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Overview

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 instate travel.

Responsibilities

Lead, supervise, and develop the New Mexico operations team, including title, escrow, and support personnel

Oversee daily workflow, file distribution, and servicelevel 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 postclosing, 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

Qualifications

Minimum 10 years of experience in title insurance, escrow, or real estate operations

Proven leadership experience managing teams (multioffice leadership preferred)

Strong understanding of title production, examination, closing, and postclosing 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 statespecific requirements

Excellent communication, coaching, and conflictresolution skills

High attention to detail with strong organizational and analytical abilities

Ability to manage multiple priorities in a fastpaced, deadlinedriven environment

Willingness to travel within New Mexico to support operational needs

Preferred Skills

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 multibranch expansion

What We Offer

AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.

Employment Type: FULL_TIME