Job Description

Collateral Service Inspector Operations Manager 




I)  Position Summary

The CSI Operations Manager will be responsible for the oversight of the CSI Territory Managers and their teams of Collateral & Service Inspectors ensuring inspections are completed within quality guidelines and timelines, that employee and customer service issues are being addressed, and measured metrics are reported on.  The role will also use statistical and heuristic methods to solve complex problems related to productivity, quality, and timely completion of collateral inspections. 


II)  Major Areas of Accountability

1.  Logistics:  Use statistical and heuristic methods to solve complex problems related to productivity, quality, and timely completion of collateral inspections.  This involves intelligent trial and error.  Since our routing decisions will be randomized and are subject to human intervention, TCFIF uses a heuristic methodology vs. a strict algorithmic methodology to ensure maximum productivity.

 2.   Manage CSI Team:  Manage staff in terms of selection, performance management, coaching, providing feedback, training and developmental planning.  Maintain and manage effective mechanisms for monitoring team performance and reporting results to ensure continued quality audits and timely work completion.

 3.  Reporting and Compliance:  Responsible for defining and/or refining existing reports to report group metrics and ensuring compliance to policies, processes and procedures.

4.   Portfolio Control Liaison:  Establish and maintain relations within the various Portfolio Control Managers (or other relevant functional managers) through regular contact and meetings while being responsive and ensuring all inquires, questions, issues, etc., are handled in a timely manner.  Facilitate reporting and feedback from the business to ensure customer satisfaction targets are met and serve as an escalation point for resolving customer issues.

6.  Special Projects as assigned.

III)  Minimum Qualifications

        Education Required:

      · Bachelors Degree

     ·  Proven leadership skills

      · Excellent communications skills

     · Ability to lead a team through coaching and mentoring 

Preferred:

    ·MBA