Team Leader - Public Records

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 – 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