Operations Service Manager - Title insurance (New Mexico)

AmTrust Financial Services, Inc.•Ruidoso, NM

13d•Hybrid

About The Position

The Operations Service Manager is responsible for leading and overseeing all title and escrow production activities within New Mexico, ensuring accuracy, compliance, and exceptional service delivery. This role manages a team of processors, examiners, escrow officers, and support staff, while working closely with the central corporate office to ensure all processes, standards, and operational guidelines are consistently followed. The ideal candidate brings at least 10 years of title insurance experience, strong leadership capability, and the ability to support multiple offices through regular in‑state travel.

Requirements

Minimum 10 years of experience in title insurance, escrow, or real estate operations
Proven leadership experience managing teams (multi‑office leadership preferred)
Strong understanding of title production, examination, closing, and post‑closing workflows
Proficiency with ResWare and the ability to ensure consistent system usage across teams
Knowledge of New Mexico title regulations or ability to quickly master state‑specific requirements
Excellent communication, coaching, and conflict‑resolution skills
High attention to detail with strong organizational and analytical abilities
Ability to manage multiple priorities in a fast‑paced, deadline‑driven environment
Willingness to travel within New Mexico to support operational needs

Nice To Haves

Experience implementing operational improvements or restructuring
Familiarity with ALTA Best Practices
Ability to build a strong, collaborative, and accountable team culture
Experience supporting growth or multi‑branch expansion

Responsibilities

Lead, supervise, and develop the New Mexico operations team, including title, escrow, and support personnel
Oversee daily workflow, file distribution, and service‑level expectations to ensure timely and accurate production
Ensure strict adherence to corporate policies, standardized procedures, and operational best practices
Collaborate closely with the central corporate office to implement processes, maintain compliance, and support companywide initiatives
Monitor file progress from order opening through post‑closing, resolving bottlenecks and operational challenges
Maintain compliance with New Mexico state regulations, underwriter guidelines, and ALTA Best Practices
Provide coaching, performance evaluations, and ongoing training to strengthen team capability and accountability
Handle escalated issues from clients, agents, lenders, and internal staff with professionalism and urgency
Track and report operational KPIs such as turn times, production volume, accuracy, and customer satisfaction
Implement process improvements to increase efficiency, reduce errors, and standardize workflows across all New Mexico operations
Ensure proper use and optimization of ResWare for title production, workflow management, and reporting
Support hiring, onboarding, and staffing decisions for New Mexico operations
Travel to branch locations within New Mexico to support staff, training, and operational oversight