-site leadership teams. • Monitor implementation and effectiveness of policies and programs that enhance resident satisfaction, safety, and quality of care. • Ensure continuous improvement in resident satisfaction and care outcomes through communication, integrity, and performance. • Analyze operational and financial data to make informed adjustments to meet facility, budget, and compliance goals. • Provide hands-on assistance as needed to ensure successful outcomes and problem resolution.

• Provides procurement and contract management throughout the lifecycle of contracts • Drafts, evaluates, negotiates, and executes contracts • Acts as the single point of contact on contractual matters • Maintains contractual records and documentation • Provides guidance on contract matters to project managers or other operational staff • Monitors competitive terms and recommends changes

• Manage and maintain calendars, scheduling, and meeting logistics • Monitor and manage email inbox, draft, organize, and respond on behalf of leadership • Prepare meeting agendas, compile briefing materials, and distribute follow-up notes and action items • Serve as a primary point of contact for client and candidate communications, professional, timely, and on-brand • Handle internal communications and help coordinate cross-functional tasks • Manage billing, invoicing, and basic financial tracking and follow-up • Build and maintain process and workflow documentation to support operational efficiency • Assist with special projects, research, and administrative tasks as needed