Hybrid Operations Lead — Customer Service & Process

Threadneedle group; Minneapolis (MN); Hybrid; USD 62,000 - 86,000; Full time

Job summary

Ameriprise Financial is seeking an Operations Team Lead to provide day-to-day direction to a customer-service focused team. The role can be based in Minneapolis or Charlotte, with a hybrid schedule and in-office collaboration four days a week.

You will develop staff, drive process improvements, and manage workload to meet accuracy and service metrics, with opportunities for performance-based incentives and a comprehensive benefits program.

Qualifications

• High School Diploma or GED required; post-secondary education may be substituted to meet combined total years of education/experience.
• 3-5 years of relevant experience.
• Experience on a customer service team with knowledge of customer service processes and applicable regulations.
• Prior experience coaching or providing indirect leadership to others.
• Strong organizational and communication skills; ability to explain complex issues clearly.

Responsibilities

• Lead and coach direct reports in processes and procedures related to transaction processing or customer service standards.
• Assist and coach in resolving complex or high-priority service issues; respond or resolve as needed.
• Manage workload and guide prioritization to meet accuracy, throughput, and call quality metrics.
• Participate in cross-functional projects or process-improvement teams impacting customer service.
• Provide feedback through performance management to develop team and individual skills.

Skills

Customer service

Leadership

Communication

Process improvement

Education

High School Diploma or GED

Bachelor’s degree

Job description

Ameriprise Financial is seeking an Operations Team Lead to provide day-to-day direction to a customer-service focused team. The role can be based in Minneapolis or Charlotte, with a hybrid schedule and in-office collaboration four days a week.

You will develop staff, drive process improvements, and manage workload to meet accuracy and service metrics, with opportunities for performance-based incentives and a comprehensive benefits program.