Channel Production Manager

Join a team that puts its People First! First American's GO Title division provides global title and escrow production support across all channels within First American Title including the Mortgage Services, Commercial, Direct, and Agency divisions. 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.

About the role

The Channel Production Manager provides leadership and ownership for all operational functions related to providing Title services to customers. This position will be responsible for production operations of a group supporting multiple counties, reporting to the Channel Director, and is accountable for an internal team of up to 30 employees, plus leads offshore production teams.

Responsibilities

• Has full supervisory responsibility for a staff. Delegates tasks, manages work flow and makes recommendations for staffing needs. Coaches and mentors staff, responsible for performance management. Assigns and directs work, monitoring progress and status of the assigned work.
• Drive the day-to-day operations of a business segment, including both onshore and offshore teams so that goals are met or exceeded. This position ensures organizational flexibility through cross-training objectives and continuously reviewing outsourcing volumes with off-shore operations. By establishing channel goals and objectives there is an opportunity to continuously lead, train, coach and manage performance of employees to ensure individual and team success.
• Work closely with internal customers, ensuring customer service requests and problem resolution meet expectations. Engaging in a strategic partnership with clients, this position will enhance customer service agreements, resolve issues and concerns, and develop and improve processes to increase efficiencies. Will strengthen client relationships by working towards solutions, including soliciting feedback on team performance.
• In collaboration with the financial organization and Channel Director, seek to constantly improve unit cost performance; analyze monthly P&L and unit cost data. Utilize available financial tools to provide direction to staff and make changes in operations that have positive impact on financial performance of the team(s).
• Challenge the team to think “outside the box” and work with them to effect change in the organization.

Job Complexities

• Supervision Received or Extended: Manages a team of subordinate managers and support staff, as well as a large offshore team.
• Impact: Cultivate business relationships with senior leaders to provide input on strategic business initiatives. Drive problem-solving activities and make informed decisions to ensure the business segment produces product of high quality, low cost, and meets cycle time service levels agreed upon with the customer base. Works independently and makes sound business decisions with minimal supervision.

Requirements

• 6+ years of directly related experience.
• 5+ years of management and leadership experience.
• Title insurance experience required.
• Bachelor's degree or equivalent work experience.

Skills

• Excellent written, verbal and organizational skills; ability to present concepts and ideas.
• Effectively recognizes, analyzes and advises on complex production processes.
• Builds relationships and has the ability to be a strong contributing team member; ability to work effectively with all levels in the organization including both onshore and offshore teams.
• Strong attention to detail, establishing goals/priorities, and meeting deadlines.
• Superior analytical and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
• Advanced skills in applying Microsoft Office tools (Excel, PowerPoint) to problem solving.

Pay

Pay Range: $85,000.00 - $113,300.00 Annually. This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

Benefits

Based on eligibility, First American offers a comprehensive benefits package including:

• Medical, dental, and vision coverage.
• 401k retirement plan.
• PTO/paid sick leave.
• Employee stock purchase plan.

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.