Senior Manager, Customer Support

Role:

• The Equity Data Support manager will manage the day-to-day support activities for a squad of analysts focused on equity Data Support.
• The Manager leads a group of team Data Specialists and works with internal partners to meet client expectations in terms of quality of case resolutions.
• The role is responsible for the team's delivery of high-quality and timely support that meets clients requirements.
• The person will be accountable for ensuring and improving the squad's performance, productivity, and efficiency.

Job responsibilities:

• Manage, develop and empower a squad of equity data socialists by providing strategic direction, continuous training and establishing SMART goals
• Drive continuous improvement of operations processes by defining and overseeing operational KPIs, championing Lean Six Sigma projects, and providing detailed mentoring on operational improvement projects
• Foster a culture of deep Equity Data knowledge within operations, enabling the team to evolve with changing industry and accounting standards
• Work closely with our equity data teams to set and maintain high data support quality standards
• Define training and continuing education programs to identify equity data knowledge gaps and develop a strong Equity data support squad
• Partner with the Equity Data and Product teams to implement changes as requested by our clients
• Identifies areas for improvement, across the team and proactively takes steps to improve upon these weaknesses by offering ideas for individual and group training and conducting or arranging individual and group training sessions as appropriate.

Qualifications:

• At least 5+ years of data operation management
• Demonstrated experience building out new processes, driving operational excellence, and setting and achieving operational KPI’s and SLA’s
• Demonstrated experience building out new datasets, driving operational excellence, and setting and achieving operational KPI’s and SLA’s
• Ability to work within a collaborative team environment, resolve issues, define escalation protocols, and build consensus.
• A bachelor’s degree is required.
• Client-centric with a strong client engagement and service mentality

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.