ABOUT THIS ROLE
GHX is standing up a new Human-in-the-Loop (HiTL) operations team in Hyderabad to support its ADM (Automated Document Management) platform — an AI-powered document processing system replacing legacy UiPath automation for GFax North America. The platform processes over 2.2 million Purchase Orders per year and targets a 75–85% fully-automated (touchless) rate. The team handles every document the AI cannot process autonomously.
The Operations Supervisor is building this team from zero and is accountable for everything within it: throughput, field accuracy, team development, day-to-day operations management, and real-time coordination with GHX Engineering and Product teams in the United States. This is a high-visibility, inaugural role — the team's accuracy and throughput directly determine the speed and confidence with which GHX can expand the ADM platform beyond GFax North America.
KEY RESPONSIBILITIES
People
& Performance Management — 70%
- Directly supervise 15-20 Document Review Specialists; own rostering across rotational shifts, attendance tracking, and queue capacity planning against daily document volume
- Manage operations SLA – TAT, Quality, along with people metrics
- Own day-to-day operations management: shift rosters and week-offs, leave planning, planned & unplanned shrinkage, absenteeism control, and real-time reallocation of staffing to protect SLAs & operations performance metrics
- Set and communicate daily, weekly, and monthly throughput, AHT, and accuracy targets; monitor individual and team performance against SLA and productivity standards
- Participate in and present at weekly, monthly, and quarterly business reviews (WBR / MBR / QBR) — performance against KPIs, root-cause analysis of misses, and committed corrective actions
- Own the full performance cycle for direct reports, including goal setting, mid-year and annual appraisals, with documented performance ratings, development plans, and calibration against peer supervisors
- Conduct weekly 1:1s and team calibration sessions; coach on accuracy, field interpretation, and escalation judgment
- Manage performance improvement plans for specialists not meeting accuracy, AHT, or throughput standards; drive engagement and retention to control attrition
- Participate in hiring,, and training of new team members; maintain a bench and cross-skilling plan to cover leave and attrition
- Proactively escalate capacity gaps and SLA risk to GHX US management before they impact queue throughput
Quality Assurance & Continuous Improvement— 20%
- Identify patterns in AI extraction errors that indicate model weaknesses (e.g., systematic misread of specific templates); surface findings as structured product feedback to GHX Engineering
- Develop and maintain team SOPs, job aids, audit checklists, and the GHX field-standards reference guide
- Recommend tool and process improvements to reduce per-document review time (AHT) and improving accuracy
- Contribute to the ADM continuous improvement cycle by translating on-the-ground operational insight into prioritized product feedback
- Own team field accuracy at or above 99% for mandatory (Tier 1) fields; track and report accuracy, throughput, and SLA attainment in a weekly dashboard
- Conduct periodical audits of each team member's work on a defined cadence (daily sampling, weekly per-specialist audit, and monthly deep-dive) with documented findings, scores, and feedback logged per specialist
- Conduct structured quality audits — sampled review of completed documents across team members — to detect systematic errors and training gaps
- Run audit-driven coaching loops: convert audit findings into individual feedback, refresher training, and re-audit to confirm the correction held
- Maintain and execute the escalation protocol for documents that cannot be resolved by specialists (damaged images, ambiguous formatting, novel document types)
- Own the error log: categorize error types, track frequency and trend, deliver structured feedback to GHX Engineering as actionable product input
Cross-Functional Coordination — 10%
- Serve as the primary GHXI point of contact for GHX US Product and Engineering on Document Queue status, error patterns, and team capacity
- Participate in ADM platform update reviews; translate tool changes into updated team procedures and retraining plans before each release
- Deliver clear, data-backed written status updates to US stakeholders; communicate GHX US expectations and standards to the Hyderabad team
- Coordinate with GHXI local management on workspace, IT, HR, compliance, rostering, transport, and facilities matters
KEY PERFORMANCE INDICATORS OWNED BY THIS ROLE
The Supervisor is accountable for the standard operational KPI set of a production contact-center / transaction-processing environment, reported in the weekly dashboard and reviewed in WBR, and MBR, forums:
- Productivity & throughput: documents processed per specialist per hour, daily/weekly volume completed
- AHT (Average Handling Time) and average review time per document type
- SLA / TAT attainment: % of documents completed within committed turnaround; queue aging and backlog carried over
- Service level and queue wait for real-time-facing work; abandonment rate where applicable
- Quality: field-level accuracy (Tier 1 99%), audit score per specialist, critical vs. non-critical error rate, rework %, first-pass yield, FCR (First Contact / First Pass Resolution)
- Occupancy and utilization; schedule adherence and conformance
- Shrinkage — planned (leave, training, meetings, breaks) and unplanned (unscheduled absence, late logins, system downtime)
- Absenteeism — planned and unplanned — and attrition (voluntary, involuntary, and early-life attrition)
- Forecast vs. actual volume accuracy and staffing variance (required vs. rostered vs. actual)
- Escalation rate, reopen rate, and aging of escalated or exception items
- Customer-impacting measures: CSAT / internal stakeholder satisfaction, NPS where measured, and downstream EDI failure or defect leakage rate
- Cost per transaction and productivity per FTE against the operating plan
- Training and certification: nesting graduation rate, time-to-proficiency for new hires, cross-skilling coverage %
REQUIRED QUALIFICATIONS
- Bachelor's degree required; postgraduate qualification in Operations, Business Administration, or a related field preferred
- Minimum 6 years of total experience in BPO, KPO, shared services in a document processing operations
- Minimum 2 years in a confirmed Supervisory or Team lead role with accountability for 10 or more staff
- Demonstrated understanding & ownership of core operational KPIs — SLA, AHT, quality/accuracy, shrinkage, absenteeism, and attrition — in a production environment
- Experience running periodical quality audits and sample-based audit methodologies, with documented feedback and coaching loops
- Experience in owning the people-management cycle: rostering, leave and shrinkage planning, mid-year and annual appraisals, and performance improvement plans
- Experience in preparing for and presenting in weekly, monthly, and quarterly business reviews
- Strong business English — written and verbal — for regular written and video communication with stakeholders
- Comfortable building and presenting weekly operational reports (throughput, AHT, accuracy trend, error categories) in Excel or Google Sheets
- Demonstrated ability to write clear SOPs, job aids, and team process guides from scratch
- Willing and able to work rotational shifts, including US Mountain Time night rotations, on-site 5 days per week
PREFERRED QUALIFICATIONS
- Prior exposure to AI-augmented operations: annotation platforms, RLHF review queues, AI quality assurance, or document intelligence tools
- Experience coordinating with US-based counterparts across time zones on a regular basis
- Background in procurement or supply chain document processin
