Associate Team Lead, Level II

As the Data Level II Team Lead, you will manage a team of Level II support in US shift for complex data cases escalated from the Level I support teams. You will work closely with Client Service Support and Data Operations to ensure resolution of these issues. Your team will be required to research identified issues, ensure cycle time requirements are met, and communicate outcomes to all appropriate team members. Timely resolution requires coordinating across various data teams. By managing this Level II team, you will greatly influence the client experience in a positive way. The position is based in our Mumbai office.
Shift : US
Responsibilities:

• Lead the team to achieve operational excellence, process efficiency and data quality control.
• Support process improvement by applying LEAN Six Sigma tools and implementing process automation.
• Understand priorities and organize team workload based on business requirement.
• Provide the team with the requisite knowledge on Morningstar business, products and finance industry and create a learning culture in the team.
• Conducts performance reviews of each team member and explains/sets career development paths and opportunities for team members
• Responsible for working together with the team on a queue of data questions within the prescribed cycle times and track ongoing progress of cases via the CRM tools.
• Identify process defects, defined as, for example, the amount of time required to respond to data cases, to help improve overall responsiveness to Level II cases.
• Contribute to ongoing education of Morningstar Client Service teams on common issues, which may involve data processing and calculations, to reduce Level II ticket volumes.

Qualifications :

• Master's/bachelor's degree in finance/business with an exceptional academic record.
• 4-5 years of professional work experience at various levels of seniority, prior team management experience would be a plus
• Understanding of the financial industry, curious and passionate about investment data.
• Excellent writing, communication, problem solving, organizational, analytical and interpersonal skills.
• Commitment to deliver honest, high quality and personal service to our clients.
• Experience in process improvement and project management is preferred.
• Proficiency in Microsoft Suite, especially Excel; knowledge of SQL, Power BI will be an advantage.
• For Internal applicants, minimum of 3 years of experience working with Morningstar's internal database tools and data collection processes.
  Morningstar is an equal opportunity employer

Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office 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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