• Day to day supervision of the travel advisor team • Real time monitoring omnichannel communication • Escalation for issues and questions • Queue management and task distribution • Customer resolution search • Provide back-up assistance during high volume • Optimizing scheduling and staffing levels • Quality assurance • Training and process development • Special projects, requests • Build and maintain traveler relationships, most importantly trust. • Consistently demonstrate thorough knowledge of clients travel program, policy, travelers, and unique features. • Develop strong rapport with supplier partners and always maintain a high level of professionalism • Exceed service level targets and track KPI’s • Ensure client and customer objectives are being met.

• Define and execute the overall fintech strategy, roadmap, and operating model. • Lead fintech product development across payments (pay-ins/pay-outs), cards, and future products. • Build and manage strategic partnerships with banks, PSPs, and fintech infrastructure providers. • Negotiate commercial terms and identify opportunities for innovation and cost optimization. • Develop scalable operations for payment execution, reconciliation, vendor management and risk management. • Partner with Compliance and Legal to ensure adherence to AML, licensing, and regulatory frameworks. • Oversee analytics and P&L across all fintech products; use data to drive performance improvements. • Partner with Product and Engineering to automate processes, launch new fintech capabilities, and improve user experience. • Ensure reliability, resilience, and operational integrity of all payment systems and infrastructure (business continuity, disaster recovery, SLA monitoring). • Build, lead and mentor the fintech/payments team, set objectives, monitor performance, cultivate a culture of operational excellence, innovation and accountability.

• Leads practice day to day strategy and execution by implementing operational frameworks, policies and performance systems that drive quality and scalability. • Own program delivery end-to-end, including existing and new service implementations, ensuring projects are completed on time and aligned with strategic goals. • Translate performance data into action by developing improvement plans, optimizing workflows, and continuously refining operational processes. • Drive cross-functional collaboration with clinical, product, finance, commercial and senior leadership teams to align services with patient needs and client commitments. • Build and optimize operational infrastructure by identifying automation opportunities, improving tooling, and developing real-time reporting to support data-driven decision-making. • Manage internal and external key stakeholder relationships and ensure high service quality, successful implementation and fulfillment of service level agreements while identifying growth opportunities. • Lead and develop high-performing teams through hiring, coaching, and succession planning, fostering accountability and operational excellence. • Anticipate and respond to organizational and market factors that impact our practice proactively adjusting strategy and execution. • Proactively identifies strategies to ensure SimpliFed hits any provider-driven service level agreement obligations set forth by commercial agreements. • Perform other duties as assigned.

• Oversee daily business operations • Design, implement, and refine SOPs • Improve workflow efficiency and scalability • Build and manage KPI dashboards • Translate company goals into operational plans • Break down quarterly targets into actionable deliverables • Identify bottlenecks and solve them proactively • Lead and manage remote team members • Set clear KPIs and enforce accountability • Conduct weekly performance check-ins • Implement tools to improve operational efficiency • Reduce manual processes through automation • Standardize reporting systems