Head, Client Service,Data Head, Client Service,Data …

Morningstar
in Chicago, IL, United States
Permanent, Full time
Be the first to apply
Competitive
Morningstar
in Chicago, IL, United States
Permanent, Full time
Be the first to apply
Competitive
Head, Client Service,Data
Head of Client Service, Morningstar Data Chicago/en-US/Americas/job/Chicago/Head-of-Client-Service--Morningstar-Data_REQ-015600-3/apply

The Group: Morningstars Research group provides independent analysis on individual securities, funds, markets, and portfolios. The Research group also provides data on hundreds of thousands of investment offerings, including stocks, mutual funds, and similar vehicles, along with real-time global market data on equities, indexes, futures, options, commodities, and precious metals, in addition to foreign exchange and Treasury markets. Morningstar is one of the largest independent sources of fund, equity, and credit data and research in the world, and our advocacy for investors interests is the foundation of our company.

The Role: The Head of Client Service is a global role responsible for strategy and execution of Service related to Morningstar Data. This role will lead the global data service team and will develop the cross-team and cross functional networks, process rigor and metrics necessary to deliver exceptional customer care and service. This position is located in our Chicago office.

Responsibilities:

  • Be the champion of the customer by infusing a spirit of customer centricity into the Global Data organization.
  • Develop a high-performance team and culture anchored on customer centricity, urgency, grit, continuous improvement, and innovation.
  • Partner with global data leaders to further define and strengthen our global operating model.
  • Play a critical role in planning proactive customer outreach including the launch of data sets and methodology and changes to existing content and client-impacting processes.
  • Create programs to establish connections between key clients and our growing Morningstar Data story.
  • Drive process rigor and a continuous improvement mindset using lean and agile methods.
  • Develop knowledge management and training curriculum to drive expertise to enhance customer service.
  • Contribute to technology design and adoption to ensure timely, complete and accurate responses to customer queries.
  • Build bridges with product and client service teams to ensure holistic and consistent client experiences across Morningstar.
  • Establish a regular operating cadence to monitor, measure and act on key KPIs and metrics to both manage the team to high performance and report out to key stakeholders.


Requirements:

  • 8-10+ years of related experience in customer service.
  • Superior people development and coaching skills.
  • Deep appreciation and empathy for our customers and our people serving the customer.
  • Natural collaborator adept at building relationships across internal teams and with external clients and partners.
  • Knowledge and ability to lead and implement innovative technologies in the client service domain.
  • Comfortableworkingin a global environment with multiple senior level stakeholders.
  • Action-oriented individual possessing an entrepreneurial mind-set.
  • Knowledge of and demonstrated success in using LEAN Six Sigma tools and Agile methods.
  • Ability and desire to learn about Morningstar databases and data acquisition methods.
  • For internal candidates, knowledge of Morningstar data desired.
  • Bachelors degree; MBA, CFA or other advanced degree/accreditation is strongly preferred.
001_MstarInc Morningstar Inc. Legal EntityPosted 2 Days AgoFull timeREQ-015600

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