Team Leader: Document Processing

Kelly; Cape Town; On-site; ZAR 480,000 - 600,000; Full time

Job summary

Kelly, located in Cape Town, seeks a Team Leader for Document Processing to guide a busy team in meeting daily targets and maintaining quality. You will coach staff, manage performance metrics, and collaborate with QA and IT to remove bottlenecks.

You’ll oversee workflow, provide development opportunities, and ensure compliance across processes, with a focus on digital-channel support and continuous improvement.

Qualifications

• NQF Level 4 or higher.
• 2–3 years’ experience in a back-office, document processing, administration, contact-centre or similar environment.
• At least 1 year’s experience in a leadership, senior-agent, team-leader or mentoring capacity.
• Experience managing KPIs, productivity targets and SLAs.
• Strong verbal and written communication skills.

Responsibilities

• Lead and manage the daily performance of the document processing team.
• Monitor document collection, validation volumes, productivity and SLA targets.
• Conduct team huddles, one-on-ones, coaching and performance discussions.
• Set performance and development objectives for team members.
• Monitor quality and compliance and implement corrective actions where required.
• Track and analyse daily, weekly and monthly performance metrics.
• Maintain accurate performance, coaching and reporting records.
• Identify workflow bottlenecks and escalate system or operational issues.
• Collaborate with QA, L&D, IT and other stakeholders to resolve challenges and improve processes.
• Support digital communication channels such as WhatsApp, chatbots and automated messaging.
• Provide operational support during peak periods and participate in process-improvement initiatives.
• NQF Level 4 or higher.
• 2–3 years’ experience in a back-office, document processing, administration, contact-centre or similar environment.
• At least 1 year’s experience in a leadership, senior-agent, team-leader or mentoring capacity.
• Experience managing KPIs, productivity targets and SLAs.
• Experience in coaching and performance management.

Skills

Leadership experience

KPI management

Coaching

MS Office

Communication

Digital platforms

Education

NQF Level 4 or higher

Tools

Dashboards

Reporting tools

Quality assurance

Job description

The Team Leader: Document Processing is responsible for leading a team of Document Processing Consultants and ensuring daily operational, productivity, quality and compliance targets are achieved.

The role focuses on workflow management, coaching and performance management, quality assurance, reporting and continuous process improvement.

Key Responsibilities

• Lead and manage the daily performance of the document processing team.
• Monitor document collection, validation volumes, productivity and SLA targets.
• Conduct team huddles, one-on-ones, coaching and performance discussions.
• Set performance and development objectives for team members.
• Monitor quality and compliance and implement corrective actions where required.
• Track and analyse daily, weekly and monthly performance metrics.
• Maintain accurate performance, coaching and reporting records.
• Identify workflow bottlenecks and escalate system or operational issues.
• Collaborate with QA, L&D, IT and other stakeholders to resolve challenges and improve processes.
• Support digital communication channels such as WhatsApp, chatbots and automated messaging.
• Provide operational support during peak periods and participate in process-improvement initiatives.
• NQF Level 4 or higher.
• 2–3 years’ experience in a back-office, document processing, administration, contact-centre or similar environment.
• At least 1 year’s experience in a leadership, senior-agent, team-leader or mentoring capacity.
• Experience managing KPIs, productivity targets and SLAs.
• Experience in coaching and performance management.
• Competent in MS Office, particularly Word, Excel and Outlook.
• Strong verbal and written communication skills.
• Exposure to digital communication platforms and a digital-first environment.
• Clear credit and criminal record.

Advantageous

• Tertiary qualification in Business Administration, Operations or a related field.
• Experience with document collection, verification and validation.
• Experience with dashboards, reporting and quality assurance.

Key Attributes

• Strong accountability and ownership.
• Resilient and adaptable.
• Confident decision-maker with emotional maturity.
• Customer- and quality-focused.
• Strong coaching and people-management skills.
• Proactive, collaborative and solution-oriented.
• Digitally curious and comfortable with technology-enabled environments.