Team Lead Contact Center

56672 Ameriprise India LLP; Delhi; Hybrid; INR 350,000 - 550,000; Full time

Job summary

Ameriprise India LLP is seeking a seasoned Customer Service Leader to oversee a busy contact center for high-priority advisors and clients in India. You will coach agents, resolve complex service issues, and ensure timely resolution while maintaining service quality.

This role emphasizes collaboration with HR and leaders to plan career development, monitor performance, and drive process improvements. In-office collaboration with partial work-from-home is expected.

Qualifications

• Experience in a service call center or transaction processing.
• Strong working knowledge of customer service processes, policies, techniques, and applicable regulations.
• Proven ability to research and resolve complex, high-priority service issues in a timely manner.
• Strong written and verbal communication skills.
• Demonstrated ability to work directly with high-priority internal and external customers.
• Experience of team handling.

Responsibilities

• Lead a team of contact center resources and ensure SLA adherence.
• Coach phone agents via email, phone, and in-person interactions regarding policies and procedures, system knowledge & customer service skills.
• Handle escalations and coordinate call-backs as needed.
• Collaborate with HR and functional Leaders to formulate career progression / employee development plans.
• Provide leadership guidance and motivate team members to improve performance.
• 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

Skills

Call center exp

Service processing

Regulatory knowledge

Written communication

Verbal communication

Team leadership

Job description

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 successfully resolve customer-initiated service issues in an innovative manner. 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

• Experience in a service call center or transaction processing.
• Strong working knowledge of customer service processes, policies, techniques, and applicable regulations.
• Proven ability to research and resolve complex, high-priority service issues in a timely manner.
• Strong written and verbal communication skills.
• Demonstrated ability to work directly with high-priority internal and external customers.
• Experience of team handling

Preferred Qualifications

• Product-specific or financial services industry experience.
• Prior experience with service recovery techniques and processes.

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 Client Service 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.

Since 1894, Ameriprise Financial has helped people feel more confident about their financial future. Guided by strong values and a deep commitment to clients, we've remained a trusted leader in financial planning and advice for more than 130 years.

Through our businesses, Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance & Annuities, we deliver advice, investment and protection solutions designed for long-term success.

While each business brings distinct capabilities and expertise, all are united by our unwavering focus on clients and a strong financial foundation. For you, that means the opportunity to build a meaningful career in a high-performing, collaborative culture where your expertise can grow, your contributions are valued and your work can make a real impact. As a global financial services company with three complementary businesses, the breadth of our capabilities sets us apart. It also creates unique opportunities for employees to learn, collaborate and grow their careers: Ameriprise Financial: Financial planning, advice and wealth management. Columbia Threadneedle Investments: Global asset management serving individual, institutional and corporate clients. RiverSource Insurance & Annuities: Products and solutions designed to help clients protect and grow their wealth. Explore opportunities within each business and region below. Ameriprise US | Careers Ameriprise India | Careers Columbia Threadneedle Investments US | Careers Columbia Threadneedle Investments EMEA APAC | Careers RiverSource | Careers

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