MARIA PRIYA XAVIER
Bengaluru
Summary
Strategic Title Insurance Operations Leader with over 14 years of experience in the U.S. title insurance and mortgage services lifecycle. Currently leads a team of 24 professionals, ensuring 95% SLA adherence while processing 2,800+ title files monthly. Expertise in workforce planning, operational reporting, and process improvement, driving productivity increases and reducing rework. Proven ability to optimize workflows and deliver projects on time.
Overview
13
13
years of professional experience
Work History
Process Lead
First American India Pvt Ltd
10.2023 - Current
- Lead day-to-day operations for a team of 24 title production and examination professionals, accountable for productivity, quality, TAT, and employee development across 2,800+ title files processed monthly.
- Regularly monitor KPIs across productivity, quality, and TAT, translating trends into actions that lifted overall SLA adherence to 98%.
- Consistently maintained 98%+ service-level commitments.
- Resolved 95% of complex escalations within 24–48 hours while maintaining 95%+ SLA commitments.
- Analyzed workload trends and resource utilization to right-size staffing across a 24-member team, improving volume forecast accuracy by 15%.
- Improved team productivity by 10% within two quarters through structured coaching and performance-management practices.
- Conducted quarterly performance reviews and structured coaching for 7 direct reports, enhancing individual and team capabilities.
- Facilitated monthly Examiner Forums and knowledge-sharing sessions for 15+ team members, driving a 12-point improvement in engagement scores.
- Collaborated with business leaders on workflow optimization, operational efficiency, and succession planning.
Subject Matter Expert
First American India Pvt Ltd
11.2019 - 10.2023
- Served as primary process expert for title production team of 20+ examiners, enhancing knowledge management, providing quality guidance, and resolving issues.
- Conducted quality reviews auditing 100+ title files monthly, identified recurring error trends, and partnered with quality teams on corrective and preventive actions that reduced defect rates by 20%.
- Minimized process errors through targeted interventions. by 20% through targeted coaching and quality interventions.
- Served as primary contact for process-related queries. the first point of contact for process-related queries and operational support, resolving 15–20 queries daily with same-day turnaround.
- Developed process documentation, updated SOPs, facilitated process transitions, and implemented operational changes to streamline workflows.
- Produced productivity, quality, and performance reports for management and engaged in client calls and business reviews to align operational strategies.
- Supported onboarding and training of 25+ new employees over 4 years and facilitated process calibration and knowledge-sharing workshops, cutting new-hire ramp-up time by 25%.
- Provided training and mentorship to new hires. 10+ new hires and supported other units, cutting time-to-proficiency by 25%.
- Recognized with Spotlight Award, Top Performer (4 consecutive quarters), Wall of Fame, and Golden Eagle Award for productivity excellence.
Senior Examiner
First American India Pvt Ltd
04.2018 - 10.2019
- Led complex title examinations maintaining 99% accuracy.
- Mentored and trained 4 junior examiners, enhancing quality standards and ensuring process consistency.
- Implemented process improvements, achieving a 15% reduction in average turnaround time.
Examiner
First American India Pvt Ltd
10.2015 - 03.2018
- Resolved ownership, lien, and encumbrance issues, clearing 95% of title defects within same-day turnaround.
- Examined 20–25 title documents and contracts weekly, ensuring accuracy above 99%.
- Evaluated documents for compliance with regulatory standards and internal policies.
- Collaborated with cross-functional teams to address discrepancies and streamline processes.
- Conducted thorough reviews of financial records to ensure accuracy and completeness.
Title Specialist
First American India Pvt Ltd
06.2013 - 09.2015
- Processed and verified 60+ title documents weekly, ensuring accuracy and compliance with regulatory standards.
- Coordinated with stakeholders to identify and resolve discrepancies in title records, enhancing data integrity.
- Supported audits and maintained detailed documentation, achieving zero compliance findings across audit cycles.
Education
Bachelor of Commerce -
Kristu Jayanti College
Bengaluru01-2011
PUC (MECA) -
St. Anne’s Girls PU College
Bengaluru01-2009
Skills
- Title production
- Title Insurance Operations
- Real estate processes
- Process Improvement
- Process transitions
- Productivity management
- Performance Management
- Escalation Management
- Knowledge management
- Quality reporting
- Analytical Thinking
- Problem Solving
- Customer Focus
- Capacity planning
- Stakeholder Management
- People Team leadership
- Coaching & Mentoring
- Employee Engagement
- Operational Excellence
Leadership Additional Strengths
- Leadership & Team Development
- Analytical Thinking
- Operational Excellence
- Customer Focus
- Problem Solving
- Decision Support Reporting
- Examiner Forum Facilitation
- Cultural Activities Coordination
Accomplishments
- Quarterly Top Performer Quality & Productivity - 2018 till 2023
Timeline
Process Lead
First American India Pvt Ltd
10.2023 - Current
Subject Matter Expert
First American India Pvt Ltd
11.2019 - 10.2023
Senior Examiner
First American India Pvt Ltd
04.2018 - 10.2019
Examiner
First American India Pvt Ltd
10.2015 - 03.2018
Title Specialist
First American India Pvt Ltd
06.2013 - 09.2015
Bachelor of Commerce -
Kristu Jayanti College
PUC (MECA) -
St. Anne’s Girls PU College