• Establish clear operational ownership, performance expectations, and accountability across teams, as well as ensure operational readiness to support growth, new market launches, and evolving regulatory requirements • Own Payment Integrity strategy and execution, including prevention, detection, investigation, and timely documentation and resolution activities, as well as design and oversee operational controls to ensure accurate payment, minimize overpayments, and reduce financial leakage • Partner with Compliance and Regulatory Operations teams to establish workflows, escalation paths, and documentation standards for identifying, investigating, proactively mitigating risk, and addressing potential FWA, all while ensuring appropriate tracking, reporting, and leadership visibility into trends and outcomes • Establish standardized, auditable, and scalable processes and drive rigorous documentation of operational workflows, SOPs, controls, and interdependencies across HPS, as well as partner with IT and Analytics to enable workflow automation and system‑enabled controls where appropriate • Define and monitor operational KPIs, SLAs, and performance metrics, using data and reporting to identify bottlenecks, risks, and opportunities for efficiency and quality improvement, as well as lead continuous improvement initiatives to strengthen execution, reduce rework, and ensure operational issues and risks are proactively escalated and resolved • Serve as a strong communicator across HPS and enterprise partners, translating complex operational issues into clear, concise updates for executive leadership, as well as partner closely with Regulatory Operations to support audit readiness, regulatory responses, and sustainable remediation • Lead and develop senior operational leaders and their teams, including hiring, coaching, performance management, succession planning, and building a culture of accountability, ownership, documentation discipline, and continuous improvement.

• Plan, schedule, and coordinate virtual and in-person public and private training programs, managing execution from initial setup through completion • Manage all instructor-led training logistics, including venue arrangements, catering, room setup, technology requirements, and vendor coordination • Maintain accurate and up-to-date course, learner, and instructor records in the Learning Management System (LMS), including scheduling, attendance, and completions • Serve as the primary point of contact for learners and instructors, addressing inquiries related to course access, certificates, payments, scheduling, and logistics • Support live training delivery by providing basic troubleshooting, monitoring enrollments, cancellations, and occupancy levels, and escalating issues as needed • Update and validate training-related data in Salesforce, maintain internal trackers and reports, support administrative and financial processes, and contribute to continuous process improvement initiatives

• Coordinate and support virtual and in-person training sessions, gaining hands-on experience with scheduling, rosters, calendars, and learner communications from start to finish. • Support logistics for instructor-led training, including venue coordination, room setup requests, materials preparation, and on-site readiness. • Maintain accurate learner and course data in a Learning Management System, understanding how enrollments, attendance, and completions impact reporting and customer experience. • Communicate professionally with learners, instructors, and internal stakeholders by monitoring shared inboxes, responding to common questions, and sending standardized training communications. • Prepare training sessions for delivery by confirming links and materials, providing basic virtual troubleshooting, and escalating issues appropriately. • Update and manage training-related data in Salesforce, learning why data accuracy matters across sales, operations, and reporting. • Maintain trackers and assist with routine reports on enrollment, attendance, and feedback, building foundational skills in operational reporting and process improvement.

• Monitor the inspection workflow (requests, pending balance, and completed inspections), ensuring conversion and reducing no-shows • Monitor operational KPIs and identify bottlenecks • Analyze failures, rejections, and losses, proposing action plans • Manage the performance of inspection providers and oversee operational handling • Prepare performance reports and presentations • Collaborate with internal teams (IT, Product, and Sales) to drive process improvements • Open and track technical tickets and operational inconsistencies • Ensure process quality and a positive impact on customer experience (NPS) • Recommend continuous improvements aimed at increasing efficiency and reducing churn