Team Lead Operations

1 week ago

Gurgaon, Haryana, India Ameriprise Financial Full time
Provide world-class, specialized services to high-priority advisors, clients, or other relationship partners to successfully resolve customer-initiated service issues in an innovative manner. Respond to more complex issues (which may be related to basic investment products, general securities products, or insurance products) escalated from service teams, and take a lead role in communicating resolution status updates to appropriate parties. Proactively initiate customer contact to ensure the highest possible quality of customer service.

Key Responsibilities

Responsible to lead a team of resources and ensure effective service level adherence through timely and accurate resolution of service requests on a daily basis Implement effective staffing, work allocation and continuous management of work-baskets to ensure adherence to assignment & case deadlines Coordinate with Home Office counterparts and Subject Matter Experts for management of urgent/escalated issues and ensure seamless resolution Collaborate with Home office counterparts and SMEs to streamline processes and accordingly modify operating procedures Conduct knowledge sharing sessions, and discuss/debrief process level issues/updates to ensure dissemination of knowledge to the team Act as the Subject Matter Expert and provide responses to queries raised by Operations professionals, to ensure speedy resolution of cases Liaison with the Risk & Compliance partners and conduct periodic review of procedures to ensure adherence to Regulatory guidelines Ensure adherence to the Service delivery framework established for the Business and also drive adherence to the common minimum practices framework on a daily basis Track and report team/individual performance, along with a summary of highlights/issues/ongoing action plan, on a daily/weekly/monthly basis to various stakeholders Partner with Human Resources and functional Leaders to formulate career progression / employee development plans Provide Leadership guidance and motivate team members to improve/sustain performance through effective coaching and mentoring techniques, individually through periodic 1-0-1 meetings, and also at a team level through regular huddles and team meetings Responsible to collaborate with senior Leaders and Training counterparts to provide adequate learning & development programs for team members to improve operational knowledge, develop product and domain knowledge, and build/enhance skills/competencies Participate in Operational, Domain and soft-skills development Training programs for self development of process and domain knowledge and build/improve soft-skills/competencies

Required Qualifications

Bachelors degree or equivalent Strong communication, interpersonal, organizational and time-management skills. Good working knowledge of computers, with proficiency in MS Office applications (Word, Power Point and Excel). Strong operations handling experience with great focus on stakeholder/customer management Relevant experience in leading and managing team/s in the Financial Services Industry Effective People manager with high emotional intelligence

Preferred Qualifications

About Our Company
Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 125 years. We are a U.S. based financial planning company headquartered in Minneapolis with a global presence. The firm's focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection. Be part of an inclusive, collaborative culture that rewards you for your contributions and work with other talented individuals who share your passion for doing great work. You'll also have plenty of opportunities to make your mark at the office and a difference in your community. So if you're talented, driven and want to work for a strong ethical company that cares, take the next step and create a career at Ameriprise India LLP.

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

Full-Time/Part-Time

Full time

Timings

(8:00p-4:30a)

India Business Unit

AWMPO AWMP&S President's Office

Job Family Group

Business Support & Operations

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