• Conduct in-depth investigations, identifying root causes and recurring patterns; • Anticipate operational risks and issues that may affect the customer experience; • Review and map operational and customer experience journeys, identifying friction points; • Propose improvements supported by technical and analytical evidence; • Lead analyses, forums, and rituals with moderate autonomy; • Translate data into clear, concise, and actionable narratives; • Support decision-making based on structured analyses; • Coordinate interactions between teams and partner areas, ensuring alignment and execution.

• Act as the team's operational leader and the Senior Manager's closest extension — the go-to for escalations, the standard-setter for quality, and the primary mentor for Associates and Specialists • Represent the Senior Manager in cross-functional forums with Sales VPs and Sales Leadership — aligning on Deal Desk priorities and surfacing team needs and blockers • Serve as a senior point of contact and escalation for complex deals, non-standard pricing requests, and contract exceptions • Oversee deal approval processes and pricing compliance, stepping in on escalations and exceptions that require senior judgment • Ensure the team maintains SLA standards, stepping in to unblock or resolve complex or time-sensitive cases as needed • Act as the eyes and ears of the Sales team — proactively identifying deal friction, recurring blockers, and emerging risks before they escalate • Own the working relationship with Legal and Finance on behalf of the Senior Manager — aligning on policy, setting expectations, and ensuring the team has the guidance needed to handle non-standard situations independently • Develop and maintain deal playbooks and sales enablement resources, ensuring the Sales team has the guidance they need before they need to ask • Build and scale automated workflows that reduce manual effort and allow the team to focus on higher-value work • Track Deal Desk performance metrics and deal trends, translating data into actionable recommendations and feeding directly into the Senior Manager's planning and prioritisation • Act as the Senior Manager's operational extension — driving the Deal Desk improvement roadmap across processes, tooling, automation, and policy, and leading initiatives through to execution • Support month-end and quarter-end close operations to ensure smooth and accurate deal execution

• Review and reconcile account data within both retirement accounts and HI operating accounts • Become an expert in 3-4 operational processes and serve as an advanced source of knowledge for HI stakeholders • Provide transactional assistance to Ops teams across the organization when necessary to support scenarios of high volume, interim product development, or prioritized business needs • Trace transaction information through the recordkeeping lifecycle • Identify, analyze, and propose practical solutions for operational challenges while collaborating with team members to implement improvements • Assist triaging incoming assignments to teammates • Contribute to team improvement initiatives and projects • Handle varied workload composition of 5-7 types of team tasks including complex assignments and highly escalations issues

• Serve as the physician-facing point of medical contact for ordering providers, applying clinical judgment to resolve questions and concerns that require a physician's perspective. • Provide medical leadership to the internal teams that support ordering physicians, translating clinical context into operational decisions. • Lead the development and optimization of physician onboarding and ordering workflows to ensure a seamless ordering experience for physicians. • Identify and address clinical and operational barriers that impact physician adoption, utilization, and retention. • Partner with Medical Affairs, Laboratory, and commercial cross-functional teams to improve end-to-end clinical and operational processes. • Provide medical oversight and guidance for clinical experience initiatives and operational improvement projects. • Analyze physician ordering patterns, operational metrics, and physician feedback to identify opportunities for process improvement. • Serve as a senior clinical and operational resource to ordering physicians for complex clinical questions and escalations. • Translate physician insights and operational challenges into actionable recommendations for Medical Affairs and business leadership. • Drive initiatives to improve specimen quality, turnaround times, ordering efficiency, and the overall quality of the physician ordering experience. • Evaluate and address challenges that contribute to provider attrition, including clinical friction, workflow inefficiencies, and ordering obstacles.