Team Lead, Settlement Services

The Operations Lead is responsible for managing day‑to‑day operational performance across the Title and Settlement function, ensuring high‑quality service delivery, process efficiency, regulatory adherence, and customer satisfaction. This role provides leadership to operational teams supporting, settlement/closing, post‑closing, recording and related workflow functions.
The Operations Lead partners closely with Compliance, Underwriting, Technology, and Business Leadership to drive operational excellence, standardization, and continuous improvement.

Key Responsibilities

Operational Management & Delivery

• Oversee daily production across Pre-Closing, Closing, Funding, Recording, and Post Closing functions.
• Monitor service level agreements (SLAs), turn‑times, quality metrics, and productivity targets.
• Ensure operational workflows are executed in accordance with ALTA Best Practices, state guidelines, and underwriter expectations.
• Implement standardized procedures and operational controls across all processes.
• Resolve escalated issues related to orders, files, customers, lenders, underwriters, and internal partners.

Process Excellence & Continuous Improvement

• Identify gaps, bottlenecks, and process inefficiencies; propose and implement process improvement initiatives.
• Partner with Technology and Product teams to enhance automation, workflow tools, and system capabilities.
• Drive lean operating practices, ensuring reduced defects, improved cycle times, and enhanced customer experience.
• Maintain operational playbooks, SOPs, job aids, and training documentation.

Team Leadership & Performance Management

• Lead, coach, and develop a team of operational specialists, analysts, or supervisors.
• Set performance goals, conduct evaluations, and ensure accountability for operational outcomes.
• Foster a culture of operational discipline, collaboration, and continuous learning.
• Identify staffing needs, participate in workforce planning, and support hiring decisions.

Stakeholder & Customer Engagement

• Collaborate with internal teams including Compliance, Underwriting, Legal, Sales, Vendor Management, and Customer Success.
• Act as a point of escalation for key accounts, lenders, and external partners.
• Communicate operational updates, risks, and performance reports to leadership and stakeholders.

Quality, Compliance & Risk Management

• Support compliance initiatives by ensuring operational processes meet regulatory, underwriter, and agency requirements.
• Implement quality assurance programs to reduce errors and enhance accuracy in Pre-Closing and Closing documentation.
• Partner with the Compliance Lead to address audit findings, corrective actions, and risk mitigation plans.

Training & Development

• Support onboarding training and ongoing education related to Settlement  processes, closing procedures, systems, and industry standards.
• Promote knowledge-sharing, cross-training, and career development within the team.