Supervisor - Document Intelligence
About this job
The Supervisor - Document Intelligence role at GHX in Hyderabad involves building and leading a new Human-in-the-Loop operations team from the ground up. This team supports the Automated Document Management platform, an AI-powered document processing system that replaces legacy UiPath automation for GFax North America to handle high volumes of Purchase Orders. The supervisor is fully accountable for day-to-day operations, team performance, and field accuracy. A normal day involves managing rotational shift rosters, tracking attendance, monitoring queue capacity, conducting weekly 1-1s and quality audits, and coordinating directly with GHX Engineering and Product teams in the US to share error patterns and platform feedback.
Responsibilities
- Directly supervise 15 to 20 Document Review Specialists, managing rotational shifts, attendance, and queue capacity.
- Monitor operations SLAs, turnaround times, quality, throughput, and Average Handling Time against targets.
- Manage the complete performance cycle for direct reports including goal setting, appraisals, and coaching.
- Conduct periodical quality audits and sample-based reviews to maintain mandatory field accuracy at or above 99 percent.
- Identify AI extraction error patterns and channel structured product feedback to GHX Engineering.
- Execute escalation protocols for complex, damaged, or ambiguous document types.
- Coordinate with US Product and Engineering teams on document queue status, team capacity, and platform updates.
Requirements
- Bachelor's degree required.
- Minimum 6 years of total experience in BPO, KPO, or shared services within document processing operations.
- Minimum 2 years in a confirmed Supervisory or Team Lead role managing 10 or more staff.
- Demonstrated ownership of core operational KPIs including SLA, AHT, quality, shrinkage, absenteeism, and attrition.
- Experience running periodical quality audits and sample-based audit methodologies with documented coaching loops.
- Experience managing the full people-management cycle including rostering, leave, and shrinkage.
Good to have
- Postgraduate qualification in Operations, Business Administration, or a related field.
Who should apply
This role suits experienced operations professionals with a strong background in BPO, KPO, or shared services document processing environments. Ideal candidates will possess solid leadership experience supervising teams and managing core production KPIs such as SLA, AHT, and quality accuracy. Since this is an inaugural supervisory position building a team from zero, applicants must be comfortable with high-visibility responsibilities, performance management, and cross-functional coordination with international stakeholders. Freshers should not apply as a minimum of 6 years of total experience is strictly required.
Frequently asked questions
What is the primary location for the Supervisor - Document Intelligence role at GHX?
The role is based in Hyderabad, Telangana, India.
How many team members does the GHX Supervisor manage directly?
The Supervisor directly oversees 15 to 20 Document Review Specialists.
What level of experience is required to apply for the Supervisor - Document Intelligence position at GHX?
Candidates need a minimum of 6 years of total experience in BPO, KPO, or shared services document processing, including at least 2 years in a supervisory or team lead role.
What is the expected field accuracy managed by the GHX Supervisor?
The supervisor owns team field accuracy at or above 99 percent for mandatory Tier 1 fields.
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