TEAM LEAD OPERATIONS | US TITLE INSURANCE

POSITION SUMMARY

- Team Lead – Operations will manage day-to-day team operations and ensure consistent delivery of quality, productivity, and SLA/TAT requirements. The role involves guiding and coaching team members, monitoring performance, resolving operational issues, and ensuring adherence to client and process requirements.

KEY RESPONSIBILITIES – OPERATIONS &

- REPORTING

- Manage daily workflow and ensure timely completion of assigned orders within defined SLA/TAT requirements.

- Monitor team productivity, quality, attendance, backlog, and overall performance; proactively address SLA and productivity risks.

- Prepare and maintain accurate Daily Status, EOD Completion, Scorecard, ICP, Stack Ranking, Error, and AtClose reports as required.

- Ensure timely and accurate submission of operational reports and maintain adherence to established SOPs and client requirements.

QUALITY &

- PROCESS MANAGEMENT

- Monitor team quality, identify recurring errors and process gaps, and implement appropriate corrective actions.

- Review internal and external error reports and provide timely feedback and coaching to team members.

- Support audit and quality initiatives and ensure observations are addressed within defined timelines.

- Identify opportunities to improve process efficiency, quality, productivity, and error reduction.

PEOPLE MANAGEMENT

- Provide day-to-day guidance, coaching, and support to team members and help them achieve defined performance targets.

- Conduct regular performance discussions and provide constructive feedback.

- Identify skill gaps and coordinate with Training/Quality teams for appropriate interventions.

- Manage attendance,



leave, and day-to-day workforce requirements.

- Motivate the team and promote accountability, collaboration, and a positive work environment.

- Support onboarding, nesting, and transition of new team members into production.

CLIENT &

- ESCALATION MANAGEMENT

- Handle routine client and operational queries effectively and ensure timely resolution.

- Support client calls and provide accurate updates on team performance and operational matters when required.

- Escalate critical quality, SLA, or client-impacting issues to the appropriate management team and coordinate with internal stakeholders for resolution.

JOB REQUIREMENTS

- Bachelor’s degree from a recognized institution.

- Relevant experience in US Mortgage / Title Insurance operations, preferably with hands-on knowledge of Title Search and related products.

- Experience handling teams in a production-driven BPO/ITES environment.

- Strong understanding of quality, productivity, SLA/TAT, and operational metrics.

- Excellent verbal and written communication, analytical, problem-solving, time-management, and organizational skills.

- Strong people-management, coaching, motivational, client-handling, and escalation-management capabilities.

- Ability to adapt to changing business requirements and work effectively under pressure and meet deadlines.

- Willingness to work adaptable shifts, including weekends/holidays, based on business requirements.

KEY PERFORMANCE AREAS

- Quality &
- Accuracy | SLA/TAT Adherence | Productivity | Team Performance | Reporting Accuracy | Process Compliance | Client Satisfaction | Attendance &
- Workforce Management | Error Reduction | Team Development

📌 Team Lead- Operations | US TITLE Insurance (Chennai)
🏢 Venpa Staffing
📍 Chennai