• Design and optimize scalable operational workflows that improve visibility, efficiency, and execution across the mortgage marketplace • Build and enhance intelligence frameworks and dashboards that translate marketplace data into actionable insights for Sales and leadership • Analyze sales productivity, goal attainment, and funnel performance metrics to identify execution gaps and performance lift opportunities • Maintain and enhance sales force automation systems (e.g., CRM configurations, workflow rules, tracking structures) to strengthen accountability and operational rigor • Identify and implement automation opportunities, including AI-enabled solutions, to reduce manual effort and increase real-time decision support • Partner with Business Analytics to standardize data definitions and establish reliable, centralized sources of truth • Drive cross-functional adoption of operational improvements by translating insights into scalable process enhancements

• Provide oversight of post Claims Recovery Platform recovery execution • Ensure recoveries are fully realized through disciplined reconciliation, exception resolution, and recovery system oversight • Maintain tight operational monitoring to prevent dropped, delayed, or lost recovery dollars • Ensure recovery outcomes are accurate, complete, and audit ready • Own end-to-end post recovery execution • Maintain visibility and control over recovery inventory • Perform financial reconciliation to confirm recoveries are fully realized • Identify and investigate recovery drops, failures, and anomalies • Lead resolution of recovery exceptions • Serve as the business subject matter expert for recovery systems • Monitor recovery execution closely to ensure compliance, accuracy, and audit readiness • Perform other duties as assigned

- Process new SMSF establishment applications from start to completion. - Coordinate directly with clients to manage the SMSF setup process. - Collect required documentation and follow up with clients for completed and signed forms. - Maintain and update client records and profiles in internal systems and portals. - Send documents for electronic signing and monitor completion status. - Respond to client enquiries via email and client portals in a professional manner. - Prepare and collate documentation for SMSF tax and compliance requirements. - Respond to internal queries from the Australian accounting team. - Maintain accurate records and ensure documentation is complete and up to date. - Update and maintain the CRM portal with relevant client and marketing information. - Assist with basic website copy updates and marketing administration tasks when required. - Generate marketing or operational reports as required. - Support the team with general administrative and operational tasks.

• Manage a high-performing team of T1 technicians, fostering a culture of technical curiosity, ownership, and accountability. • Manage all aspects of evening cloud and desktop support, including ticket queue health, performance monitoring, and incident resolution. • Facilitate clear, professional communication in both English and Spanish for client updates, internal documentation, and team meetings. • Serve as the Incident Commander for major service disruptions, coordinating communication and technical resources until resolution. • Review T1 tickets for technical accuracy and provide "in-the-moment" training on Azure and M365 troubleshooting. • Maintain strict adherence to FedRAMP, HIPAA, HITRUST, and IRS 1075 standards.