Assistant Manager- Operations | US TITLE Insurance

Venpa Staffing; Chennai District; On-site; INR 900,000 - 1,800,000; Full time

Job summary

Venpa Staffing is seeking an Assistant Manager – Operations to oversee day-to-day US Title Insurance operations in Chennai. You will lead high-performing teams, ensure SLA targets, manage queues and staffing, and drive continuous improvement with proactive risk management.

The role requires 6–8 years in BPO/ITES with US mortgage/title ins experience, strong client communication, and the ability to analyze quality trends and implement corrective actions.

Qualifications

• Bachelor’s degree from a recognized institution.
• 6–8 years of experience in BPO/ITES operations, preferably with significant US Mortgage/Title Insurance operations.
• Strong knowledge of US Residential Mortgage Title Search and related Title Insurance products/processes.
• Experience managing teams in a production environment with defined quality, productivity, and SLA metrics.
• Experience in client communication, operational reviews, escalation management, process improvement, and root-cause analysis.
• Strong analytical, problem-solving, decision-making, verbal, and written communication skills.
• Working knowledge of MS Excel, reporting tools, and operational systems.
• Willingness to work flexible shifts, including weekends/holidays; travel may be required.

Responsibilities

• Assistant Manager – Operations will manage day-to-day US Title Insurance operations, ensuring achievement of quality, productivity, turnaround time, and SLA requirements.
• Lead high-performing teams, manage operational performance, support client requirements and escalations, and drive continuous improvement.
• Plan resources based on transaction volumes, business requirements, and forecasted demand.
• Monitor queues, workloads, volumes, and staffing for timely order completion and effective resource utilization.
• Review daily performance and implement corrective actions for identified gaps.
• Ensure accurate and timely reporting and maintain effective process controls.
• Support implementation and stabilization of new processes, products, clients, and projects.

Skills

People management

Leadership

Process improvement

Client communication

Analytical skills

MS Excel

Education

Bachelor’s degree

Tools

MS Excel

Job description

ASSISTANT MANAGER OPERATIONS | US TITLE INSURANCE

Job Description

POSITION SUMMARY

• Assistant Manager – Operations will manage day-to-day US Title Insurance operations, ensuring achievement of quality, productivity, turnaround time, and SLA requirements. The role is responsible for leading high-performing teams, managing operational performance, supporting client requirements and escalations, and driving continuous improvement, process compliance, and operational efficiency.

KEY RESPONSIBILITIES – OPERATIONS

• Manage day-to-day operations, including Title Search and related title products.
• Ensure achievement of defined quality, productivity, turnaround time, and SLA targets, with proactive action on potential SLA risks.
• Monitor queues, workloads, volumes, and staffing to ensure timely completion of orders and effective resource utilization.
• Review daily operational performance and implement corrective actions for identified gaps.
• Ensure accurate and timely operational reporting and maintain effective process controls.
• Support implementation and stabilization of new processes, products, clients, and projects.
• Plan resources based on transaction volumes, business requirements, and forecasted demand.

QUALITY & PROCESS MANAGEMENT

• Ensure adherence to client-specific requirements, SOPs, process guidelines, and applicable compliance standards.
• Analyze quality trends, recurring errors, audit findings, and rework; implement corrective and preventive actions.
• Identify process gaps and opportunities for standardization, automation, cost optimization, and productivity improvement.
• Ensure audit observations are addressed within defined timelines and process documentation is kept current.
• Drive continuous improvement initiatives to enhance quality, efficiency, and client experience.

PEOPLE MANAGEMENT

• Lead, coach, and mentor team members to achieve individual and operational performance objectives.
• Manage attendance, staffing, roster/shift planning, and resource utilization.
• Conduct performance reviews, provide timely feedback, and address performance gaps through structured coaching.
• Identify training needs and coordinate with Training/Quality teams to close skill gaps.
• Build a culture of accountability, quality, collaboration, employee engagement, and continuous improvement.
• Support effective onboarding, nesting, and transition of new hires into production.

CLIENT & STAKEHOLDER MANAGEMENT

• Act as a key point of contact for day-to-day client communication and operational requirements.
• Manage client queries and escalations proactively and ensure timely resolution.
• Participate in client calls and business reviews and provide updates on performance, risks, and action plans.
• Build strong relationships with clients and internal stakeholders.
• Coordinate with Quality, Training, Workforce Management, Technology, Finance, and other stakeholders to ensure smooth service delivery.

REPORTING, COMPLIANCE & RISK MANAGEMENT

• Prepare and review daily, weekly, and monthly reports covering productivity, quality, SLA/TAT, volume, capacity, utilization, attendance, backlog, and error trends.
• Analyze operational data, identify trends and risks, and present actionable improvement plans to management.
• Ensure adherence to organizational policies, client requirements, process guidelines, and applicable compliance standards.
• Escalate significant operational, quality, compliance, or client-impacting risks to the appropriate leadership team.

JOB REQUIREMENTS

• Bachelor’s degree from a recognized institution.
• 6–8 years of experience in BPO/ITES operations, preferably with significant experience in US Mortgage/Title Insurance operations.
• Strong knowledge of US Residential Mortgage Title Search and related Title Insurance products/processes.
• Experience managing teams in a production environment with defined quality, productivity, and SLA metrics.
• Experience in client communication, operational reviews, escalation management, process improvement, and root-cause analysis.
• Strong analytical, problem-solving, decision-making, verbal, and written communication skills.
• Working knowledge of MS Excel, reporting tools, and operational systems.
• Willingness to work flexible shifts, including weekends/holidays, based on business requirements; travel may be required.

KEY PERFORMANCE AREAS

• Quality & accuracy | SLA/TAT adherence | Productivity & operational efficiency | Client satisfaction & escalation management | Team performance | Process compliance & audit performance | Resource utilization | Process improvement & cost optimization | Reporting accuracy