Senior Manager, National Settlement Services

• Oversees the Shared Success Center (SSC) Settlement Services Configuration and Support Teams and processes to deliver high quality services to affiliate title companies and meet production demands and achieve service level objectives. (40-50%)
• Oversees the configuration and deployment of settlement services software applications and its ongoing tier 2+ user support teams driving service excellence and continuous improvement across Settlement Services operations.
• Partner with President of Title and Settlement Services to develop and execute shared service operations strategy, operating platform, ticketing system for incident management, workflow processes, control plan, and service level agreements for Settlement Services. (40-50%)
• Identify, oversee and lead improvement efforts of SSC Settlement Services team systems and procedures to ensure proper controls, the safeguarding of assets, and the efficient execution of all activities. (15-20%)
• Provide support to the affiliate title company leaders and CEOs. (15-20%)
• Responsible for daily management and supervision, hiring, training resource development, and ongoing development of SSC Settlement Services Configuration and Support team members and Soft Pro application support and configuration teams to ensure compliance, maximum productivity, operational consistency and maintenance of customer service standards and relationships. (10-15%)
• Manage volume,service levels and operational performance using tools such as Soft Pro tasking, queues, and Power BI Views for wire desk and post-closing service provided while monitoring performance trends and supporting continuous improvement initiatives. (5-10%)
• Work with HSOA IT team to establish reporting responsibilities, communication processes, performance metrics, and escalation protocols for Settlement Services. Perform liaison support with HSOA IT and Application Support for the deployment, maintenance and ongoing enhancement of Soft Pro. (5-10%)
• Perform any additional responsibilities as requested or assigned. (0-15%)

• Bachelor’s degree in business or equivalent knowledge and work experience.
• 7-10 years relevant title and escrow (settlement services) and high-level management/leadership experience.
• 5+ years’ experience in designing processes, workflows related to customer service/satisfaction.
• Demonstrated experience and knowledge of Soft Pro software (including tasking for escrow and title processing) and other technology applicable to settlement services required.
• Experience in establishing and/or operating shared services model for settlement services with track record of meeting and exceeding service level agreements or KPIs.
• Ability to implement best practices and standardization for a shared services organization.
• Superior analytical and problem-solving capabilities
• Strong strategic business planning mindset
• Metrics/reporting-centric with savviness in related business reporting and management programs and practices required.
• Working knowledge of the real estate industry practices/processes preferred, including ALTA Best Practices.
• Excellent organizational and leadership skills
• Outstanding communication and interpersonal skills

Demonstrates expertise in managing settlement services operations, including configuration and support of Soft Pro software, while ensuring compliance and service excellence. Proven ability to lead teams, implement best practices, and drive continuous improvement in a shared services environment.

• Soft Pro Software Proficiency
• Settlement Services Management
• Process Design and Workflow Optimization
• Leadership and Team Development
• Strategic Business Planning

• Settlement Services Configuration
• Process Design
• Workflow Management
• Performance Metrics
• Incident Management
• Service Level Agreements
• Customer Service Optimization
• Data Analysis
• Reporting and Metrics
• Compliance Management

• Analytical Problem-Solving
• Organizational Skills
• Communication Skills
• Interpersonal Skills
• Leadership Skills

• Title and Escrow
• Shared Services Model
• Real Estate Industry Practices
• ALTA Best Practices
• Service Level Agreements
• KPI Management

• Soft Pro
• Power BI
• Ticketing Systems
• Task Management Tools
• Incident Management Systems