Team Leader 2

Overview

The Team Leader II coordinates and oversees daily work activities for an assigned team to ensure operational objectives are achieved. This role monitors workload, quality, and service levels, and supports process consistency through established procedures and controls. The position provides day-to-day guidance, resolves escalated operational issues within defined authority, and partners with internal stakeholders to address service or workflow needs. The Team Leader II contributes to team performance through coaching, work assignment, and continuous monitoring of results. This role is expected to balance execution, issue resolution, and adherence to company standards.  

Responsibilities

• Coordinate daily team activities and assign work to support timely completion of operational objectives and service commitments.  
• Monitor team productivity, quality, and adherence to established procedures, standards, and service level expectations.  
• Review work output and operational results to identify variances, address issues, and implement corrective actions within defined authority.  
• Provide day-to-day guidance, training, and feedback to team members to support performance, consistency, and procedural compliance.  
• Serve as an escalation point for routine to moderately complex operational issues, customer concerns, or workflow exceptions requiring team lead intervention.  
• Maintain accurate operational records, reporting, and documentation to support performance tracking, audit readiness, and management review.  
• Partner with internal stakeholders to coordinate workflow needs, communicate status, and resolve process-related issues affecting service delivery.  
• Identify process improvement opportunities and support implementation of changes that improve efficiency, quality, accuracy, or risk control.  
• Ensure compliance with applicable company policies, internal controls, and functional procedures in day-to-day team operations.  
• Support management in workforce planning activities such as scheduling, workload balancing, and coverage for business needs.   

ADDITIONAL RESPONSIBILITIES 

• Serve as a specialist-level, tactical AI operator for PAM, driving the implementation and adoption of the Company’s AI programs, projects, and initiatives.

• Collaborate with AI champions and implementors to translate AI strategies and solutions into practical PAM use cases and workflows.

• Drive responsible AI adoption and continuous improvement by identifying opportunities, supporting implementation, and promoting compliance with Company AI policies and standards. 

Qualifications

  

Required: 

• High school diploma or equivalent required; associate’s degree or bachelor’s degree preferred if applicable to the function.  

• Typically requires 4+ years of relevant work experience, including demonstrated experience coordinating work or providing day-to-day direction in an operational or functional team environment.  

• Travel: Minimal travel may be required based on business need.   

KNOWLEDGE/SKILLS/ABILITIES  

Required: 

• Intermediate Skills required:

  • AI Fluency 
  • Prompt Engineering  
  • Responsible AI & Safe Use 
  • AI Output Judgment & Accountability 
  • Critical Thinking 
  • Learning Agility
  • Change Facilitation 
  • AI Quality Stewardship 
• Data-Driven Team Oversight
• Working knowledge of functional processes, procedures, and performance standards applicable to the assigned area.  
• Ability to organize, prioritize, and coordinate team workloads in a deadline-driven environment.  
• Ability to interpret policies, procedures, and standard operating guidelines and apply them consistently.  
• Effective verbal and written communication skills with the ability to communicate clearly across team members and internal stakeholders.  
• Ability to identify operational issues, evaluate options, and resolve routine to moderately complex problems within established guidelines.  
• Skill in monitoring performance metrics, work quality, and service levels to support team effectiveness.  
• Ability to provide coaching, instruction, and constructive feedback to support employee performance and development.   
• Proficiency in relevant business systems, reporting tools, and standard office software required for the function.  
• Strong attention to detail and ability to maintain accurate records, documentation, and reporting.  
• Ability to work independently within defined authority and escalate issues appropriately when needed.  

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.