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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