Team Leader - Verifications

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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
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