• Configure and validate client benefit setups, including Benefit Orders, Benefit Products, Member Products, and Member Health Plans. • Execute tasks such as eligibility file configuration and testing, SFTP setup, PCA portal setup, stopgap rule creation, data warehouse integrations and system updates. • Configure new products, carrier integrations, and benefit enhancements as they are introduced. • Ensure clients are fully prepared for go-live by validating claims processing readiness and setup accuracy via audits. • Perform post go-live and post rollover validation, including claims QA and issue remediation. • Support ongoing adjustments related to benefit changes, rollovers, and operational issues. • Partner with Onboarding Managers and Solutions Managers to receive handoffs and execute technical components of new client onboarding and existing client changes. • Collaborate with Product, Engineering, and other cross functional teams to manage technical implementation work and track progress through ticketing systems. • Support plan year rollovers and system updates for existing clients in support of Client Success. • Maintain configuration tools, documentation, and workflows to improve consistency and scalability. • Contribute to process improvements based on retrospectives and operational learnings. • Support operational initiatives related to billing, claims resolution, and implementation process improvements.

• Coordinate and schedule product demos and discovery calls with software vendors • Attend all demos, taking detailed and structured notes capturing key functionality, pricing, and differentiators • Produce written breakdowns comparing vendor platforms against current tools — including clear strengths/weaknesses analysis with direct quotes from demos • Manage ongoing vendor communication and follow-up to gather additional information or clarifications post-demo • Maintain a centralised tracker of all tools evaluated, status, and recommendation outcomes • Collaborate with internal stakeholders to understand requirements before vendor evaluations • Flag discrepancies, red flags, or gaps in vendor offerings and escalate to relevant decision-makers

• Serve as main point of contact through various forms of communication to maximize service level success across the enterprise (multi-site including Assurant and Vendor Partners) • Analyzes intraday and historical performance to respond/plan appropriately across the enterprise • Monitor and analyze enterprise (multiple sites, including vendor) SLAs and staffing levels, make appropriate recommendations to ensure client contractual goals are met • Partner with vendor managers to communicate and escalate any vendor staffing issues/concerns • Accurately analyze and communicate issues related to BCP events, major systems outages, or other unexpected events to ensure necessary staffing adjustments are made, and service level is protected • Proactively identify, coordinate, and communicate enterprise (multiple sites including vendor partners) overtime and VTO recommendations • Completion, coordination, and oversight of complex ad hoc analysis of systems issues, BCP events, and daily enterprise contact center performance • Recommend and adjust staffing levels through overtime, VTO and/or skilling recommendations • Adjust (reforecast) enterprise level intraday forecasts based on current trending and coordinate responses needed to achieve SLAs • Manages and produces some reports for Service Levels and Operational goals including Service Level Reports, Post Analysis Reports, etc.

• Lead the day-to-day administration of health, welfare, and retirement plans. • Manage equity compensation programs, specifically focusing on UARs and RSUs. • Perform rigorous monthly invoice reconciliations; identify root causes of discrepancies and implement long-term fixes. • Collaborate closely with the Payroll team to ensure seamless benefit deductions, retroactive adjustments, and data integrity. • Develop and maintain dashboards to monitor enrollment accuracy, billing variances, and equity activity to drive data-driven decision-making. • Ensure 100% compliance with ERISA, ACA, COBRA, and HIPAA. Support annual filings, audits, and vendor performance evaluations. • Proactively identify opportunities to automate or streamline workflows to improve efficiency and scalability.