• Leading the operational excellence strategy to uplift commercial performance, EBITDA margin, and operational efficiency • Championing customer service delivery and outcomes, tracked through metrics and KPIs • Driving data‑led decision making, ensuring insight, KPIs and reporting inform business actions • Overseeing the Quality Assurance function to ensure consistent, compliant trading behaviours • Delivering continuous improvement across trading processes, including through use of AI and automation to create a step-change in our growth capability • Partnering with senior stakeholders across Retail Broking, Operations, Compliance, L&D and Integration to ensure the best possible outcomes for our clients • Providing leadership, coaching and development to a remote team

• Coordinates day-to-day activities within brokerage operation and works for the implementation and enhancement of operational procedures. • Prepares cover letters as needed by the broker for marketing renewal business and provides essential administrative support in tasks. • Administers and updates client information in all necessary systems accurately. • Maintains well-organized technical documentation for client accounts, transactions, and relevant documentation, ensuring compliance with record-keeping regulations. • Performs customer service functions by answering broker requests and questions by telephone, email, chat, or in person. • Prepares and analyzes compliance reports associated with brokerage operations and collaborates with internal stakeholders to meet business requirements. • Maintains compliance with regulatory requirements and internal policies and ensures the coordinators are adhering to policies. • Recognizes and mitigates operational risks, collaborating with risk management teams to implement control measures. • Supports ad-hoc business requests and engages other coordinators as needed. • Supports the coordinators on their deliverables and suggests ways to improve their performance.

• Responsible for operating evoTrip’s Japan platform year-round • Focus on Snow and Mountain Biking trips • Grow the Japan Trips offering into a year-round adventure platform in Japan • Blend product development, vendor management, and operational leadership to deliver premium guest experiences while scaling efficiently • Collaborate closely with evo’s North American team to refine products and evolve trip offerings in Japan for North American guests

• Hire the right agents, and un-hire when performance doesn’t meet the bar • Manage day-to-day operations and maximize team efficiency • Oversee and develop a team of online agents • Conduct training, coaching, and evaluations • Handle escalations and daily issues—internally and externally • Promote high performers, demote or exit low performers • Collaborate with other departments to improve systems and processes • Use data and dashboards to make decisions, spot gaps, and drive improvements