About The Role

The Senior Manager of Title Operations is responsible for managing the operational aspects of the DMV/Title Centers in order to meet Service Level Agreements (SLAs) for processing timelines and compliance with applicable state and federal laws.

Monitor all centers’ performance metrics related to all title documents and work types, including both electronic and manual, assist service center/department managers/supervisors by suggesting improvements, recommending workflow changes, and implementing training for future automation projects
Responsible for On Time Performance metrics and all metrics in the Title Center Power BI Dashboard
Participate in the QA assessments through reviewing and making recommendations for training and performance initiatives and holding employees accountable
Run necessary operating reports to monitor these activities and also monitor title dashboards and the title production management system. Review weekly with each service center/department manager/supervisor
Work closely with Director of Title Processing, Regional VP and Area Managers, Sales Managers and Legal Affairs to identify opportunities and address customer problems and needs
Train supervisors and managers within region
Collaborate with other Sr. Managers researching better practices; participate in creating training materials for Providers
Meet regularly/provide updates to branch operation management (AM, RVP) within region to communicate changes, issues, projects and coordinate training/assistance as necessary
Maintain direct contact with state DMV/Vendors to keep current on all pending or upcoming changes in State laws pertaining to electronic title processing. Communicate these updates the Director of Title Center Operations and Legal. Work through Legal Affairs as appropriate
Review/update state forms and applications saved in system to ensure accuracy and efficiency
Maintain a BCP for the region and participate in Catastrophic events planning
Support salvage providers, branches and buyers with any escalated questions on proper title requirements/stock file escalations
Develop employees both in person and remotely as part of a progression plan
Travel to Title Centers regularly within own region. May be required to visit Title Centers in other regions during a catastrophe event or when additional assistance/coverage is needed
Partner with Title Procurement to refine workflows, Alt D processes and reduce aging inventory
Monitor Five9 phone system and ensure employees are held accountable for meeting expectations for calls
Work closely with BT to create new workflows and system features. Aid in testing enhancement prior to rollout
Participate in annual budget and audit reviews
Monitor staffing, including recruiting, hiring and disciplinary actions for the region. Work with centers to monitor LCU throughout the year
Reduce aging inventory by analyzing and directing work, proposing and approving solutions
Maintain a culture of responsibility, accountability, integrity, and execution across the span of control
Special Projects as assigned (eSignature, TSS reporting, policy committee, inventory projects)
Flexible and willing to perform other tasks as assigned
2-5 years of related experience
Ability to review and interpret key performance indicators
Ability to establish and manage operational performance goals
Ability to identify and resolve operational roadblocks
Ability to anticipate short-term and long-term problems and implement solutions
Working knowledge and understanding of auto auction operations are required
General understanding of auction business processes and financials is required
General understanding of vehicle title processing including the processing of clear, salvage, and repossession titles
Proficiency with Microsoft productivity tools (Excel, Word, PowerPoint, and Access, Visio) is required
The desire to participate in training, testing and consulting team members in the deployment and usage of new processes and applications is required
Develop and plan through proactive employee assessment an engaged workforce
Ability to be flexible and adaptable to change
Ability to influence employee satisfaction and turnover
Excellent communication skills, both written and oral, are required
Must be able to communicate with all departments and call center management team
Strong organization and time management skills are required
Typical Field Office Environment