Operations Team Lead

Ameriprise•Minneapolis, MN

6d•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

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

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.