Overview:
Lhoopa is seeking a senior operations leader to industrialize and lead its transaction processing engine within a regulated documentation environment. This role is responsible for structuring, stabilizing, and scaling a disciplined transaction operations organization capable of delivering predictable monthly transaction output with controlled cycle time and minimized documentation
errors. The VP will operate and continuously strengthen a high-accountability execution environment, ensuring throughput, compliance integrity, and operational discipline across a complex and evolving system.
Mission:
Structure and lead Lhoopa's transaction operations engine to ensure predictable transaction production volume, reduced end-to-end cycle time, and minimized documentation errors through disciplined execution, workforce management, and rigorous performance oversight.
The VP is accountable for stabilizing execution at scale, managing a team of approximately 50+ professionals, and building the operational rigor required to sustain long-term volume growth without compromising accuracy or regulatory standards.
Key Responsibilities:
Production Output & Flow Control
- Own monthly transaction production targets across loans, titles, and tax clearances, ensuring predictable and scalable output.
- Manage end-to-end cycle time from dossier preparation and document validation through approval/payment/issuance.
- Identify bottlenecks and capacity constraints across teams and external partners; implement fixes to keep work moving.
- Run structured backlog and aging controls with clear prioritization and escalation for stuck cases.
- Ensure volume growth does not compromise documentation accuracy, title integrity, tax correctness, or regulatory compliance.
Process Discipline & SLA Governance
- Operate within centrally defined processes while ensuring flawless execution across all transaction stages.
- Establish and enforce clear SLA frameworks at team and individual levels.
- Implement daily and weekly performance monitoring routines focused on productivity, error rates, and turnaround times.
- Drive root-cause analysis on rejected or returned files, minimizing rework and improving submission quality over time.
- Maintain rigorous documentation standards in line with external regulatory requirements.
Workforce & Organizational Management
- Lead and develop a transaction operations team of approximately 50+ FTEs, with expected scale-up over time.
- Design and manage staffing models aligned with forecasted transaction volumes and workload variability.
- Build a performance-driven culture with clear accountability, measurable output, and structured management cadences.
- Develop second-line managers capable of sustaining discipline and execution quality at scale.
- Propose organizational adjustments in coordination with top management to support evolving operational needs.
Exception Handling & Operational Judgment
- Exercise strong operational judgment in managing complex or non-standard cases within an evolving process environment.
- Balance strict process discipline with pragmatic decision-making when structural imperfections arise.
- Ensure operational stability even when upstream inputs or external constraints create variability.
- Maintain production continuity while contributing practical improvement feedback to the broader organization.
Reporting & Performance Visibility
- Establish clear dashboards tracking transaction volume, cycle time, backlog aging, productivity per FTE, and rejection rates.
- Provide structured weekly and monthly reporting to senior leadership ontransaction engine performance.
- Drive continuous performance improvement initiatives grounded in operational data and measurable impact.
Qualifications:
- Minimum 1215 years of progressive experience in operations leadership within structured, process-intensive environments (e.g., manufacturing, BPO, shared services, financial operations, regulated industries).
- Proven track record of managing 40100+ person teams in SLA-driven environments.
- Demonstrated ability to manage throughput, staffing models, and performance metrics at scale.
- Strong operational discipline combined with sound judgment in complex and evolving execution environments.
- Experience reducing cycle times, improving productivity ratios, and minimizing operational error rates.
- High personal accountability and strong leadership presence; capable of driving performance without creating organizational instability.
- Analytical and structured mindset, comfortable working with performance dashboards and operational data.
- Bachelor's degree in business, engineering, operations, or related fields; advanced education is a plus.
