运营经理 - 证券结算集团 LLC- 远程东北
Manager Operations Escrow - Market Street Settlement Group LLC- Remote Northeast
区域运营支持经理是致力于优化和支持所辖区域内多个品牌和州的托管团队运营流程的战略合作伙伴。该职位专注于推动运营卓越、流程标准化和技术整合，同时为分支机构和区域托管团队提供专业指导和支持。该职位与高级管理层、国家运营中心及跨职能合作伙伴紧密协作，确保每个运营接触点都体现公司的价值观、愿景和对服务卓越的承诺。
主要职责
运营支持与流程优化
- 分析、优化和标准化运营流程，提高面向客户的托管助理和结案人员的效率和生产力。
- 与国家运营中心（NOC）合作，开发并整合NOC与分支机构之间的标准化工作流程。
- 监控和分析运营KPI，识别趋势，提升绩效，并实施改进措施。
- 为区域托管支持部门提供指导、培训和支持，确保团队高绩效和高满意度。
索赔管理与风险缓解
- 支持托管团队识别、解决和预防产权索赔。
- 与法务和承保团队合作，实施主动的风险管理策略并确保合规性。
战略项目开发
- 设计并执行区域计划，以提升托管运营的效率、盈利能力和客户体验。
- 采用试错方法试点创新项目，并根据数据和反馈进行迭代。
协作与利益相关者参与
- 与销售、客户服务、财务、合规和科技等跨职能团队密切合作，整合流程改进并提升客户满意度。
- 作为区域领导和分支机构团队的资源和支持点。
技术整合与创新
- 推动技术平台的采用和整合，以简化托管运营并提升客户体验。
- 支持IT部门开发或改进用于交易结案的技术平台。
- 评估并实施新技术，包括机器人流程自动化（BOTs）、AI工具、工作流仪表盘和报告系统，以提高效率和准确性。
- 利用数据分析发现趋势，跟踪KPI
查看英文原文
The Regional Operations Support Manager is a strategic partner dedicated to optimizing and supporting operational processes for escrow teams across multiple brands and states within assigned region. This role focuses on driving operational excellence, process standardization, and technology integration, while providing expert guidance and support to branch and regional escrow teams. This role collaborates closely with senior leadership, the National Operations Center, and cross-functional partners to ensure every operational touchpoint reflects the company’s values, vision, and commitment to service excellence.
Key Responsibilities
Operational Support & Process Optimization
- Analyze, refine, and standardize operational processes to increase efficiency and productivity for escrow assistants and closers in customer-facing roles.
- Collaborate with the National Operations Center (NOC) to develop and integrate standardized workflows between NOC and branches.
- Monitor and analyze operational KPIs to identify trends, drive performance, and implement improvements.
- Provide guidance, training, and support to regional escrow support departments, ensuring high team performance and job satisfaction.
Claims Management & Risk Mitigation
- Support escrow teams in the identification, resolution, and prevention of title claims.
- Implement proactive risk management strategies and ensure regulatory compliance in partnership with legal and underwriting teams.
Strategic Program Development
- Design and execute regional initiatives to enhance efficiency, profitability, and customer experience for escrow operations.
- Pilot innovative programs using a test-and-learn approach, iterating based on data and feedback.
Collaboration & Stakeholder Engagement
- Work closely with cross-functional teams, including sales, customer service, finance, compliance, and technology, to integrate process improvements and enhance customer satisfaction.
- Act as a resource and escalation point for regional leaders and branch teams.
Technology Integration & Innovation
- Champion adoption and integration of technology platforms to streamline escrow operations and improve customer experience.
- Support IT in developing or improving technology platforms used to close transactions.
- Evaluate and implement new technologies, including BOTs, AI tools, workflow dashboards, and reporting systems, to improve efficiency and accuracy.
- Utilize data analytics to uncover trends, track KPIs, and inform strategic initiatives.
Training & Documentation
- Develop comprehensive training programs to ensure staff proficiency in optimized processes.
- Maintain thorough documentation of operational procedures and updates.
- Foster a culture of teamwork, customer service, and continuous improvement.
Requirements
- 5+ years in title and escrow operations with multi-state oversight preferred.
- Proven expertise in operational support, process optimization, and risk mitigation.
- Strong leadership and team development skills in a support capacity.
- Experience in sales strategy and CRM utilization is a plus.
- Proficiency in operational tools, reporting platforms, and project management systems.
- Ability to travel regionally as needed.
Originally posted on Himalayas