Operations Manager Job Summary

The Operations Manager is responsible for the daily execution and performance management of the Documents and Insurance Verification. This role ensures accurate, timely, and compliant processing of loan documentation, collateral records, and insurance verification activities.

Operations Manager handles more advanced cross-departmental processes. The Operations Manager drives workflow efficiency, monitors key performance indicators, and manages team performance to support cross-departmental processes and collateral integrity. 

Daily Department Leadership

Supervise team leads and supporting staff for assigned departments (Documents, Insurance, Titles, Front Desk). Manage workload, staffing, and ensure daily processing targets and service levels are met. Address and resolve operational escalations and drive continuous improvement.

Document & Collateral Processing

Oversee accurate, timely, and compliant processing of loan documentation, collateral records, and insurance verification activities. This includes managing inbound/outbound documents, contract storage (including eOriginal pledges/transfers), tracking outstanding titles for indirect/direct spaces, ensuring timely lien perfection, and managing insurance coverage verification.

Compliance & Reporting

Monitor compliance with company policy, track and report operational Key Performance Indicators (KPIs) to the Senior Operations Manager weekly/monthly, create/implement Standard Operating Procedures (SOPs), and support audit preparation (including Custodian Audits).

Process Improvement

Identify process inefficiencies and implement workflow improvements across all managed functions (Documents, Insurance Verification, Titles). Includes managing DocuSign templates, PostGrid integrations, and handling file uploads for various initiatives.

Team Development & Accountability

Conduct performance reviews, coaching, assist with training/onboarding, establish clear performance expectations, and cross-train staff to reduce workflow dependencies.

Escalation Handling

Handle escalated issues pertaining to documentation, insurance coverage gaps, Dealer Recourse, or DMV issues. Escalation point for multiple departments.