Operations Manager

Mission & Purpose

The Operations Manager is responsible for the day-to-day operational excellence of TLA's escrow processing and wire desk functions across all markets. This role ensures consistent service delivery, operational efficiency, and disciplined adherence to controls and SLAs. Reporting to the Chief Operating Officer, the Operations Manager leads the Escrow Supervisor and Wire Desk Supervisor, builds operational capability across both teams, owns operations OKR development and monthly performance assessment, and partners directly with the IT Director, Product, Compliance & Risk, and the AI Analyst to operationalize new systems and workflows, maintain strong controls, and continuously improve performance. The Operations Manager owns “how we run operations day-to-day” — translating strategic direction from the COO, product design from Product, and technology rollouts from IT into reliable, repeatable execution.

Primary Responsibilities

Escrow & Wire Desk Operational Leadership

• Lead day-to-day operations for both the Escrow processing team and the Wire Desk across all markets.
• Ensure escrow files and escrow wires are processed accurately, on time, and in accordance with established procedures.
• Monitor operational metrics (SLA adherence, cycle time, error rates, wire processing accuracy, client NPS) and drive corrective actions when performance gaps emerge.
• Allocate resources, balance workload, and adjust operational priorities across both teams to meet volume and service expectations.
• Resolve operational escalations that require Manager-level intervention or cross-functional coordination.

Supervisor Development & Team Leadership

• Directly manage and develop the Escrow Supervisor and Wire Desk Supervisor.
• Coach both Supervisors to independently lead their teams, manage escalations, and develop their staff.
• Conduct regular 1:1s, structured development conversations, and performance reviews with both Supervisors.
• Build succession planning and cross-training within both teams to ensure operational resilience.
• Partner with People & Culture on hiring, training programs, and performance management.

Operations OKRs & Monthly Performance Assessment

• Develop and own operations OKRs for the Escrow and Wire Desk teams in alignment with company WIGs and strategic direction from the COO.
• Cascade OKRs to Supervisor and team level; ensure each level understands its contribution to operational performance.
• Conduct monthly operational performance assessments of the operations team, including OKR progress, operational metrics, and behavioral expectations.
• Synthesize monthly operational performance into structured reports for the COO and the AI Analyst for board reporting.
• Identify performance gaps, drive corrective actions, and recognize strong performance.

Wire Desk Operations & Dual Control

• Ensure the Wire Desk operates with strict adherence to dual-approval controls (Wire Processor initiates; Wire Desk Supervisor and authorized Wire Approver dual approve).
• Maintain accurate, auditable records of all escrow wire activity.
• Coordinate with Compliance & Risk on wire-related compliance requirements and audit support.
• Identify and escalate exceptions, anomalies, or potential control concerns.
• Continuously evaluate and improve wire desk processes for accuracy, speed, and control integrity.

Systems Adoption & Technology Partnership

• Serve as the operational owner and adoption lead for systems used by Escrow and Wire Desk teams (e.g., SoftPro, Client Portal), partnering directly with the IT Director on implementation timelines, training, go-live readiness, and post-launch stabilization.
• Champion adoption of new systems and process changes; ensure team proficiency, operational readiness, and resolution of operational issues identified during implementation.
• Operationalize the client portal experience within the Escrow team in partnership with Product, including support workflows, handoff procedures, and operational readiness as the portal moves from friends-and-family to market launch.
• Provide operational requirements, feedback, and adoption insights to IT and Product to inform system improvements.
• Sign off on operational readiness for system rollouts within Operations.

SOP Ownership, Workflow Execution & Continuous Improvement

• Own the authoring, maintenance, and currency of all Escrow and Wire Desk SOPs, including processing workflows, wire execution, KYC/onboarding, and file management.
• Establish and maintain documentation standards within Operations (templates, version control, review cadence); coordinate with Compliance & Risk to ensure alignment with regulatory standards.
• Operationalize new product workflows designed by Product, ensuring teams are trained, procedures are documented, and operational handoffs are clear.
•  Identify and implement process improvements that reduce cycle time, eliminate redundancy, and improve quality across escrow and wire operations.
• Partner with the AI Analyst to identify automation opportunities and operationalize AI-enabled workflows.
• Continuously evaluate workflows based on volume changes, client feedback, and operational metrics.
• Frame and route operational escalations correctly across Product, Compliance, Finance, and Technology — ensuring issues reach the right owner with appropriate context.

