What are the responsibilities and job description for the Senior Title Operations Manager position at First American?
Who We AreJoin a team that puts its People First! First American's Direct division provides comprehensive title insurance protection and professional settlement services for real estate purchases, refinances and equity loans. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for nine consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.What We DoResponsible for operational functions related to providing title services to customers. Manage and lead teams who perform a wide range of duties related to title operations, provide support to branches to clear title, and focus on customers. Manage processes and policies. Partners with and acts as a liaison between groups such as Examining and Underwriting to ensure that compliance, policy adherence, production goals, and timelines are met. Ensures employee conformance to established practices and proper training of staff.
Provides direct management to a large department; typically manages through subordinate supervisors and/or managers to oversee multiple areas of title operations to clear title. Communicates goals and expectations; may manage title function (examiners/officers). May be responsible for production operations of a large group. May be accountable for internal and offshore production units.
First American invests in its employees' development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.
Provides direct management to a large department; typically manages through subordinate supervisors and/or managers to oversee multiple areas of title operations to clear title. Communicates goals and expectations; may manage title function (examiners/officers). May be responsible for production operations of a large group. May be accountable for internal and offshore production units.
How You'll Contribute
- Manages work activities and operations of a large functional area or department that supports the title process.
- Collaborate and partner with Escrow/Branch Managers and/or leaders of other functions/ operations/ business units to improve processes and efficiencies cross functionally. Takes a solutions-based approach.
- Influences management on decisions related to departmental and functional priorities, schedules, plans and cost controls. Ensures that processes and plans are integrated with broader business unit strategies.
- Manage processes and guidelines for the work conducted by the group; identify and implement best practices, coordinate and monitor efforts between groups/ organizations.
- Sets standards, measures results, and identifies training needs for subordinates and the broader organization.
- Resolve/manage customer escalated issues; identify/triage issues; track and identify trends and look to modify processes to implement best practices.
- May work with vendors who provide services to FA. (Involvement with vendors depends on area) Fees/rates may be determined by SLAs or negotiated by this role. Manage vendor compliance and performance; Improve processes/ quality of output; in smaller locations, may manage a wider range of vendors involving office management providers.
- Attends management meetings and disseminates information to staff to keep them informed on initiatives and issues.
- Input/involvement in expense management and reporting.
- Writes and conducts employee performance reviews and provides ongoing performance feedback through coaching. Approves hiring and compensation decisions.
What You'll Bring
Required Education, Experience, Certification/Licensure
- Bachelor's degree or equivalent combination of education and experience
- 7-10 years of directly related experience.
- 5 years demonstrated experience in a management role.
- Demonstrated success establishing, leading and maintaining effective working relationships at the Senior Management level.
Knowledge, Skills, and Abilities (KSAs)
- Strong process skills required, detail oriented.
- Strong computer skills and knowledge of company operating systems/applications.
- Strong problem-solving and customer service skills.
- Ability to lead/sought out for advice.
- Able to manage competing priorities.
- Forward thinking and able to identify and leverage skills of other teams/groups to drive process improvement/change.
- Successful track record designing, developing, and executing critical complex projects in more than one area of functional expertise.
- Can change the thinking of, or gain acceptance from, others in sensitive situations, using influence and preventing damage to the relationships.
- Strong capacity to communicate the function's vision and the department's direction and set aligned goals. Provides resources and creates systems to measure results. Has a good understanding of competitor, financial and industry dynamics.
- Actively recruits, retains and develops talent and holds employees accountable for results. Leads change, manages conflict and fosters collaboration.
- Drives and models customer loyalty, manages customer expectations, solicits customer feedback and ensures commitments are met.
- Provides others with reliable information and delivers informative and persuasive presentations. Uses good listening skills and negotiates effectively.
- High level of business acumen, strategic agility, ability to develop others, and influence change.
First American invests in its employees' development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.
