Hybrid Team Lead, Customer Operations & Process Improvement

Ameriprise Financial; Charlotte (NC); On-site; USD 62,000 - 94,000; Full time

Job summary

Ameriprise Financial is seeking a dedicated leader to oversee a customer service team, driving world-class service for advisors, clients, and relationship partners. The role focuses on coaching, process improvements, and maintaining high service standards in a collaborative office setting.

The position requires strong communication, organizational skills, and at least 3 years in customer service. In-office collaboration with regular in-person teamwork is emphasized as part of our client-centric

Qualifications

• High school or equivalent degree required.
• At least 3 years of customer service experience.
• Experience coaching or leading others indirectly.
• Strong organizational and communication skills; ability to explain complex issues clearly.
• Preferred: experience with Trade Corrections and/or Service and Operations; knowledge of Managed Accounts.

Responsibilities

• Lead and coach direct reports; provide work direction on transaction processing and customer service standards.
• Resolve complex or high priority service issues; escalate as needed.
• Manage workload and prioritize tasks to meet accuracy, processing and call quality metrics.
• Contribute to cross-functional projects and process-improvement teams related to customer service.
• Provide performance feedback to employees to foster development.

Skills

Customer service experience

Coaching / mentoring

Communication skills

Organizational skills

Education

High school diploma or equivalent

Tools

Managed Accounts knowledge

Job description

Ameriprise Financial is seeking a dedicated leader to oversee a customer service team, driving world-class service for advisors, clients, and relationship partners. The role focuses on coaching, process improvements, and maintaining high service standards in a collaborative office setting.

The position requires strong communication, organizational skills, and at least 3 years in customer service. In-office collaboration with regular in-person teamwork is emphasized as part of our client-centric