- Key Responsibilities (Impact Points)
- Client Account Management: Serve as the primary, high-touch point of contact for enterprise clients, managing end-to-end account health and relationship strategy.
- Escalation & SLA Ownership: Direct client escalations, resolve delivery bottlenecks, and ensure 100% SLA adherence across pre-employment, criminal, and educational verification workflows.
- Operations & Delivery Leadership: Oversee daily background screening operations, managing workload distribution, team productivity, and delivery metrics.
- MIS & Operational Reporting: Analyze operational throughput and present daily/weekly/monthly MIS reports, TAT (Turnaround Time) metrics, and status updates directly to client stakeholders.
- Process Excellence & Compliance: Establish internal review loops and quality audits to drive accuracy, maintain data privacy standards,
and continuously optimize background screening processes.
- Desired Candidate Profile (Filter Points)
- Domain Expertise: 5+ years of core experience in Background Verification (BGV) or background screening vendor management is strongly preferred.
- Leadership Experience: Prior success as a Team Leader, Assistant Manager, or Operations Lead handling a team of 8–15 client-servicing/operations executives.
- Communication: Superior client-facing verbal and written English communication skills for managing corporate HR clients and senior executives.
- Technical Skills: Advanced proficiency in MS Excel (vLookups, Pivot tables, tracking dashboards)