Manager Operations NTC

About the Role

This position manages the daily production for a line of business in support of several clients, ensuring high-quality output and adherence to contractual Service Level Agreements (SLAs). The Manager serves as the primary point of contact for client inquiries and escalations, supports staffing needs, and collaborates with leadership to drive process improvements and team morale.

Responsibilities

• Act as the main point of contact for clients regarding daily production and escalations.
• Hire, train, motivate, and coach employees to deliver efficient and attentive services; assess performance and provide feedback.
• Collaborate with department leaders, external vendors, and clients to address issues, develop strategies, and resolve problems.
• Mentor department Leads to enhance team morale with a positive approach.
• Oversee all Production teams within the line of business, ensuring support for all clients.
• Maintain and revise existing policies and procedures; coordinate meetings and training.
• Support the Training Team in implementing new or updated policies and procedures.
• Educate the team on Production Statistics and KPI Metrics for each task.
• Identify process improvements and create solutions to mitigate SLA risks.
• Stay updated on client production guidelines and share knowledge with relevant teams.
• Run daily production reports to monitor order flow and address issues.
• Work closely with Human Resources to foster a trusting, inclusive, and productive environment.
• Handle confidential financial data in compliance with strict confidentiality policies.
• Perform other related duties as assigned.

Requirements

• High School Diploma or equivalent; lead experience preferred.
• Experience in the title, mortgage, or financial industry required.
• At least 2 years of experience managing a team.

Skills

• Excellent verbal and written communication skills.
• Strong interpersonal and customer service skills.
• Advanced knowledge of Microsoft Office Suite (Word, Excel, PowerPoint).
• Strong analytical and problem-solving skills.
• Ability to prioritize multiple objectives to meet client deadlines and department goals.
• Strong management and leadership skills.
• Commitment to cultivating a diverse and inclusive work environment.

Benefits

• Medical, dental, and vision coverage.
• 401k retirement plan.

Pay

$55,120 - $68,900 annually.

Working Conditions

• Climate-controlled indoor administrative office setting.
• Noise level typically quiet to moderate.

Physical Demands

• Frequent communication and stationary work.
• Frequent movement within the office, operation of office machinery (e.g., computer, printer, calculator).
• Occasional filing and lifting of boxes up to 30 lbs.
• Close and distance observation, including computer screen use in varying lighting conditions.
• Ability to communicate effectively with internal and external stakeholders.