Role Description Korn Ferry is searching for a remote Senior Reporting Analyst who will support multiple RPO clients. Experience within an RPO or talent acquisition/HR reporting highly preferred. - The Senior Reporting Analyst will be part of a global team and responsible for the delivery of client specific reporting and analysis to both internal and external stakeholders. - You will be an account lead for the reporting team and liaise with Korn Ferry management as well as client stakeholders, providing additional oversight and consultancy on the accounts which you support. - Develop and maintain ongoing reporting on all aspects of the recruitment process using data from applicant tracking systems (e.g. Workday, SuccessFactors, TalentLink) and Korn Ferry’s internal data warehouse. - Deliver regular reports such as weekly, monthly and quarterly performance dashboards in Excel and Power BI. - Interpret and analyze data in order to identify important trends, measure performance against goals, alert stakeholders to any issues and suggest areas for improvement to ensure goals are met. - Produce ad-hoc reports and analysis as required by internal and external stakeholders. - Proactively audit data, highlight any variances to the business and help improve data quality. - Help to continually improve data management, suggest opportunities to avoid problems and anticipate future data needs. - Operate as a coach and teacher for more junior reporting analysts, providing support when needed. - Demonstrate ownership of account reporting, but capable of delegating tasks. Qualifications - 5+ years of data reporting experience - 3+ years of Excel knowledge (e.g. Pivot Tables, Graphs, VLOOKUP) - 2+ years of Power BI knowledge (e.g. Power Query, DAX, visualization) highly preferred - Strong analytical and problem-solving skills - Ability to engage and consult with a variety of internal and external stakeholders at all levels - Knowledge of Microsoft Office products including Excel, PowerPoint, Word and Teams - Capability to manipulate, visualize and present data in an understandable way - Project Management skills - High attention to detail - High School diploma; 4-year degree preferred

• Lead with an AI-first mindset • Identify and implement opportunities for AI-driven solutions and workflow automation to streamline operations, build deflection mechanisms, and reduce manual effort for both our customers and team. • Design and optimize AI agent conversation flows, triage logic, and handoff behaviors that create seamless transitions between AI and human support. • Configure and maintain AI support agent guidance, rules, and detection attributes to improve response quality, tone, and inbound categorization. • Build and maintain the internal runbooks, SOPs, and help center content that power deflection and self-service. • Own and manage the support tech stack (e.g., Zendesk, integrations with Salesforce, Linear, Slack, and knowledge tools), ensuring reliability, usability, and alignment with team needs. • Serve as the team's first point of contact for tooling questions, troubleshooting, and routing to the right vendor or internal owner. • Partner with vendors on resolving technical issues, evaluating new capabilities, and ensuring we stay on the most effective, up-to-date versions of our tools. • Continuously evaluate the support tool stack against team needs and market options, recommending and executing changes where warranted. • Analyze and enhance support processes to improve efficiency, agent productivity, and customer satisfaction. • Build and maintain integrations between support systems and adjacent tools (e.g., Salesforce, Linear, Slack) that enable automated execution of routine transactional actions. • Design, implement, and troubleshoot automated workflows, including guardrails, validation logic, and exception handling to ensure safe and reliable execution. • Maintain and adjust SOPs as tooling and workflows evolve, ensuring what's written matches what's shipped. • Ensure our tech is in harmony with broader company and cross-departmental processes. • Operates as an embedded, unofficial member of the Support leadership team by advising, weighing in on decisions, and helping execute initiatives related to automation, tooling, and operational scale. • Partner with Support leadership and cross-functional teams to identify operational gaps, recommend solutions, and drive initiatives that improve scalability and consistency. • Contribute to AI and automation effectiveness monitoring by tracking resolution rates, automation rates, CSAT, and escalation patterns to identify improvement opportunities. • Keep up-to-date with technological and support trends to ensure we stay at the forefront of delivering a seamless customer support experience.

Role Description The claims payment analyst is responsible for the overall handling (reviewing, approving, and denying) of Ford and Lincoln Protect claims submitted by Ford, Lincoln and participating dealerships. Claims are received through a variety of sources (i.e. system, reports generated by Ford, manual reviews, etc). - Review claims received in assigned sort groups via Ford Motor Company's claim payment system (OWS) to determine if claim meets Ford and Lincoln Protect policy guidelines. - If all policy guidelines are met, the Claims Analyst is responsible for paying the claim to the dealer. - If claim fails to meet Ford and Lincoln Protect policy, communicate the rationale for why a claim will be denied or adjusted to the dealership. - Analyze claims that require manual payment to determine eligibility. - Exercise sound judgment in balancing Ford and Lincoln Protect policy and dealer satisfaction when making determination to pay or reject. - Recognize system issues and forward to OWS team or leadership for system correction. - Analyze various claims reports to determine if claims are valid. Communicate any claim charge backs to dealer based on Ford and Lincoln Protect business rules. - Assist the Ford and Lincoln Protect Claims hotline with questions and concerns regarding program guidelines. - Provide backup support to Prior Approval operations when needed. - Identify process improvements and best practices as needed. - Complete additional tasks and projects as assigned. Qualifications - High School diploma or equivalent required. Some college coursework desired. - Previous Ford and Lincoln Protect or Warranty claims program knowledge is desired. - Mechanical automotive background required. - Familiarity with OASIS and ACESII is desired, but not required. - Excellent written and verbal communication skills. - Excellent time management skills/organizational skills. - Effective analytical and problem-solving skills. - Attention to detail is required. - Displays professionalism and a positive attitude. - Ability to effectively communicate with customers, managers, and coworkers. - Ability to multitask and prioritize assignments. Company Description Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. - Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow. - Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction. - Leave it better – We take ownership and leave every process, person, and place better than we found it. - Win together – We succeed as one—celebrating, supporting, and showing up for each other. - Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

• Prepare open source screening reports including research, desktop review, background checks and risk analysis on corporate entities and individuals. • Conduct research, screening and performing in-depth checks on businesses and individuals against global databases. This includes (but not limited to) searching for sanctions hits & watchlists, PEP, adverse media and source of wealth. • Interpreting screening results, assess regulatory compliance, and identify potential risks and red flags. • Producing clear and concise risk summaries and scorecards, highlighting key findings and recommendations for further action. • Being the point of contact for client queries, managing their compliance processes end to end and to deadlines. • Working with other Avantia lawyers and analysts, reviewing the work of more junior team members and assisting with training when required.