Team Lead, Public Records

DISA Global Solutions is an industry-leading safety and compliance solutions provider with customers across the Globe since 1986 and more than 1,200+ Team members across more than 30 locations. When you join the DISA Team, you join an industry leader that more than 30% of fortune 500 companies use. With a rich history of IT innovation, we have more than 55,000 customers and complete more than 10 million orders each year. 

DISA is proud to be a “Top Workplaces” award winner across multiple locations in 2023. We offer competitive pay, a robust benefits package, and an exciting place to work. We have a collaborative and team-oriented culture with numerous opportunities for career advancement. We host monthly appreciation events, and our internal learning and development team provides the resources for employees to engage in continuing education and training. 

The Public Records Team Lead is expected to establish and maintain all Research Team roles that fall within their defines workflow, have extensive knowledge of our platforms and systems, information resources and industry compliance requirements. Daily Monitoring of production including streamlining workflow and ensure teams are meeting expected targets associated with throughput, productivity, aging of inventory, and quality across assigned platforms. Complete understanding of the roles within their oversight group and functions to fulfill all services assigned. Ensure efficient operations and unparalleled service delivery to clients, including updating skills, revising, and adding services, revising, and adding procedures and processes, professional development training, and coaching for the Research Team they support. Ensure sufficient training, skills updating, documentation and process understanding sharing, data source, vendor detail, and service understanding related to migrating services between platforms with regards to platform migration. This includes tracking of service units fulfilled, performance metrics associated with fulfillment, and estimated transactional productivity and labor costs associated while working across business units to take on work from other divisions or send work to additional fulfillment centers. Consistently identifies relevant information to ensure timely completion of searches and generates creative solutions to resolve inhibiting factors. Address significant client service issues in collaboration with customer facing support teams. Consistently meets Research-related compliance requirements for addressing consumer disputes. Management and allocation of work levels creating or improving workflows. Prepare and maintain organizational capability to respond to customers shifting expectations building a learning organization focused on continuous process improvement Disseminate needed information to team members to ensure they are properly trained and aware of information pertaining to their role. Work with Operations Leadership to assess opportunities to streamline processes to improve service levels. This includes the introduction of new services and development or update of operational guidance documentation related to any new service or fulfillment update. Ensure all fulfillment adheres to company defined compliance guidelines and assist with identification and analysis of potential new compliance threats for the company or its clients. Manages consumer dispute process through Compliance and Operations Leadership to research potential records disputes and detail information required to respond to internal and external inquiries. Tracking of quality measures of QA Analysists to denote potential areas of concern and opportunity for additional training or corrective action. Oversight of daily work in process (WIP) and pending inventory outlier review ensure aging of inventory is within acceptable levels and addresses situations where inventory is aging or increasing for specific services or specific jurisdictions within specific services is identified, Ops leadership is made aware, and plans are put in place to address and correct. Enforce Metrics developed to ensure that work is completed both accurately and efficiently. Associates degree or equivalent. Minimum of 5 years experience in Operations in roles with progressive levels of responsibility within a Consumer Reporting Agency (CRA) or equivalent experience within law enforcement, investigative services, legal, security, or intelligence services. Understanding of criminal court records and case outcomes/dispositions preferred. Understanding of Public Records preferred. Understanding of FCRA rules and regulations or certification within 3 months of adopting new role. Proven ability to define problems, collect data, establish facts, and draw valid conclusions, and develop recommendations for solutions. High level of competency in MS Excel, Word, and Outlook Applications. Strict attendance for scheduled work shifts is an essential function of the job along with the ability to flex OT as needed with little to no notice to address inventory levels within production.

DISA Global Solutions is an equal opportunity employer committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, caste, gender, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, marital status, or any other legally protected status. Any questions, please contact our DISA Recruiting Team (Careers-India <[email protected]>)