• Oversee order fulfillment, order review, and compliance-related processes to ensure timely and accurate results • Evaluate department efficiencies and implement workflow strategies that optimize resources, reduce friction, and support SLA and quality commitments • Partner closely with the Compliance team to interpret requirements and adapt workflows to maintain alignment with regulations and industry standards • Oversee the collection, analysis, and reporting of quality and productivity data to drive informed decisions and performance • Ensure escalations are addressed timely through effective collaboration with other departments to maintain service reliability • Identify and resolve operational bottlenecks and streamline procedures • Foster a positive team culture through strong communication, training, mentoring, and support for continuous learning • Guide and coach Records Specialists through performance management, expectation setting, and ongoing development to support professional growth and consistent policy adherence