Job Description
The Information Solutions Group, a division of The First American Corporation (NYSE:FAF), is the largest collector and provider of real estate information used by businesses to value, locate, and analyze properties across the United States. With the world's most comprehensive database of real estate information and property characteristics, our companies transform complex data gathered from thousands of public records and private sources into meaningful business information used by mortgage lenders, title companies, government agencies, legal firms, and others. For more information, please visit our website www.firstam.com. If you are looking for a growth-oriented, financially stable company that's been in business since 1889, please consider our opportunity.
Offshore Program Analyst works in an operations based environment supporting international and domestic business operations. Position will work with all levels of domestic and international personnel to execute existing and new international programs that support domestic business goals. Position is responsible for workflow oversight, quality assurance, training and feedback as well as responsible for creating and executing existing tools to demonstrate effectiveness of off-shore programs. Analyst will be responsible for identifying new or improved offshoring opportunities as well as establishing metrics and accountabilities for the offshore process. In addition, person is responsible for evaluating and analyzing program effectiveness through benchmarks, analysis and SLA measurements. Analyst is responsible for influencing change with the program as defined by ongoing analysis to maximize offshore team’s effectiveness and ensure true gains are realized by domestic team whose programs are supported.
Plays a key role (primary liaison) in preparing and maintaining detailed business process documentation. Preparation includes interviewing subject matter experts, mapping “as-is” and “to-be” process workflows, detailed process procedures. Position requires ownership of project planning materials, reporting and workflow tools, process documentation for existing programs to include workflow charts as well as initiating/developing new materials for proposed programs offshore. (20%)
Develops and facilitates training with FIC and domestic staff on international processes and champions continuous improvement opportunities. Instructs, directs and checks work of offshore teams. Independently troubleshoots day to day issues with offshore teams and takes corrective action or directs others in corrective action. Provides feedback to associate, supervisor, and management staff offshore as well as domestic staff. (20%)
Monitors quality and workflow between domestic and international teams/creates tools for tracking and demonstrating international program effectiveness. Daily interaction with supervisors and managers in offshore and domestic setting expected. Facilitates operations calls with offshore team and attends domestic operations calls with management team. (30%).
Monitors and prepares monthly SLA documentation. Provides feedback to various levels of domestic and offshore staff to include associates, supervisors, managers, and senior directors and facilitates SLA calls with international teams. SLA feedback is provided to equivalent levels of offshore staff. (20%)
Identification and execution of new international process migration. Includes preparation of CBA (cost benefit analysis) and ROI (return on investment) documentation to support decision to offshore. Data gathering, preparation, analysis and preparation is required. Initiates and facilitates project meetings and participates in meetings of other project owners. (10%)
Qualifications
BS/BA degree or equivalent work experience. 3+ years real estate tax service, mortgage industry, project management, and/or offshore process experience.
Knowledge of BPM or other business process management tools, intermediate knowledge of MS Sharepoint, MS Access, MS Word, and MS Excel applications preferred. Position requires creating and maintaining process workflows using MS Visio or equivalent process mapping tool.
First American offers an empowered work environment that encourages creativity, initiative and professional growth. Our competitive salary and benefits package includes:
Health, dental and vision care
401(k) retirement savings plan including a company match tied to profitability
Long-term disability insurance
Short-term disability insurance
Discount stock purchase program
Tuition assistance program
Title and escrow fee reimbursement program
Company credit union
First American Corporation is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.
The First American Corporation is an Equal Employment Opportunity/Affirmative Action employer. Qualified applicants are considered for employment and employees are treated during employment without regard to race, color, religion, gender, sexual orientation, national origin, age, physical or mental disability, medical condition, religion, marital status or veteran status, or any other characteristic protected by state or federal law.
Individual is responsible to adhere to First American Corporation's and department's compliance and information security policies, practices, and procedures, including the handling of systems and data, in the performance of the role.
Job Requirements
off-shore, real estate tax,
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