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Director of Service Operations
First American
Saint Paul, MN, United States
Job Details - this job has expired, please see similar jobs below
This leadership role will drive results through implementing efficient processes, leveraging technology and automation, and working with key stakeholders to provide a positive service experience for clients. Successful candidates will have a strong background in appraisal operations and valuation acumen. This would include experience working with or for appraisal management companies or staff appraisal firms. This role will require critical thinking and a track record for process improvement and achieving performance goals leading the service excellence team by managing day to day order management and customer service functions.
Essential Functions
• Implements goals, objectives, and work standards for the department.
• Efficiency and process management in the leadership of our assignment and scheduling, and order follow up.
• Manage the process for both staff and network clients as we continue to blend and scale current operations.
• Contributes to the overall quality and performance of the department by developing and coordinating work teams and by reviewing, recommending, and implementing improved policies and procedures.
• Plans, organizes, administers, reviews, and evaluates the activities of professional, technical, and office support staff within the operation.
• Directs the selection of staff and provides for their training and professional development to maintain effective morale, productivity, and discipline.
• Applies policies and procedures that comply with regulatory and statutory guidelines, rules, and standards.
• Typically has a minimum of 2-4 mid to high-level exempt direct reports.
• Periodic travel to support our operations in MN, OH & TX
Knowledge, Skills & Technology
• Demonstrated competency in executing strategic plans.
• Ability to learn needs of a wide range of employees while driving team performance, monitoring results and appropriately allocating resources.
• Possesses and applies a broad knowledge of principles, practices, and procedures within operations management and appraisal management to the drive completion of complex projects.
• Experience and knowledge of functional tools and infrastructure.
• Experience within the Mortgage industry (Appraisal acumen is a strong plus)
• Understanding and an ability to derive metrics/dashboards that drive an environment and culture of continuous improvement.
• Progressive experience in leading employees in multiple locations, and significant experience developing and implementing solutions.
• Possesses problem solving, collaboration, critical thinking, team building, and presentation skills.
• Results oriented and solution thinking with time management and project management skills.
• Displays leadership skills, leading by example, driving employee commitment through actions, and empowering employees to reach their full potential.
Education
• Bachelor’s degree or equivalent combination of education and experience
• Advanced degree preferred
Experience
• 8+ years progressive management experience
First American invests in its employee’s development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.