• Operational process support & coordination — Partner with the Director to coordinate initiatives across Finance, Procurement, Banking and BPO-delivered processes; prepare and facilitate workshops, capture outputs, and drive follow-up actions to completion. • BPO resource optimisation & SLA support — Support the optimisation of offshore BPO resource utilisation by monitoring workload distribution, routing and workflow efficiency; help build and maintain SLA/KPI reporting for service reviews. • Process documentation, standards & governance — Develop and maintain process maps, workflows, RACIs and SOPs; keep documentation version-controlled and aligned to global standards, and produce clear work instructions and training materials. • ServiceNow framework & service catalogue — Support the development and upkeep of the ServiceNow framework — workflows, categories, ticket types, routing rules and service catalogue structures — ensuring the data model underpins reliable KPI, SLA and reporting. • Stakeholder engagement & communication — Build collaborative relationships across Finance, Procurement, Banking, BPO, IT and the wider business; communicate process updates and changes clearly and prepare materials for governance forums. • IT change request governance — Act as the operational point of contact for change requests (CRs) affecting Finance, Procurement, Banking and BPO processes; coordinate impact assessments and track CRs end-to-end through the governance model.

• Consolidate and ensure the quality of support operation data. • Define, monitor and evolve operational metrics (SLA, TMR, AHT, backlog, aging, throughput, among others). • Create executive and operational dashboards to track performance. • Develop critical analyses of the operation, identifying deviations, bottlenecks and improvement opportunities. • Support leadership in decision-making through data and indicators. • Monitor SLA compliance and the performance of support queues (N1, N2 and N3). • Prepare demand forecasts and operational capacity analyses. • Standardize metrics, definitions and data sources. • Automate reports and data extraction processes. • Manage and evolve Zendesk, ensuring correct tool configuration and reliable information. • Promote a data-driven culture within the support operation.

• Lead the Remote Support and Systems Engineering teams, fostering a culture of accountability, collaboration, and continuous improvement. • Develop and execute the strategic vision for Remote Service Operations, aligning operational priorities with business objectives. • Drive service quality by managing SLA performance, backlog health, utilization, escalations, operational efficiency, and client satisfaction. • Establish performance expectations, coach leaders, and build high-performing technical teams. • Mature ITIL-based Incident, Problem, Change, Request, and Major Incident Management processes. • Standardize operational processes, documentation, quality assurance, and governance to improve consistency and scalability. • Ensure operational readiness for a 24x7x365 support organization through workforce planning, capacity management, and business continuity. • Identify and implement process improvements, automation, and tooling that increase operational efficiency and service quality. • Oversee ServiceNow and supporting ITSM platforms to improve visibility, reporting, and operational governance. • Develop and manage departmental budgets, forecasting, resource planning, and operational financial performance. • Monitor organizational capacity, utilization, and staffing models to support business growth. • Build executive reporting and dashboards that provide meaningful insight into operational performance, service quality, and business trends. • Partner with Service Delivery, Professional Services, Security, Client Success, Sales, Product, and executive leadership to deliver a seamless client experience. • Serve as a trusted advisor to executive leadership, providing operational insights and supporting organizational growth, transformation, and acquisition initiatives.

• Reporting to the Coding Operations Director, the Coding Operations Manager is responsible for providing operational leadership and oversight of assigned coding functions across the organization. • Direct management responsibility over assigned coding operations. • Ensures coding activities comply with organizational productivity, quality, compliance, and turnaround time expectations. • Collaborates with Revenue Integrity and Patient Financial Services to resolve coding-related billing edits and reduce reimbursement delays. • Maintains extensive knowledge of National Coverage Determinations (NCDs), Local Coverage Determinations (LCDs), National Correct Coding Initiative (NCCI) edits, and applicable federal and state regulatory requirements affecting coding and reimbursement. • Achieves organizational coding quality and reimbursement accuracy goals through accurate assignments of coding methodologies. • Schedules staff, manages staffing assignments, and monitors coding productivity.