Group Lead Operations

ameriprise; Gurugram District; On-site; INR 600,000 - 780,000; Full time

Job summary

Ameriprise India LLP is seeking a driven professional to lead a contact center team, resolving advisor and client queries with high-quality service. The role emphasizes in-office collaboration, coaching, and process improvements to enhance customer outcomes.

The candidate should hold a Bachelor's degree (Master's preferred) with experience in a client-service environment, and the team operates in a full-time, in-office setting across multiple shifts.

Qualifications

• Bachelor's degree or equivalent.
• Master's degree preferred.
• Experience in contact center or client services is desirable.

Responsibilities

• Lead a team of contact center resources and ensure service level adherence.
• Coach performance of phone agents and share feedback.
• Collaborate with HR and leaders on career progression and development plans.
• Provide leadership guidance and motivate team members through coaching and mentoring.
• Conduct quality reviews of calls and ensure proper documentation and validation.
• Participate in process improvements and projects as subject matter experts.

Skills

Team leadership

Customer service coaching

Stakeholder communication

Education

Bachelor's degree

Master's degree

Job description

About Our Company

Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 20 years. We are part of Ameriprise Financial Inc., a US financial planning company headquartered in Minneapolis with a global presence and diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. The firm's focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection.

Be part of an inclusive, collaborative culture that rewards you for your contributions, and work with other talented individuals who share your passion for doing great work. You'll also have plenty of opportunities to make your mark at the office and a difference in your community. So, if you're talented, driven and want to work for a strong, ethical company that cares, take the next step and create a career at Ameriprise India LLP.

Job Description

Provide world-class, specialized phone service to high-priority advisors, clients, or other relationship partners to innovatively and successfully resolve customer-initiated service issues. Respond to more complex issues (which may be related to basic investment products, general securities products, or insurance products) escalated from service teams, and take a lead role in communicating resolution status updates to appropriate parties. Proactively initiate customer contact to ensure the highest possible quality of customer service.

Key Responsibilities

• Responsible to lead a team of contact center resources and ensure effective service level adherence through timely and accurate resolution of advisor and client queries on a daily basis
• Coach phone agent performance via e-mail, phone, and face to face interactions regarding policies and procedures, system knowledge & customer service skills. Be responsible for field questions/escalations with in-bound calls and facilitate call-backs, as needed
• Partner with Human Resources and functional Leaders to formulate career progression / employee development plans
• Provide Leadership guidance and motivate team members to improve/sustain performance through effective coaching and mentoring techniques, individually through periodic 1-0-1 meetings, and also at a team level through regular huddles and team meetings
• Perform quality review functions for the team, including real time and recorded call monitoring sessions and end to end error checking, reporting, and validation through the appropriate channels
• Share quality results with phone agents and leader, identify gaps and facilitate trainings. Serve as a mentor to provide agents with feedback to improve their overall performance
• Assist in customer service-related, business-driven, process improvement initiatives, or related projects to provide subject matter expertise, as well as serve as a resource to less-experienced customer service team members, as necessary
• Participate in business-driven projects and initiatives

Required Qualifications

• Bachelor's degree or equivalent.

Preferred Qualifications

• Master's degree or equivalent.

In-Office Collaboration

We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders - clients, advisors, employees and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.

Full-Time/Part-Time

Full time

Timings

(8:00p-4:30a)

India Business Unit

AWMPO AWMP&S President's Office

Job Family Group

Business Support & Operations

Equal Opportunity Employer

Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, military status, veteran status, marital status, pregnancy, family status or any other basis prohibited by law.

We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.