The Director is responsible for leading the Quality Control and Partner Relations operational teams and partnering with the other Valuations groups to ensure cohesive communication between all parties. The incumbent will oversee the teams responsible for delivering valuation products according to industry, client, and company standards of performance and the teams responsible for onboarding and maintaining our vendor partners. The Director has responsibility for directing and coordinating the activities and results of operational performance as it relates to stated customer expectations and internal operating procedures. Works with SVP and peers to translate business initiatives into specific department objectives and develop plans, measurements, and reporting for accomplishment of objectives. Manages the day-to-day operations of the departments in accordance with compliance requirements, company policies and procedures. Recommends and implements improvements to the operational efficiency of departmental processes. The incumbent will be responsible for resolving complex business issues and analyze frequent business issues to develop training material for internal associates or external suppliers and working with our Chief Appraiser and others to schedule and publish that training material internally and externally to our suppliers.

Responsibilities:

  • Manages the on-going operations of the departments according to company policies and procedures and ensures reliable, high quality customer service.
  • Monitors customer satisfaction by tracking service level requirements, observing trends, and engaging with client peer group to continuously improve performance
  • Identifies gaps in performance and works with departments to bridge the gap between customer expectation and operational performance.
  • Monitors performance, prepares reports, and takes an active role during performance calls with our clients.
  • Analyzes and resolves complex transactions and escalated situations with our vendor partners.
  • Acts as a liaison between staff and the necessary departments to ensure complex issues and concerns are properly identified and addressed in order to set policy or update current standard operating procedures within the departments.
  • Identifies internal and external training for associates and others while providing coaching and mentoring.
  • Completes associate performance evaluations and handling difficult associate relation issues.
  • Responsible for labor utilization and capacity analysis, review of financial performance, volume/trend reporting both internal and external, departmental productivity, quality and service level summaries and volume forecasting.
  • Reporting is analyzed to determine appropriate staffing levels, third party vendor costs and overall unit cost per associate.
  • Approves incentive programs and payouts as well as current productivity and quality measurements throughout the departments.
  • Sets goals for new productivity targets and adjusts incentive plans to ensure incentive payout is returned through associate performance.
  • Identifies process improvement opportunities and implements change into the Operation.
  • Establishes benchmarks and methods for tracking the success of systemic or manual process changes and provides frequent status reporting to the senior Management team.
  • Performs other duties as assigned.
Required Education and Experience:
  • Over 10 years’ experience in leading high volume, efficient teams preferably within a Valuations Quality Control or Compliance process
  • Exceptional verbal and written communication skills.
  • Ability to interact with all levels of organization both internally and externally.
  • Ability to multitask with attention to detail.
  • Ability to understand complex problems and to collaborate and explore alternative solutions.
  • Ability to make independent decisions that have moderate impact on the immediate work unit.
  • Proficient with Microsoft Office Word, Excel, etc.

Benefits:

  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Life & Disability Insurances
Job Type
Full-Time Regular
Location
 Remote
Salary Range$90,000.00 — $132,000.00