Job Description

Job Title: Operations Manager
Department/Group: Escrow Department

Role and Responsibilities:

The Operations Manager is responsible for supervising escrow personnel to ensure
superior escrow services are provided while maximizing profitability. This is achieved by
utilizing technology, communication, and collaboration skills in an effort to co-exist with
clients, consumers and company personnel in a manner compliant with company Policies
and Procedures, state and other laws.

Responsibilities include but are not limited to:
  • Development of a superior workforce and escrow department
  • Development of company culture that emphasizes employee engagement, quality of work, key employee retention and high performance
  • Development of ongoing personal improvement and engagement in keeping up with real estate industry changes
  • Lead employees by encouraging employee contribution and engagement through goal setting, feedback, performance development planning on a regular basis, and provide disciplinary action where needed in coordination with HR
  • Lead employees to meet expectations for productivity, quality, and goal accomplishment
  • Responsible for new employee onboarding, including follow up ensuring all Policies and Procedures are followed
  • Conduct annual Employee Reviews
  • Conduct monthly file audits for escrow personnel to review quality of work and employee knowledge
  • Review escrow losses and provide training and/or disciplinary action where needed
  • Monthly review of Trial Balance/Un-cashed checks reports and ensuring items are cleared regularly
  • Implement and maintain company policies and procedures
  • Maintain employee work schedules, including PTO, overtime scheduling and cover absenteeism
  • Appropriately communicate organization information through monthly department meetings, one-on-one meetings, and appropriate email
  • Interact with clients, real estate agents/brokers, attorneys, consumers, lenders, and any other parties involved in transactions when necessary
  • Resolve complaints and maintain records per policies and procedures
  • Maintain a positive attitude
  • Additional duties as may be assigned by management
Qualifications and Education Requirements
  • Minimum of five (5) years of running a profitable escrow desk including supervision of escrow assistants
  • Intricate understanding of escrow law, local city and state requirements
  • Intricate understanding of RESPA, TILA, Dodd-Frank and CFPB rules
  • Intricate understanding and adoption of ALTA Best Practices
  • Ability to read, write and interpret in English
Preferred Skills
  • Ability to be a leader and understanding the importance of setting a good example of uncompromising dedication to accomplish the company vision and goals
  • Desire to engage in personal growth development
  • Ability to effectively present information and respond to questions from personnel, clients, and consumers
  • Ability to solve practical problems
  • Desire to be an innovator by generating ideas to encourage collaboration, critical thinking, and engagement
Work Environment

This job operates in a professional office environment. This role routinely uses standard
office equipment such as computers, phones, photocopiers, filing cabinets and fax

Physical Demands

The physical demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of this job. This is largely a
sedentary role; however, some filing is required. This would require the ability to lift files,
open filing cabinets and bend or stand on a stool as necessary.


Employee Type
Full-Time Regular
Houston TX