PeopleCheck Start Date: 2010
Lisa commenced with PeopleCheck as a Research Analyst in May 2010 and was promoted to Operations Manager in July 2012. Lisa has held her current role since early 2018, where she is responsible for leading PeopleCheck and HireRight Australia’s background checking service delivery functions for Australia and New Zealand.
Our Operations team is the “engine room” of PeopleCheck and HireRight Australia where all background checks are undertaken, quality reviewed, and returned to our clients. The Operations team also supports our Customer Service Team by responding to escalated candidate queries that require an intricate understanding of the candidate case or product fulfillment that the Operations team is handling.
In her role leading the Operations team, Lisa is responsible for ensuring the timely and accurate completion of background check requests, including both public record searches and verifications. This involves the management and scheduling of key operations tasks within her team, coordinating resourcing and employing scalability methodologies as required in order to avoid delays and ensure consistency of service for our clients.
Incorporating client specific customisations in place as part of our flexible methodology is at the core of the Operations focus. As a result, Lisa’s role hinges on ensuring her team are well-practiced in understanding client requirements, fulfilment processes, product intricacies, and PRIVI procedures. Lisa is passionate about ensuring efficiencies through streamlined processes, along with empowering, knowledge sharing and up-skilling her team.
On a daily basis, Lisa and the Operations Team ensures they are: activating new requests promptly; reviewing completed candidate documentation for completeness and liaising for missing information; undertaking and reporting research for each candidate accurately; meeting strict turn-around time SLAs; and ensuring the quality of candidate reports is of the highest of standards. As an extension of Lisa’s Operations role, she also coordinates new and changing processes relating to the fulfilment of background checks, including liaising with in-country partners for international components as relevant.
During her time as a Research Analyst, Lisa was able to develop strong technical knowledge in undertaking background checks for a wide variety of clients. This technical knowledge and experience have been imperative in Lisa’s ability to assist candidates and her team with enquiries and trouble-shoot issues in her current role.
Lisa’s Bachelor of Science (Psychology) has given her a strong foundation in assisting and mentoring her team with day-to-day activities specific to PeopleCheck, including: delegation of tasks to ensure new cases are activated and candidate/client enquiries are actioned; enhancing process tools used to complete research tasks, specifically with respect to our candidate and client management system, PRIVI; and identifying gaps in processes and procedures as they arise to ensure a premier product to our clients.
Prior to PeopleCheck, Lisa worked in the retail industry which developed her high level of customer service skills. Our focus on meeting and exceeding our clients’ background checking needs is fundamental to PeopleCheck and HireRight Australia’s customer service goals and values.