Operations Team Lead

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.