• Serve as the primary client contact and gather their requirements; • Prepare and facilitate workshops; • Support engagements from scoping through the definition of data models and operational governance processes (definition of data roles and responsibilities, data modeling, etc.); • Assist the client with data documentation (writing data dictionaries, populating data catalogs, etc.); • Perform market benchmarks of data governance solutions on behalf of our clients; • Contribute to defining clients' data roadmap and its operational implementation.

• Responsible for the strategic design and execution of the organisation's Operational Risk Management Framework (ORMF) and Business Continuity Management (BCM) program • Ensure resilience against internal process failures, external events, and technological disruptions • Lead development and enhancement of the ORMF and capture emerging risks in digital banking • Direct annual Risk Control Self-Assessment (RCSA) process across all departments • Establish and monitor Key Risk Indicators (KRI) and provide proactive reporting to the Board Risk Management Committee (BRMC) • Oversee operational loss database and root cause analysis for significant risk events • Conduct comprehensive Business Impact Analysis (BIA) for critical business functions • Ensure Business Continuity Plans (BCP) integration with IT Disaster Recovery (DR) plans • Design and lead high-stakes simulation exercises and serve as primary coordinator for Crisis Management Team (CMT) • Assess operational and continuity risks of service providers and cloud partners • Collaborate with Fraud Risk team to profile operational vulnerability risks and act as risk gatekeeper for new product launches • Act as subject matter expert for BNM engagements

• Identify, investigate and mitigate fraudulent deposit activity. • Implement logic targeting bad actors and high-risk behavior associated with unauthorized deposit activity across multiple regions. • Use data to assess risk and make decisions impacting large segments of our customer population; effectively measure and assess associated tradeoffs using quantitative analysis. • Synthesize data learnings into compelling stories and communicate them to Payments Risk leadership. • Review and respond to alerts regarding anomalous customer and transaction behavior. • Measure fraud performance across payment methods, develop core metrics, and create dashboards to track and understand them. • Proactively identify and close gaps in our monitoring. • Own risk controls from end-to-end and scale processes to provide appropriate coverage as we expand our business. • Own reporting processes and communication with relevant banking partners. • Work with internal stakeholders in Product, Growth, Data Science and Engineering to develop and drive forward custom risk management strategies and techniques for different geographies.

• Own Smartsheet’s customer risk and churn mitigation programs, defining how at-risk customers are identified, prioritized, and addressed across the customer lifecycle • Design and operationalize churn forecasting and predictive risk models in partnership with Data Science and Revenue Operations to enable proactive retention actions • Lead churn analysis and root cause identification, translating insights into targeted, high-impact mitigation programs and playbooks • Build and evolve customer health scoring frameworks that are predictive, actionable, and embedded into Customer Excellence and renewal workflows • Scale risk mitigation through automation and process design, improving renewal journeys, cash-to-close efficiency, and consistency of execution across teams • Design and launch practical, field-ready risk mitigation programs, including playbooks, workflows, and intervention models that Customer Excellence and renewal teams can execute consistently at scale