Document Management Ops Lead — Hands-On (50% Config)

Nezda Global; Metro Manila; Hybrid; PHP 600,000 - 800,000; Full time

Job summary

Nezda Global seeks a Team Leader II – Document Management to oversee daily operations while remaining hands-on with configuration and implementation tasks. You will lead performance, manage backlogs, and coordinate with US counterparts and cross-functional teams.

The role requires at least 2+ years of team leadership, strong analytical skills, and the ability to work night shifts. Hybrid onsite work arrangements are expected, with focus on process improvement and efficient service delivery.

Qualifications

• 2+ years of team leadership experience, preferably in customer service operations
• Hands-on configuration and implementation work with at least 50% individual contribution
• Strong analytical and problem-solving abilities including risk assessment and escalation
• Strong planning, organization, prioritization, and time-management skills

Responsibilities

• Lead daily Document Management operations and ensure SLAs and quality standards are met
• Perform configuration and implementation work with at least 50% individual contribution
• Conduct pre-release QA and maintain operational controls
• Manage backlogs, work queues, dependencies, and aging items
• Handle inquiries, escalations, and issue resolution
• Coordinate with US counterparts and cross-functional teams
• Identify process gaps, defects, automation opportunities, and workflow improvements
• Monitor performance trends and provide coaching, training, onboarding, and evaluations

Skills

Team leadership

Hands-on configuration and

Analytical thinking

Planning and time management

Stakeholder communication

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Job description

Nezda Global seeks a Team Leader II – Document Management to oversee daily operations while remaining hands-on with configuration and implementation tasks. You will lead performance, manage backlogs, and coordinate with US counterparts and cross-functional teams.

The role requires at least 2+ years of team leadership, strong analytical skills, and the ability to work night shifts. Hybrid onsite work arrangements are expected, with focus on process improvement and efficient service delivery.