It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business.

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

Team Leader - Verifications