• Coordinates essential daily administrative and key processes that support department and organizational goals and objectives • Administers 14 certification programs and 4 micro-credentials • Provides certification operations support with event planning for volunteer committee meetings and department retreats • Administers forms processing, travel arrangements, and expense reports for staff and volunteers • Monitors department inboxes, reviews non-clinical content for revisions on various products • Conducts industry research • Provides back-up support for audits, special events, and projects • Ensures effective implementation and evaluation of key processes • Coordinates specific inter- and intra-department processes • Responds to questions and addresses issues related to these processes. • Assists in documenting and updating processes • Collaborates with team members and supports the coordination of department projects • Assists with department processes and systems, helps identify improvement opportunities, and supports the implementation of solutions • Maintains effective communications with internal and external customers and stakeholders • Compiles and summarizes data to support team reporting needs • Participates in orientation and cross-training of team members

• Investigate and resolve issues hindering Vendor’s ability to deliver expected services • Schedule and lead periodic operational issues meetings • Assist in budget preparation, PO management and cost control applicable to vendors

• Design & scale CS processes: Build and evolve core Client Success workflows (renewals, QBRs, escalations, growth motions), with a focus on efficiency, automation, and scalability • Drive operational leverage: Continuously identify opportunities to reduce manual effort, streamline workflows, and increase output through better systems, tooling, and AI-enabled processes • Lead strategic initiatives: Own high-impact projects that improve CS effectiveness and scalability — from process redesign to tool implementation to cross-functional operating models • Partner with CS leadership: Support team operations, planning, and communication to ensure strong execution, alignment, and accountability across the org • Own reporting & insights: Build dashboards and reporting that provide clear, actionable insights into client health, activity, renewals, and performance — enabling better, faster decisions • Enable tools & systems: Administer and optimize CS tools (e.g., Service Cloud, Highspot, etc.), driving adoption, training, and continuous improvement • Leverage AI & emerging tech: Actively identify and implement ways to use AI and automation to improve workflows, surface insights, and increase team productivity • Drive cross-functional coordination: Partner across Sales, Proposals, Implementation, Marketing, and Data to create seamless handoffs and a unified client experience • Uplevel team enablement: Identify gaps and build resources (training, documentation, playbooks) to ensure the team can operate efficiently and consistently

Role Description The Finance Operations Network (FON) is a key pillar within Finance Operations. Its mission is to drive process improvements, standardization, automation, and performance monitoring across both captive and BPO delivery environments, working in partnership with GPOs and WE DO to deliver high-quality finance operations. As Finance Operations & Controllership Support – FSI SME (junior analyst), you will be part of the Finance Operations Network R2R team, reporting to the Finance systems integration (FSI) Lead, providing system and process expertise. You will focus on supporting the Oracle Cash Management (CM) sub-ledger, ensuring accurate automated system postings align with our banking and broking processes across the general ledger. Each SME owns a specific sub-process area and collaborates continuously with Controllership, GPOs, WE DO’s Corporate Operations, IT Teams (both Corporate and CRB) and Service Management teams. This is a remote position; however, the role requires working in US business hours. Key Responsibilities - Build relationships with key stakeholders from Accounting and Settlement, Treasury, Finance IT and R2R. - Provide a point of contact for the Controllership and R2R reconciliation teams to raise issues with OCM postings. - Work with A&S and Treasury teams to investigate and identify corrections required to automated postings. - Support Finance IT with proposals for template changes and rules based postings. - Work closely with CM SME to ensure controls are maintained and monitored. - Lead and support continuous process and system improvement initiatives within the scope of Cash Management and the Financial Accounting Hub (FAH). - Support the build of Microsoft Fabric and related Power BI dashboards. Develop data matching rules to automate FAH to OCM reconciliations. Investigate and resolve variances. - Ensure the reliable and accurate day-to-day running of Cash Management, reviewing and preparing template changes, setting up new accounts, and resolving mis postings. Support for the following account types: - EPIC and ECLIPSE trade B2B - PNC Client accounts - AR automated accounts - Sundry posting accounts - Support Oracle Cash Management rollout and updates, including requirements gathering, testing, training delivery, and hyper care. Role Benefits - Improve control environment around automated bank posting and reconciliation in line with our SOX control process. - Drive down aged open items in automated bank reconciliation and Broking Cash clearing accounts. - Improve End to End knowledge of the CM process from the Import of electronic statements all the way through to end reconciliations with detailed knowledge of process steps and ownerships in between. Core Competencies - Leadership & Influence: Ability to drive change and lead cross-functional teams. - Analytical Skills: Strong analytical capabilities to identify and address process inefficiencies. - Communication: Ability to articulate changes and influence stakeholders effectively. - Project Management: Comfortable managing large-scale process initiatives. - Technical Acumen: Understanding of finance systems, processes, and enabling technologies.