This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This is a newly created permanent position. The Bilingual Service Delivery Manager is responsible for leading and managing the day-to-day operations of the Service Delivery team across travel and lifestyle services in both English and French. This role ensures the delivery of exceptional client experiences, meets business and quality goals, and fosters employee engagement. The manager will coach and develop high-performing teams, drive operational excellence, and support strategic initiatives to exceed client expectations and contractual commitments. Qualifications - Minimum 5 years in travel, lifestyle, or hospitality services. - Minimum 5 years managing teams of 15+ in a call center environment. - Must possess relevant Supervisor Travel Industry Certification in accordance with local requirements. - Experience with travel programs (air/hotel) and B2B models preferred. - Bachelor’s degree or equivalent experience required. - Highly proficient communication in English (verbal and written) required. - Proficient communication in French (verbal and written) required. Requirements - Strong professional presence and communication skills. - Travel GDS and CRM knowledge. - Comprehensive understanding of relevant Travel Industry specific standards and regulations. - Ability to thrive in fast-paced, evolving environments. - Strategic leadership, delegation, and coaching capabilities. - Business acumen and client trust-building. - Proficiency in MS Office (Word, Excel, PowerPoint, Outlook, Visio). Benefits - This position is a non-travel position. - Flexible schedule, including evenings, based on business needs. Work Environment & Physical Requirements - Must have a dedicated, quiet, and private workspace free from distractions. - Ability to sit and remain at a desk for extended periods (up to 8 hours per day) while operating a computer and telephone headset. - Reliable high-speed uninterrupted internet connection meeting minimum company standards. - Ability to use hands and fingers to operate a computer keyboard, mouse, and other office equipment. - Clear, polished and professional verbal & written communication and active listening skills to effectively interact with clients and team members. - May occasionally require walking, standing, or light lifting (up to 10 pounds) of equipment such as a laptop or office supplies. Aspire Lifestyles is dedicated to providing accessible services to all individuals, including those with disabilities. Accommodations are available upon request throughout the selection process.

• Lead, coach, and develop a team of business analysts, providing technical guidance and thought leadership to deliver high‑quality, scalable analytic solutions • Act as the HCC and Stop Loss subject matter expert for cross‑functional partners, informing strategy, decision‑making, analytic direction and adoption paths for Stop Loss data assets and insights • Development of foundational stop loss analytic assets and insights • Stop loss and HCC analytics, including product performance and ad hoc analyses across high‑cost drivers, emerging trends, pooling behavior, financial impacts, attachment point dynamics, broker insights, and risk signals; evolve existing analytics and develop new capabilities • Translate complex business questions into clear analytic and data requirements, delivering actionable insights that drive business outcomes • Ensure strong data quality, governance, and controls, reconciling analytic assets to financial sources of truth and driving continuous improvement in data integrity and accessibility • Drive automation and modernization of analytic processes through SQL optimization, data engineering best practices, and close collaboration with Technology and Data Science partners • Communicate insights, implications, and recommendations to senior leaders through clear, concise, and compelling storytelling

• Overseeing interim and sub-servicing operations to ensure alignment with internal processes, investor guidelines, and regulatory standards • Managing relationships with external servicing partners and future GSE relationships, ensuring contractual obligations and service levels are met • Monitoring servicing workflows, KPIs, reporting, and trend data to identify risks, gaps, or recurring issues • Escalating findings when expectations are not met and driving root cause analysis through to resolution • Leading servicing-related initiatives, projects, and system enhancements from planning through execution • Collaborating cross-functionally with Secondary, Compliance, Production, Finance, and Operations teams • Developing, documenting, and refining servicing policies and procedures to support long-term scalability • Creating reporting visibility that enables leadership to make informed decisions

• Responsible for demand forecasts across all channels (DTC, DME, retail, and distributor) and customer care support, in all regions and global markets • Develop and maintain an 18-month rolling forecast at the SKU, channel, region level to inform global supply chain purchasing decisions • Identify demand risks and opportunities early and proactively recommend mitigation actions • Own and manage the global demand planning calendar, ensuring forecasts are timely, complete, and aligned with commercial and operational objectives • Lead the demand pillar of S&OP/IBP, ensuring alignment across Commercial, Supply Chain, Finance, and regional stakeholders • Partner closely with the regional sales teams to incorporate pipeline, promotional plans, launches, and market intelligence into the forecast • Collaborate with Product & Marketing teams on NPI, campaigns, and demand-shaping activities • Work with Supply Planning and Finance to align demand plans with capacity, inventory targets, and financial forecasts • Analyze historical sales, promotions, product lifecycle, and market trends to improve forecast accuracy • Develop, track, and report on key demand KPI’s including MAPE and forecast bias, at the market, SKU level • Identify trends, variance, and root causes of forecast error, and implement corrective actions • Drive data integrity and reporting accuracy to support decision-making • Conduct scenario planning for new products, market expansion, and promotions • Drive continuous improvement in forecast systems, tools, and processes, to improve visibility, agility, and decision-making