• Gather and confirm sold‑case information from sales, producers, and customers • Submit accurate group data to Policyholder Services and partner through the scrub process • Lead customers through contract review, billing setup, and use of service tools like AdminEase • Install new groups and transition them to the assigned Account Specialist • Bring customer insights to continuous improvement efforts and collaborate on process enhancements

• Manage daily seat inventory across fare classes to maximize flight-level revenue. • Monitor competitive pricing and adjust market positioning to protect margins. • Identify and implement tactical strategies for underperforming flights. • Manage group requests • Develop and apply demand forecasting models using historical booking data, seasonality, and market trends. • Lead internal ad-hoc analysis to provide data-driven recommendations for commercial initiatives. • Partner with Marketing and Sales to align promotional activities with capacity. • Provide commercial and market insights to support route planning. • Support BD with special fares

• Evaluate client requirements and develop customized service approaches to enhance satisfaction levels • Establish and nurture professional client relationships through consistent, proactive outreach • Own the complete customer experience from initial inquiry to final resolution, maintaining accountability throughout • Demonstrate exceptional dedication to client satisfaction by personally addressing concerns and pursuing outstanding results • Generate comprehensive work orders and track completion while keeping stakeholders informed of progress • Partner with internal departments and external service providers to deliver timely, effective solutions • Follow established service standards while actively identifying opportunities to surpass client expectations • Ensure thorough knowledge of company policies, procedures, and compliance requirements for operational excellence • Apply expert judgment to recognize critical situations requiring escalation to management or specialized teams • Support root cause analysis efforts for persistent or high-impact client concerns • Manage customer inquiries end-to-end, ensuring accurate information collection and consistent stakeholder updates • Work with cross-functional teams to design and implement operational enhancements and process refinements • Champion team training and development programs to improve overall service quality and performance • Guide new team members through structured mentorship programs and knowledge transfer to foster a high-performance environment • Contribute to strategic planning and policy development initiatives that support organizational objectives

• Work closely with the Chief of Staff, COO and the Transformation Directors to help structure the transformation office • Structure the workstreams, owners and charters • Partner with regions to define work packages and execution teams • Structure the roadmap and business case • Set up governance and reporting mechanisms to track progress across workstreams and ensure transparency for leadership and stakeholders • Define robust financial management processes to help govern the program • Identify opportunities to continuously improve the transformation office ways of working and processes