Bilingual Team Lead Operations - Zona Polanco

TL;DR

Bilingual Team Lead Operations (Background Screening): Manage performance, productivity, and professional development of a team of analysts with an accent on people management and process efficiency. Focus on monitoring KPIs, balancing workloads, conducting coaching sessions, and implementing workflow improvements to meet volume and quality targets.

Location: 100% on-site in Mexico City office (Polanco, CDMX). Must report to the office.

Company

Leading provider of mission-critical background screening solutions to Fortune 100 and Global 500 brands, undergoing technology transformation.

What you will do

• Manage direct reports (3-12 analysts): approve time records, performance management, coaching, feedback, training, and issue resolution.
• Set daily/weekly/monthly goals, monitor productivity metrics, balance workloads, and manage floor/digital workspaces to hit targets.
• Conduct 1-on-1 coaching, performance reviews, and career development planning; bridge on-site and remote team members.
• Identify workflow inefficiencies and implement strategies to streamline operations and reduce turnaround time.
• Deliver training programs to ensure team success in background verification roles.

Requirements

• Language: Fluent English (C1) and Native/Fluent Spanish (verbal and written)
• 2-3+ years directly leading/supervising teams in operations, customer service, BPO, or shared services.
• Experience leading hybrid/remote teams with digital tools; metric-driven with KPIs, SLAs, data reporting.
• Advanced MS Office (Excel for data tracking), CRM/project management tools.
• Operational discipline, critical thinking, accountability, attention to detail, adaptability in fast-paced environment.

Nice to have

• Fluent Portuguese.
• Experience compiling/analyzing business data; PowerPoint.

Culture & Benefits

• High-performance culture across on-site, hybrid, remote models.
• Global inclusive workforce emphasizing empathy, respect, integrity, fairness.
• Full-time position in professional office environment.