Serve as the operational point of contact for all member servicing channels. Monitor vendor compliance and performance with dispute-handling contacts, intake accuracy, and audit readiness. Support the Risk and Vendor Ops teams in implementing and enforcing first-line controls, process monitoring, and remediation plans. Conduct regular audits of support and risk workflows to identify process gaps and opportunities for improvement. Access Governance for team members - onboarding/offboarding/updating tools/access as needed. Partner with Workforce Management to ensure vendor staffing and adherence to schedules on a day to day basis. Collaborate with Training & Learning teams to ensure new hires track against expected glide paths and ensure hiring expectations are being met. Prepare and aid internal stakeholders and internal partners on launch of new LOBs in support of new and expanded products launches. Partner with internal and vendor teams to ensure member inquiries are handled accurately and within qualitative and operational guidelines. Build reporting and scorecards that track servicing accuracy, and adherence to SLAs. Use data and root-cause analysis to identify trends in member contacts, disputes, and operational errors, recommending preventive actions and on-going improvements. Collaborate with cross-functional leads to ensure seamless escalation and information flow between servicing lines of business and respective stakeholders. Bugs identification, system issues and member issue escalation with IT/Engineering stakeholders for resolution and impact analysis. Partner with Member Success, Risk, Compliance, to ensure regulatory requirements are properly operationalized within vendor processes. Work with Product, Engineering, and Fraud Ops to refine workflows, automation tools, and documentation that support servicing accuracy and efficiency. Help design and implement SOPs for new products or regulatory requirements as Dave’s servicing model evolves. Develop and maintain dashboards that track contacts/ticket volumes, turnaround times, error rates, and regulatory adherence. Present insights to leadership on contact trends, process bottlenecks, and vendor performance risks. Identify emerging risk themes and collaborate with cross-functional stakeholders to mitigate them proactively.