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 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

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 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