EA US PR - Team Leader

LM Wind Power / GE; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

First Advantage is seeking a proactive operations professional to support accounts and resolve queries by coordinating with cross-functional teams. The role focuses on running day-to-day back-office verification processes and ensuring timely delivery.

You will monitor performance dashboards, manage escalations, coach team members, and uphold data privacy and compliance while aligning with client requirements. US shift flexibility is required.

Qualifications

• Graduates preferred with strong leadership in high-volume back-office ops.
• Ability to manage SLA/TAT, backlog, and quality.
• Excellent written and verbal communication with stakeholders.
• Proficiency in MS Office for reporting (Excel/PowerPoint).
• Willingness to work US shifts.

Responsibilities

• Lead day-to-day back-office operations for background verification processes, ensuring delivery against committed service levels, turnaround times, productivity, and quality standards across verification queues.
• Manage work allocation, queue balancing, and resource planning to ensure timely completion of screening components.
• Monitor daily operational performance through dashboards and reports, track SLA/TAT adherence, ageing, pendency, rework, and throughput, and take timely corrective actions to address risks and backlog.
• Handle customer and client escalations with urgency, conduct root cause analysis, provide clear status updates, and partner with internal teams to drive effective resolution.
• Lead, coach, and develop team members through regular performance reviews, feedback, floor support, and structured action plans to improve productivity, quality, and process compliance.
• Support hiring, onboarding, and training of new associates; track nesting and trainee performance to ensure readiness for production and adherence to process standards.
• Ensure strict compliance with company policies, client requirements, data privacy, information security, and background screening regulations while maintaining high standards of accuracy and confidentiality.
• Collaborate effectively with quality, training, client services, product, technology, and support teams to resolve process gaps, clarify instructions, and improve end‑to‑end operational outcomes.
• Partner in continuous improvement initiatives through process reviews, defect analysis, and automation or standardization opportunities to improve accuracy, efficiency, and client experience.
• Build strong stakeholder relationships by communicating operational updates, risks, mitigation plans, and performance insights in a clear, timely, and professional manner.

Skills

Operational leadership

Analytical skills

Communication skills

Team coaching

Stakeholder management

US shift readiness

Education

Graduates preferred

Tools

Excel

PowerPoint

Job description

About First Advantage

First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Leveraging proprietary technology and AI, we power comprehensive employment background screening, identity solutions, and verification services for organizations worldwide.

What You’ll Do

The objective of this role is to offer seamless support to our accounts and provide effective resolution to queries by collaborating with cross‑functional teams.

Responsibilities

• Lead day‑to‑day back‑office operations for background verification processes, ensuring delivery against committed service levels, turnaround times, productivity, and quality standards across verification queues.
• Manage work allocation, queue balancing, and resource planning to ensure timely completion of screening components.
• Monitor daily operational performance through dashboards and reports, track SLA/TAT adherence, ageing, pendency, rework, and throughput, and take timely corrective actions to address risks and backlog.
• Handle customer and client escalations with urgency, conduct root cause analysis, provide clear status updates, and partner with internal teams to drive effective resolution and prevent recurrence.
• Lead, coach, and develop team members through regular performance reviews, feedback, floor support, and structured action plans to improve productivity, quality, and process compliance.
• Support hiring, onboarding, and training of new associates; track nesting and trainee performance to ensure readiness for production and adherence to process standards.
• Ensure strict compliance with company policies, client requirements, data privacy, information security, and background screening regulations while maintaining high standards of accuracy and confidentiality.
• Collaborate effectively with quality, training, client services, product, technology, and support teams to resolve process gaps, clarify instructions, and improve end‑to‑end operational outcomes.
• Partner in continuous improvement initiatives through process reviews, defect analysis, and automation or standardization opportunities to improve accuracy, efficiency, and client experience.
• Build strong stakeholder relationships by communicating operational updates, risks, mitigation plans, and performance insights in a clear, timely, and professional manner.

Qualifications

• Graduates preferred; strong operational leadership with the ability to manage high‑volume, deadline‑driven back‑office processes while balancing productivity, accuracy, and customer experience.
• Sound judgment and decision‑making skills, with the ability to prioritize critical cases, assess operational risk, and take timely actions in a fast‑paced environment.
• Strong analytical capability with experience interpreting operational metrics such as SLA, TAT, ageing, productivity, quality, and backlog to drive performance improvements.
• Excellent written and verbal communication skills, with the ability to manage internal stakeholders, respond to escalations, and communicate clearly with clients and cross‑functional teams.
• Good understanding of service delivery and back‑office operations, preferably in background verification, shared services, BPO, KPO, risk operations, or similar process‑driven environments.
• Proficiency in Microsoft Office applications, especially Excel and PowerPoint, for reporting, trend analysis, workflow tracking, and presentation of business insights.
• Ability to coach and develop teams, create accountability, and drive sustained improvements in quality, compliance, and productivity through structured performance management.
• Flexibility to work in US shifts and adapt to changing business priorities, volume spikes, client requirements, and turnaround commitments.

Why Join Us

At First Advantage, teamwork and customer‑inspired values drive innovation and impact. We offer competitive benefits, professional development programs, paid time off, and opportunities to volunteer, helping you grow while making a meaningful difference.

Equal Employment Opportunity

First Advantage is an equal opportunity employer committed to a workplace free from unlawful discrimination, harassment, and retaliation. Employment decisions are based solely on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, national origin, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.