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.

Primary Responsibilities
Escrow & Wire Desk Operational Leadership
Lead day-to-day operations for both the Escrow processing team and the Wire Desk across all markets.




Ensure escrow files and escrow wires are processed accurately, on time, and in accordance with established procedures.
Monitor operational metrics (SLA adherence, cycle time, error rates, wire processing accuracy, client NPS) and drive corrective actions when performance gaps emerge.
Allocate resources, balance workload, and adjust operational priorities across both teams to meet volume and service expectations.
Resolve operational escalations that require Manager-level intervention or cross-functional coordination.
Supervisor Development & Team Leadership
Directly manage and develop the Escrow Supervisor and Wire Desk Supervisor.
Coach both Supervisors to independently lead their teams, manage escalations, and develop their staff.
Conduct regular 1:1s, structured development conversations, and performance reviews with both Supervisors.
Build succession planning and cross-training with

📌 Operations Manager (Colombia)
🏢 TLA Financial Services
📍 Colombia