Purpose of Job

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. 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.

Job Duties and Responsibilities (Essential Job Functions)

Common job activities are listed below; actual position responsibilities may vary. Refer to your manager or human resources for specific duties and performance expectations.

• 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 SoftPro 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 SoftPro 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 SoftPro. (5-10%)

• Perform any additional responsibilities as requested or assigned. (0-15%)

Performance Expectations

• Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management.
• Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism.
• Establish and maintain positive and productive work relationships with all staff, customers and business partners.
• Demonstrate the behavioral and technical competencies necessary to effectively complete job responsibilities. Take personal initiative for technical and professional development.
• Follow the company HR Policy, the Code of Business Conduct and all subsidiary and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities.

Qualifications

Education:

• Bachelor's degree in business or equivalent knowledge and work experience.

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 SoftPro 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.

Knowledge and Skills:

• 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

Wage: $133,000.00 - $179,000.00 annually; actual wage is based upon education and experience. Potential for annual discretionary bonus.

Benefits: Full suite of benefits including Medical, Health Savings Account, Dental, Vision, Life Insurance, Paid Vacation (PTO), 401(k) with employer match, Flexible Spending Account, and Employee Assistance Program (EAP)

Location: This position is open to remote work hiring within the U.S. mainland, or if the candidate is local to the Eden Prairie, MN home office, will be on-site at this location with work from home flexibility.