Docs Processing Team Leader

About the role

The Document Processing Team Leader is responsible for leading a team of Document Processing Consultants, overseeing document collection and validation workflows, ensuring compliance and meeting turnaround time targets while fostering continuous improvement and professional development.

Key responsibilities

• Monitor and manage daily document collection and validation volumes, driving productivity against targets such as hourly throughput and contact attempts.
• Escalate workflow bottlenecks or system issues to support functions and ensure process adherence across all touchpoints.
• Plan daily activities and allocate resources based on volume and SLA, maintaining accurate dashboards and performance reports.
• Conduct daily huddles, check‑ins and weekly one‑on‑ones, set KPAs and development plans, and provide real‑time coaching.
• Collaborate with Quality Assurance and Skills Coaching teams to identify trends, conduct calibration sessions and ensure compliance with regulatory and internal standards.
• Track and analyse performance metrics, generate insights, and implement corrective actions in partnership with leadership.
• Liaise with cross‑functional teams such as L&D, QA, and Process Leadership to support operational alignment and project initiatives.

Required profile

• Proven experience leading operational teams in a fast‑paced environment.
• Strong analytical mindset with ability to interpret performance data and drive improvements.
• Excellent communication and coaching skills to develop team members and maintain high morale.
• Detail‑oriented with a focus on compliance, quality standards and regulatory requirements.
• Ability to collaborate effectively with multiple stakeholders across the organization.

Required skills