Overview

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.

A DAY IN THE LIFE

In this role, you will...
• Manage workloads for and participate in the daily functions of multiple title/closing operations teams for a client and/or multiple clients
• 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
• Be responsible for staff performance, attendance, training, payroll approval, and staffing decisions

WHO YOU ARE

You possess ...
• 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
• Good organizational skills, the ability to handle multiple tasks simultaneously and demonstrate good communication and customer service skills

Responsibilities
• 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

Qualifications
• 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