[Hiring] Team Leader - Public Records @Cisive

Role Description

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

Qualifications

• 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