Operations Team Lead

About Our Company

We’re a diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. Our team of 22,000 people across 19 countries, serves more than 3.5 million individual, small business and institutional clients. We are a longstanding leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses – Ameriprise Financial, Columbia Threadneedle Investments and River Source Insurance and Annuities.

Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.

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.

• 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.

• 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.

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

We are a client‑centric, relationship‑based business. Working together, in‑person, is foundational to how we achieve results. By fostering a culture of face‑to‑face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least four (4) days per week, with flexibility to work from home one (1) day per week.

Some roles may require additional in‑office time or different in‑office expectations, and specific requirements will be discussed during the hiring process.

Applicants must have a valid work authorization that does not now, or in the future, require visa sponsorship for…