About the Role
As Team Leader II – Document Management, you'll oversee day-to-day team operations while remaining hands-on with configuration and implementation work. The role requires at least 50% individual contribution to configuration and implementation tasks, alongside responsibility for team performance, quality, backlog management, escalations, reporting, and continuous improvement.
Key Responsibilities
- Lead daily Document Management operations and ensure deliverables meet SLAs and quality standards.
- Perform configuration and implementation work, with a minimum 50% individual contribution.
- Conduct pre-release quality assurance and maintain operational controls.
- Manage and prioritize backlogs, work queues, dependencies, and aging items.
- Handle internal and external inquiries, escalations, and issue resolution.
- Coordinate with US counterparts, Product, Development, and other cross-functional teams.
- Identify process gaps, system defects, automation opportunities, and workflow improvements.
- Monitor productivity, quality, handle-time, and team performance trends.
- Provide coaching, training, onboarding, evaluations, and performance management.
- Support resource planning and workload distribution.
- Prepare weekly, monthly, and quarterly performance and management reports.
- Communicate operational performance, risks, and updates to stakeholders and senior management.
- Drive execution discipline within Salesforce and support continuous operational improvement.
Must-Have Qualifications
- 2+ years of experience in team leadership, preferably in customer service operations team management or an equivalent role.
- Ability to perform hands-on configuration and implementation work, with the role requiring at least 50% individual contribution.
- Strong analytical and problem-solving abilities, including risk assessment, troubleshooting, and escalation.
- Strong planning, organization, prioritization, and time-management skills.
- Demonstrated leadership maturity and ability to make decisions and remain calm under pressure.
- Ability to work collaboratively and independently with strong follow-through.
- Willingness to work night shift and support after-hours needs when required.
- Willingness to comply with onsite and hybrid work arrangements.
- Ability to work discreetly with confidential information.
- Bachelor's degree in a related field is preferred, or equivalent work experience is required.
Good-to-Have
- Experience in Property Management, Payments, or Insurance.
- Experience with Document Management operations.
- Experience working with Salesforce.
- Experience with process improvement, workflow enhancement, or automation initiatives.
- Experience working with US-based counterparts or cross-functional stakeholders.
