Team Leader: Document Processing (Finchoice) DOC-TL-002

Role Overview

• The 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 Responsibilities

Operational 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