Supervisor - Document Intelligence

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, onboarding, 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 …