Operations Manager in office

Who We Are

Join 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 ten 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.

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Responsible 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. Supervises a staff responsible for day to day operational activities of a defined function within the title process (i.e. Title Assistants, Recording or Curative groups). This supervisory role is intended to cover a range of supervisory roles within the title process. May be responsible for production operations supporting multiple areas.

Acts as a liaison with internal and/or external businesses, establishing and enhancing local relationships. This role sits in our Wenatchee, WA branch 5 x a week.

Essential Functions

• Primary purpose of role is supervision. Supervise the day to day operational activities of Title employees who have responsibility for daily operational tasks in a Title Operations Center. Assist with all personnel management, ensure appropriate wage and work hour laws are followed, and provide input to goal setting for the functional area.
• Delegate tasks, manage work flow and make recommendations for staffing needs. With management consultation, interview candidates, provide hiring recommendations, write and conduct performance reviews, and provide ongoing feedback and coaching. Manage disciplinary actions.
• Monitor processes and identify subordinate training needs along with those of the organization. Drive efforts for organizational flexibility through cross-training objectives.
• Implement processes and metrics to monitor and improve customer service, quality, turnaround time and productivity.
• Knowledge and management of the interaction with process workflow, FAST, and electronic imaging databases, such as TRD, DATATREE, DATATRACE, etc.
• Drive problem solving activities and make informed decisions to ensure product is of high quality, low cost, and meets turnaround time service level agreements.
• May act as liaison with offshore groups through production monitoring and measuring performance against metrics. Ensure offshore production percentage is continuously increased and consistent with capabilities and training.
• Provide regular status updates and reports to Manager.

Knowledge and Skills/Technology Used

• Familiar with company policies, contract coverage and compliance concerns
• Proficient in Microsoft Office applications with emphasis on Microsoft Excel
• Solid technical knowledge of operating systems and applications
• Ability to interpret contracts
• Ability to deliver information in an articulate and assertive manner both orally and written
• Successful track record of executing day to day operational responsibilities, along with participating in, developing and completing projects in area of expertise.
• Emerging leadership skills
• Ability to implement and enforce processes to ensure compliance and quality.
• Ability to…