Operations Manager

This position collaborates closely with the Chief Operations Officer and state Managing Attorney to improve processes, increase efficiency, and achieve organizational goals. Effectively coordinates with internal and external parties to achieve desired results. This leadership role manages non-attorney, administrative staff in performing a variety of tasks to support either the mortgage foreclosure default process or the bankruptcy process.

Duties & Responsibilities:

Team Management

• Responsible for the timely progression of client case files from referral through disposition
• Continual process improvement through data analysis and collaboration
• Develop improved reporting and associated utilization improvements including automation
• Holds Team Leaders accountable for day-to-day management and results for their teams
• Escalated issues and problems are resolved in a timely manner.
• Oversees and directs general training as well as training on new client directives.
• Procedures, policies and practices are managed, updated and communicated to the teams.
• Work completed is compliant with internal and external policies, procedures standards and regulations.
• Client systems (LoanSphere/BKFS, Tempo, etc) are updated accurately and in accordance with client expectations
• Staff performance is formally recognized through performance evaluations, acknowledgements and alerts.
• Approves staff evaluations, acknowledgements and alerts.
• Fosters a supportive work environment.
• Manages the timely recruiting of new hires.
• Troubleshoots and ensures that issues and inconsistencies are identified and resolved; ensures that corrective action is taken in a timely manner.
• Ensures that firm standards are being implemented, followed and upheld.

Client Service

• Sets high standards for client service, quality and communications; maintains productive relationships.
• Reviews team performance against client directives.

Responds to and resolves client inquiries and issues in a timely manner.

Process and Administration

• Establishes a strong follow-up system to ensure deadlines are not missed.
• Ensures proper calendaring of appearances and deadlines
• Reports metrics to upper level management
• Follows up with clients, opposing counsel and third parties on unfulfilled requests
• Interacts and corresponds with clients and provides updates via client systems

Change and Innovation

• Works within department and cross-functionally to create project plans, timelines and deliverables for special projects including system implementations.

Communication

• Communicates topics of importance to the team and receives information and feedback and ideas from the team via individual conversations and regularly scheduled team meetings.
• Communicates regularly with Operations, Attorneys and other colleagues by providing updates, changes, statuses, reports and metrics.

Development

• Utilizes educational opportunities and professional publications to maintain / improve job knowledge.
• Knowledgeable about relevant changes to client expectations.
• Provides staff with opportunities to enhance their skills, knowledge and abilities.
• Holds candid career development conversations with staff.

Other Tasks, Duties and Projects, as Assigned

Job Requirements

• Bachelor's degree in a business concentration
• Minimum of 5 years management experience
• Require experience with lenders and mortgage servicers in mortgage default related matters.
• Knowledge of at case management system; CaseAware preferred.
• Working knowledge of client systems; Loansphere, BKFS, TEMPO, Pacer preferred.
• Must be able to work independently and comfortably in a fast-paced work environment while maintaining constant focus on goals.
• Possess a sense of urgency and a meticulous attention to detail.
• Ability to maintain positive internal working relationships with all teams.
• Outstanding written and oral communication skills to communicate with attorneys, staff and clients.
• Outstanding organizational skills.
• Ability to handle a large volume of cases through demonstrable pipeline management skills.
• Must have strong computer skills; Word, Excel and Outlook as well as thorough understanding of software systems to access and utilize client systems.

Physical Demands

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is usually required to talk, hear and walk, occasionally required to stand and lift and frequently required to sit, reach with hands, talk and touch. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of the job, the employee is usually in an indoor office environment. The noise level in the work environment is usually moderate.