Bilingual Team Lead, Public Records - Colombia Remote

About The Role:

With direction from the Manager, Operations, the Team Lead, Public Records will assign and oversee fulfillment team unit workload and projects, while also reporting out observed opportunities for improving the quality and speed of public records processes/workflows.  The Team Lead will ensure that the unit, including Senior Operations Specialists and Operations Specialists, carry out an in-depth compliance analysis and online research on criminal records adhering to deadlines.  The Team Lead will ensure that all work is completed in accordance with the established FA policies, procedures and standards. The Team Lead will develop, implement and review process improvement initiatives along with specific departmental and individual goals and objectives which will cascade from senior executive leadership goals. This role requires a moderate level of operations sophistication.  Tracking and reporting of daily accountabilities and KPIs will be a key responsibility.

The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction.

Essential Duties & Responsibilities

• Day to day production and fulfillment: Management of unit performance targets & goals; guide unit personnel towards performance in accordance with the clearly defined business expectations and individual goals.
• Personnel management: Manage and drive the assigned unit day to day; lead unit employee engagement efforts; forms volume projections towards appropriate head count.
• Client Relationship management: Host and participate in performance related meetings; aid leadership with management and client relationships (both internal and external); prepare regular update reports to Manager, Operations as requested.
• Training: Provide training programs to ensure that unit members are properly trained for success in their specific roles.

Requirements

• Individual must be Bilingual in Spanish & English (verbal and written)
• Education: High School diploma or equivalent required, with 5+ years of progressive work experience; Associate’s degree or Bachelor’s degree preferred, with 3+ years of progressive work experience.
• Experience: 3 years of operations and/or public records experience or equivalent; good presentation and organizational skills; 

Other Knowledge, Skills, Abilities, or Certifications:

• Basic understanding of operations production and workflow management
• Strong communication skills (presentation, written, verbal)  
• Some experience compiling and analyzing business data
• Working knowledge of MS Office Suite, most notably Excel (high) and Power Point (moderate)
• Attention to detail and observable decision-making skills
• Results-driven and reliable
• Willingness to serve as a unit mentor and passion for customer service
• Desire to work on baseline supervisory skills
• Adaptable/flexible; able to manage competing demands and changing priorities in a fast-paced environment; able to perform multiple tasks simultaneously, accept and handle regular interruptions and manage/meet tight deadlines

Physical Requirements:

• This role is largely a sedentary in nature and involves sitting for long periods of time. The role requires the ability to hear and talk as well as to see data and adjust visual focus for computer and paper tasks, read, type, lift and/or carry equipment and files up to 20 pounds, walk, bend or stand as necessary.

Supervisory Requirements:

• Role includes the management of unit direct reports (with guidance and oversight from Manager, Operations) including approving time records, performance management, team member development, providing coaching and feedback, training, and resolving complaints/issues. Number of direct reports generally includes 3 to 10 team members.

Working Environment:

• This role routinely uses standard office equipment such as computers, keyboards, phones, photocopiers, scanners, calculators, filing cabinets and fax machines. 100% remote/telecommute

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job.  They are not intended to be an exhaustive list of all duties, responsibilities and requirements.

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.