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We are seeking a hands-on Team Lead to manage an offshore data processing team responsible for manual document handling when OCR automation fails. This role combines operational leadership, process design, performance monitoring, and direct execution support. The ideal candidate can structure workflows, track quality and backlog, communicate clearly with a U.S.-based client, and step in operationally when needed.
Team Leadership & Execution
- Lead and manage a data processing team responsible for manual data entry and document validation.
- Ensure accuracy, consistency, and timely delivery of processed data.
- Provide hands-on support during peak workload, escalations, or operational gaps.
Process Design & Optimization
- Define, document, and improve end-to-end back-office processes for OCR exception handling.
- Establish standard operating procedures (SOPs), quality controls, and productivity benchmarks.
- Respond to source document changes by making OCR template updates. Update templates for each supported document type when OCR failures occur. Conduct manual scraping for failed documents.
- Continuously optimize workflows to reduce backlog, delays, and rework.
Performance Monitoring
- Track and report on key metrics such as throughput, accuracy, backlog, turnaround time, and exceptions.
- Identify bottlenecks, risks, and performance issues, and implement corrective actions.
- Maintain visibility on workload and capacity planning.
Client Communication
- Act as the primary point of contact for the U.S.-based client.
- Clarify requirements, provide progress updates, and escalate issues when needed.
- Translate client expectations into clear operational guidance for the team.
Problem Solving & Escalation Management
- Own execution issues end-to-end, from root cause analysis to resolution.
- Provide clear direction during operational incidents or process failures.
- Ensure fast recovery and continuous improvement.
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