Team Lead- Operations | US TITLE Insurance

TEAM LEAD OPERATIONS | US TITLE INSURANCE

Job Description

POSITION SUMMARY

• Team Lead – Operations will manage day-to-day team operations and ensure consistent delivery of quality, productivity, and SLA/TAT requirements. The role involves guiding and coaching team members, monitoring performance, resolving operational issues, and ensuring adherence to client and process requirements.

KEY RESPONSIBILITIES – OPERATIONS & REPORTING

• Manage daily workflow and ensure timely completion of assigned orders within defined SLA/TAT requirements.
• Monitor team productivity, quality, attendance, backlog, and overall performance; proactively address SLA and productivity risks.
• Prepare and maintain accurate Daily Status, EOD Completion, Scorecard, ICP, Stack Ranking, Error, and AtClose reports as required.
• Ensure timely and accurate submission of operational reports and maintain adherence to established SOPs and client requirements.

QUALITY & PROCESS MANAGEMENT

• Monitor team quality, identify recurring errors and process gaps, and implement appropriate corrective actions.
• Review internal and external error reports and provide timely feedback and coaching to team members.
• Support audit and quality initiatives and ensure observations are addressed within defined timelines.
• Identify opportunities to improve process efficiency, quality, productivity, and error reduction.

PEOPLE MANAGEMENT

• Provide day-to-day guidance, coaching, and support to team members and help them achieve defined performance targets.
• Conduct regular performance discussions and provide constructive feedback.
• Identify skill gaps and coordinate with Training/Quality teams for appropriate interventions.
• Manage attendance, leave, and day-to-day workforce requirements.
• Motivate the team and promote accountability, collaboration, and a positive work environment.
• Support onboarding, nesting, and transition of new team members into production.

CLIENT & ESCALATION MANAGEMENT

• Handle routine client and operational queries effectively and ensure timely resolution.
• Support client calls and provide accurate updates on team performance and operational matters when required.
• Escalate critical quality, SLA, or client-impacting issues to the appropriate management team and coordinate with internal stakeholders for resolution.

JOB REQUIREMENTS

• Bachelor’s degree from a recognized institution.
• Relevant experience in US Mortgage / Title Insurance operations, preferably with hands-on knowledge of Title Search and related products.
• Experience handling teams in a production-driven BPO/ITES environment.
• Strong understanding of quality, productivity, SLA/TAT, and operational metrics.
• Excellent verbal and written communication, analytical, problem-solving, time-management, and organizational skills.
• Strong people-management, coaching, motivational, client-handling, and escalation-management capabilities.
• Ability to adapt to changing business requirements and work effectively under pressure and meet deadlines.
• Willingness to work flexible shifts, including weekends/holidays, based on business requirements.

KEY PERFORMANCE AREAS

• Quality & Accuracy | SLA/TAT Adherence | Productivity | Team Performance | Reporting Accuracy | Process Compliance | Client Satisfaction | Attendance & Workforce Management | Error Reduction | Team Development