Director of Operations

Avanze is a technology-driven organization that transforms the title and mortgage industry with products and solutions for the loan cycle. The company is SOC 2 Type II, ISO 27001, and ISO 9001 certified, demonstrating a commitment to industry best practices in information security. We are seeking a dynamic and results-driven Director of Operations to lead and oversee our BPS operations in Salem. This role requires a strategic thinker with a deep understanding of process optimization, workforce management, and client service delivery. The Director of Operations will be responsible for ensuring operational efficiency, driving performance excellence, and contributing to the overall growth and profitability of the company. Key Responsibilities: - Operational Leadership: Oversee end-to-end operations for the BPS division, ensuring smooth and efficient workflow management. - Process Optimization: Implement best practices, automation, and continuous improvement strategies to enhance productivity and cost efficiency. - People Management: Lead, mentor, and develop a high-performing team, fostering a culture of accountability and excellence. - Client & Stakeholder Management: Act as a primary point of contact for key clients, ensuring high service levels and satisfaction. - Performance Metrics & Reporting: Define and track KPIs related to operational efficiency, SLAs, and revenue goals. - Compliance & Quality Control: Ensure adherence to industry regulations, company policies, and quality standards. - Technology & Innovation: Work closely with technology teams to integrate automation and AI-driven solutions into BPS workflows. - Financial Oversight: Manage budgets, cost control measures, and profitability analysis to drive sustainable business growth. Qualifications & Skills: - 15+ years of experience in Business Process Services (BPS), preferably in title insurance, mortgage, or financial services. - Proven track record in operations management, process improvement, and team leadership. - Strong analytical and problem-solving skills to identify bottlenecks and implement effective solutions. - Excellent communication and client management abilities to drive business relationships. - Experience with automation, AI, or process digitization in a BPS environment is a plus. - Ability to work in a fast-paced, high-growth environment and make data-driven decisions. Key Responsibilities: Lead Generation & Qualification: - Research and identify potential clients using HubSpot and other lead databases. - Call and engage with prospects to understand their business needs and challenges. - Qualify leads based on predefined criteria to ensure they are a good fit. Cold Calling & Outreach: - Conduct high-volume cold calling to engage prospects and generate interest. - Clearly communicate our value proposition and services to potential clients. - Handle objections professionally and guide prospects toward booking an appointment. Appointment Setting & Follow-ups: - Schedule and confirm appointments with qualified leads for the sales team. - Maintain accurate records of conversations, status updates, and follow-ups in HubSpot. - Nurture leads through personalized communication and timely follow-ups. Database Management & Reporting: - Maintain and update the CRM with accurate lead information and activity logs. - Track and report key performance metrics (calls made, leads qualified, appointments set, etc.). - Continuously refine the outreach strategy based on feedback and results. What We Offer: - Competitive base salary + commission structure. - Be part of a fast-growing and innovative BPS company with a strong market presence. - Work with a dynamic leadership team committed to operational excellence and digital transformation. - Opportunity to drive impact, lead strategic initiatives, and shape the future of BPS services.,