Team Leader II

Overview

Team Leader II is accountable for the end-to-end execution of Document Management operations for RealPage solutions, ensuring accuracy, timeliness, and quality of data transfers, configurations, and implementations while meeting SLAs and customer requirements. This role drives operational control and continuous improvement by managing backlog health, conducting quality assurance, monitoring performance metrics, and collaborating with Product and cross-functional teams to resolve defects and enhance workflows, while directly contributing at least 50% of configuration and implementation tasks. Additionally, the leader manages team performance and administration, providing coaching, handling escalations, and aligning with stakeholders to ensure consistent productivity, quality, and successful activations.

Responsibilities

• Lead and manage day-to-day operations of the Document Management team, ensuring accurate, timely completion of data transfers, configurations, and all deliverables in line with SLAs.
• Perform and contribute significantly to implementation and configuration tasks (minimum 50% individual contribution), while maintaining deep expertise across all team processes, including ad hoc work.
• Ensure quality and operational control by conducting pre-release quality assurance, managing order backlog, monitoring progress, and providing regular updates on order status and risks.
• Serve as the primary point of contact for issue resolution, handling internal and external inquiries, managing escalations, and maintaining strong coordination with US counterparts and cross-functional teams.
• Identify process gaps, system defects, and improvement opportunities, and partner with Product/Development teams to implement workflow enhancements and solutions.
• Communicate performance, risks, and operational updates to stakeholders and senior management, ensuring transparency and alignment on goals and deliverables.
• Develop team capability by providing coaching, training, and performance management, including hiring support, onboarding, evaluations, and disciplinary actions as needed.
• Drive team performance through effective resource planning, workload distribution, and reporting, including preparation of weekly, monthly, and quarterly performance and management reports.
• Foster collaboration and engagement within the team and across departments to support operational efficiency and successful implementation outcomes.
• Ensure execution discipline within Salesforce, driving productivity targets, quality standards, and appropriate handle-time management while monitoring individual and team-level performance trends.
• Own backlog management and prioritization, regularly grooming work queues, driving aging reduction, coordinating dependencies, and aligning priorities with internal partners and stakeholders.
• Oversee reporting and performance insights, ensuring timely preparation and delivery consulting and configuration trend analysis, and executive-ready updates as requested.
• Drive continuous improvement initiatives, identifying process gaps, automation opportunities, and efficiency gains within and beyond the Custom Packets function to reduce risk and cycle time.
• Lead training, onboarding, and knowledge development for new hires and existing team members, ensuring product readiness, process consistency, and sustained operational excellence.

• Perform additional leadership responsibilities as required, in alignment with evolving business and operational needs.

Qualifications

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Bachelor’s degree in a related field is preferred, or equivalent work experience is required.
• Preferably Team Leader with 2 years (or more) experience specializing in customer service operations team management or equivalent. Experience in Property Management, Payments and Insurance industry is strongly preferred.
• Strong verbal and written communication skills to effectively lead teams and engage cross‑functional stakeholders.
• High attention to detail with proven organizational and prioritization capabilities in a fast‑paced environment.
• Strong planning, time management, and execution skills to meet aggressive deadlines and operational targets.
• Demonstrated leadership maturity with the ability to lead calmly under pressure, take initiative, and drive decisions.
• Analytical and problem‑solving skills to assess risks, troubleshoot issues, and determine appropriate escalation paths.
• Ability to work collaboratively while also operating independently with strong follow‑through on commitments.
• Willingness to work night shift, support after‑hours needs as required, and comply with on‑site and hybrid work arrangements.
• Ability to work discreetly with confidential information.

Physical Demands and Working Conditions

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.