Senior Manager, Title Operations

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