Team Lead-Operations-U

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

About Our CompanyWe’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 DescriptionProvide 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 ResponsibilitiesLead 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 successRequired QualificationsHigh school or equivalent degree3+ years of experiencePrevious 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 QualificationsTrade Corrections and/or Service and Operations experience.Working knowledge of Managed Accounts.Visa SponsorshipApplicants 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).In-Office CollaborationWe 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.Base Pay SalaryThe estimated base salary for this role is $62,300.00 - 93,500.00/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-TimeFull timeExempt/Non-ExemptExemptJob Family GroupBusiness Support & OperationsLine of BusinessCLEAR ClearingAmeriprise 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.