Team Lead-Operations-U

Ameriprise Financial Services, LLC•Minneapolis, MN

17h•Hybrid

About The Position

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.

Requirements

High school or equivalent degree
3+ years of 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.
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).

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.