Title Insurance

POSITION SUMMARY

• Assistant Manager Operations will manage day-to-day US Title Insurance operations, ensuring achievement of quality, productivity, turnaround time, and SLA requirements. The role is responsible for leading high-performing teams, managing operational performance, supporting client requirements and escalations, and driving continuous improvement, process compliance, and operational efficiency.

KEY RESPONSIBILITIES – OPERATIONS

• Manage day-to-day operations, including Title Search and related title products.
• Ensure achievement of defined quality, productivity, turnaround time, and SLA targets, with proactive action on potential SLA risks.
• Monitor queues, workloads, volumes, and staffing to ensure timely completion of orders and effective resource utilization.
• Review daily operational performance and implement corrective actions for identified gaps.
• Ensure accurate and timely operational reporting and maintain effective process controls.
• Support implementation and stabilization of new processes, products, clients, and projects.
• Plan resources based on transaction volumes, business requirements, and forecasted demand.

QUALITY & PROCESS MANAGEMENT

• Ensure adherence to client-specific requirements, SOPs, process guidelines, and applicable compliance standards.
• Analyze quality trends, recurring errors, audit findings, and rework; implement corrective and preventive actions.
• Identify process gaps and opportunities for standardization, automation, cost optimization, and productivity improvement.
• Ensure audit observations are addressed within defined timelines and process documentation is kept current.
• Drive continuous improvement initiatives to enhance quality, efficiency, and client experience.

PEOPLE MANAGEMENT

• Lead, coach, and mentor team members to achieve individual and operational performance objectives.
• Manage attendance, staffing, roster/shift planning, and resource utilization.
• Conduct performance reviews, provide timely feedback, and address performance gaps through structured coaching.
• Identify training needs and coordinate with Training/Quality teams to close skill gaps.
• Build a culture of accountability, quality, collaboration, employee engagement, and continuous improvement.
• Support effective onboarding, nesting, and transition of new hires into production.

CLIENT & STAKEHOLDER MANAGEMENT

• Act as a key point of contact for day-to-day client communication and operational requirements.
• Manage client queries and escalations proactively and ensure timely resolution.
• Participate in client calls and business reviews and provide updates on performance, risks, and action plans.
• Build strong relationships with clients and internal stakeholders.
• Coordinate with Quality, Training, Workforce Management, Technology, Finance, and other stakeholders to ensure smooth service delivery.

REPORTING, COMPLIANCE & RISK MANAGEMENT

• Prepare and review daily, weekly, and monthly reports covering productivity, quality, SLA/TAT, volume, capacity, utilization, attendance, backlog, and error trends.
• Analyze operational data, identify trends and risks, and present actionable improvement plans to management.
• Ensure adherence to organizational policies, client requirements, process guidelines, and applicable compliance standards.
• Escalate significant operational, quality, compliance, or client-impacting risks to the appropriate leadership team.

JOB REQUIREMENTS

• Bachelor’s degree from a recognized institution.
• 6+ years of experience in BPO/ITES operations, preferably with significant experience in US Mortgage/Title Insurance operations.
• Strong knowledge of US Residential Mortgage Title Search and related Title Insurance products/processes.
• Experience managing teams in a production environment with defined quality, productivity, and SLA metrics.
• Experience in client communication, operational reviews, escalation management, process improvement, and root-cause analysis.
• Strong analytical, problem-solving, decision-making, verbal, and written communication skills.
• Working knowledge of MS Excel, reporting tools, and operational systems.
• Willingness to work flexible shifts, including weekends/holidays, based on business requirements; travel may be required.