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Job Description: Team Leader – Verifications Operations (Background Verification)
Department: Operations – Verifications
Location: Remote
Reporting To: Operations Manager
Work Schedule: Monday to Friday – (Night Shift)
Role Overview:
The Team Leader – Verifications Operations will lead a team handling end-to-end employment and education verification processes for US background screening operations, ensuring high-quality delivery, SLA adherence, and team productivity. The role requires strong domain expertise in verifications along with proven people management experience.
Key Responsibilities:
Team Management & Delivery
- Manage a team of 10–20 associates handling Employment and Education Verification processes
- Allocate work, monitor productivity, and ensure daily/weekly targets are achieved
- Drive adherence to SLAs, TAT, productivity, and accuracy benchmarks
- Conduct regular coaching sessions, feedback discussions, and performance reviews
Verification Operations
Oversee end-to-end employment and education verification processes for US background screening
Ensure accurate verification of:
- Employment details
- Designation and tenure
- Rehire eligibility
- Educational qualifications
Monitor outbound and inbound communication with HRs, employers, universities, and institutions
Ensure complete and accurate documentation of verification outcomes and audit trails
Quality & Compliance
- Ensure compliance with client requirements, verification guidelines, and internal policies
- Conduct regular audits and drive quality improvement initiatives
- Ensure adherence to US compliance standards and escalation protocols
- Maintain confidentiality and integrity while handling sensitive information
- Identify discrepancies and manage escalations for complex cases
Process Management
Stakeholder Management
- Work closely with QA, Training, and Operations leadership teams
- Manage operational escalations effectively
- Ensure strong client service delivery and operational efficiency
Performance Management
- Track KPIs such as productivity, quality, SLA, and TAT
- Drive team engagement, accountability, and retention
- Monitor team performance and implement corrective actions where required
MIS & Reporting
- Prepare and share operational and performance reports
- Analyze trends and implement improvement plans
- Maintain reporting accuracy and operational visibility
Mandatory Requirements (Non-Negotiable)
- Hands-on experience in Employment and Education Verification is mandatory
- Minimum 18 months of experience as a Team Leader (on paper)
- Total experience of 3–6 years in BGV / KPO / Operations
- Proven track record of managing teams and meeting SLAs
- Strong understanding of US verification processes and compliance standards
- No employment gaps exceeding 3–6 months
- Willingness to work in US Shift (Night Shift)
Skills & Competencies
- Strong leadership and people management skills
- Solid understanding of employment and education verification processes
- Excellent communication and stakeholder management skills
- Strong analytical thinking and problem-solving ability
- High attention to detail and accuracy
- Ability to work in a fast-paced, target-driven environment
Technical Skills
- Proficiency in MS Excel and MIS reporting
- Familiarity with BGV tools/platforms is an advantage
- Experience handling operational dashboards and reporting
Key Performance Indicators (KPIs)
- SLA & TAT adherence
- Quality and accuracy scores
- Team productivity
- Client satisfaction
- Attrition & engagement
