Job Information
Minnesota State Job Bank Customer Service Manager in Minneapolis, Minnesota
Provide leadership to a customer service team, which may include both team leads and service professionals. Responsible for implementing and maintaining appropriate policies and procedures to ensure delivery of high quality service within their team. Assist in planning for adequate staff levels and provide general work direction and team development/coaching. May lead client service projects or initiatives. Accountable for meeting client service and accuracy standards/metrics. Key Responsibilities Serve as a key resource for internal partners on customer service projects and initiatives. May provide cross-functional leadership on such teams. Provide leadership in resolution of complex and high-priority service issues, as escalated from the team, to effectively ensure prompt and accurate resolution and client satisfaction. Take key responsibility for auditing and other quality assurance methods to ensure that the team meets or exceeds all accuracy, processing, and quality metrics and standards. Provide leadership and support for team on all levels of processes and procedures as well as client service standards and techniques in key priorities. Mentor and coach other leaders in team development and process knowledge, including approval and coaching on employee issues and managing involvement in cross-functional teams. Provide leadership and coaching for direct reports by modeling appropriate leadership techniques, providing employee feedback through effective performance management practices, ensuring employee skill and leadership development, and conducting regular one-on-one meetings. Ensure incorporation of enterprise or departmental objectives to team objectives to ensure alignment and engagement in key priorities. Required Qualifications High school or GED. 5-7 years of relevant experience. Extensive experience on a customer service team, including a strong working knowledge of customer service processes, policies, techniques and applicable regulations. Proven people leadership experience, including direct management of team members and responsibility for performance development. Strong communication skills, including ability to explain complex issues in an understandable manner. Demonstrated ability to prioritize work and deliver business results. Proven ability to work effectively with internal and external partners at all levels. Preferred Qualifications Ameriprise-specific knowledge. About Our Company We're a diversified financial services leader with more than $1 trillion in assets under management and administration as of 2022. Our team of 20,000 people in more than 20 countries, advise and manage assets and income of more than 2 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 $80,100 - $108,100 / 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. Ameriprise Financial is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, genetic info mation, 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 https://www.eeoc.gov/eeo-policy-statement