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Provide an overview of the KPIs and supporting

your presentation, please outline the following :

1. Provide an overview of the KPIs and supporting performance metrics that paint a full picture of the health of our outsourced servicing network.

○ What differentiates topline vs leading KPIs?

2. Create a weekly business review (WBR) framework that enables us to holistically understand the vendor networks’ performance against key servicing

performance measures.

○ What should we measure at the network level vs vendor partner level? Why?

3. Build out a roles & responsibilities framework across key areas of vendor management that outline different responsibility/accountability lines across Vendor Management, Vendor Partners, Workforce Management, Training & Quality, and other key departments that would need to be leveraged if/when servicing metrics are missed in order to identify root cause and enable the creation of remediation plans that address the shortfalls

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