Role OverviewThe Team Leader: Document Processing is accountable for the daily leadership, coordination, and performance delivery of a team of Document Processing Consultants. This includes overseeing document collection and validation workflows, ensuring compliance and turnaround time targets are met, and driving a culture of continuous improvement and professional development. The role demands a strong focus on coaching, quality assurance alignment, and cross-functional collaboration to ensure optimal service delivery.
Key ResponsibilitiesOperational Performance & Workflow Management
Monitor and manage daily document collection and validation volumes. Drive productivity against defined targets (e.g., hourly throughput, online time, contact attempts). Escalate workflow bottlenecks or system issues to relevant support functions. Ensure process adherence across all customer contact and processing touchpoints. Conduct daily planning of activities and resource allocation based on volume and SLA. Maintain visibility and accuracy of dashboards and reports reflecting real-time and historical team performance. Collaborate with MRU TL to ensure cross-site coordination and support during overflow periods. Facilitate weekly operational alignment sessions with the Operations Manager. Support the accurate and timely execution of daily operational tasks including wrong number management, validations, and salvage preparation. Maintain a flexible approach to team scheduling and coverage. Participate in ad hoc projects or pilots as required.
People Leadership & Performance Management
Conduct daily huddles, check-ins, and weekly one-on-ones. Set KPAs and development plans for each team member. Address performance challenges through real-time coaching and formal performance management channels. Foster accountability and maintain high levels of team morale and engagement.
Quality, Compliance & Coaching Alignment
Work closely with the Skills Coach and QA team to identify trends and action coaching interventions. Support quality calibration sessions to ensure alignment in feedback standards. Ensure consultants adhere to compliance standards, including regulatory requirements and internal policies.
Reporting & Insight Generation
Track daily, weekly, and monthly performance metrics. Analyse adverse trends and implement corrective actions in partnership with leadership. Maintain accurate coaching and performance logs. Provide structured feedback to operations and process leadership.
Cross-Functional Collaboration
Liaise with L&D, QA, Process Analysts, and IT to resolve pain points and optimise team enablement. Escalate customer journey issues and propose solutions. Participate in initiatives to improve customer experience and operational efficiencies.
Digital Channel Support & Enablement
Support team readiness and effectiveness in handling digital communication channels (e.g., WhatsApp, chatbots, automated messaging). Monitor performance and quality on digital platforms, ensuring alignment with tone, compliance, and service expectations. Collaborate with digital operations and IT/ DevOps teams to improve digital process flows and reporting tools. Identify gaps in team capability or process design related to digital communication and escalate to relevant stakeholders. Champion a digital-first mindset within the team and promote the use of digital tools to enhance productivity
About You
Minimum 2–3 years’ experience in a back-office or document processing environment (preferably Finchoice) 3 years' experience in team leadership or leadership role or leadership qualification Strong leadership and motivational abilities. Effective decision-making and problem-solving skills. Customer-centric attitude. Proactive and innovative mindset. Excellent interpersonal and communication skills. Ability to work independently and within a team. Strong planning and organizational skills. Analytical with attention to detail. Resilient and adaptable to change. Self-driven growth mindset and coaching orientation Inspirational leadership through empathy, integrity, and accountability Customer obsession and professional representation Forward-thinking and innovation mindset Results delivery through effective planning and ownership
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Note: Only shortlisted candidates are contacted.
