• Lead and deliver internal audits from planning through to reporting and follow-up. • Assess the design and effectiveness of controls across operational, regulatory, financial and technology processes. • Identify risks, determine root causes and provide practical recommendations to strengthen controls and improve outcomes. • Deliver assurance work across our regulated business and assess compliance with regulatory obligations across multiple jurisdictions. • Evaluate controls supporting areas such as Safeguarding, AML, Consumer Protection, Data Privacy, and Regulatory Reporting. • Develop understanding of evolving regulatory expectations and emerging risks affecting the global payments and remittance industry. • Build and maintain effective working relationships with internal stakeholders across the 1st and 2nd Lines of Defense. • Communicate audit observations clearly and support stakeholders in developing effective remediation plans. • Contribute to continuous improvement of the Internal Audit function and support audit planning and risk assessment activities. • Use data analytics, automation and AI-enabled audit techniques to enhance audit coverage, support analysis and improve efficiency.

• Direct and manage the daily operations of the enterprise Help Desk and End User Support organization. • Lead a team of Help Desk Supervisors, Team Leads, and Service Desk Analysts providing Tier I and Tier II support • Serve as the senior escalation point for complex customer service issues • Establish operational goals, performance objectives, and customer service standards • Ensure consistent delivery of high-quality technical support services across the organization • Develop staffing plans, work schedules, and resource allocation strategies to meet operational demands • Oversee Incident Management, Request Fulfillment, Problem Management, Knowledge Management, and Service Request processes • Ensure compliance with established Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) • Monitor ticket queues and workload distribution to optimize service delivery • Analyze service trends and implement improvements to increase first-call resolution and customer satisfaction • Lead Major Incident response activities and coordinate communications during service disruptions • Collaborate with Change Management teams to minimize user impact during system changes

• Must be able to obtain and maintain a Public Trust security clearance. • 3+ years professional Help Desk experience. • Bachelor’s degree in information technology or equivalent experience. • Must have experience as a Help Desk Analyst supporting Microsoft applications. • Experience providing support for major and business productivity applications, which include but are not limited to: Microsoft 365, Exchange Online, Microsoft Intune, and other Microsoft applications. • Experience providing Tier 1 Help Desk support. • ServiceNow Help Desk experience required. • Keep up to date on ServiceNow best practices. • Customer service driven. • Excellent written and verbal communication skills. • Must be detail oriented.

• Develop and maintain comprehensive project and program plans, including scope, schedules, dependencies, resource models, budgets, risks, and mitigation strategies. • Lead cross-functional teams spanning IT, Data Science, Information Security, Software Engineering, Infrastructure, Quality, Legal, and Business functions. • Deliver AI- and technology-enabled initiatives including data platforms, AI/ML solutions, process automation, system integrations, and enterprise applications. • Partner with business and functional leaders to translate strategic objectives into executable technology roadmaps and delivery plans. • Oversee external vendor, consultancy, systems integrator, and technology partner relationships to ensure quality, value, and timely delivery. • Proactively identify and manage technical, operational, security, and organizational risks. • Establish and track delivery metrics, milestones, and KPIs, reporting progress, risks, and outcomes to senior leadership and governance forums. • Manage program financials, including forecasting, cost control, value tracking, and benefits realization. • Champion continuous improvement, modern delivery practices, and the responsible, ethical adoption of AI technologies. • Support organizational change management, user adoption, and operational handover to ensure sustainable outcomes.