The Team Leader II plays a critical role in driving the success of the ClickPay implementation team and is responsible for ensuring the seamless delivery of end-to-end client onboarding, from initial setup to post-implementation support. Team Leader II fosters a high-performance culture through coaching, process optimization, and innovation. This role also ensures operational excellence by implementing quality assurance frameworks, leveraging data-driven insights, and aligning team efforts with strategic business goals. A strong understanding of the multifamily industry, RealPage platform capabilities, and customer-centric decision-making is essential to succeed in this role.

• Lead, coach, and develop the team to meet and exceed performance targets.
• Monitor workload distribution, ensuring timely and accurate completion of client setups and configurations.
• Conduct regular performance reviews, provide feedback, and support career development plans.
• Oversee the full lifecycle of client onboarding—from pre-vendor setup, documentation gathering, and data validation to post-implementation support.
• Ensure all implementation milestones are met with high quality and within agreed timelines.
• Establish and maintain a standardized implementation framework to ensure consistency, compliance, and client satisfaction.
• Drive accountability across the team for each phase of the implementation process, ensuring seamless transitions and minimal client disruption.
• Identify, design, and implement process improvements to streamline workflows, reduce errors, and enhance efficiency.
• Champion automation and digital tools to reduce manual tasks and improve turnaround time.
• Establish and track key performance indicators (KPIs) to measure team productivity and quality.
• Prepare and deliver monthly reports on team and individual performance metrics, highlighting trends, achievements, and areas for improvement.
• Compile data and insights for monthly business reviews, supporting strategic decision-making and continuous improvement efforts.
• Ensure accuracy and timeliness of reporting to support transparency and accountability.
• Develop and implement QA frameworks to ensure accuracy, consistency, and compliance in all implementation activities.
• Conduct regular audits and quality checks on team outputs, providing feedback and coaching to drive continuous improvement.
• Collaborate with risk and compliance teams to ensure adherence to internal controls and regulatory requirements.
• Collaborate with internal stakeholders to ensure seamless implementation and client satisfaction.
• Represent the team in cross-departmental meetings and initiatives to align strategic goals.
• Foster a culture of continuous improvement and innovation within the team.
• Lead pilot programs and innovation aimed at enhancing client experience and internal efficiency.
• Support change management efforts by communicating updates, training team members, and gathering feedback.
• Design and deliver effective training programs tailored to team needs and evolving business requirements.
• Onboard new team members and upskill existing staff to ensure consistent performance and knowledge alignment.
• Apply a deep understanding of multifamily industry operations and marketing to guide team decisions.
• Utilize knowledge of RealPage products, platform features, integrations, and best practices to optimize implementation outcomes.
• Leverage the customer’s perspective to guide priorities and decisions that align with both client needs and organizational goals.

• Bachelor’s degree in Business Administration, Information Systems, Finance, or any related fields is required
• Experience in implementation leadership, process improvement, or client onboarding
• Strong people management and coaching skills.
• Excellent verbal and written communication skills.
• Ability to influence and collaborate across teams and levels.
• Strong analytical and problem-solving skills.
• Experience in process mapping, root cause analysis, and performance metrics.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to set priorities, develop action plans, monitor progress, and track key activities and data to ensure goal achievement.
• Proven ability to design and deliver effective training programs tailored to team needs and evolving business requirements.
• Skilled in onboarding new team members and upskilling existing staff to ensure consistent performance and knowledge alignment.
• Ability to assess training effectiveness and continuously improve learning approaches based on feedback and outcomes.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Outlook, Teams, SharePoint).
• Familiarity with CRM tools (e.g., Salesforce) and workflow automation platforms.
• Experience in driving innovation and implementing process improvements.
• Knowledge of QA methodologies and experience in building and applying quality assurance frameworks.
• Skilled in preparing and interpreting performance and business review reports to support data-driven decisions.
• Ability to leverage the customer’s perspective to guide priorities and decisions that align with both client needs and organizational goals.
• Familiarity with the payments industry, merchant onboarding, and ACH/Check21 processes.
• Solid understanding of multifamily industry operations and marketing practices is preferred.
• Knowledge of RealPage products, platform features, integrations, and best practices is a plus.
• Awareness of compliance and risk management in financial services is a plus.

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.