• Managing the operationalization of Customer Inductions and Portals across business units • Setting targets and monitoring results for induction function • Providing leadership and coaching to branch teams • Regularly reporting on customer induction progress and compliance performance • Managing customer induction and portal compliance elements of new scaled business

• Prepare, process, format, proofread, and finalize client deliverables (e.g., filings, financial documents, reports, presentations, and related materials) using firm-approved systems and standardized, centralized processes. • Ensure accuracy, completeness, timeliness, and compliance with firm quality control and documentation standards. • Support engagement workflows by tracking due dates, monitoring project status, and prioritizing assigned tasks to ensure timely completion. • Communicate proactively with client service team members regarding status updates, clarifications, and deadline considerations. • Maintain organized electronic files and engagement documentation in accordance with firm policies and regulatory requirements. • Coordinate file closing procedures and ensure proper retention and recordkeeping standards are followed. • Coordinate the production and distribution of client deliverables, including secure electronic delivery and, when applicable, printing, binding, and shipping. • Provide responsive administrative support to client service teams, anticipating needs, addressing routine questions, and helping facilitate a positive and professional client experience. • Execute responsibilities in alignment with centralized workflows and established procedures. • Follow established workflows and procedures; communicate potential issues or inefficiencies to leadership and suggest improvements when appropriate. • Perform additional responsibilities and special projects as assigned to support team and firm objectives.

• Own end-to-end billing operations for assigned product lines and key accounts, delivering on-time, accurate invoices, credits, tax application, and adjustments while meeting defined SLAs. • Lead cross-functional workstreams for 2026 initiatives (CARBS, Billing Platform, CPQ enhancements): gather requirements, document processes, coordinate builds, run UAT, and drive rollout and change management. • Design and implement scalable billing controls and reconciliations across CRM → CPQ → Billing → ERP; partner with Accounting on close readiness, revenue cutoffs, and audit support. • Serve as the day-to-day SME for Salesforce CPQ, billing, and ERP integrations; triage defects, prioritize backlogs, and maintain data quality across systems. • Monitor and report KPIs (billing timeliness, accuracy, dispute and rebill rates, DSO drivers) and translate insights into experiments and process improvements. • Act as escalation point for complex deal structures and bespoke billing scenarios; advise BD and Deal Desk pre- and post-close to ensure billable, operationally sound terms.

• Build and manage the overseas BPO program, including interviewing, hiring, onboarding, system setup (CXOne and Mango Voice), and maintaining training materials and SOPs. • Manage and refine the processes ensuring efficiency, accuracy, consistency, and adherence to requirements. • Lead daily syncs to evaluate service levels, blockers, escalations, volume trends, and staffing alignment. • Monitor upstream ticket quality, queue aging, and service level risk related to eligibility workflows. • Diagnose throughput constraints such as call tree complexity, hold times, staffing mix, and process gaps. • Conduct QA checks for agents and refine / scale QA process.