Payment Operations Process Lead

RealPage•Richardson, TX

About The Position

SUMMARY The Process Lead will be responsible for the performance of work related to lockbox processing and rent roll management. This position will have an expert understanding of lockbox and rent roll processes under their purview to direct, support, remediate, and escalate the work done by offshore operations teams. They ensure the offshore Payments and Insurance Team can achieve stated KPIs and SLAs. They act as the primary escalation point for remediating issues and analyzing root-causes. They develop and implement recommendations for process improvement, enhancements to efficiency and team development. Responsibilities PRIMARY RESPONSIBILITIES Operational Support & Escalation Serve as the primary resolver for complex, ambiguous, or high‑risk cases requiring interpretation beyond written SOPs. Use independent judgment to determine when deviations from standard procedures are appropriate and document the rationale. Provide business context, operational guidance, and policy interpretation to offshore teams to support sound decision-making. Investigate escalations that have potential financial, compliance, or client impact and determine remediation steps on behalf of management, knowing when to escalate and inform stakeholders and partners. Continuous Improvement & Strategy Translate product, policy, or tool changes into operational requirements and oversee implementation across offshore teams. Lead the identification of bottlenecks, workflow inefficiencies, and systemic issues, recommending strategic improvements. Advocate for automation or tooling enhancements by documenting business requirements. Evaluate upstream and downstream impact of changes to ensure payment workflows remain compliant and efficient. Knowledge Management & Training Own all process documentation, decision trees, troubleshooting guides, and FAQs. Lead training for offshore partners when new processes or updates are introduced. Conduct gap analyses based on error data and implement targeted training plans. Customer Connection: Help the team understand how their processes connect to the customer experience and life cycle of a payment. Process Performance Monitoring Define and maintain SLAs, KPIs, accuracy targets, and quality standards. Lead Weekly/Monthly Business Reviews with offshore leadership to assess process health. Require and evaluate root cause analyses (RCAs) for SLA misses or quality defects. Develop corrective actions to address underlying causes. Process Governance & Quality Assurance Own creation, updates, interpretation, and governance of SOPs and process maps. Conduct calibration and quality reviews with offshore Quality Analysts and leadership. Establish clear criteria defining which scenarios offshore teams can resolve independently and which require escalation. Understand regulatory, network, and internal security requirements and monitor compliance within the assigned scope of ownership. Escalate potential fraud, financial risk, or compliance concerns to management promptly.

Requirements

Bachelor of Degree or work equivalent in a technical or analytical role
Proficiency with Microsoft Office Suite
5+ years of experience in operations
Basic to intermediate knowledge of MS Office Suite (Word, Excel, PowerPoint, Outlook)
Ability to work after regular business hours as needed to guarantee deliverables are met
Proficient in oral and written communication
Decision making, time management and organizational skills
Ability to hit deadlines
Reliable and dependable
Ability to adapt to change
Problem solving skills
Excellent analytical and collaborative skills
Ability to work independently and update management on progress
Ability to distill complex topics and communicate in a simple and coherent manner with a consultative approach
Excellent organization, troubleshooting, and communication skills
Ability to conduct root cause analysis and provide actionable and high-value solutions to reported incidents with a combination of data analytics, business acumen, technical expertise, product features, and sound judgment
Ability to manage multiple priorities and deadlines under pressure, work with limited direction and documentation, and thrive with uncertainty
Strong commitment to customer satisfaction
Experience in creating and maintaining KPIs and metrics
Experience in conflict management and client escalations

Nice To Haves

Proven ability to coach, mentor and train colleagues or direct reports as service professionals
Strong knowledge of RealPage products and processes
Prior technical customer service experience in the software industry of 5 years or more
Experience with Salesforce, SharePoint, and MS Teams

Responsibilities

Operational Support & Escalation Serve as the primary resolver for complex, ambiguous, or high‑risk cases requiring interpretation beyond written SOPs.
Use independent judgment to determine when deviations from standard procedures are appropriate and document the rationale.
Provide business context, operational guidance, and policy interpretation to offshore teams to support sound decision-making.
Investigate escalations that have potential financial, compliance, or client impact and determine remediation steps on behalf of management, knowing when to escalate and inform stakeholders and partners.
Continuous Improvement & Strategy Translate product, policy, or tool changes into operational requirements and oversee implementation across offshore teams.
Lead the identification of bottlenecks, workflow inefficiencies, and systemic issues, recommending strategic improvements.
Advocate for automation or tooling enhancements by documenting business requirements.
Evaluate upstream and downstream impact of changes to ensure payment workflows remain compliant and efficient.
Knowledge Management & Training Own all process documentation, decision trees, troubleshooting guides, and FAQs.
Lead training for offshore partners when new processes or updates are introduced.
Conduct gap analyses based on error data and implement targeted training plans.
Customer Connection: Help the team understand how their processes connect to the customer experience and life cycle of a payment.
Process Performance Monitoring Define and maintain SLAs, KPIs, accuracy targets, and quality standards.
Lead Weekly/Monthly Business Reviews with offshore leadership to assess process health.
Require and evaluate root cause analyses (RCAs) for SLA misses or quality defects.
Develop corrective actions to address underlying causes.
Process Governance & Quality Assurance Own creation, updates, interpretation, and governance of SOPs and process maps.
Conduct calibration and quality reviews with offshore Quality Analysts and leadership.
Establish clear criteria defining which scenarios offshore teams can resolve independently and which require escalation.
Understand regulatory, network, and internal security requirements and monitor compliance within the assigned scope of ownership.
Escalate potential fraud, financial risk, or compliance concerns to management promptly.