Manager Operations | US Title Insurance

Visionet Systems; Bengaluru; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Visionet Systems is seeking a senior operations leader to own the end-to-end performance of US Title Insurance processes. You will oversee quality, productivity, SLA/TAT, and client relationships, while guiding workforce planning and governance.

Responsibilities include monitoring metrics, coordinating with Finance and stakeholders, driving process improvements, and mentoring teams to build a bench of future leaders. Willingness to work flexible shifts and travel may be required.

Qualifications

• Bachelor's degree from a recognized institution.
• 810 years of experience in BPO/ITES operations, preferably with significant US Mortgage/Title Insurance experience.
• Strong knowledge of US Residential Mortgage Title Search and related Title Insurance products/processes.
• Proven experience managing large teams with responsibility for quality, productivity, SLA/TAT, and workforce planning.
• Strong client management, business review, escalation management, stakeholder engagement, analytical, and decision-making skills.
• Understanding of billing, revenue, cost management, profitability, process improvement, and operational governance.
• Willingness to work flexible shifts, including weekends/holidays; travel may be required.

Responsibilities

• Own overall operational performance for assigned US Title Insurance processes and ensure targets are met.
• Monitor volumes, capacity, backlog, productivity, utilization, and staffing; address fluctuations and SLA risks.
• Lead workforce planning and implementation of new clients, products, processes, and projects.
• Establish governance, controls, and performance-review mechanisms and provide accurate insights to senior leadership.
• Own operational relationships with clients and serve as escalation point; lead client calls and reviews.
• Build long-term client partnerships and identify opportunities to add value and improve service delivery.
• Coordinate with Quality, Training, Workforce Management, Technology, Finance, and other stakeholders.
• Drive quality and adherence to SOPs, process guidelines, and compliance standards.
• Review quality trends, audit findings, recurring errors, and implement corrective actions.
• Drive standardization, best practices, automation, cost optimization, and productivity improvements.
• Ensure audit and compliance observations are addressed within defined timelines.
• Lead, coach, and develop Assistant Managers, Team Leads, and operational teams; establish performance expectations.
• Promote engagement, retention, and a high-performance culture; build a pipeline of future leaders.
• Manage costs, staffing, productivity, and resource utilization; partner with Finance on billing and profitability.
• Review metrics and present performance, risks, variances, and action plans to senior management.

Skills

People leadership

Client management

Stakeholder engagement

Analytical skills

Decision making

Operations management

US Mortgage Title Insurance knowledge

Education

Bachelor's degree

Job description

Role & responsibilities

Own overall operational performance for assigned US Title Insurance processes and ensure quality, productivity, SLA/TAT, and business targets are achieved.

• Monitor volumes, capacity, backlog, productivity, utilization, and staffing; proactively address business fluctuations, roadblocks, and SLA risks.
• Lead workforce/capacity planning and implementation of new clients, products, processes, and projects.
• Establish effective governance, controls, and performance-review mechanisms and provide accurate operational insights to senior leadership.

CLIENT & STAKEHOLDER MANAGEMENT

• Own operational relationships with assigned clients and serve as a key escalation point.
• Lead client calls, operational reviews, performance discussions, and business updates; proactively address concerns and service gaps.
• Build long-term client partnerships and identify opportunities to add value and improve service delivery.
• Coordinate with Quality, Training, Workforce Management, Technology, Finance, and other stakeholders to ensure effective service delivery.

QUALITY & PROCESS EXCELLENCE

• Drive quality and ensure adherence to client requirements, SOPs, process guidelines, and applicable compliance standards.
• Review quality trends, audit findings, recurring errors, and root causes and implement sustainable corrective/preventive actions.
• Drive standardization, best practices, automation, process improvement, cost optimization, and productivity enhancement.
• Ensure audit and compliance observations are addressed within defined timelines.

PEOPLE & LEADERSHIP

• Lead, coach, and develop Assistant Managers, Team Leads, and operational teams to achieve business objectives.
• Establish performance expectations and accountability; identify capability gaps and implement development and succession plans.
• Promote employee engagement, recognition, retention, and a high-performance culture.
• Build a pipeline of future leaders through coaching, mentoring, and capability development.

FINANCIAL, REPORTING & GOVERNANCE

• Manage operational costs, staffing, productivity, and resource utilization in line with business requirements.
• Partner with Finance to review billing, revenue, cost, and profitability metrics and identify cost-saving opportunities.
• Review daily/weekly/monthly metrics covering volume, quality, productivity, SLA/TAT, capacity, utilization, attendance, backlog, revenue, and profitability.
• Present performance, risks, variances, and action plans to senior management and ensure effective operational governance.

Preferred candidate profile

Bachelors degree from a recognized institution.

• 810 years of experience in BPO/ITES operations, preferably with significant US Mortgage/Title Insurance experience.
• Strong knowledge of US Residential Mortgage Title Search and related Title Insurance products/processes.
• Proven experience managing large teams/multiple functions with responsibility for quality, productivity, SLA/TAT, and workforce planning.
• Strong client management, business review, escalation management, stakeholder engagement, analytical, and decision-making skills.
• Understanding of billing, revenue, cost management, profitability, process improvement, and operational governance.
• Willingness to work flexible shifts, including weekends/holidays, based on business requirements; travel may be required.