Operations Coach

Ameriprise•Minneapolis, MN

2d•Hybrid

About The Position

Operations Coach serves as a subject matter expert supporting qualified brokerage corrections, tax reporting issues, and brokerage misapplied payment corrections. This role provides technical guidance, quality oversight, and indirect leadership to team members while partnering with advisors, service teams, Corporate Tax, Risk, Compliance, Legal, and AMPI partners to research and resolve complex client and account servicing issues. The Operations Coach is responsible for reviewing high-risk and exception-based cases, providing resolution guidance, identifying process improvements, and ensuring operational accuracy across a broad scope of correction activities. Success in this role requires strong analytical skills, sound judgment, technical expertise, and the ability to influence and develop others without direct people leadership responsibility. This position may also support other lines of business as business needs arise.

Requirements

High school diploma or GED.
3+ years of experience in brokerage, retirement services, tax operations, or related back-office operational or service experience.
Strong attention to detail, with the ability to work under tight time frames and deadlines while achieving a high degree of accuracy.
Effective written and verbal communication skills.
Demonstrated ability to research and resolve issues, supported by strong analytical and problem-solving skills.
Ability to build and maintain strong, positive relationships and influence others without direct leadership accountability.
Ability to manage multiple priorities while maintaining a high level of accuracy and attention to detail.
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).

Nice To Haves

Experience supporting Qualified Corrections, Misapplied Assets, Trade Corrections, or tax-reporting-related operations.
Knowledge of IRA, retirement, trust, withholding, and brokerage operational processes.
Experience partnering with Risk, Compliance, Tax, Legal, or Product teams.
Experience leading projects, process improvements, or operational initiatives.
Previous quality review, coaching, mentoring, or subject matter expert experience.

Responsibilities

Serve as a subject matter expert for Qualified Corrections, Withholding Corrections, Misapplied Payments, and Tax Reporting Corrections.
Review and resolve complex case escalations involving retirement accounts, Roth conversions, RMDs, Excess Removals, Recharacterizations, withholding elections, tax reporting, and money movement transactions.
Conduct secondary reviews of exception cases and determine appropriate approvals, denials, corrective actions, or escalation requirements.
Research and resolve federal and state tax withholding discrepancies, reporting corrections, and regulatory reporting issues.
Manage aging work items, escalations, pending trade corrections, and high-priority service requests to ensure timely resolution.
Partner with advisors, operations teams, back-office partners, and AMPI support teams to research issues, provide guidance, and communicate case outcomes.
Review amendment requests and reporting corrections, ensuring compliance with regulatory and operational requirements.
Monitor misapplied asset trends, identify root causes, and recommend long-term process improvements and risk reduction opportunities.
Manage coach mailboxes, escalation queues, and exception workflows to ensure timely resolution and appropriate case handling.
Provide technical coaching, procedural guidance, and training support to team members and business partners.
Participate in business initiatives, projects, audits, risk reviews, and process improvement efforts.
Collaborate with Corporate Tax, Risk, Compliance, Legal, Product, and Operations leadership on complex or high-risk client situations requiring specialized research and resolution.