Operations Team Lead

Ameriprise Financial Services, LLC; Minneapolis (MN); Hybrid; USD 62,000 - 86,000; Full time

Job summary

Ameriprise Financial Services, LLC in Minneapolis or Charlotte is seeking a results-driven leader to direct a customer-focused service team. You will coach staff, drive operational excellence, and partner across the organization to resolve issues and support key business initiatives.

We value strong communication, hands-on accountability, and the ability to balance service quality with efficiency. The role offers full-time hours and a comprehensive benefits program.

Qualifications

• 3-5 years of relevant experience.
• Experience in customer service processes and regulations.
• Experience coaching or indirect leadership.
• Strong organizational and communication skills.
• Ability to explain complex issues clearly.

Responsibilities

• Lead and coach direct reports, provide work direction and support to the team on processes and procedures related to transaction processing or customer service standards and techniques.
• Assist and coach direct reports in resolving complex or high-priority service issues, or respond to and resolve such issues directly, as necessary.
• Manage direct report workload and provide guidance in prioritizing work to meet or exceed all accuracy, transaction processing, and call quality metrics and standards.
• Participate in and provide subject matter expertise on cross-functional projects and/or process improvement teams that have implications to the customer service area.
• Provide feedback to direct reports through effective performance management practices; ensure employees are developing skills to promote both team and individual success

Skills

Customer service

Coaching

Leadership

Communication

Organizational skills

Regulations knowledge

Education

High School Diploma or GED

Bachelor’s degree preferred

Job description

About Our Company

We’re a diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. Our team of 22,000 people across 19 countries, serves more than 3.5 million individual, small business and institutional clients. We are a longstanding leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses – Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.

About Our Company

We’re a diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. Our team of 22,000 people across 19 countries, serves more than 3.5 million individual, small business and institutional clients. We are a longstanding leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses – Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.

Job Description

Provide leadership and day-to-day direction to a team dedicated to delivering customer-focused, world-class service solutions for advisors, clients, and business partners. Develop and motivate employees, drive operational excellence through continuous process improvement, and foster a culture of accountability, collaboration, and service excellence. Partner across the organization to resolve complex issues, enhance the client experience, and support key business initiatives.

This position can be based out of either our Minneapolis or Charlotte office.

Key Responsibilities

• Lead and coach direct reports, provide work direction and support to the team on processes and procedures related to transaction processing or customer service standards and techniques.
• Assist and coach direct reports in resolving complex or high-priority service issues, or respond to and resolve such issues directly, as necessary.
• Manage direct report workload and provide guidance in prioritizing work to meet or exceed all accuracy, transaction processing, and call quality metrics and standards.
• Participate in and provide subject matter expertise on cross-functional projects and/or process improvement teams that have implications to the customer service area.
• Provide feedback to direct reports through effective performance management practices; ensure employees are developing skills to promote both team and individual success

Required Qualifications

• Education: High School Diploma or GED.
• Experience: 3-5 years of relevant experience.
• Post-secondary education and relevant work experience may be interchanged to meet the combined total years of minimum required qualifications for education and experience.
• Previous experience working on a customer service team, including a strong working knowledge of customer service processes, policies, techniques, and applicable regulations.
• Prior experience coaching or providing indirect leadership to others.
• Strong organizational and communication skills, including the ability to explain complex issues in a clear, understandable manner.

Preferred Qualifications

• Education: Bachelor’s degree or equivalent (4-years).
• Previous direct leadership experience.
• Experience with Ameriprise procedures and policies.

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 four (4) days per week, with flexibility to work from home one (1) day 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.

Visa Sponsorship

Applicants must have a valid work authorization that does not now, or in the future, require visa sponsorship for employment in the United States (e.g., H-1B, F-1 CPT, F-1 OPT, TN).

Base Pay Salary

The estimated base salary for this role is $62,300 - $85,700/ year. We have a pay-for-performance compensation philosophy. Your initial total compensation may vary based on job-related knowledge, skills, experience, and geographical work location. In addition, most of our roles are eligible for variable pay in the form of bonus, commissions, and/or long-term incentives depending on the role. We also have a competitive and comprehensive benefits program that supports all aspects of your health and well-being, including but not limited to vacation time, sick time, 401(k), and health, dental and life insurances.

Full-Time/Part-Time

Full time

Exempt/Non-Exempt

Exempt

Job Family Group

Business Support & Operations

Line of Business

SERVD Service Delivery

Ameriprise Financial is an equal opportunity employer

We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, military status, veteran status, genetic information, citizenship, disability status, marital status, 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.