• Responsible for managing day‑to‑day operational performance across the Title and Settlement function • Ensuring high‑quality service delivery, process efficiency, regulatory adherence, and customer satisfaction • Provides leadership to operational teams supporting settlement/closing, post‑closing, recording and related workflow functions • Partners closely with Compliance, Underwriting, Technology, and Business Leadership to drive operational excellence, standardization, and continuous improvement • Oversee daily production across Pre-Closing, Closing, Funding, Recording, and Post Closing functions • Monitor service level agreements (SLAs), turn‑times, quality metrics, and productivity targets • Ensure operational workflows are executed in accordance with ALTA Best Practices, state guidelines, and underwriter expectations • Implement standardized procedures and operational controls across all processes • Resolve escalated issues related to orders, files, customers, lenders, underwriters, and internal partners • Identify gaps, bottlenecks, and process inefficiencies; propose and implement process improvement initiatives • Drive lean operating practices, ensuring reduced defects, improved cycle times, and enhanced customer experience • Maintain operational playbooks, SOPs, job aids, and training documentation • Lead, coach, and develop a team of operational specialists, analysts, or supervisors • Set performance goals, conduct evaluations, and ensure accountability for operational outcomes • Collaborate with internal teams including Compliance, Underwriting, Legal, Sales, Vendor Management, and Customer Success • Act as a point of escalation for key accounts, lenders, and external partners

• Oversee the team responsible for the comprehensive technical and legal vetting of all potential real estate assets • Manage the systematic identification of site constraints, regulatory hurdles, and infrastructure requirements • Ensure a seamless transition from site selection to construction commencement • Provide effective line management and mentoring for team members • Leadership of the design project management team responsible for initial design of infrastructure projects in United States and Canada

• Serve as the second point of contact for Brand Payments Associates, escalating issues to the Supervisor as appropriate. • Complete KPI reporting for Brand Associates weekly and follow-up with any outstanding items. • Answer any escalated questions from cross-functional partners, such as operations, cash applications, accounting operations, or any other internal partners. • Ensure Zendesk requests are being completed per SLAs. • Back-up for any brand payment associate as needed. • Lead calls with brand partners. • Collaborate with the Supervisor on special projects, process enhancements, and system improvements. • Conduct second-level quality reviews of team members' work before escalating to the Team Lead. • Assist with onboarding and training of new team members; contribute to maintaining and updating SOPs. • Stay adaptable and open to learning new tools and systems as business needs evolve.

• Manages a caseload of complex claims that cover a variety of eligibility types, policy provisions, and/or multiple diagnoses and claim factors. • Analyzes and processes claims by investigating and obtaining a wide range of complex information. • Applies claims policies & procedures and appropriately engages intervention of internal/external resources to ensure fair, ethical, and timely management of assigned claims. • Utilizes judgment and knowledge of claims management to make decisions based on information available at the time of decision. • Analyzes and interprets complex coverage contracts to determine if eligibility is met. • Effectively manages time and desk organization; coaches others on techniques and systems for organizing/prioritizing work and staying current on caseload. • Identifies and resolves gaps in financial calculations and offsets when applicable, shares technical knowledge and approach on financial calculations with team members. • Interprets calculations correctly involving complex contract provisions and works with applicable resources as needed to resolve issues. • Understands and reinforces to junior team members the importance of correct and accurate eligibility decisions and benefit calculations.