Compliance Execution & Operational Controls

• Execute escrow and wire operations within the compliance and risk framework established by Compliance & Risk.
• Implement and maintain operational controls (checklists, approvals, quality assurance, dual control) to minimize risk of errors or fraud.
• Conduct quality assurance reviews of escrow files and wire transactions.
• Support audits, control testing, and remediation in partnership with Compliance & Risk.
• Promote awareness of compliance responsibilities across both teams.

Cross-Functional Collaboration

• Partner with Product to operationalize new escrow products, customized client workflows, and developer-specific structures designed by Product.
• Partner with IT Director on system implementation, technology rollouts, and operational technology requirements.
• Partner with Compliance & Risk on regulatory requirements, audit preparation, and control framework execution.
• Partner with the AI Analyst to provide operational data inputs and operationalize AI-driven workflows.
• Partner with People & Culture on staffing, training, and performance management.
• Support the COO with operational reporting, strategic initiatives, and special projects.

Operational Reporting

• Prepare operational reports and dashboards tracking key metrics (SLA, cycle time, errors, wire activity, OKR progress) for the COO and executive team.
• Analyze operational data to identify trends, risks, and opportunities for improvement.
• Provide consistent, structured operational inputs to the AI Analyst for consolidated Board reporting.

Qualifications

Required Experience & Education

• Bachelor's degree in business administration, operations management, finance, or related field.
• 5+ years of operations management experience, with at least 2 years leading frontline supervisors or team leads.
• Experience in escrow, title, real estate, banking, or financial services strongly preferred.
• Demonstrated experience managing operations with strict control requirements (e.g., wire operations, banking, AML/KYC environments).
• Experience authoring SOPs and operating with disciplined documentation standards.
• Experience operationalizing new systems or technology rollouts within an operations function.
• Experience developing OKRs and conducting structured monthly performance assessments.

Required Skills & Competencies

• Operational Discipline: Runs reliable, repeatable operations with strong attention to controls and quality.
• People Leadership & Coaching: Develops Supervisors and builds capability across teams; conducts structured performance management.
• OKR & Performance Management: Designs, cascades, and tracks OKRs; runs monthly performance assessment rhythms.
• Process Design & Documentation: Authors clear, effective SOPs and workflows; maintains documentation standards within operations.
• Controls & Compliance Awareness: Understands operational risk, dual-control discipline, and regulatory requirements.
• Cross-Functional Collaboration: Works effectively across Product, IT, Compliance, Finance, and People & Culture.
• Change Adoption & System Readiness: Champions adoption of new systems and processes; ensures teams are ready, trained, and proficient.
• Data-Driven Decision-Making: Uses operational metrics to drive performance and improvement.
• Client Service Orientation: Maintains operational focus on consistent, high-quality client experience.
• Adaptability & Change Leadership: Leads teams through evolving workflows, AI adoption, and organizational change.

Required Tools & Systems

• Familiarity with bank portals and wire processing controls.
• Comfort with data analysis and reporting tools (Excel, business intelligence platforms).
• Familiarity with workflow documentation and collaboration tools.
• Experience with OKR tracking and performance management tools or frameworks.

Language Requirements

• English — fluent or native proficiency required.
• Spanish — professional proficiency strongly preferred (cross-border operations).

Preferred (Nice to Have)

• Experience overseeing wire operations or treasury operations with dual-control requirements.
• Knowledge of AML/KYC compliance requirements in financial services.
• Experience with AI/automation tools and operational process optimization.
• Proficiency with escrow management systems preferred (RamQuest, SoftPro, or similar title/escrow software).
• Experience supporting or leading system implementations (e.g., SoftPro, RamQuest, CRM platforms) from an operations seat.
• Understanding of Latin American (Mexico, Costa Rica, Dominican Republic) real estate transactions and banking.
• Process improvement methodology knowledge (Lean, Six Sigma).
• Experience operationalizing new products in a regulated environment.