• Lead and develop a team of auditors responsible for clinical, coding, and operational quality reviews. • Ensure all audit work meets accuracy, completeness, and timeliness standards. • Track quality performance metrics and KPIs, identifying trends and implementing improvements. • Maintain standardized workflows and audit methodologies across programs and team members. • Identify quality or process gaps within the team and operational area being audited. • Analyze trends, recommend improvements, and implement solutions in partnership with AVP. • Ensure corrective actions and process enhancements are applied to prevent recurring issues. • Collaborate with global quality partners to align processes, metrics, and best practices. • Manage team workload, capacity planning, and productivity to meet program goals. • Provide coaching, training, and feedback to enhance team knowledge and performance. • Ensure auditors maintain strong process and operational knowledge to execute high-quality audits. • Monitor audit consistency and quality through regular calibration and performance reviews. • Oversee the creation of team reports and dashboards to monitor audit outcomes and KPIs. • Ensure actionable insights are derived from audit results to guide process improvements. • Provide comprehensive reports and recommendations to leadership and stakeholders, supporting decision-making.

• Sending regular statements of accounts to the counterparties as per agreed work process, and ensure the concerned Prime collector is copied on reconciliation communications related to customers / parties in case the business is through broker • Ensure on-time cash/ credit applications for assigned accounts are posted within KPIs • Communicate all disputes raised by the party/ customer to all relevant dept. UW, Operation and Vertical brokers & C/O Brokers and follow up with them to ensure on-time resolution. • Escalate issues to managements related to reconciliation whenever required as per escalation matrix • Reconcile and prepare for payment broker commissions and reinsurance payments to the counterparty based on the received premiums or /and PPW assigned to the transactions, confirm the balances with the counterparty and assign to AP team for processing • Manage the relationship with the assigned counterparties, be single point of contact for any escalations and reconciliations • Post all payment received from the counterparties assigned and ensure on-time cash/ credit application is completed accurately and on-time including any commissions deductions from brokers if any • Perform frequent reconciliations and obtain list of agreed balances & un-agreed balances. Frequency of the reconciliation is defined based on the risk attached • Follow up on the payment of the agreed balances and ensure no delay occur in receiving the balances due in ADNIC’s favor. • Communicate all disputes raised by the counterparty to all relevant dept. UW, Operation and Vertical direct customers Prime collector and follow up with them to ensure on-time resolution. • Seek further verifications for all relevant departments (UW & Operation) on the un-agreed balances due to ADNIC in our books and were not recorded by the counterparty and work on resolving these balances with escalation to all stakeholders and management. • Maintain a register for all disputes with the reasons of all disputes and action taken / progress in resolving these disputes. • Responsible for accurately uploading to Sub-ledger all reinsurance treaties, MDP & XOL on time after obtaining the data from RI dept. • Support in obtaining the balance confirmation as part of the audit procedures • Obtain the balance confirmation on the regular basis (frequency is based on the risk attached to the counterparty and it can be monthly, quarterly and semi-annually)

• Manage end-to-end service delivery for assigned global clients, ensuring SLA compliance and customer satisfaction. • Coordinate with onsite, systems, and network teams to deliver seamless client support. • Serve as an escalation point for service-impacting incidents, ensuring timely resolution and transparent communication. • Conduct periodic service reviews and present KPIs, performance metrics, and improvement initiatives. • Collaborate with Project Managers to review and refine all client communications before release. • Lead and manage the Lahore-based Help Desk team, working closely with U.S.-based onsite engineers. • Plan staffing schedules, allocate resources based on ticket volume, and ensure balanced workload distribution. • Monitor ticket queues, shift coverage, and performance metrics to maintain high service standards. • Provide coaching, mentoring, and training to develop team members’ technical and customer service skills. • Oversee the full client onboarding lifecycle, including IT discovery, documentation, provisioning, and communication plans. • Manage secure and efficient client offboarding processes with proper documentation and asset recovery. • Partner with engineering and project teams to ensure seamless transitions and client satisfaction. • Assist clients with gathering documentation for audits and compliance requirements (SOC 2, HIPAA, HITRUST, FDA, etc.). • Ensure internal processes and communication align with industry standards and regulatory expectations. • Conduct QA reviews of service tickets and client communications to ensure technical accuracy and service quality. • Track performance metrics (KPIs, CSAT, SLA) to identify improvement areas. • Enforce consistent use of templates, documentation standards, and internal knowledge base updates. • Apply ITIL best practices across incident, request, change, and problem management processes. • Use ITSM platforms (e.g., ConnectWise) for service delivery, reporting, and governance.

• Drive increased customer satisfaction • Remotely manage a team of Customer Enablement (CE) Account Managers • Mentor and develop CE talent to enable future advancement in the Commercial organization • Utilize team to manage and grow Revenue for our four largest Global Strategic Customers (GSC) sites in North America • Align local Sales Strategies with the GSC Key Account Managers • Provide up to date and accurate forecasts for the assigned Accounts • Partner with Finance and related functions for Accounts Receivables escalations for the assigned GSC and other assigned Accounts • Promote and assist with Semi-annual Business Reviews • Be a subject matter expert on the leading-edge fab market in North America and be able to translate into impact on Entegris products • Establish process and programs that enhance Entegris’ Customer scorecard