About the role
Role Overview
Team Leader II leads the end-to-end execution of Document Management operations, ensuring accurate, timely, and high-quality data transfers, configurations, and implementations while meeting SLAs and customer requirements. This role combines hands-on contribution with team leadership, backlog management, quality control, performance monitoring, and continuous improvement.
Key Responsibilities
- Lead day-to-day Document Management operations, ensuring timely and accurate completion of deliverables.
- Perform configuration and implementation tasks while maintaining strong process expertise.
- Manage quality assurance, order backlog, risks, escalations, and operational updates.
- Partner with Product, Development, and cross-functional teams to resolve issues and improve workflows.
- Coach, train, and manage team performance, including workload planning and resource allocation.
- Monitor productivity, quality, and performance metrics and prepare regular management reports.
- Drive backlog prioritization, aging reduction, process improvements, and operational efficiency.
- Ensure consistent execution within Salesforce and adherence to operational standards.
Qualifications
- Bachelor’s degree in a related field preferred; equivalent work experience accepted.
- 2+ years of Team Leader experience in customer service or operations management.
- Experience in Property Management, Payments, or Insurance is strongly preferred.
- Strong leadership, communication, organizational, and stakeholder management skills.
- Analytical and problem-solving skills with the ability to manage risks and escalations.
- Ability to work independently and collaboratively in a fast-paced environment.
- Willingness to work night shifts, support after-hours needs, and comply with on-site or hybrid work arrangements.
- Ability to handle confidential information professionally.
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