• Manage, optimize, and implement systems and processes to provide high-level support across the company and portfolio • Drive operational excellence and efficiency across the organization by developing relationships with employees • Provide cross-functional collaboration to achieve strategic goals • Aid in the end-to-end execution of critical projects and initiatives that drive effective implementation and adoption of standards • Create and introduce operations processes, templates, tools, job aids, reports, and dashboards • Develop and document standard operating procedures (SOPs) for system-related workflows • Assist in the development, implementation, and optimization of operational systems and technologies • Provide high-level peer-to-peer technical and operational support across all departments • Lead system conversions for all acquisitions and dispositions • Audit, monitor, and ensure compliance with regulatory requirements

• 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.