Operations Coach

Job description

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 Operations Coach serves as a subject matter expert supporting qualified brokerage corrections, tax reporting issues, and brokerage misapplied payment corrections. This role provides technical guidance, quality oversight, and indirect leadership to team members while partnering with advisors, service teams, Corporate Tax, Risk, Compliance, Legal, and AMPI partners to research and resolve complex client and account servicing issues. The Operations Coach is responsible for reviewing high-risk and exception-based cases, providing resolution guidance, identifying process improvements, and ensuring operational accuracy across a broad scope of correction activities. Success in this role requires strong analytical skills, sound judgment, technical expertise, and the ability to influence and develop others without direct people leadership responsibility. This position may also support other lines of business as business needs arise. Key Responsibilities Serve as a subject matter expert for Qualified Corrections, Withholding Corrections, Misapplied Payments, and Tax Reporting Corrections. Review and resolve complex case escalations involving retirement accounts, Roth conversions, RMDs, Excess Removals, Recharacterizations, withholding elections, tax reporting, and money movement transactions. Conduct secondary reviews of exception cases and determine appropriate approvals, denials, corrective actions, or escalation requirements. Research and resolve federal and state tax withholding discrepancies, reporting corrections, and regulatory reporting issues. Manage aging work items, escalations, pending trade corrections, and high-priority service requests to ensure timely resolution. Partner with advisors, operations teams, back-office partners, and AMPI support teams to research issues, provide guidance, and communicate case outcomes. Review amendment requests and reporting corrections, ensuring compliance with regulatory and operational requirements. Monitor misapplied asset trends, identify root causes, and recommend long-term process improvements and risk reduction opportunities. Manage coach mailboxes, escalation queues, and exception workflows to ensure timely resolution and appropriate case handling. Provide technical coaching, procedural guidance, and training support to team members and business partners. Participate in business initiatives, projects, audits, risk reviews, and process improvement efforts. Collaborate with Corporate Tax, Risk, Compliance, Legal, Product, and Operations leadership on complex or high-risk client situations requiring specialized research and resolution. Required Qualifications Education: High school diploma or GED. Experience: 3 to 5 years of relevant experience. *Post-secondary education and relevant work experience may be interchanged to meet the combined total years of minimum required qualifications for education and experience. 3+ years of experience in brokerage, retirement services, tax operations, or related back-office operational or service experience. Strong attention to detail, with the ability to work under tight time frames and deadlines while achieving a high degree of accuracy. Effective written and verbal communication skills. Demonstrated ability to research and resolve issues, supported by strong analytical and problem-solving skills. Ability to build and maintain strong, positive relationships and influence others without direct leadership accountability. Ability to manage multiple priorities while maintaining a high level of accuracy and attention to detail. Preferred Qualifications Experience supporting Qualified Corrections, Misapplied Assets, Trade Corrections, or tax-reporting-related operations. Knowledge of IRA, retirement, trust, withholding, and brokerage operational processes. Experience partnering with Risk, Compliance, Tax, Legal, or Product teams. Experience leading projects, process improvements, or operational initiatives. Previous quality review, coaching, mentoring, or subject matter expert experience. 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 four (4) days per week, with flexibility to work from home one (1) day 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. Visa Sponsorship 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 hourly rate for this role is $24.42 - $$33.60 / hour. 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 Non-Exempt Job Family Group Business Support & Operations Line of Business CLEAR Clearing 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.