Operations Team Lead

Ameriprise Financial Services, LLC • Minneapolis, MN

20d • $62,300 - $85,700 • Hybrid

About The Position

Provide leadership and day-to-day direction to a team delivering customer-focused service solutions for advisors, clients, and business partners. Develop and motivate employees, drive operational excellence through continuous process improvement, and foster accountability, collaboration, and service excellence. Partner across the organization to resolve complex issues, enhance the client experience, and support key business initiatives. The position can be based in either the Minneapolis or Charlotte office. Employees work in the office at least four days per week, with flexibility to work from home one day per week; some roles may have different or additional in-office expectations.

Requirements

• High school diploma or GED.
• Three to five years of relevant experience.
• Previous experience on a customer service team, including 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 clearly and understandably.
• Post-secondary education and relevant work experience may be interchanged to meet the combined minimum qualifications for education and experience.

Nice To Haves

• Bachelor’s degree or equivalent (four years).
• Previous direct leadership experience.
• Experience with Ameriprise procedures and policies.

Responsibilities

• Lead and coach direct reports, providing work direction and support on transaction-processing or customer-service processes, procedures, standards, and techniques.
• Coach direct reports in resolving complex or high-priority service issues, or respond to and resolve those issues directly when necessary.
• Manage direct-report workloads and guide work prioritization to meet or exceed accuracy, transaction-processing, and call-quality metrics and standards.
• Participate in cross-functional projects and process-improvement teams affecting customer service, providing subject matter expertise.
• Provide feedback through effective performance management and ensure employees develop skills that support team and individual success.

Benefits

• Vacation time
• Sick time
• 401(k)
• Health insurance
• Dental insurance
• Life insurance
• Most roles are eligible for variable pay, which may include bonuses, commissions, and/or long-term incentives, depending on the role.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED