Job Description
About Our Company
Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 20 years. We are part of Ameriprise Financial Inc., a US financial planning company headquartered in Minneapolis with a global presence and diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. 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.
Job Description
Provide world-class, specialized phone service to high-priority advisors, clients, or other relationship partners to successfully resolve customer-initiated service issues in an innovative and efficient manner. Respond to complex issues (including those related to investment products, general securities products, or insurance products) escalated from service teams and take a lead role in communicating resolution status updates to appropriate stakeholders. Proactively initiate customer contact where required and ensure the highest standards of service quality, accuracy, and regulatory compliance.
Key Responsibilities
Lead a team of contact center professionals and ensure effective service level adherence through timely and accurate resolution of advisor and client queries on a daily basis
Coach and develop team members through structured interactions (1:1s, huddles, real-time feedback), focusing on performance, customer experience, and policy/procedure adherence.
Proactively identify gaps in processes, performance, or customer experience, and take ownership to drive timely resolution and continuous improvement.
Partner with Workforce Management and Analytics teams to understand volume trends, forecast requirements, and optimize resource utilization while balancing cost and service delivery goals.
Collaborate with Human Resources and functional leaders to support employee engagement, performance management, and career development planning.
Provide strong leadership guidance and foster a high-performance culture through coaching, mentoring, and motivation at both individual and team levels.
Perform quality assurance activities including real-time and recorded call monitoring, error identification, reporting, and validation through appropriate channels.
Analyze performance data and trends to generate insights, and effectively communicate recommendations through structured storytelling and presentations
Share quality insights with team members, identify development gaps, and facilitate targeted training and coaching interventions.
Act as an operating leader by contributing to business-driven projects, process improvement initiatives, and cross-functional efforts beyond immediate team responsibilities.
Demonstrate strong cross-functional collaboration across Operations, Quality, Training, Compliance, and other support teams to drive cohesive outcomes.
Serve as a subject matter expert and mentor, supporting escalations, call-backs, and complex issue resolution as needed.
Required Qualifications
3 to 5 years of experience in a service contact center or transaction processing environment
Proven experience in team-handling and people leadership
Strong working knowledge of customer service processes, policies, techniques, and applicable regulations
Demonstrated ability to research and resolve complex, high-priority service issues in a timely manner
Strong written and verbal communication skills.
Ability to work with high-priority internal and external customers in a fast-paced, high-volume environment
Strong analytical and problem-solving skills with the ability to interpret performance data and drive decisions
Preferred Qualifications
Product-specific or financial services industry experience
Prior experience with service recovery techniques and processes
Prior exposure to or demonstrated interest in pursuing regulatory licensing such as FINRA SIE, Series 7 Exam and Series 63 Exam, with the ability and commitment to successfully complete these within the first year of employment
In-Office Collaboration
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 three (3) days per week, with flexibility to work from home two (2) days 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.
Full-Time/Part-Time
Full time
Timings
(8:00p-4:30a)
India Business Unit
AWMPO AWMP&S President's Office
Job Family Group
Client Service
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, military status, veteran status, marital status, pregnancy, 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.
