Team Leader III

Overview

Team Leader III will lead a team responsible for the delivery of configuration and administration of Managed Services, to Institutional customers and New OneSite Advisory engagements. The Advisory team leader ensures the team stays on schedule, manages the SalesForce case intake and assignments and supervises the configuration process, ensures quality, manages customer issue resolutions, provides employee coaching/problem resolution and drives efficiencies.  The team leader creates departmental processes and procedures, trains new team members, manages team assignments and capacity, and provides data and reporting to US leadership. Collaborate with other Delivery teams to ensure Institutional customers realize the value of Managed Services.

Responsibilities

PRIMARY RESPONSIBILITIES

• Lead a team of Platform Administrators in PH and manage day to day operations to ensure all SLAs are met
• Train, mentor and provide guidance for new and existing staff members
• Collaborate across the Delivery organization in for teambuilding, educational opportunities and professional growth
• Manage capacity planning for the PH team
• Oversight of Managed Services SalesForce queues and Service Levels for Institutional Managed Services
• Ownership and collaboration with domestic Manager and Director for reporting needs, delivery and presentation of data (meeting prep)
• Create and maintain process documents and checklist to make sure that the team is following standard procedures that would eliminate errors in configuration
• Provide and establish quality control checks and balances to ensure the team meets the company’s quality standards
• Identify and determine trends and root cause and effect, to scale Managed Services
• Maintain seamless communication with the US counterparts and liaise with them on operational front regularly
• Proactively 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
• Conduct monthly coaching and annual performance reviews
• Participate in the screening and selection process related to staffing

Qualifications

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Must be a graduate of Finance or Business-related course or much possess a high degree of business acumen.
• With at least 3 years or more related work experience as a leader.
• Proven leadership abilities to lead projects and teams successfully.
• Property Management knowledge or experience preferred.
• Excellent analytical abilities to grasp the key points from complicated details and data.
• Strong organizational and time-management skills with the ability to handle multiple projects in a limited time frame.
• Excellent English, verbal and written communication skills.
• In-depth knowledge of performance metrics.
• Ability to communicate and explain complex processes and concepts.
• Proven ability to provide solid customer service.
• Familiarity with RealPage products, SharePoint and SalesForce.com a plus.
• Must be able to multi-task, work in high paced and deadline driven environment.

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.