Who We Are

Join a team that puts its People First! As a member of First American's family of companies, National Commercial Services provides single-point service for simple to multi-property/multi-state national commercial real estate transactions. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for nine consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.

What We Do

First American is looking to add a Business Segment Manager. In this role you are responsible for the day-to-day operation functions related to providing Title services to customers. The BSM is responsible for production operations of a group supporting multiple counties and is accountable for internal and offshore production units.

What You'll Do:

• Has full supervisory responsibility for a staff. Coaches and mentors' staff, responsible for performance management and development. Assigns and directs work, monitoring progress and status of the assigned work. Hires, trains, and develops subordinates. Provides feedback, delegates tasks, and identifies subordinate training needs and those of the organization.
• Delivers established goals and objectives, team performance appraisals, salary administration, incentives, and hiring qualified candidates including handling timecard approval process as well as approvals of time off/employee changes/modifications and annual performance reviews of employees. Manages employee relations issues and elevates as appropriate.
• Provides overall management support of the Title Production operations. Works directly with manager to monitor and improve organizational production, employee and unit cost performance
• Assists the Business Unit Financial Organization and Management to constantly improve unit cost performance. Analyzes monthly P&L & unit cost data. Uses available financial tools to provide direction to subordinates and make changes in operations that have positive impact on financial performance of the team(s)
• Manages the interaction with process workflow, FAST, and electronic imaging databases, (TRD, DATATREE, DATATRACE, etc.)
• Ensures teams and individuals understand roles and responsibilities via clear communication of goals and objectives; Provides feedback, delegates tasks, and identifies subordinate training needs
• Initiates and identifies process improvement and problem solving activities in order to make informed decisions to ensure product is of high quality, low cost, and meets turnaround time service level agreements.
• Drive the day to day operations of segment, including both onshore and offshore staff. Ensures organizational flexibility through cross-training objectives and continuously reviewing outsourcing volumes with off-shore operations.
• Manages vendor relationships including cost reduction negotiation, grading process, turn time and quality. Handles customer special requests, concerns and complaints
• Analyzes quality in conjunction with Quality Lead with focus on improving quality and meeting quality goals. Owns the process and results.
• Owns turnaround time goals and meeting or exceeding goals established; Provides weekly report card and analysis
• Travel to offsite employee locations as required

What You'll Bring:

• Strong skills in applying Microsoft Office tools (Excel, PowerPoint) to problem solving
• Excellent customer service skills
• Excellent verbal, written, and presentation communication skills
• Ability to multi-task in a fast paced production environment
• Effective interpersonal skills with internal, external customers, management and offshore teams
• Demonstrated experience managing a large staff, on-site, off-site and potentially virtual employees
• Bachelor's degree or equivalent work experience
• 4+ years of directly related experience
• 2+ years of management/leadership experience
• Title Examiner background is required 

Pay Range: $72,125-$96,125 annually

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting.  Pay is based on a number of fa