EA US PR - Team Leader

Sterling Information Resources (i); Bengaluru; On-site; INR 900,000 - 1,400,000; Full time

Job summary

First Advantage is seeking a senior operations professional to lead day-to-day back-office verification processes in Bengaluru. You will drive SLAs, monitor performance, and coordinate with quality, training, and client services to ensure accuracy and timely delivery.

The role emphasizes developing teams, coaching performance, and implementing process improvements while upholding data privacy and regulatory compliance.

Qualifications

• Strong operational leadership with ability to manage high-volume back-office processes.
• Excellent written and verbal communication skills for internal stakeholders and clients.
• Analytical capability to interpret SLA/TAT, backlog, quality metrics to drive improvements.

Responsibilities

• Lead day-to-day back-office operations for background verification ensuring SLAs and turnaround times.
• Manage work allocation, queue balancing, and resource planning for timely screenings.
• Monitor performance via dashboards, track metrics, and take corrective actions to address risks and backlog.
• Handle escalations, perform root cause analysis, and coordinate with internal teams for resolution.

Skills

Operational leadership

Analytical capability

Stakeholder management

Communication skills

Education

Graduates preferred

Tools

Excel

PowerPoint

Job description

We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage - our team members.

Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

About First Advantage

First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by proprietary technology and AI, First Advantage s platforms, data, and APIs power comprehensive employment background screening, identity solutions, and verification services.

Headquartered in Atlanta, GA, we have an internationally distributed workforce of about 10,000 employees spanning 17 countries. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to modernize their hiring and onboarding processes on a global scale.

What Youll Do

• The objective of this role is for the associate to offer seamless support with regards to their account and provide effective resolution to queries by collaborating with different teams within FADV.

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 as applicable.
• 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 as deemed necessary.
• 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 and relationships by communicating operational updates, risks, mitigation plans, and performance insights in a clear, timely, and professional manner.

What You Will Need to be Successful

• 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.

Qualifications

• Graduates preferred

What You May Need to be Successful

• Ability to work effectively under pressure and manage multiple priorities in a high-volume, turnaround-driven environment.
• Strong stakeholder management skills with the ability to influence outcomes across operations, quality, training, and client-facing teams.
• Success in this role will typically be measured through SLA/TAT adherence, quality performance, productivity, people development, escalation management, and continuous improvement impact.

Why Join Us at First Advantage At First Advantage

Why Join Us at First Advantage At First Advantage, team members are united around a noble purpose: helping organizations to safeguard their workplaces and manage risk. The company s culture is shaped by its core values - Authenticity, Curiosity, Integrity, Teamwork, Customer-Inspired - empowering team members to bring their best ideas forward, collaborate across departments, and make a real impact.

First Advantage offers a variety of culture programs and benefits designed to enhance employee experience and development.

• Employee Impact Groups
• FA Cares volunteer opportunities
• Mentorship Advantage Program
• SOAR, award-winning manager development program

Equal Employment Opportunities at First Advantage

First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, 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.