Manager, Site Operations

Position Overview

This position is responsible for the overall operational success of the Motor Vehicle Titles and Registrations processing group which includes multiple processing functions within the Titles and Registration Business Unit.

The position is accountable for:

• Operational performance service-level agreements (SLAs) and serving as the primary liaison for other internal business groups.


• Responsible to meet or exceed all MOS Leadership objectives on monthly basis.


• Responsible for driving process excellence, managing quality assurance and maintaining the (KPI) reporting process.


• Must possess excellent leadership, both people and data intensive, critical thinking, organizational, data analysis and communication skills.


• Responsible for all cost control versus AOP, forecasting throughout the year, and weekly forecasting in the current month to make certain all cost objectives are favorable or meet.

What you'll do

• Must have a customer first mentality and commitment


• Must possess the keen ability to create a team-based approach to drive continuous improvement resulting in improved profitability


• Must have excellent and demonstrated problem-solving skills


• Must be able to drive employee and supervision accountability


• Must be able to effectively manage conflict management opportunities and resolution


• Must have excellent verbal and written communication skills


• Must demonstrate leadership effectiveness to meet any or all deadlines through a well-structured and organized management style and approach

What we're looking for

• 5+ years experience of increasing responsibility in operations and/or business process outsourcing roles in high-volume transaction processing environments.


• 5+ years of effective people leadership including demonstrated skills ranging from work direction, motivation, coaching/feedback, and developing assigned staff with the expected outcome of a consistently positive client experience and attainment of SLA’s.


• Qualified candidates will possess strong critical thinking and problem-solving abilities and show initiative, as evidenced by constructing and analyzing data to evaluate performance and transactional quality of complex business and systems processes.


• Proven track record of building and maintaining effective internal and external working relationships.


• Demonstrated business process engineering/re-engineering experience using Lean Six Sigma process improvement methodology.


• Excellent computer skills and proficient in Visio, Excel and PowerPoint.


• Excellent verbal/written communication and presentation skills including collaborative management style.