Manager, Final Documents

A growing national title and settlement services organization is seeking a Manager of Final Documents to lead the Recording and Policy department. This role oversees departmental performance, quality, workflow management, and vendor coordination while fostering a culture of accountability, collaboration, and continuous improvement.

Key Responsibilities

• Lead the Final Documents department, ensuring service levels, quality standards, and performance expectations are consistently met.
• Promote a cohesive, accountable, and improvement‑focused team environment.
• Drive ongoing performance improvements through leadership, coaching, and training.
• Monitor production, outstanding tasks, and turn‑time standards; direct staff and vendors on prioritization.
• Maintain accurate documentation within the company’s title and escrow software system.
• Own departmental workflows, procedures, and documentation, ensuring they remain current, compliant, and scalable.
• Ensure proper handling and tracking of original documents.
• Monitor queues and reporting dashboards to identify issues and maintain SLA compliance.
• Oversee recording and policy processes, including evaluating which states or transaction types should be managed internally or outsourced.
• Manage vendor performance, turn times, and quality through reporting and queue oversight.
• Provide training, support, and performance feedback to external vendors.
• Support employee onboarding through interviews, orientation, and training oversight.
• Develop and retain a high‑performing team through ongoing performance management and career development.
• Create department schedules, review and approve timecards, and manage PTO requests.
• Ensure timely responses to incoming calls, emails, and other communications.
• Identify service issues by monitoring client requests and collaborate with leadership to implement improvements.
• Resolve escalated issues by identifying solutions, communicating with stakeholders, and ensuring follow‑through to completion.
• Partner with peer managers and senior leadership to refine processes and implement department‑specific improvements.
• Perform additional duties as assigned.

Details