Ops Team Lead: Customer Service & Process Excellence

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

Benefits offered by this job

Vacation time

Sick time

401(k)

Health, dental and life insurances

Job summary

Ameriprise Financial is seeking a team leader to direct a customer-focused service team serving advisors, clients and partners. You will coach direct reports, drive process improvements, and uphold service standards across transaction processing and call quality.

This position can be based in Minneapolis or Charlotte, with in-office collaboration emphasized: four days per week in the office and one day working from home.

Qualifications

• Education: High School Diploma or GED.
• Experience: 3-5 years relevant experience.
• Customer service experience and knowledge of service processes.
• Experience coaching or indirect leadership.
• Strong organizational and communication skills.

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

Education

High School Diploma or GED

Job description

Ameriprise Financial is seeking a team leader to direct a customer-focused service team serving advisors, clients and partners. You will coach direct reports, drive process improvements, and uphold service standards across transaction processing and call quality.

This position can be based in Minneapolis or Charlotte, with in-office collaboration emphasized: four days per week in the office and one day working from home.