The Position : Associate Team Leader / Team Leader
The Department : MID
Team (Supervisory Org) : Data Level II
The Role :
As the Data Level II Team Leader, you will manage a team of Level II support for complex data cases that escalate to be reviewed 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 resources across various data teams. By managing this Level II team effectively, you will greatly influence the client experience is a positive way.
The position is based in Mumbai MID Team.
Lead the team of 8 plus team members to achieve operational excellence, dedicated to process efficiency improvement and data quality control.
Drive process improvement by applying LEAN Six Sigma tools and implementing process automation.
Prioritize team workload based on business requirement.
Collaborate strongly with the global teams, Local Business Representatives, D&D Team Leaders and Regional Data Leaders. Share regular feedback and KPIs with global offices on process performance, priorities and projects.
Ensure the team have requisite knowledge on Morningstar business, products and finance industry and create a learning culture in the team
Ensure an organized, motivating and team-playing environment.
Guide team members to develop competencies and actively communicate with the team to support talent development.
Manage the queue of data questions inside the prescribed cycle times and track ongoing progress of open cases.
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.
Understand roles, responsibilities, and expertise of internal stakeholders to expedite issue resolution. Stakeholders include all Morningstar employees whose expertise may be relevant to the resolution of a particular data question.
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.
Solid understanding of the financial industry and passionate in investment data.
Excellent writing, communication, problem solving, organizational, and analytical skills.
Self-motivated & able to guide team members through training & mentoring.
Proven track record in people management and leadership.
Previous experience in process improvement and project management.
A minimum of 3-5 years of experience working with Morningstar’s internal database tools and data collection processes, including but not limited to Data Manager, XOI, and TSDB.
A bachelor’s degree or equivalent is required.
Expertise in Morningstar data, methodology, quality and processes.
Excellent capabilities with Microsoft Excel.
A deep customer service focus and strong attention to detail.
Morningstar is an equal opportunity employer
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