• Lead a team of Customer Service representatives, monitoring their performance to important metrics and supporting their career and personal growth. • Oversee designated activities within the department as assigned, such as monitoring critical metrics, coordinating meetings, and taking responsibility for specific systems/processes. • Collaborate with sales leadership to enhance our partnership and outcomes with wholesale accounts; address advanced inquiries from buyers, account executives, and sales leadership when needed. • Interview, hire, and onboard new team members – setting up onboarding and training plans.

Role Description - All processing should be as per SOP/OPM’s and UCP/ISBP/ISP as applicable and charges recovery to be as per the extant guidelines. - Perform sanction checking of relevant parties in documents. - Handle Commodity Trade Operations documents. - Responsible for authorizing/inputting transactions into the system and prepare/authorize relevant SWIFT messages. - Ad-hoc tasks given by the Team Head. - Ensure errors/knowledge gaps are shared with line manager/team to address customer service issues. - No revenue leakage due to miss out in charges collection. - No outstanding reconciliation entries pending in Nostro or Internal accounts. - Managing customers’ expectations, Ideation and working on automation projects. - Participating in Team Huddles and showing enough Teamwork to provide solutions to any issues. - Ensure solutions are implemented on fast track basis and work closely with onshore unit to ensure seamless client delivery. - Audit observations if any, must be closed in an effective and timely manner. - Ensures efficient processing of transactions, adherence to service standard and quality services to both internal and external customers. - Acts as an authorizer/maker for Import LG issuance/Amendments/cancellation and/or similar stages for Standby Letter of Credits/Claims. - Ensures that the practice and procedures stated in relative manual have been strictly followed during the course of transaction processing. - Recommends actions in relation to changes in law, Rules of International Chamber of Commerce, Government regulations and bank policies which will affect the import scenario. Qualifications - Bachelor's Degree. - At least 5-7 years of relevant working experiences in India Trade Operations. - Expert level knowledge in Understanding of Letter of Guarantee and Letter of Credit. - Expert level knowledge of accounting entries and UATs. - Understanding of amortization principles. - Good communication skills, Team Management and interpersonal skills. - Proficiency in MS Office (Word and Excel). - Attentive to details, good analytical skills and interpersonal skills. - Able to work under pressure, excellent organizational skills and good team player.

• Coordinate and track strategic sourcing initiatives (RFx events, negotiations, renewals) end to end. • Own the PMO operating cadence — prepare materials and track outcomes for recurring forums. • Serve as a central point of coordination across Sourcing, Procurement Operations, Finance, Legal, and internal business owners. • Maintain accurate spend and savings-to-budget records across initiatives. • Identify and implement improvements to sourcing and PMO processes, standardize templates and playbooks.

• Model, maintain and update provider capacity (EHR) across all clinical roles—therapy, psychiatric consultation, coaching, and care coordination • Responsible for entering and ensuring all provider data (availability, booked appointments, credentialing status, caseload status, provider type) is accurate in all FamilyWell and related systems (EHR and Registry). • Apply contracted hours and caseload formulas to forecast panel availability and surface shortfalls before they affect patient access • Further develop and utilize the rolling workforce plan tied to enrollment projections, patient demand, and partner volume (including new-state expansions) to ensure availability and provider utilization • Ensure Provider Operations anticipates and close staffing gaps across W2 and 1099 providers • Monitor the provider registry (matching tool), ensure accuracy across licensure, availability, panel status, and state coverage • Partner with Provider Operations to support active recruitment pipelines for therapists, psychiatric consultants, and coaches—including expansion states • Manage collaborative agreement processes for NPs operating in states requiring physician oversight • Serve as the point person for provider onboarding, schedule development and maintenance; working with providers to set and update availability and build out schedules based on estimated caseloads. • Own schedule management and availability optimization across all provider types and engagement models • Ensure compliance with 1099 vs. W2 classification requirements by state and proactively flag risk areas • Reduce scheduling friction through waitlist management, cancellation fill protocols, and regular availability audits • Monitor and manage patient no-show and late cancellation patterns; develop and oversee protocols to reduce lost appointment time and support patient re-engagement • Monitor and manage provider cancellations; track trends by provider, identify patterns affecting patient access, address and escalate as appropriate with clinical leads • Serve as the escalation point for scheduling conflicts and availability issues affecting patient access or provider retention • Manage and report on operational KPIs: service line volume, caseload utilization, referral conversion, productivity, time to care, enrollment-to-exit ratios, no-show and cancellation rates • Build and maintain dashboards that surface operational issues such as provider productivity, patient flow, no shows, capacity constraints, staffing needs, clinical acuity changes, performance and other concerns. • Use data to predict demand shifts and inform quarterly staffing and capacity decisions • Partner with clinical leads and Product & Growth to create and produce monthly performance summaries for both providers and leadership • Partner with the Medical Director and Clinical Operations Manager to create and implement documentation compliance standards; monitor adherence and escalate outliers in compliance, productivity, or patient outcomes • Support optimal patient workflows: intake, scheduling, provider assignment, charges, re-engagement, and offboarding • Collaborate with the Product Manager for patient experience to design and improve patient-facing workflows, communication protocols, and continuity-of-care pathways • Monitor patient experience data (surveys, outcomes) and drive improvement plans in collaboration with clinical and product leads • Identify and resolve bottlenecks in the enrollment-to-active-care pipeline • Lead operational implementation of patient-facing initiatives such as AI-assisted intake, consent workflows, and credit card collection at intake • Serve as the clinical-operations bridge to revenue cycle management (RCM), ensuring billing workflows are operationally supported • Monitor enrollment-to-billing pipeline integrity and surface bottlenecks that affect collections • Establish and maintain standardized workflows across all clinical service lines • Own end-to-end project management for new pilots and technology implementations, including AI-assisted intake, after hours programs, EHR product enhancements and other process changes • Maintain operational playbooks and ensure cross-functional alignment across Medical Leadership, Provider Success, Clinical Operations, Provider Operations, and Product & Growth on process changes and go-live timelines