Senior Manager Customer Service

Provide leadership/mentorship to diverse teams in the customer service department, which includes managers and/or team leads. Be responsible for developing policies and procedures to ensure high quality service within the department. Understand the department's vision and communicate effectively to allow their teams to execute necessary plans to achieve that vision. Play lead role client service department projects or initiatives. Accountable for meeting client service and accuracy standards/metrics by analyzing trends and creating strategic initiatives to achieve expectations.

Key Responsibilities

• Provide leadership in resolution of complex and high-priority service issues, as escalated from internal or external partners, to effectively ensure prompt and accurate resolution and client satisfaction. As appropriate, analyze root cause and develop strategic initiatives that align with corporate vision to correct.
• Serve as a lead resource for internal partners on customer service specific projects and initiatives. Participate as the department lead on cross-functional project teams.
• Incorporate enterprise or departmental objectives to team objectives to ensure alignment and engagement in key priorities. Ensure managers and team leaders are effectively engaging their teams through appropriate performance management techniques to achieve those objectives.
• Review data from auditing and other quality assurance methods and analyze trends to identify opportunities for process or procedure enhancements. Provide leadership to managers and team leaders to implement necessary changes to meet performance expectations.
• Provide leadership and coaching to management team through appropriate leadership techniques, provide employee feedback through effective performance management practices, ensure employee skill and leadership development, and conduct regular one-on-one meetings. Provide leadership and guidance on all levels of processes and procedures, as well as client service standards and techniques. Consider impacts related to implemented changes and communicates appropriately.

Required Qualifications

• High School or GED
• 7-10 Years relevant Experience
• Extensive experience on a customer service team, including a strong working knowledge of customer service processes, policies, techniques and applicable regulations.
• Proven ability to work effectively with internal and external partners at all levels.
• Demonstrated people leadership experience gained through direct leadership.
• Proven ability to analyze business needs and implement strategic initiative.
• Strong communication skills, including the ability to explain complex issues in an understandable manner.

Preferred Qualifications

• Bachelors degree or equivalent (4-years)
• Experience leading people leaders
• Ameriprise specific knowledge

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 2024. With our team of more than 20,000 people in 20 countries, we advise, manage and protect assets and income of 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 RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.

Base Pay Salary

The estimated base salary for this role is $85,700-$115,700/year. We have a pay-for-performance compensation philosophy. Your initial total compensation may vary based on job-related knowledge, skills, experience, and geographical work location. In addition, most of our roles are eligible for variable pay in the form of bonus, commissions, and/or long-term incentives depending on the role. We also have a competitive and comprehensive benefits program that supports all aspects of your health and well-being, including but not limited to vacation time, sick time, 401(k), and health, dental and life insurances.

Ameriprise Financial is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, genetic information, age, sexual orientation, citizenship, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.

Full-Time/Part-Time

Full time

Exempt/Non-Exempt

Exempt

Job Family Group

Client Service

Line of Business

SERVD Service Delivery