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Job Description: Team Leader – Public Records Operations (Background Verification)
Department: Operations – Public Records
Location: Remote
Work schedule: Mon to Friday (Night Shift)
Reporting To: Operations Manager
Role Overview:
The Team Leader – Public Records Operations will lead a team handling Public Records background verification processes, ensuring high-quality delivery, SLA adherence, and team productivity. The role requires strong domain expertise in US court research, public records analysis, legal documentation interpretation, and proven people management experience.
Key Responsibilities:
Team Management & Delivery
- Manage a team of Public Records associates handling US court research and criminal background screening processes
- Allocate work, monitor productivity, and ensure daily/weekly targets are achieved
- Drive adherence to SLAs, TAT, quality, and accuracy benchmarks
- Conduct regular coaching sessions, feedback discussions, and performance reviews
Public Records Operations
- Oversee research on local, state, and federal US court portals to retrieve case records
- Review and monitor analysis of court dockets and legal documentation
- Ensure accurate interpretation and classification of:
- Charge levels (felony, misdemeanor, infraction)
- Case types (criminal / civil)
- Case statuses and dispositions (convicted, dismissed, acquitted, pending, etc.)
- Ensure accurate and timely completion of background screening reports
Quality & Compliance
- Ensure compliance with client requirements, background verification guidelines, and legal regulations
- Conduct regular quality audits and drive quality improvement initiatives
- Maintain confidentiality and integrity while handling sensitive information
- Identify discrepancies and manage escalations for complex or ambiguous cases
Process Management
- Oversee end-to-end Public Records processes including:
- Court records research
- Criminal background checks
- Database searches
- Case validation and documentation
- 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 service delivery and operational efficiency
MIS & Reporting
- Track KPIs such as productivity, quality, SLA, and TAT
- Prepare and share operational and performance reports
- Analyze trends and implement corrective actions where required
Mandatory Requirements (Non-Negotiable)
- Hands-on experience in US Public Records / Background Verification is mandatory
- Minimum 18 months of experience as a Team Leader (on paper)
- Total experience of 3–6 years in BGV / KPO / Operations
- Strong understanding of US legal terminology and court documentation
- Proven experience managing teams and meeting SLAs
- No employment gaps exceeding 5–6 months
- Willingness to work in US Shift (Night Shift)
Skills & Competencies
- Strong understanding of US court websites and public record systems
- Strong leadership and people management skills
- Excellent analytical and interpretation abilities
- High attention to detail and accuracy
- Strong communication and stakeholder management skills
- 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
- Strong data handling and reporting skills
Key Performance Indicators (KPIs)
- SLA & TAT adherence
- Quality and accuracy scores
- Team productivity
- Escalation management
- Client satisfaction
- Team engagement and retention
