Team Lead - Verifications, US Process

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 1020 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

• Oversee verification processes including:
• Employment Verification
• Education Verification
• Address Checks
• Database Validation
• Identify process gaps and implement continuous improvement initiatives

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 36 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 36 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