Bilingual Team Lead Operations - Zona Polanco

Bilingual Team Lead In Mexico

This is an on-site work position, and the individual will be required to report into our Mexico City office. At First Advantage, people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products.

Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness. 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.

The Operations Team Lead is responsible for the performance, productivity, and professional development of a team of analysts. The primary focus is on people management and process efficiency. This leader ensures the team meets volume and quality targets as well as general KPIs while maintaining a high-performance culture across on-site, hybrid, and remote work models.

• Individual must be Bilingual in Spanish & English (verbal and written)
• Location:
  
  Position based in our Mexico City office (Polanco, CDMX)

Responsibilities:
Role includes the management of unit direct reports (with guidance and oversight from Supervisor, 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 12 team members.

• Performance Management & Operational Oversight:
  Set clear daily, weekly, and monthly goals. Monitor productivity metrics to ensure the team hits target volumes without compromising quality. Manage the "floor" and digital work spaces. Balance workloads among analysts to prevent bottlenecks in the verification process.
• Team Development & Hybrid Leadership:
  Conduct 1-on-1 coaching sessions, performance reviews, and career development planning. Bridge the gap between on-site and remote employees, ensuring consistent communication, engagement, and accountability for all team members regardless of location.
• Process Improvement:
  Identify inefficiencies in the team's workflow and implement strategies to streamline operations and reduce Turnaround Time (TAT).
• Training:
  Provide training programs to ensure that unit members are properly trained for success in their specific roles

Requirements:
Leadership & Experience

• People Management:
  Minimum 2-3 years of experience directly leading and supervising teams. Experience in operations, customer service, BPO, or shared services is highly valued.
• Multi-Modality Management:
  Proven ability to lead teams in a hybrid or remote setup, utilizing digital collaboration tools to maintain productivity.
• Metric-Driven Mindset:
  Strong experience working with KPIs, SLAs, and data-driven performance reporting.

Language & Communication

• English:
  Fluent (C1). Professional proficiency for client interaction and internal reporting.
• Spanish:
  Native or fluent.
• Portuguese:
  Desirable, but not required.

Technical Skills

• Software:
  Advanced proficiency in Microsoft Office (specifically Excel for data tracking) and experience with CRM or Project Management tools.
• Adaptability:
  Ability to quickly learn the specific regulations and technicalities of the background screening industry.

Core Competencies

• Operational Discipline
• Engagement
• Critical Thinking
• Accountability

Working Conditions

• Location:
  
  100% on-site (Mexico City).
• Position Type:
  Full-time.
• Some experience compiling and analyzing business data Working knowledge of MS Office Suite, most notably Excel (high) and Power Point (moderate)
• Attention to detail.
• 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 & Work…