Anderson Global
Website:
andersonglobal-group.com
Job details:
Job Purpose
The Supervisor Operations – Land Trust & Deed Processing is responsible for leading and managing the Land Trust and Deed team within the India Shared Services Center, supporting US-based land trust and deed drafting, recording, and compliance processes.
This role is an operations leadership position accountable for SLA adherence, quality, throughput, and people leadership, while partnering closely with onshore, client-facing teams to support service delivery and escalations. The Supervisor ensures accurate and timely execution of processes, continuous team capability development, and adherence to defined standards and controls.
Key Responsibilities
1. Team Leadership & Development
- Lead, coach, and supervise a team of Land Trust and Deed Specialists within the SSC.
- Conduct regular performance reviews and provide structured feedback, coaching, and development support.
- Identify training needs and drive continuous upskilling across drafting, recording, and quality standards.
- Support onboarding, knowledge transfer, and cross-training initiatives.
2. Operational Oversight & Delivery Governance
- Ensure timely and accurate execution of land trust and deed drafting and recording activities supporting US-based processes.
- Own and monitor SLAs, turnaround times, backlog, aging, and quality metrics for the team.
- Review outputs for accuracy, completeness, and compliance with SOPs and control requirements.
- Act as the first-level operational escalation point within the SSC for complex or exception cases.
3. Onshore Partnership & Escalation Support
- Partner closely with onshore and client-facing teams to support escalated matters and priority requests.
- Ensure clear, timely, and professional internal communication aligned with service expectations.
- Maintain accurate tracking and documentation of escalations and resolutions.
4. Process Improvement & Continuous Improvement
- Identify process gaps, error trends, and operational risks; recommend and implement improvements.
- Work cross-functionally with internal teams to enhance efficiency, quality, and consistency.
- Support implementation of updated SOPs, tools, and best practices.
5. Administrative & Reporting Responsibilities
- Conduct regular one-on-one meetings with direct reports to review performance, expectations, and development plans.
- Maintain accurate records of team performance, productivity, and quality metrics.
- Contribute to hiring activities, including interviews for new hires and internal transfers where required.
Required Qualifications
- 3–6 years of experience in Land Trust & Deed processing, entity documentation, legal documentation support, or similar back‑office operations, preferably in a Shared Services / KPO / professional services environment.
- Minimum 1–2 years of experience in a team lead or supervisory role within an operations or processing setup.
- Strong working knowledge of drafting, review, and recording processes related to land trust and deed documentation supporting US-based workflows.
- Bachelor’s degree in commerce (B.com), Business Administration (BBA), Arts (Legal), or equivalent.
- Proven ability to manage daily operational volumes, quality reviews, and SLA-driven delivery.
- Strong organizational, analytical, and problem-solving skills.
- Excellent written communication skills in Business English.
- Ability to manage multiple priorities in a high-volume, deadline-driven SSC environment.
- Working knowledge of CRM / case management systems (Salesforce or similar) is preferred.
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