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 An

📌 Director, College Business Operations (México)
🏢 TLA Financial Services
📍 México