• You will be someone who is proven in delivering sound technical advice but also commercially focussed with an eye on business development; creating your own channels and providing key direction to juniors. • You’ll love building secure and trusted relationships with your portfolio of clients; building a real connection to understand what they want to achieve. Then advising them on how to get there with robust plans to follow through. • You will have a passion for spotting opportunities to help our clients further and deepen your relationships. • Future-proofing the role of Private Client Tax, you’ll thrive at providing advisory work to our clients, typically HNW individuals, business owners and trusts. • We have growth aspirations to significantly increase the size of the Private Client business and we want you to join us on that journey and be part of something special.

• Directly manage ~10 billing agents on the APAC shift: queue monitoring, escalations, 1:1s, QA reviews, scheduling • Own your team's performance metrics and coach agents to improve • Handle complex escalations: refund edge cases, Stripe disputes, subscription issues, product bugs • Ensure clean handoffs between your shift and the next • Design and maintain the QA rubric, scoring guides, and calibration process across all shifts • Build and iterate on the training program for new hires and ongoing agent development • Own the escalation playbook: define tiers, create response templates, track resolution patterns • Own the hiring pipeline for billing agents: sourcing, screening, interviews, offers • Coach Associate Managers on people management, performance conversations, and strategic thinking • Run performance calibration cycles and make recommendations on promotions, PIPs, and exits • Represent billing operations in conversations with product, engineering, and finance • Own org-wide billing support metrics: TTR, CSAT, QA scores, reopen rates, volume trends • Raise the bar on technical troubleshooting in training and QA: help agents investigate billing issues with appropriate depth (logs, account state, repro steps) before escalating

• Leading and coordinating the day-to-day operations of the Managed Detection and Response (MDR) team • Ensuring the successful delivery of security monitoring, incident response, and operational support services • Managing team operations and driving service improvements • Coordinating escalations and ensuring operational excellence across the SOC environment • Handling managerial responsibilities including staffing, performance management, coaching, mentoring, and training • Collaborating cross-functionally with engineering, operations, leadership, and other departments

• Lead execution of Upstart’s secured lending quality control program across origination, servicing, and collections, including pre-close and post-close reviews, compliance testing, denied/withdrawn application reviews, investor defect analysis, and non-performing loan reviews • Oversee QC sampling methodology and ensure risk-based, statistically sound sample selection aligned with regulatory expectations • Serve as product owner for the QC Engine, including rule approval, output validation, threshold calibration, and performance reporting • Drive root cause analysis and remediation for defect trends, investor kickouts, repurchase demands, early payment defaults, and other quality issues • Develop quality reporting, dashboards, and trend analyses for senior leadership, including defect trends, escape rates, cure rates, sampling coverage, and corrective action status • Prepare the Quality function for audits and regulatory exams through strong documentation, evidence management, and examination-ready processes • Partner with Operations, Compliance, Legal, Risk, and servicing teams to align on quality standards, escalation paths, and remediation timelines • Oversee third-party, subservicer, servicing, and collections quality reviews, including compliance with applicable consumer lending requirements • Support model risk monitoring through quality reviews tied to credit decisioning, adverse action accuracy, and early default trends