Team Leader III

Overview

Team Leader III oversees the full implementation lifecycle for Payments and Insurance products, ensuring accurate client setup and high-quality delivery aligned with RealPage standards. This role leads a team of specialists, providing guidance, quality control, and performance feedback to drive operational excellence and client satisfaction. Administratively, the Team Leader III manages team schedules, monitors KPIs, maintains compliance documentation, and coordinates with cross-functional stakeholders to resolve issues and improve processes. They also ensure proper onboarding, training, and resource alignment to support both team development and strategic goals.

Responsibilities

PRIMARY RESPONSIBILITIES

• Ensure successful setup of clients’ properties and accounts in alignment with RealPage Payments & Insurance guidelines and client expectations. Provide final review and approval before deployment.
• Supervise the documentation of all client communications, ensuring accuracy, completeness, and accessibility for audit and reference.
• Act as the primary quality control authority for Implementation Consultants and/or Solutions Consultants. Validate due diligence submissions to ensure compliance with risk management and vendor requirements.
• Provide timely, constructive feedback to team members through chat, email, or calls. Use coaching moments to reinforce best practices and improve team performance.
• Personally ensure clients are notified upon completion of implementation. Coordinate with onboarding and support teams for a seamless transition.
• Champion client satisfaction by ensuring timely and accurate solution delivery. Address escalations and proactively resolve issues to maintain strong client relationships.
• Maintain active communication with internal stakeholders throughout the implementation lifecycle. Facilitate collaboration across departments to support client needs.
• Ensure the Onboarding Team is informed and prepared for each client transition. Lead coordination efforts to align timelines and deliverables.
• Demonstrate deep understanding of Payments and Insurance products and their integration with other RealPage solutions. Serve as a resource for team and cross-functional partners.
• Organize and maintain all client files, ensuring completeness and compliance from initial receipt to final setup.
• Lead or assist in product and process testing as needed. Provide insights and feedback to improve implementation workflows.
• Oversee the gathering and examination of customer data. Ensure system records are accurately created and submitted for setup.
• Communicate updates, milestones, and risks to stakeholders, including senior management.

• Perform other leadership and operational duties as assigned, contributing to team development, process improvement, and strategic initiatives.

Qualifications

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Bachelor’s degree in a related field is preferred, or equivalent work experience is required.
• Preferably Team Leader with 2 years (or more) experience specializing in customer service operations team management or equivalent. Experience in Property Management, Payments and Insurance industry is strongly preferred.
• Excellent verbal and written communication skills
• Excellent customer service skills, strong interpersonal skills
• Team management; motivate and optimize the performance of team members
• Strong knowledge of case management solution such as SalesForce.
• Advance knowledge of Microsoft Office products such as MS Excel, MS Word, PowerPoint, etc.
• Prioritize multiple responsibilities and deliver on commitments, must be comfortable working in a fast-paced, dynamic team environment.
• High-level of organizational skills
• Detail-oriented and with ability to multitask
• Must be an independent starter possessing excellent time management skills and be able to manage multiple implementation activities simultaneously.
• Ability to operate with minimal guidance, must be able to exercise sound judgment and decision making in challenging situations.
• Must be strategic thinker; able to understand the “Big Picture”; able to think quickly and adeptly while solving complex problems
• Willing to work U.S. business hours Ability to multitask and work within a team environment.
• Able to quickly analyze and troubleshoot problem issues.
• Ability to work in a collaborative, flexible, team environment and meet aggressive timelines.
• Ability to recognize and escalate issues and risks to your leaders and work discreetly with confidential information.

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.