Team Lead, Customer Support

Team Lead/Asst. Team Lead, Client Service - Mumbai - ESG
The Group: The Client Service group is the face of Morningstar post sales. The individuals in this group work towards enabling our clients to efficiently use our products that provide high-quality data, independent research, and technological expertise through well-designed products. The group collaborates with Product Development, Product Management, Customer Succes, Implementation and Sales teams to build an excellent client service model, ensuring clients best-in-class experience using our products to achieve their goals.
The Role: Morningstar seeks a Product Consultant to join our Global Client Support team in the ESG domain supporting Morningstar's ESG research, data and analytical products. Being a Front office role, you will be working directly with our Enterprise clients, you will join our client service group with the aim of resolving their critical and time sensitive issues. The team empowers investors to make more sustainable investment decisions. The Client Support team works alongside a diverse range of asset owners, asset managers, and some of the leading financial institutions around the world.
You will support clients from the onboarding to daily technical and operational inquiries and other account management-related tasks, including account permissions and deliverable set up, as well as support on content-related questions on our research data.
You will:

• Gain exposure to an international team, working closely with both Client Success Managers and Sales across regions
• Come together with your team, the primary and reliable point of contact for technical support.
• Escalate to the account owner where appropriate; and
• Support the team to maintain and improve client retention and client satisfaction.

This position will allow you to obtain a broad understanding of how responsible investment strategies can be implemented by investors, be part of a fast-growing and successful organization, work in an entrepreneurial environment, expand your business network in a short period of time, and could quickly assume new responsibilities.
KEY RESPONSIBILITIES

• Manage the day to day running of the regional support team to ensure all incoming cases are answered within the prescribed SLA's.

• Lead the individuals in the region, this includes, but not limited to identifying personal development, training and assisting with recruitment.

• Assist with the management of the individual's case queues within the region ensuring prompt and accurate responses to clients.

• Handle all customer escalations from your team and ensure that these are promptly escalated to the appropriate department, with all relevant information for an efficient investigation / resolution.

• Promote knowledge sharing within both the local team and the wider global support team.

• Ensure all cases for your region are correctly documented in CRM.

• Provide regular reporting and quality reviews on your local team.

• Holding regular review meetings with Tier one clients to ensure they are not experiencing ongoing issues or concerns, suggesting solutions where necessary to ensure they continue to get the best from our products.

• Oversee the creation of documentation and knowledge sharing with local time.

• Assign and align tasks of the team to meet the strategy of the department.

• Collaborate with Implementation Manager to handover all newly onboarded clients.

QUALIFICATIONS

• Excellent organisation and time management skills.
• Ability to lead and effectively manage a team.
• Excellent written and oral communication, with excellent interpersonal skills.
• Excellent client service skills with a proactive approach and take ownership of issues as they arise.
• Proven ability to work in a demanding environment with strong multi-tasking skills.
• Excellent understanding of ESG or experience in a similar field, working with larger quantities of data.
• Undergraduate degree in a related discipline (business, finance, environment, and/or social sciences). With some experience in the ESG domain is a must.
• 1-3 years of relevant work experience, especially related to ESG

Morningstar is an equal opportunity employer.
Morningstar's hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We've found that we're at our best when we're purposely together on a regular basis, at least three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.
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