Team Leader – Operations
Position: Team Leader – Operations
Department: Operations
Location: Noida
Reporting To: Operations Manager / Senior Manager – Operations
Role Overview
We are looking for a dynamic and result-oriented Team Leader – Operations to oversee daily verification operations, drive team performance, and ensure delivery excellence across all background verification processes. The role requires strong people management, operational oversight, stakeholder coordination, and a continuous improvement mindset to ensure timely and high-quality service delivery.
The ideal candidate should possess strong leadership capabilities, process orientation, and the ability to manage a high-performing team in a fast-paced environment.
Key ResponsibilitiesTeam Management & Leadership
- Lead, mentor, and manage a team of Verification Executives and Senior Verification Executives.
- Monitor individual and team performance against defined KPIs and SLAs.
- Conduct regular performance reviews, coaching sessions, and feedback discussions.
- Identify training needs and facilitate skill development initiatives.
- Foster a culture of accountability, collaboration, and continuous improvement.
Operational Excellence
- Manage day-to-day verification operations across Education, Employment, Address, Identity, Court Record, Reference, and other verification services.
- Ensure timely completion of cases while maintaining quality standards and client commitments.
- Monitor workload allocation and resource utilization to maximize productivity.
- Drive adherence to operational processes, policies, and service standards.
- Handle operational escalations and ensure timely resolution.
Quality & Compliance
- Ensure verification activities comply with internal quality benchmarks and regulatory requirements.
- Conduct regular audits and quality checks to maintain operational accuracy.
- Identify process gaps and implement corrective and preventive actions.
- Ensure adherence to data privacy and information security standards.
Stakeholder Management
- Coordinate with Client Success, Sales, Product, Technology, and Quality teams to ensure seamless service delivery.
- Act as the first point of escalation for client-related operational concerns.
- Maintain effective communication with internal and external stakeholders regarding case status and operational updates.
Reporting & Performance Monitoring
- Track and analyze operational metrics, including:
- Turnaround Time (TAT)
- SLA Adherence
- Quality Scores
- Productivity Metrics
- Escalation Trends
- Team Utilization
- Prepare daily, weekly, and monthly performance reports for management review.
- Present actionable insights and recommendations for operational improvements.
Process Improvement & Automation
- Identify opportunities to improve workflows, reduce turnaround time, and enhance customer experience.
- Support automation and digital transformation initiatives within operations.
- Collaborate with Product and Technology teams for process enhancements and system improvements.
Qualifications
- Bachelor’s Degree in Business Administration, Human Resources, Operations, or a related field.
- Master’s Degree preferred.
- 4–7 years of experience in Operations, Background Verification, Shared Services, Compliance Operations, or Process Management.
- Minimum 1–2 years of experience in team handling or supervisory roles.
Required Skills & Competencies
- Strong people management and leadership skills.
- Excellent communication and stakeholder management abilities.
- Strong analytical and problem-solving mindset.
- Ability to manage high-volume operations while maintaining quality standards.
- Advanced proficiency in Microsoft Excel and operational reporting.
- Understanding of Background Verification (BGV) processes will be an added advantage.
- Strong organizational and multitasking capabilities.
- Customer-centric approach with attention to detail.
Experience:
- Operations, Background Verification, Shared Services: 7 years (Preferred)
Work Location: In person
