Team Leader - Public Records

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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