The Manager is responsible for managing multiple teams and/or multiple clients to ensure their performance meets or exceeds company standards while maintaining client satisfaction. The incumbent is responsible for maintaining optimal levels of client service and meeting the daily operational goals of multiple teams and/or multiple clients in a closing services unit. Ensure high output quality and maintains high levels of employee preparedness by constant oversight and continual development of employee skills. Accountable for managing workload issues across team and tracking productivity as a whole. Maintain good client relations by taking direct action on client requests and issues. Conducts performance reviews for staff and participates in staffing issues.
This role will be required to provide management coverage for teams, clients, and processes in the Pacific timezone. Only candidates located in the Pacific or Mountain time zones will be considered. Regardless of a candidate's location, they must be willing and able to work 8:30AM-5:00PM Pacific or later. Applicants must be currently authorized to work in the United States on a full-time basis and must not require sponsorship for employment visa status now or in the future.
Review daily all assigned Work in Progress reports to ensure completion of tasks
Evaluate reports that depict client activity to ensure efficient team operations and client satisfaction
Manage and participate in the daily functions of multiple title/closing operations teams for a client and/or multiple clients
Manage workload issues across teams and propose and implement efficiency initiatives as deemed necessary
Make recommendations to Director for staffing levels, overtime, and movement of employees between teams
Enforce staff adherence to client time requirements
Take responsibility for the teams' accuracy, efficiency, timeliness, and completion of duties
Develop and maintain title/closing services policies and procedures
Conduct staff meetings to convey operational issues
Maintain the highest levels of customer service to ensure client/vendor retention by taking direct action on issues and coordinating activities with company personnel and other departments
Develop partnerships with clients
Recommend systems and process enhancements to reduce processing times and improve accuracy
Maintain open communication with team members, clients, vendors, other departments, and management.
Build and maintain employee morale
Review departmental profitability: recommend actions to keep costs and fees within company guidelines
Monitor and approve department payroll
Monitor the participation in training of staff members and on-site representatives, i.e. one-on-one training, classes, and coaching
Participate in the system enhancement signoff process
Participate in new client setup
Review and evaluate staff performance
Monitor and review employee time and attendance and conduct employee counseling sessions with Human Resources and recommend discipline as required
Participate and make recommendations in the employee selection process
Identify, promote, and develop employees to team leader and account executive positions
Review and signoff on authorized items
Complete all other duties as assigned by management
All other duties as assigned
Prior experience as a Title/Closing Management Account Executive or 5 years' management experience in the real estate, banking, or vendor management industry
High School diploma or equivalent preferred
Knowledge of real estate closing and title clearance processes
Must possess good organizational skills, ability to handle multiple tasks simultaneously and demonstrate good communication and customer service skill
Manager, Originations Title & Closing Operations • Phoenix, AZ, US
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