Visionet Systems - Operations Manager - E-Recording - US Mortgage Recording Process

Operations Manager, E-Recording

Key responsibilities include:

- Subject matter expertise in US Mortgage Recording process.

- Lead and manage a team of Customer Service Leads and Customer Service Associates; responsible for the overall direction and performance of the teams.

- Work with operations team on transition of recording process

- Work on process excellence / improvements in US mortgage recording process

- Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets.

- Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.

- Creating & implementing workflows to facilitate structured support in all areas and all issues.

- Managing forecast and scheduling staff to meet anticipated workload within scheduled turnaround time thereby enhancing efficiency and meeting deadlines.

- Monitoring performance & efficiency reports of processes, and ensuring compliance with pre-set quality parameters.

- Designing solutions for the clients for smoother off shore work flow

- Managing client contact meetings and conference reports as well as obtaining written confirmations & acceptance from client on process conformity, amendments, improvements etc.

- Planning targets, monitoring numbers and achievement of overall targets on a daily, weekly & monthly basis to meet delivery requirements.

- Conceptualizing & developing need based training modules for developing multi skilled work force for cross utilization within sub processes for optimum efficiency.

- Ensuring quality and adhering to compliances by monitoring & evaluate quality, giving feedback and coaching as required.

- Responsible for Training employees; planning, assigning, and directing work; rewarding and disciplining employees; resolving conflicts; staffing; and development of employees, Standard Operating Procedures, high quality and productivity within the department.

- Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments

Qualification

Minimum Requirements:

- 8 - 12 years of full-time work experience in Customer service environment.

- Typically, a background in handling a large team of around 50 plus customer service associates.

- Should be ready to work in night shift.

- Good communication skills.

- Graduate degree and above.

PROFESSIONAL SKILLS:

- Proven track record working with and influencing senior management

- Hands-on team leadership and management experience, ideally coupled with suitable management qualifications.

- Ability to coordinate with clients regarding policies, procedures or

- Standards, and controls.

- Highest degrees of professionalism in frequent situations of confidentiality

- Strong prioritization and completion skills.

- A good team member and an individual contributor too.