• Lead, mentor, and support Commercial Lines Account Managers by providing coaching, training, and guidance to promote professional growth and consistent service delivery. • Manage and service a designated portfolio of commercial insurance accounts, including renewals, policy changes, coverage reviews, and complex client service needs. • Serve as an escalation point for complex client issues, coverage questions, and carrier negotiations, ensuring timely and effective resolution. • Establish and reinforce service standards, workflow expectations, and best practices to promote operational consistency and client satisfaction. • Assist with onboarding, training, performance management, and ongoing development of Commercial Lines team members. • Monitor team workloads and productivity, helping balance assignments and ensure service level expectations are consistently met. • Review reports and quality metrics to identify trends, improve processes, and support continuous operational improvement. • Develop and maintain strong relationships with clients, carrier partners, Producers, and internal stakeholders. • Support carrier relationships, assist withpotential E&O matters, and provide operational coverage during team member absences as needed. • Maintain accurate documentation within the agency management system and ensure compliance with agency procedures and industry standards. • Stay informed on commercial insurance products, carrier guidelines, underwriting practices, and industry trends through ongoing professional development.

• Lead day-to-day MDR operations, overseeing case queues, analyst workloads, SLA performance, escalations, and resource allocation to ensure consistent service delivery. • Guide and review incident investigations, validating findings, assessing business impact, recommending response actions, and ensuring appropriate escalation management. • Serve as a key point of coordination during customer and internal escalations, providing clear updates, risk assessments, recommendations, and resolution plans. • Coach, mentor, and develop MDR analysts through case reviews, feedback, skills development, and performance management. • Conduct quality reviews of investigations, customer communications, documentation, and calls to drive operational excellence and continuous improvement. • Analyse operational metrics and dashboards to identify trends, risks, capacity constraints, and opportunities to improve service quality, efficiency, and customer outcomes. • Develop and maintain SOPs, playbooks, workflows, and knowledge-base content to improve consistency and operational readiness. • Provide technical leadership in intrusion analysis, incident response, digital forensics, malware investigations, and threat hunting activities. • Lead response efforts during significant security incidents, ensuring effective coordination, decision-making, and ownership through resolution. • Stay current on threat actor tactics, techniques, and procedures (TTPs), leveraging threat intelligence to enhance investigations, detections, and response capabilities. • Partner with Engineering, Labs, and Content teams to improve detection quality, reduce false positives, and address recurring investigation gaps.

• Be the driving force behind the performance, compliance, and energy of your remote team • Deliver a superior customer experience through meticulous performance management and high-impact coaching • Meticulously monitor performance dashboards, queue health, and individual agent output to ensure strict adherence to KPIs (e.g., SLA, CSAT, Quality Score) and SOPs • Implement a high-energy, structured coaching framework through regular 1:1 sessions • Maintain rigorous, detail-oriented compliance with WFH data privacy and security standards (ISO, PCI) • Expertly utilize remote tools (Scorebuddy, CRM, etc.) to conduct deep-dive analysis on quality, productivity trends, and agent performance • Provide clear, highly detailed, asynchronous updates on campaign health, quality trends, and performance metrics to stakeholders • Serve as a positive, high-energy leader who drives team adaptability to new D2C products, service processes, or tool updates • Effectively manage personal and team adherence to schedules and break compliance within the flexible WFH environment • Assist with basic technical troubleshooting (VPN, access) to keep the team operational

• Be the driving force behind the performance, compliance, and energy of your remote team • Deliver a superior customer experience through meticulous performance management and high-impact coaching • Metaculously monitor performance dashboards, queue health, and individual agent output to ensure strict adherence to KPIs (e.g., SLA, CSAT, Quality Score) and SOPs • Implement a high-energy, structured coaching framework through regular 1:1 sessions • Maintain rigorous, detail-oriented compliance with WFH data privacy and security standards (ISO, PCI) • Expertly utilize remote tools (Scorebuddy, CRM, etc.) to conduct deep-dive analysis on quality, productivity trends, and agent performance • Provide clear, highly detailed, asynchronous updates (Slack, Monday.com, email) on campaign health, quality trends, and performance metrics to stakeholders • Serve as a positive, high-energy leader who drives team adaptability to new D2C products, service processes, or tool updates • Effectively manage personal and team adherence to schedules and break compliance within the flexible WFH environment • Assist with basic technical troubleshooting (VPN, access)