Leverage data to manage performance: monitor dashboards, detect anomalies, and perform data and root cause analysis to maintain quality and efficiency.
Decide product priorities within agreed goals and capacity. Resolve competing requests across teams and escalate decisions that need wider funding or policy changes.
Track operational performance against Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), and prepare and present operational results during client meetings such as Sales and Operations Planning (S&OP) reviews
o Ensure contract management and administration are fully compliant with contract terms and conditions, as well as Contract Management Policy and Audit Compliance.
Manage programs that enhance and scale data platforms, pipelines, processing systems, and operational tooling supporting AI/ML development and evaluation.
Support the governance, maintenance and continuous improvement of Off-Folio program resources, including policies, terms and conditions, operating standards, playbooks, job aids, FAQs, technical guides, toolkits and internal knowledge repositories.
SOP Development & Agent Skill Authorship - Translate frontline risk experience into structured SOPs and agent skill sets. Identify blind spots in current detection logic, document edge cases, and collaborate with the Product team to continuously improve automated coverage.