Octus Octus is a leading global provider of credit intelligence, data, and analytics. Since 2013, tens of thousands of professionals across hedge fund, investment banking, management consulting, and law firm verticals have come to rely on Octus to make better, faster, and more confident decisions in pace with the fast-moving credit markets. For more information, visit: https://octus.com/ Working at Octus Octus hires growth-minded innovators and trailblazers across the globe to drive our business and culture. Our core values – Action Oriented, Customer First Mindset, Effective Team Players, and Driven to Excel – define an organizational ethos that’s as high-performing as it is human. Among other perks, Octus employees enjoy competitive health benefits, matched 401k and pension plans, PTO, generous parental leave, gym subsidies, educational reimbursements for career development, recognition programs, pet-friendly offices (US only), and much more. Role We are changing the way that professionals access opaque or complex information, and we are always looking for bright minds to join our growing Customer Operations team. As a Customer Operations Intern, you will work alongside our Support teams across both our public and private platforms, gaining hands-on experience in a fast-paced, client-facing environment. You will assist in handling general support requests and user permissioning tasks, while collaborating with internal teams to help deliver an exceptional client experience. The tenure of this internship program will be between 6-9 months and you will be receiving a monthly stipend. The Team – Customer Operations We are a growing team with ambitious and energetic individuals. The team has a very pro-active, can-do approach to work, and we expect any new joiner to have the same energy. The Customer Operations team regularly works in collaboration with other teams such as Tech, Product Operations, Customer Success, Account Management and Editorial. As an intern, you will get a lot of exposure and insight into how the company functions on a day-to-day basis. Key Responsibilities: - Support both the public and private platform Support teams in handling day-to-day client requests via email and internal ticketing systems. - Assist in processing user permissioning requests, ensuring accurate and timely access provisioning across platforms. - Respond to general support inquiries in a professional and timely manner, helping to ensure a high standard of client satisfaction. - Help maintain accurate and up-to-date user records and account information in our internal systems. - Collaborate with cross-functional teams including Tech, Product Operations, and Customer Success to resolve client issues and escalate where necessary. - Assist with internal reporting and data maintenance tasks as required. - Perform other related duties as assigned. Requirements: - Recent graduate with a Bachelor’s degree in Business, Finance, Marketing, or a related field, OR currently enrolled in the final semester of an undergraduate degree program. - Strong interest in financial services, technology, or client-facing roles. - Excellent verbal and written communication skills in English. - Strong attention to detail with the ability to manage multiple tasks in a fast-paced environment. - A proactive and collaborative attitude with a willingness to learn. - Willingness to work US/EMEA hours. Equal Employment Opportunity Octus is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, pregnancy, veteran status, or any other legally protected status. We strive to create an inclusive and diverse work environment where all individuals are valued, respected, and treated fairly. We believe that diversity enriches our workplace and enhances our ability to innovate and succeed.

