SUMMARY

The Team Leader II will lead a team responsible for the data analysis, configuration of system settings and product implementation based on the customer’s business rules. The Implementation team leader ensures the team stays on schedule, supervises the implementation process, ensures quality, manages customer issue resolutions, provides employee coaching/problem resolution and drives activations to increase revenue. The team leader creates departmental processes and procedures, trains new team members, documents and communicates product defects, manages team assignments, works with product development to test new solutions or enhancements, determines resource requirements to implement solutions and facilitates as the subject matter expert.

PRIMARY RESPONSIBILITIES

• Manage day to day operations of the team to ensure all deliverables are met.
• Well-versed on all processes covered by configuration team (includes primary and adhoc tasks).
• Perform implementation tasks and assists with activations as needed.
• Conduct quality assurance of each implementation prior to release to the customer.
• Generate weekly and monthly performance reports.
• Resolve complaints and answer questions from both internal and external customers.
• Maintain seamless communication with the US counterparts and liaise with them on operational front regularly.
• Identify and assist development with resolution and enhancements to workflow, hand-offs, or system defects.
• Communicate with management regarding the status of assignments and any obstacles encountered that may hinder the achievement of designated goals.
• Timely escalation to management of problem issues that may affect deliverables.
• Communicate with consultants to resolve complex issues with their submitted deliverables, as required.
• Train and mentor new and existing staff members of the group.
• Create and update management reports, as assigned.
• Conduct annual performance reviews.
• Participate in the screening and selection process related to staffing.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Bachelor’s degree in any related fields is required
• With at least 3 years or more related work experience as a leader.
• 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.
• Solid understanding of multifamily industry operations and marketing practices is preferred.
• Knowledge of RealPage products, platform features, integrations, and best practices 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.