Manager Operations | US Title Insurance

Role & responsibilities :

Own overall operational performance for assigned US Title Insurance processes and ensure quality, productivity, SLA/TAT, and business targets are achieved.

• Monitor volumes, capacity, backlog, productivity, utilization, and staffing; proactively address business fluctuations, roadblocks, and SLA risks.
• Lead workforce/capacity planning and implementation of new clients, products, processes, and projects.
• Establish effective governance, controls, and performance-review mechanisms and provide accurate operational insights to senior leadership.

CLIENT & STAKEHOLDER MANAGEMENT

• Own operational relationships with assigned clients and serve as a key escalation point.
• Lead client calls, operational reviews, performance discussions, and business updates; proactively address concerns and service gaps.
• Build long-term client partnerships and identify opportunities to add value and improve service delivery.
• Coordinate with Quality, Training, Workforce Management, Technology, Finance, and other stakeholders to ensure effective service delivery.

QUALITY & PROCESS EXCELLENCE

• Drive quality and ensure adherence to client requirements, SOPs, process guidelines, and applicable compliance standards.
• Review quality trends, audit findings, recurring errors, and root causes and implement sustainable corrective/preventive actions.
• Drive standardization, best practices, automation, process improvement, cost optimization, and productivity enhancement.
• Ensure audit and compliance observations are addressed within defined timelines.

PEOPLE & LEADERSHIP

• Lead, coach, and develop Assistant Managers, Team Leads, and operational teams to achieve business objectives.
• Establish performance expectations and accountability; identify capability gaps and implement development and succession plans.
• Promote employee engagement, recognition, retention, and a high-performance culture.
• Build a pipeline of future leaders through coaching, mentoring, and capability development.

FINANCIAL, REPORTING & GOVERNANCE

• Manage operational costs, staffing, productivity, and resource utilization in line with business requirements.
• Partner with Finance to review billing, revenue, cost, and profitability metrics and identify cost-saving opportunities.
• Review daily/weekly/monthly metrics covering volume, quality, productivity, SLA/TAT, capacity, utilization, attendance, backlog, revenue, and profitability.
• Present performance, risks, variances, and action plans to senior management and ensure effective operational governance.

Preferred candidate profile :

Bachelors degree from a recognized institution.

• 810 years of experience in BPO/ITES operations, preferably with significant US Mortgage/Title Insurance experience.
• Strong knowledge of US Residential Mortgage Title Search and related Title Insurance products/processes.
• Proven experience managing large teams/multiple functions with responsibility for quality, productivity, SLA/TAT, and workforce planning.
• Strong client management, business review, escalation management, stakeholder engagement, analytical, and decision-making skills.
• Understanding of billing, revenue, cost management, profitability, process improvement, and operational governance.
• Willingness to work flexible shifts, including weekends/holidays, based on business requirements; travel may be required.