Mission & Purpose The Operations Manager is responsible for the day-to-day operational excellence of TLA's escrow processing and wire desk functions across all markets. This role ensures consistent service delivery, operational efficiency, and disciplined adherence to controls and SLAs. Reporting to the Chief Operating Officer, the Operations Manager leads the Escrow Supervisor and Wire Desk Supervisor, builds operational capability across both teams, owns operations OKR development and monthly performance assessment, and partners directly with the IT Director, Product, Compliance & Risk, and the AI Analyst to operationalize new systems and workflows, maintain strong controls, and continuously improve performance. The Operations Manager owns “how we run operations day-to-day” — translating strategic direction from the COO, product design from Product, and technology rollouts from IT into reliable, repeatable execution. Monitor operational metrics (SLA adherence, cycle time, error rates, wire processing accuracy, client NPS) and drive corrective actions when performance gaps emerge. Resolve operational escalations that require Manager-level intervention or cross-functional coordination. Conduct regular 1:1s, structured development conversations, and performance reviews with both Supervisors. Build succession planning and cross-training within both teams to ensure operational resilience. Partner with People & Culture on hiring, training programs, and performance management. Operations OKRs & Monthly Performance Assessment Develop and own operations OKRs for the Escrow and Wire Desk teams in alignment with company WIGs and strategic direction from the COO. ensure each level understands its contribution to operational performance. Conduct monthly operational performance assessments of the operations team, including OKR progress, operational metrics, and behavioral expectations. Synthesize monthly operational performance into structured reports for the COO and the AI Analyst for board reporting. Identify performance gaps, drive corrective actions, and recognize strong performance.



Wire Desk Operations & Dual Control Ensure the Wire Desk operates with strict adherence to dual-approval controls (Wire Processor initiates; Coordinate with Compliance & Risk on wire-related compliance requirements and audit support. Identify and escalate exceptions, anomalies, or potential control concerns. Continuously evaluate and improve wire desk processes for accuracy, speed, and control integrity. SoftPro, Client Portal), partnering directly with the IT Director on implementation timelines, training, go-live readiness, and post-launch stabilization. Own the authoring, maintenance, and currency of all Escrow and Wire Desk SOPs, including processing workflows, wire execution, KYC/onboarding, and file management. ~ Establish and maintain documentation standards within Operations (templates, version control, review cadence); coordinate with Compliance & Risk to ensure alignment with regulatory standards. ~ Identify and implement process improvements that reduce cycle time, eliminate redundancy, and improve quality across escrow and wire operations. ~ Frame and route operational escalations correctly across Product, Compliance, Finance, and Technology — ensuring issues reach the right owner with appropriate context. Compliance Execution & Operational Controls Execute escrow and wire operations within the compliance and risk framework established by Compliance & Risk. Implement and maintain operational controls (checklists, approvals, quality assurance, dual control) to minimize risk of errors or fraud. Conduct quality assurance reviews of escrow files and wire transactions. Support audits, control testing, and remediation in partnership with Compliance & Risk. Promote awareness of compliance responsibilities across both teams. Partner with Compliance & Risk on regulatory requirements, audit preparation, and control framework execution. Partner with the AI Analyst to provide operational data inputs and operationalize AI-driven workflows.



Partner with People & Culture on staffing, training, and performance management. Support the COO with operational reporting, strategic initiatives, and special projects. Prepare operational reports and dashboards tracking key metrics (SLA, cycle time, errors, wire activity, OKR progress) for the COO and executive team. Analyze operational data to identify trends, risks, and opportunities for improvement. Bachelor's degree in business administration, operations management, finance, or related field. ~5+ years of operations management experience, with at least 2 years leading frontline supervisors or team leads. ~ Demonstrated experience managing operations with strict control requirements (e.G., wire operations, banking, AML/KYC environments). ~ Experience developing OKRs and conducting structured monthly performance assessments. Operational Discipline: Runs reliable, repeatable operations with strong attention to controls and quality. conducts structured performance management. OKR & Performance Management: Designs, cascades, and tracks OKRs; runs monthly performance assessment rhythms. Controls & Compliance Awareness: Understands operational risk, dual-control discipline, and regulatory requirements. Works effectively across Product, IT, Compliance, Finance, and People & Culture. Data-Driven Decision-Making: Uses operational metrics to drive performance and improvement. Maintains operational focus on consistent, high-quality client experience. Familiarity with bank portals and wire processing controls. Comfort with data analysis and reporting tools (Excel, business intelligence platforms). Experience with OKR tracking and performance management tools or frameworks. English — fluent or native proficiency required. Spanish — professional proficiency strongly preferred (cross-border operations). Experience overseeing wire operations or treasury operations with dual-control requirements. Knowledge of AML/KYC compliance requirements in financial services. Proficiency with escrow management systems preferred (RamQuest, SoftPro, or similar title/escrow software). SoftPro, RamQuest, CRM platforms) from an operations seat.

📌 Brand Operation Director (Ciudad de México)
🏢 TLA Financial Services
📍 Ciudad de México