Weaver FinTech Group is a leading digital financial services ecosystem connecting consumers to smarter, more flexible ways to pay, borrow, and protect what matters most. Our brands — Pay Just Now and FinChoice — empower millions of South Africans through innovative Payments, Lending, and Insurance solutions.
We’re a data-first organisation built on collaboration, innovation, and purpose: to make digital finance simpler, more inclusive, and more human.
Role Overview:
The Team Leader: Document Processing is accountable for the daily leadership, coordination, and performance delivery of a team of Document Processing Consultants. This includes overseeing document collection and validation workflows, ensuring compliance and turnaround time targets are met, and driving a culture of continuous improvement and professional development. The role demands a strong focus on coaching, quality assurance alignment, and cross-functional collaboration to ensure optimal service delivery.
Key Responsibilities:
Operational Performance & Workflow Management
- Monitor and manage daily document collection and validation volumes.
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Drive productivity against defined targets (e.g., hourly throughput, online time, contact attempts).
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Escalate workflow bottlenecks or system issues to relevant support functions.
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Ensure process adherence across all customer contact and processing touchpoints.
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Conduct daily planning of activities and resource allocation based on volume and SLA.
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Maintain visibility and accuracy of dashboards and reports reflecting real-time and historical team performance.
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Collaborate with MRU TL to ensure cross-site coordination and support during overflow periods.
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Facilitate weekly operational alignment sessions with the Operations Manager.
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Support the accurate and timely execution of daily operational tasks including wrong number management, validations, and salvage preparation.
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Maintain a flexible approach to team scheduling and coverage.
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Participate in ad hoc projects or pilots as required.
People Leadership & Performance Management
- Conduct daily huddles, check-ins, and weekly one-on-ones.
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Set KPAs and development plans for each team member.
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Address performance challenges through real-time coaching and formal performance management channels.
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Foster accountability and maintain high levels of team morale and engagement.
Quality, Compliance & Coaching Alignment
- Work closely with the Skills Coach and QA team to identify trends and action coaching interventions.
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Support quality calibration sessions to ensure alignment in feedback standards.
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Ensure consultants adhere to compliance standards, including regulatory requirements and internal policies.
Reporting & Insight Generation
- Track daily, weekly, and monthly performance metrics.
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Analyse adverse trends and implement corrective actions in partnership with leadership.
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Maintain accurate coaching and performance logs.
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Provide structured feedback to operations and process leadership.
Cross-Functional Collaboration
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Liaise with L&D, QA, Process Analysts, and IT to resolve pain points and optimise team enablement.
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Escalate customer journey issues and propose solutions.
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Participate in initiatives to improve customer experience and operational efficiencies.
Digital Channel Support & Enablement
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Support team readiness and effectiveness in handling digital communication channels (e.g., WhatsApp, chatbots, automated messaging).
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Monitor performance and quality on digital platforms, ensuring alignment with tone, compliance, and service expectations.
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Collaborate with digital operations and IT/ DevOps teams to improve digital process flows and reporting tools.
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Identify gaps in team capability or process design related to digital communication and escalate to relevant stakeholders.
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Champion a digital-first mindset within the team and promote the use of digital tools to enhance productivity
About You
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Minimum 2–3 years’ experience in a back-office or document processing environment (preferably Finchoice)
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3 years' experience in team leadership or leadership role or leadership qualification
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Strong leadership and motivational abilities.
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Effective decision-making and problem-solving skills.
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Customer-centric attitude.
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Proactive and innovative mindset.
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Excellent interpersonal and communication skills.
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Ability to work independently and within a team.
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Strong planning and organizational skills.
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Analytical with attention to detail.
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Resilient and adaptable to change.
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Self-driven growth mindset and coaching orientation
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Inspirational leadership through empathy, integrity, and accountability
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Customer obsession and professional representation
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Forward-thinking and innovation mindset
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Results delivery through effective planning and ownership
What We Offer
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The opportunity to work across two of South Africa’s most exciting fintech brands.
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A collaborative environment that encourages experimentation and growth.
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The chance to explore AI-driven design innovation as part of a forward-thinking creative team.
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Hybrid work model with autonomy and flexibility.
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Competitive compensation and benefits within a purpose-led, growth-focused organisation.
