Team Lead - Operations

Ameriprise Financial Services, LLC; Minneapolis (MN); Sur place; USD 62 000 - 86 000; Plein temps

Résumé du poste

Ameriprise Financial Services, LLC is seeking a Customer Service Team Lead to guide direct reports, improve processes, and ensure top-tier service for advisors, clients, or relationship partners.

The role emphasizes coaching, workload management, and collaboration on cross-functional projects, with in-office collaboration four days a week and one day remote, and a competitive base pay with bonus potential.

Qualifications

• Education: High School Diploma or GED.
• Experience: 3-5 years in customer service.
• Experience coaching or indirect leadership.
• Strong organizational and communication skills.

Responsabilités

• Lead and coach direct reports on transaction processing and customer service standards.
• Coach on resolving complex service issues.
• Manage workload to meet accuracy and call quality metrics.
• Participate in cross-functional projects affecting customer service area.
• Provide performance feedback to promote team and individual growth.

Connaissances

Customer service

Leadership

Communication

Formation

High School Diploma or GED

Description du poste

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 day-to-day work direction and leadership for direct reports in order to drive customer-focused, world-class service solutions for advisors, clients, or relationship partners. Develop and motivate a team, drive implementation of process improvements within a team, and ensure the maintenance of a high level of service for customers. May assist in customer service initiatives or other business-driven projects.

Key Responsibilities

• Lead and coach direct reports, provide work direction and support to team on process or 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.
• 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

• 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

CLEAR Clearing

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.