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Team Lead
Morningstar
Chicago, IL, United States
Job Details - this job has expired, please see similar jobs below
The Group:
The Information Products group is the home of manufacturing and innovation at Morningstar. The individuals in this group transform our high-quality data, independent research, and technological expertise into well-designed products that delight our clients. The group`s product management, product development, and service teams collaborate with our Client Solutions group to help them provide clients with relevant products and bundled solutions.
The Role: As a Team Lead, you will be heavily involved with three areas of CSC team operations: performance management, CSC on-boarding, and process improvement. You will provide input on CSC performance to your manager and be expected to conduct coaching sessions with CSCs to improve their effectiveness. You will be responsible for the progress of the Office CSC team toward key goals and objectives, with a focus on increasing net ACV. You will also act as the SME for other Office CSCs in the group as the go to person for product how to and client escalations. The role is accountable for on-boarding and development of new CSCs. Consistent execution of existing operational processes as well as implementation of improvement ideas is expected. Furthermore, you will own on-going KPI update and analysis and provide insights on how we are doing in driving towards our goal. This role reports to the Client Service Consulting Manager and is based in Chicago.
Responsibilities
• Accountable for team’s overall performance as measured by customer success metrics including Net ACV, retention rates, client satisfaction scores, cycle times, and meeting counts.
• Provide management with employee performance assessments on a consistent basis.
• Create and implement action plans to improve employee effectiveness and performance.
• Act as a SME for the Office product and related products and processes, especially RedTail.
• Serve as initial point of contact for team member questions and escalations.
• Lead the on-boarding and training for new Office CSCs.
• Assist in supporting operational processes such as Salesforce implementation and subscription renewals.
• Recommend process improvements and contribute toward their execution by working collaboratively with sales, product development, support, marketing, and client education teams.
• Provide on-going KPI updates and analysis on progress toward KPI goals.
Requirements
• A bachelor`s degree; an advanced degree is a plus.
• Strong Interest in Investment Management industry
• Strong leadership skills and interest in mentoring and coaching
• Results oriented
• Possess a minimum of three years of customer service, training, or sales experience.
• A deep customer service focus and strong attention to detail.
• An intense desire to achieve client satisfaction and retention goals.
• Excellent time-management, prioritization, communication, and critical thinking skills.
• Prior experience supporting financial practices or financial software solutions is desirable.
• Financial industry certifications are considered a plus.
Morningstar is an equal opportunity employer.
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