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 touchpoin...