Business Process Manager - Quality Governance
WFA Digital Insight
The demand for quality management specialists in the digital age has grown exponentially, with a reported 25% increase in job postings over the last year. As companies navigate complex operational landscapes, the need for strategic leaders who can drive governance and continuous improvement has become paramount. First American, a renowned leader in title and escrow production, is seeking a Business Process Manager to spearhead its quality governance initiatives. With its commitment to innovation and employee empowerment, this role presents a unique opportunity for professionals to make a significant impact. Before applying, candidates should be prepared to showcase their analytical prowess, stakeholder management skills, and experience in quality management systems.
Job Description
About the Role
The Business Process Manager - Quality Governance is a pivotal role at First American, tasked with leading the enterprise quality management function for GO Title. This involves ensuring operational quality governance, stakeholder alignment, continuous improvement, and strategic execution across supported business segments. The ideal candidate will have a deep understanding of quality management systems and operational governance, as well as strong analytical and stakeholder management skills.The role is part of the National Production Services division, which provides global title and escrow production support across all channels within First American Title. This includes the Mortgage Services, Commercial, Direct, and Agency divisions. As a leader in this division, the Business Process Manager will play a critical role in driving quality governance and stakeholder engagement.
First American has a long history of putting its people first, fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. The company has been named to the Fortune 100 Best Companies to Work For list for eleven consecutive years and has earned numerous awards for its inclusive, people-first culture.
What You Will Do
- Lead and oversee the GO-Title Quality Governance organization, establishing enterprise quality standards and governance practices.
- Develop operational quality strategies aligned with business goals, overseeing enterprise quality performance and corrective action effectiveness.
- Monitor operational quality metrics and reporting, driving enterprise-level continuous improvement initiatives.
- Ensure effective utilization of the Quality Management System (QMS), establishing strategic partnerships with stakeholders and operational leadership.
- Serve as an escalation point for significant quality concerns, leading executive-level quality reviews and operational alignment discussions.
- Lead, mentor, and develop Quality Leads and Senior Quality Leads, overseeing enterprise quality reporting, dashboards, and executive summaries.
- Lead enterprise quality transformation initiatives, managing operational quality functions across supported business areas.
- Provide leadership and direction for quality initiatives, stakeholder engagement, and continuous improvement efforts.
- Coach, mentor, and develop talent within the Quality organization, responsible for coaching, mentoring, and talent development.
What We Are Looking For
- Advanced knowledge of quality management systems and operational governance.
- Strong analytical and root cause analysis skills, with the ability to influence across operational and executive environments.
- Excellent executive communication and presentation skills, with a customer-service-oriented leadership approach.
- Experience leading operational improvement initiatives, with proficiency in Microsoft Office Suite and reporting tools.
- Strong stakeholder management and relationship-building capabilities, with the ability to balance operational quality governance with stakeholder partnership and business alignment.
- Bachelor’s degree in Business, Operations, Quality Management, or a related field, with a proven track record of driving quality governance and strategic execution.
Nice to Have
- Experience with Lean or Six Sigma methodologies, with a certification in a related field.
- Knowledge of title and escrow production, with experience in the mortgage services or commercial divisions.
- Familiarity with enterprise quality management software, with experience in data analysis and reporting.
Benefits and Perks
- Competitive salary and benefits package, with a comprehensive health insurance plan.
- Opportunity to work with a renowned leader in the title and escrow production industry, with a commitment to innovation and employee empowerment.
- Flexible working hours and remote work options, with a stipend for home office setup and equipment.
- Professional development opportunities, with training and certification programs available.
- Recognition and reward programs, with annual bonuses and stock options.
- Paid time off and holidays, with a generous parental leave policy.
- Access to exclusive employee events and networking opportunities, with a strong focus on community involvement and social responsibility.
How to Stand Out
- Tip: Highlight your experience with quality management systems and operational governance, including any relevant certifications or training.
- Ensure your resume and cover letter are tailored to the role, with a focus on analytical and stakeholder management skills.
- Be prepared to showcase your ability to drive continuous improvement and strategic execution, with examples from your previous experience.
- Research First American's commitment to innovation and employee empowerment, and be prepared to discuss how you can contribute to this culture.
- Practice your executive communication and presentation skills, as these will be critical in this role.
- Consider creating a portfolio of your work, including examples of quality management initiatives and stakeholder engagement strategies.
- Don't be afraid to ask about opportunities for professional development and growth within the company, as well as the company culture and values.
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