• Leads daily IT operations to ensure system stability, availability, and performance • Drives incident and problem management in alignment with ITIL best practices • Participates in Batch Operations to ensure the timely, accurate, and reliable execution of business-critical workloads • Assists management in the selection, training and developing of new employees • Oversees 24x7 IT operations, system performance, and service availability • Leads incident lifecycle management • Oversees daily Incident and Problem Management activities • Leads major incident response efforts and coordinate technical teams • Conducts root cause analysis and track long-term fixes for recurring issues • Maintains clear communication with leadership, technical teams, and business partners • Ensures alignment with ITIL and IT service management best practices • Participates in Batch Operations activities • Ensures SLA adherence and ticket queue performance • Monitors service metrics and identify improvement opportunities • Maintains ITIL-aligned processes, runbooks, and documentation • Assists the manager in monitoring team performance, staffing, and development • Collaborates with IT and business stakeholders • Ensure accurate documentation of incidents, problem records, and changes within ITSM tools • Provide guidance and mentorship to junior team members • Support on-call rotations and lead in major incident response efforts • Contribute to continuous improvement initiatives aligned with ITIL best practices

• Work directly with staff members across all age groups and technical proficiency levels to implement organizational cybersecurity measures • Develop and deliver accessible training materials and one-on-one support sessions • Serve as a responsive, patient resource for staff technology questions and concerns • Research, evaluate, and track Pride events across Florida • Assist in coordinating logistics for Tier 1 Pride event participation • Manage relationships with third-party vendors and event organizers • Collect and organize data from Pride engagements • Design and implement systems and tools that strengthen the volunteer experience • Develop processes that enhance member engagement and deepen relationships with Equality Florida's membership base • Create tracking mechanisms and databases to maintain organized records of volunteer and member interactions

• Execute internal audits and conduct thorough operational reviews throughout the loan lifecycle, encompassing origination, underwriting, servicing, and collections. • Spot and address process inefficiencies, operational risks, and control gaps within loan operations. • Guarantee compliance with internal policies, procedures, and risk management standards. • Contribute to the enhancement and fortification of internal controls within WBL’s lending operations. • Deliver insightful audit findings along with actionable recommendations to elevate operational procedures and strengthen risk controls. • Collaborate with management to oversee remediation efforts, ensuring prompt resolution of audit findings.

• Lead and coach a team of Trust & Safety Analysts across Fraud Operations and Disputes workflows. • Own daily operational performance across fraud alerts, transaction monitoring, manual reviews, disputes, escalations, productivity, quality, and SLA adherence. • Act as the senior operational escalation point for complex cases, ensuring decisions are timely, consistent, and risk-based. • Drive high standards of communication, structure, and follow-through across the team, ensuring priorities, risks, escalations, and decisions are clearly documented and communicated. • Partner closely with the L2 Analysts to improve decision quality, run calibration sessions, identify knowledge gaps, and ensure analysts are aligned with internal policies, risk frameworks, and card network rules. • Use QA insights, operational data, case trends, and analyst performance data to coach the team, improve playbooks, and strengthen decision-making across fraud and disputes workflows. • Identify fraud and chargeback trends, operational bottlenecks, control gaps, and emerging risks, then turn these insights into clear action plans and measurable improvements. • Lead strategic initiatives across Trust & Safety Ops, including process redesign, workflow optimisation, playbook development, tooling improvements, automation opportunities, and AI-enabled operational enhancements. • Collaborate with other teams to improve fraud controls, dispute outcomes, customer experience, and operational scalability. • Create a high-accountability team culture where ownership, responsiveness, operational discipline, and proactive problem-solving are the standard.