Role Description The Process Improvement Specialist will lead initiatives to optimize operational efficiency through data-driven solutions that enhance service delivery and customer satisfaction. They will serve as a liaison between corporate initiatives and field operations, collaborating with branch leadership to ensure practical and effective implementation across the service organization. Pay Range: $79,000 - $111,000. This pay range is a nationwide market range and represents a broad range of compensation for this role across the country. The final offer for this position will be determined by factors including geographic location, experience, skills and education. Work Location/Travel: This role is fully remote with roughly 70% domestic travel required. Key Responsibilities - Lead process improvement activities across multiple locations within our lead to cash processes. - Partner with branch leadership to understand local market needs, challenges, and operational constraints, to develop and implement best practice operational models across service organization. - Collaborate with service managers and their teams to enhance scheduling systems and reduce response times for emergency repairs. - Analyze current service workflows and procedures across inspection, maintenance, testing, and repair operations to identify bottlenecks/opportunities and deliver improvement results. - Develop, document, and implement standardized procedures to enhance technician productivity and service quality, utilizing best in class service procedures, ensuring consistency and compliance with NFPA standards. - Create standardized workflows for common service procedures across service divisions. - Create and maintain KPIs for service delivery, including but not limited to technician productivity, inventory turnover, revenue per service hour, first-time completion rates, callbacks, customer satisfaction, etc. - Design and implement resource optimization strategies to improve technician utilization and route efficiency, utilizing GPS tracking and historical service data. - Design, lead, and deliver effective training programs for service coordinators and technicians on new processes and procedures. - Lead continuous improvement initiatives using Lean/Six Sigma methodologies to reduce waste and increase operational efficiency across our branch network. - Lead our change management processes which enable successful changes, improves our communication, and delivers stakeholder buy-in and engagement. - Establish quality control measures for inspection and testing documentation to ensure accuracy and completeness. - Work with Hiller’s Business Application teams to optimize mobile technology usage for field technicians and improve real-time data collection, reducing paperwork and improving data accuracy. - Work with other cross-functional teams to ensure process changes align with business objectives. - Train employees including new acquisitions on best practices, system application, & Hiller’s SOP where required. - Other duties as assigned by management. Qualifications - Bachelor's degree in Industrial Engineering, Operations Management, or related field. - 5+ years of experience in process improvement, preferably within technical field service operations. - Advanced NICET certifications in Fire Protection Systems a plus. - Lean Six Sigma Green Belt certification, Process improvement projects with documented sustained results, or Experience with multiple problem solving methodologies with multiple project references (8 Step/10 step process improvement, DMAIC, PDCA experience). - Proven experience with service management platforms (Service Trade, Building Reports, Field Edge, Etc.). - Ability to effectively communicate with all levels of branch personnel, with the capacity to influence without direct authority. - Experience working with distributed branch & field operations. - Demonstrated success in multi-site process improvement initiatives. - Ability to build consensus across diverse branch teams. - Experience in change management and delivering sustainable change in a fast paced environment. Benefits - Competitive compensation package, including pay advancement opportunities for industry certifications and continuing education. - Comprehensive benefits package, including health, dental & vision insurance, retirement plans, company paid & voluntary life insurance, company paid short-term disability, voluntary long-term disability, critical illness & accident insurance and paid time off. - Company-provided training, tools and equipment, including $150 annual boot allowance for employees required to wear safety boots in their jobs. - Career advancement potential within a growing company.

• Build and foster an engaged, diverse team of operations excellence experts, high-performing individual contributors, and people managers: • Own and manage end-to-end people strategies and operations. This includes hiring, onboarding, talent development, as well as employee engagement, wellbeing, and morale. • Enable the professional success of the team and its members by supporting and motivating them to meet or exceed expectations. • Provide operational expertise to customer support initiatives and act as the spokesperson for frontline teams: • Influence the upstream design of services and products to ensure strong implementation, and efficient, successful operations. • Build relationships across the customer support network to ensure the voice of operations is heard as early as possible. • Serve as a facilitator and catalyst to ensure the smooth and successful roll-out of key community support programs. • Track these initiatives across your teams and the wider operations organization, and report progress to operations leadership in an effective, streamlined manner. • Ensure strong collaboration and effective launch of strategic initiatives by working closely with operational teams that manage partners and internal, network-wide teams. • Define and manage the global operations operating model at the leadership level. • Define and facilitate key forums for our leadership teams: all-staff meetings, operations priorities forum, and potential leadership meetings. • Be responsible for understanding what is happening across the customer support organization, how and when it will impact our operations teams, and serve as a point of contact for our leadership team, including the Senior Director. • Coordinate our teams to ensure proper reporting of our results and business impact, collaborating cross-functionally with key customer support teams (business operations, CSA).

• Be the day-to-day point of contact for our BPO partner • Help streamline the playbooks • Define operational SLAs and surface problems early • Translate Legal and Product requirements into operations • Run quality calibration and ongoing quality control • Support manual data review programs • Help coordinate incident response • Build the metrics