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Director, Business Operations

GA - Remote

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 The Director, Business Operations is responsible for developing, maintaining and the continual improvement of business processes across operations verticals including title, escrow and shared services/SOU.  Analyzes client and business needs and develops and documents workflows and processes, including the development of requirements for operations systems and technology.  Develops and maintains operational governance and performance management metrics.  Identifies and recommends efficiency, automation, cost reduction, quality improvement and risk mitigation opportunities.  Guides effective change management.  Collaborates with business leaders to identify and address redundancies and inconsistencies. Leads the analysis of process results with key stakeholders by applying knowledge of business process and modeling to identify current gaps, risks, future state and process improvement solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Business Process Management
        Oversees/documents current state processes with process maps, standard operating procedures (SOPs) and job aides
        Evaluates the results and effectiveness of existing business processes to identify opportunities to improve efficiencies, service level agreements (SLAs)/milestone compliance, quality, risk mitigation or to reduce cost.
        Collaborates and works on cross-functional initiatives
        Collaborates and works with business leaders to identify process improvement and other solutions to address operational challenges
        Assists with the design and development of new processes to support operational changes
        Implements process automation solutions
        Ensures improvements are developed, tested and implemented to minimize disruption to the business and achieve the same or better quality and service
Program manages projects and processes across title, escrow and shared services/SOU.
        Analyze process performance and trends through metrics, key performance indicators (KPIs) and OKRs
Program manages projects and processes across title, escrow and shared services/SOU.
        Assists sales and leadership with the implementation of new client from discovery, through operationalization and stabilization at targeted SLAs
 
Strategic Initiatives
        Program manages projects and processes across title, escrow and shared services/SOU.
        Oversees and reports on the status of projects across operations, including leading key strategic projects as needed across a variety of topics and areas.
 
Workforce Planning & Change Management
        Coordinate the inputs to task time and staffing models
        Assess/forecast impacts as a result of, but not limited to: BPO, automation, consolidation, redundancy elimination.
        Refine, garner feedback, and iterate the overall model, find knowledge and skills gaps and help address them, design optimal workflows, and align internal processes.
 
Cost Optimization Champion
        Champion key savings initiatives
        Analyze ROI opportunities
 
Internal Communications
        Build and ensure effective communication to the company.


Education and Experience
Required
        5+ years in a business management role
        Proven experience in planning/leading strategic initiatives, data analysis, budget management
        Proven experience in organizing and directing projects/programs across wide-ranging or cross-functional areas
        Proven experience in process improvement/excellence and/or quality management, including process automation
        High impact communicator

Preferred
        Bachelor's degree in Business Administration or a similar field
        5+ years of experience in Quality Management, Lean, Six Sigma
        Consulting experience with a focus on operations management
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