We are seeking an experienced and results-driven Operations Manager to lead and support key operational teams within our organization. This leadership role is responsible for ensuring exceptional service delivery, regulatory compliance, operational efficiency, and client satisfaction while developing and mentoring a high-performing team.
The ideal candidate is a strong people leader who thrives in a fast-paced environment, enjoys solving complex operational challenges, and is passionate about driving continuous improvement. This individual will work closely with clients, attorneys, vendors, and senior leadership to ensure departmental goals align with the firm's strategic objectives.
What You'll Do:
Operational Leadership
- Lead the day-to-day operations of assigned department(s), ensuring work is completed accurately, efficiently, and in compliance with client, investor, and regulatory requirements.
- Serve as the primary escalation point for complex operational and client-related matters.
- Monitor workloads, staffing levels, and resource allocation to meet productivity and turnaround expectations.
- Develop and maintain department procedures and best practices in response to evolving client, investor, and regulatory requirements.
- Represent the department during client meetings, audits, and leadership discussions.
Team Development & Performance Management
- Mentor, coach, and develop Supervisors and team members to maximize performance and career growth.
- Foster a culture of accountability, collaboration, engagement, and continuous improvement.
- Conduct performance evaluations, provide ongoing feedback, and address performance concerns proactively.
- Partner with Human Resources and senior leadership on hiring, employee relations, and performance management initiatives.
Quality, Compliance & Process Improvement
- Establish, monitor, and improve key performance indicators (KPIs), quality metrics, and compliance standards.
- Conduct quality assurance reviews and implement corrective actions as needed.
- Ensure departmental compliance with client requirements, investor guidelines, firm policies, and regulatory obligations.
- Identify opportunities to streamline workflows, improve efficiencies, and support automation initiatives in partnership with IT and leadership.
- Manage risk by proactively identifying, escalating, and resolving compliance or operational issues.
What Success Looks Like:
In this role, you will:
- Lead teams that consistently achieve productivity, quality, and service-level goals.
- Maintain high standards of accuracy and operational excellence.
- Drive positive client outcomes through strong process management and service delivery.
- Support successful internal, client, and regulatory audits.
- Build an engaged and accountable team culture focused on continuous improvement.
- Implement process enhancements that improve efficiency, reduce risk, and elevate client satisfaction.
Qualifications
Required:
- 3+ years of supervisory or management experience in a legal services, financial services, mortgage servicing, or related environment.
- Demonstrated success leading teams, managing priorities, and meeting deadlines in a fast-paced setting.
- Strong analytical and problem-solving abilities with experience leveraging performance metrics to drive results.
- Excellent communication, interpersonal, and leadership skills.
- Ability to build strong relationships with clients, attorneys, vendors, and internal stakeholders.
- Exceptional organizational skills and attention to detail.
Preferred
- 5+ years of experience in foreclosure, bankruptcy, default servicing, creditor rights, or a related industry.
- Experience with client scorecards, compliance management, audit preparation, and quality assurance programs.
- Proficiency in Microsoft Office Suite.
- Experience with Perfect Practice or similar case management software.
Physical Requirements
- Primarily office-based work involving extended periods of sitting and computer use.
- Ability to communicate effectively in person, by phone, and through electronic communications.
- Ability to occasionally move or lift files, documents, or office supplies weighing up to 20 pounds.
- Ability to operate standard office equipment, including computers, printers, copiers, and scanners.
If you're a motivated operations leader with a passion for team development, process improvement, and delivering exceptional results, we'd love to hear from you. Apply today and become an integral part of our growing organization.
