Operations Manager

Who We Are

ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for nine consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.

What We Do

Manages the day-to-day Cash Operations in compliance with established procedures for the organization. Participates in developing, interpreting, and implementing policies and
procedures. Ensures employee conformance to established practices and proper training of staff. Prepares related reports and audits current procedures to monitor efficiency of operations. Instills the notion within all employees at all levels of the
organization that the business unit’s primary goal is to provide the highest quality service possible to all customers.

Who We Are

• Manages work activities and operations of a functional area or department

• Provides oversight and direction to team members.

• Influences outcomes and assures that all employees within area of responsibility are working towards a common goal.

• Participates in the decision-making process of cash management operations

• Responsible for adherence to operating budget guidelines regarding all expenses.

• Actively participates in all activities which support the organization’s goals and objectives.

• Contributes to and drives project reviews and approves detailed designs and cost estimates for projects.

• Participates in the development of both short and long-range plans for the organization and provides input to operational decisions to clarify or modify project plans, and/or schedule requirements.

• Responds to and resolves client and customer issues.

• Partners with other leaders across servicing on servicing related activities.

• Responsible for Cash Operations metrics and operation results, including cash payment processing vendors.

• Implements action plans for operational performance opportunities.

• Handles complex team member escalations.

• Supports team initiatives and new process implementation.

• Works with team members to develop and monitor individual and departmental goals, regularly providing effective guidance.

• Monitors team and agent performance collaborating with direct managers to ensure appropriate actions are taken for non-performer including termination recommendation. 

• Writes and conducts employee performance reviews and provides ongoing performance feedback through coaching. Makes hiring recommendations and gets input from Senior Management/Executive Management.

• Works on a diverse range of problems of various levels of scope where analysis of situations or data requires evaluation of a variety of factors and an understanding of current business and trends

• Exercises judgment within generally defined practices and policies in determining objectives and approaches to project completion

• Interacts with Management and peers in other departments for purposes of gaining cooperation, exchanging technical information, and presenting project plans and reports

• Accountable to Senior Management to ensure appropriate use of financial resources.

• May provide direct supervision to non-exempt and exempt employees

• Provides input to and may develop operational plans and works with Senior Management to ensure that plans are

• integrated with broader strategies

• Receives assignments in the form of objectives, establishes goals, and assigns resources to meet schedules and goals

• Work is reviewed in terms of meeting product, project, or operational objectives, quality, schedules and budgets

• Serves as the on-site Manager of the Cash team.

• Other duties as assigned.

What You'll Bring

• Bachelor’s degree or equivalent combination of education and experience

• 5-7 years of directly related experience

• 3-5 years demonstrated experience in a supervisory or management role

• Demonstrated success establishing, leading and maintaining effective working relationships at the Middle Management level

• Solid administrative and management skills

• Project management and planning skills

• High level of business acumen, strategic agility, ability to develop others, and influence change

• Analysis and negotiation skills

• Excellent interpersonal and communication skills

• Ability to establish credibility and be decisive, coupled with the ability to recognize and support the organization’s

• preferences and priorities

• Successful track record designing, developing, and executing complex projects in area of functional expertise.

• Ability to establish and maintain effective working relationships at the Management level across functional groups and business units. Adeptness to influence the thinking of, or gain acceptance from, others in sensitive situations, using influence and preventing damage to the relationships

• Strong capacity to communicate the function’s vision and the department’s direction and set aligned goals. Provides

• resources and creates systems to measure results. Familiar with competitor, financial and industry dynamics

• Actively recruits, retains and develops talent and holds employees accountable for results. Leads change, manages

• conflict and fosters collaboration

• Drives and models customer loyalty, manages customer expectations, solicits customer feedback and ensures

• commitments are met.

• Provides others with reliable information and delivers informative and persuasive presentations. Uses good listening skills and negotiates effectively

• Collaboratively engages with leaders to create, identify, and implement solutions to further effectiveness of the business

Salary Range:  $75,375 – $125,600 Annually

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting.  Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

What We Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.