Resolution Manager

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 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.

Job Description

Support and enhance the advisor and client experience by providing immediate specialized service and operational support, as it relates to brokerage platforms, products and services. Provide high level service to our field and business partners by providing subject matter expertise across multiple brokerage business and advisory programs. Serve as a central point of contact for escalated advisor and client issues including support of HNW clients and Elite advisor practices. Provide timely and accurate follow-through to key stakeholder, field leaders, advisors, and staff while ensuring the appropriate communication and closure on all outstanding activities, issues, or concerns. Serve as an on-team informal leader providing coaching and guidance to others for complex issues.

Partner with our qualifying elite advisors by building strong relationships, proactively communicate with them on industry or policy changes to their book of business and providing ownership and resolution to issues or complex inquiries. Manage business crisis situations as they arise and provide high touch service on change moments that have high impact to the field. Lead process improvement initiatives to enhance our client and advisor experience based on the trends, root cause analysis, and feedback we receive from field leaders, advisors, and clients.

Key Responsibilities

• Serve as a single point of contact for complex issues for Chairman's Advisory Council (CAC) advisors and staff, including requests to expedite, seek exceptions, and resolve errors.

• Collaborate across a cross-organizational team to resolve complex issues for advisors and clients challenging existing policies, procedures or decisions.

• Develop, sustain, and maximize relationships with advisors, staff, senior leaders, and Service and Operations business partners.

• Provide mentoring, standard processes, and a Single Point Of Contact (SPOC) through change moments to the field and key business partners.

• Coordinate conference calls with WMS products and advisor offices that need additional support to navigate change moments and gather the field's feedback for future improvement opportunities.

• As business crisis situations emerge; lead, handle, and collaborate with appropriate business partners to implement and provide the required support to clients and advisors. Take initiative to quickly get up to speed and a become subject matter expert to authoritatively and competently assist clients and advisors to address their needs.

• Lead team projects and initiatives or ad hoc projects as assigned. Present Service & Operations trends, gaps, issues and improvement opportunities to leaders. Develop, sustain and improve relationships with advisors, staff, senior leaders and Service and Operations business partners. Partner and influence other business areas on concerns, exceptions, sophisticated issues.

• Primary back-up when leader is out of the office and represent leader in meetings as needed.

Required Qualifications

• Shown ability to research and resolve sophisticated, high-priority issues in a timely manner.

• 5+ years of applicable financial services/brokerage experience.

• Shown thought leadership.

• A self starter with the ability to balance multiple priorities.

• Ability to influence and collaborate with or lead across the organization and at all levels to get results.

• Excellent written and verbal communication skills.

• Ability to communicate with all levels of leadership on issue status summaries.

• Excellent customer service skills that include the ability to explain sophisticated policies in a straightforward, easy to understand manner.

Preferred Qualifications

• Occasional travel may be requested

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

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).

Base Pay Salary

The estimated base salary for this role is $71,300-$98,100/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.

Full-Time/Part-Time

Full time

Exempt/Non-Exempt

Exempt

Job Family Group

Client Service

Line of Business

SERVD Service Delivery

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

We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.