Team Lead - Operations

Ameriprise • Minneapolis, MN

21h • Hybrid

About The Position

Provide day-to-day work direction and leadership for direct reports to deliver customer-focused service solutions for advisors, clients, or relationship partners. Develop and motivate the team, drive process improvements, and maintain a high level of customer service. The role may also support customer service initiatives or other business-driven projects.

This is an in-office collaboration role. Employees work in the office at least four days per week and may work from home one day per week. Some positions may have different or additional in-office expectations, which will be discussed during the hiring process. Applicants must have U.S. work authorization that does not now or in the future require visa sponsorship.

Requirements

• High school diploma or GED.
• 3–5 years of relevant experience.
• Previous experience working on a customer-service team, with 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.

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 procedures and customer-service standards and techniques.
• Coach direct reports through complex or high-priority service issues, or respond to and resolve those issues directly as needed.
• Manage direct-report workloads and guide 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 performance management practices and ensure employees develop skills that support individual and team success.

Benefits

• Vacation time
• Sick time
• 401(k)
• Health insurance
• Dental insurance
• Life insurance
• Variable pay 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