• Responsible for maintaining and improving IT support processes and knowledge practices • Ensures IT support operates efficiently and consistently with a strong focus on end-user experience • Reduces ticket volume, improves resolution times, and enables self-service through well-defined processes • Design, document, and continuously improve IT support processes across Incident, Service Request, Knowledge, and Problem Management • Support and evolve the IT knowledge management strategy • Expand self-service capabilities through service catalogs, knowledge articles, and virtual agents • Track and analyze key performance indicators related to process efficiency and knowledge effectiveness • Collaborate with IT leadership, service desk, field services, and other business units to align processes with operational needs

Role Description This role is responsible for safeguarding the business by identifying why failures occur, investigating suspicious activity (including fraud) and managing the end to end remediation of sensitive incidents. The role will improve operational gaps in our service delivery. With a strong focus on internal systems, reporting, and investigations, the role will proactively manage high impact operational cases and provide actionable operation insights. The position will work closely with Risk, Compliance, Legal, and frontline teams to help deliver a patient-first fraud framework and roadmap. This includes refining case management, improving reporting accuracy, assisting in recommending practical controls, and guiding change to reduce the business’s exposure to chargebacks, high-risk orders, and unauthorized transactions within a digital-first environment. Key Responsibilities - Fraud & Suspicious Activity Analysis: - Monitor and investigate suspicious cases, specifically focusing on fraud detection and internal/external risk. - Investigate control failures to determine how and why of process breakdowns and work with the Head of Contact Centre on remediation plans and preventative measures. - Conduct deep dive reviews into anomalous data or behaviours that signal a breach in protocol. - Map out Patient Journeys to identify pain points and control weaknesses. - Document control issues and operational inconsistencies in fraud resolution. - Case Management: - Manage a dedicated portfolio of sensitive cases. - Handle inbound enquiries and conduct outbound calls to gather evidence on incidents and sensitive cases. - Act as the primary point of contact for stakeholders involved in fraud/suspicious case investigations. - Insight Generation & Reporting: - Translate investigative findings into actionable operational insights for leadership. - Identify trends in control failures, fraud patterns, and complaints. Suggest process enhancements based on these insights. - Manage PTX dashboard updates. - Assist in developing metrics and reporting structures to monitor fraud management performance over time. - Stakeholder Collaboration & Change Management: - Engage key stakeholders to align on improvement opportunities and secure endorsement for proposed changes. - Assist in developing a change management and communication plan to support the adoption of new processes. Qualifications - Exceptional verbal skills for managing difficult or sensitive phone conversations. - Comfortable managing a high pressure portfolio involving sensitive or personal information. - Analytical and critical thinking with a pragmatic approach to problem-solving. - Investigation skills with the ability to identify patterns and root causes. - Sound knowledge of Montu’s operating systems and procedures. - Well developed written and verbal communication to clearly document processes and engage stakeholders effectively. - Experience working with external regulatory bodies (eg. ACCC). - Knowledge of fraud detection frameworks and risk mitigation aligned with compliance and patient-first principles. - Experience in project management, process mapping and operational analysis desirable. - Experience in healthcare, telehealth, or digital services environments desirable. - Familiarity with legal and regulatory requirements for fraud and compliance desirable. Benefits - Gaining access to SAGED courses and more through the Greenhouse learning platform, fostering continuous growth and development. - Enjoying discounts with over 450 retailers through our Reward and Recognition platform. - The freedom of a full-time, work-from-home role. - Access to co-working spaces in Sydney, Melbourne, Brisbane, and select regional cities. - Mental health support through our wellbeing platform, Unmind. - A private health insurance discount through Medibank. - Up to 8 weeks of paid parental leave. - Swag kits to celebrate key milestones in your journey with us. - Enhance your home office with our work from home equipment allowance benefit. - Being part of one of the fastest-growing industries in Australia, improving the lives of hundreds of thousands of patients. Compensation AUD 100,000 - AUD 135,000 yearly

• Responsible for managing, validating, and optimizing the electronic exchange of data between internal systems, clients, and third-party partners • Ensure data accuracy, timely delivery, proper formatting, and adherence to quality standards while troubleshooting delivery issues • Own the strategy and continuous improvement of the company’s Electronic Data Deliverables (EDDs) solutions for environmental testing clients • Manage the preparation, validation, and delivery of Electronic Data Deliverables (EDDs) in client-required and regulatory-compliant formats • Oversee daily electronic data exchange processes, including automated feeds, APIs, secure file transfers, and batch jobs • Ensure data quality and compliance through validation, quality control, and review of project-specific and regulatory requirements • Collaborate with laboratory, project management, business, IT, and client stakeholders to support data delivery and onboarding activities

• Processing files from a variety of educational regions. • Determining if each document meets WES’ documentation requirements. • Processing applications within specified timeframes, checking for accuracy and consistency of assessment outcomes. • Verifying academic information entered by the client and ensuring accuracy against corresponding documents. • Maintaining the security and privacy of applicant information.