Global Head of Customer Support at Morningstar

| Chicago
Sorry, this job was removed at 1:03 p.m. (CST) on Monday, November 23, 2020
Find out who's hiring in Chicago.
See all Operations jobs in Chicago

The Group:  The Customer Support function sits within the Global Sales and Client Service Unit and is responsible for global customer support operations. This role reports to the Chief Revenue Officer and drives strategy and execution with direction from leadership across Morningstar’s Software, Data, and Research Products, and Research and Investment Management groups.

 

The Role: The Global Head of Customer Support leads strategy and execution for Morningstar’s client support functions with a focus on simplifying and optimizing support processes and embracing digital transformation to create a best-in class customer experience. Morningstar serves a diverse set of clients including individual investors and B2B clients in Asset Management, Wealth Management, Banking/Capital Markets and Fintech with a mission to empower investor success. These clients work with Morningstar for leading capabilities in investment research, investment data, software solutions, analytics, index solutions, investment management, retirement solutions and other capabilities. The scope of the role includes leadership of the global, multi-channel Customer Support function across all geographies including Americas, EMEA and APAC and across all product lines with a primary focus on our software, data, research and Morningstar.com business units. This position is located in our Chicago office and approximately 25% travel is expected (when travel conditions improve).  

 

Responsibilities:

  • Evaluate current state of the support strategy and operating model.
  • Develop a future state operating model and prioritized execution plan that elevates our client support function.  
  • Continuously evaluate strategy, processes, technologies, resource capacity, and role definition across Level 1, Level 2 and Level 3 support to optimize operations and improve the customer experience. 
  • Optimize deployment of resources across local, onshore, nearshore and offshore centers based on data-driven capacity planning.  
  • Build a rigorous, data-driven operating cadence to monitor, measure and act on key KPIs.
  • Embrace a “customer centric” view of the end-to-end experience across all support channels and across the full life cycle of support: case intake, case management, case resolution, escalation and incident management.
  • Embrace an innovation mindset experimenting with new technologies and ways of working that drive operating efficiencies and deliver exceptional customer experience.
  • Partner with implementation and customer success teams to ensure alignment on operating model and a seamless customer experience.
  • Partner with business unit and product line leaders on support strategy and execution.  
  • Develop and implement plans to advance our capabilities in tiered/premium service levels. 
  • Develop and implement plans to improve knowledge management practices. 
  • Attract, develop and retain a dynamic, client-centric service team with a strong focus on developing new talent in our university talent program, the Morningstar Development Program.
  • Expand existing training and enablement programs to build a robust onboarding and ongoing talent development program.  
  • Manage key operational and administrative responsibilities including budget management, reporting, forecasting, vendor management, etc.

 

Requirements:

  • 15+ years of related leadership experience in customer support in a B2B software, technology or technology-enabled services firm.
  • Deep experiences with multi-channel customer support, call center operations and associated processes and technologies.   
  • Highly effective at operating in a matrix organization.
  • Proven people development and coaching skills.
  • Experience in implementing and managing large scale transformation projects.  
  • Proficiency with Salesforce.com, ServiceCloud, Tableau, Jira and other leading customer support technologies.
  • Bachelor’s degree; MBA or other advanced degree/accreditation is strongly preferred.

 

 

001_MstarInc Morningstar Inc. Legal Entity

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • D3JSLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Backbone.jsFrameworks
    • Ember.jsFrameworks
    • ExpressFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • PlayFrameworks
    • SpringFrameworks
    • Maria DBDatabases
    • MemcachedDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

22 W. Washington , Chicago, IL 60602

An Insider's view of Morningstar

What does your typical day look like?

Every day is a little different. Our team is focused on POC (Proof of Concepts). My work involves problem-solving, development and software design. I work on the Data collections team, currently most of this involves, on a high level, automating the process currently used to collect data from raw sources through Machine Learning.

Upasna

Software Engineer, Data Collections - AI R&D

How does the company support your career growth?

We believe in promoting from within, based on previous impact to the team. Whenever possible, we will stretch our employees to take on expanded roles that aligns with the career progression they are interested in.

Jeff

Head of Technology and Product

What are Morningstar Perks + Benefits

Morningstar Benefits Overview

At Morningstar, your contributions have meaning and can drive change. Across our 27 offices worldwide, we’ve invested in fostering a community where talented, driven people can grow. Our entrepreneurial spirit and uncompromising ethics guide everything we do. It’s all in the name of empowering investors. Morningstar is proud to offer a comprehensive benefits package to eligible, full-time employees in the United States who work a minimum of 30 hours per week. Our benefits are designed to invest in your -- and your family's well-being, including investments in your health and financial future.

Culture
Volunteer in local community
Morningstar encourages our colleagues to become involved in their communities, by providing paid time off for volunteer activities.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Morningstar encourages unconscious bias training for all employees, especially managers and hiring personal. We believe that by raising awareness of bias we can decrease its effects.
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Morningstar offers two Flexible Spending Accounts (FSA)— one for healthcare expenses and one for dependent care expenses. You may enroll in both $ determine the contribution amount.
Disability Insurance
Dental Benefits
Our dental plan covers 100% of preventive services, 80% of basic services, and 50% of major services.
Vision Benefits
With Morningstar's vision benefits you can get an annual eye exam with an in-network provider with just a $10 copay.
Health Insurance Benefits
Morningstar continues to offer the choice of two medical plans—the Savings Plan and the Classic Plan. Both are administered by Blue Cross and Blue Shield of Illinois (BCBS).
Life Insurance
Morningstar offers 4 tiers of life insurance that offer varying benefits. Basic Life insurance is equal to 1 times an employee's annual salary.
Wellness Programs
Mental Health Benefits
Our insurance covers 80% on in-network mental health services. Our Employee Assistance Program provides no-cost, confidential, 24-hour counseling on a wide variety of issues.
Retirement & Stock Options Benefits
401(K)
Take advantage of a number of Morningstar tools to help you manage your 401(k) account and your finances, including Morningstar Retirement Manager, available to you at no cost.
401(K) Matching
Morningstar provides employees with a 401(k) matching plan managed. We match $0.75 for every dollar contributed, up to a maximum of 7% of employee pay contributed to the plan each pay period.
Company Equity
Morningstar’s global employee equity benefit, Shared Ownership, enables you to take a portion of your bonus payout and exchange it for RSUs, with Morningstar providing an additional 50% match.
Employee Stock Purchase Plan
Colleagues who exceed their performance goals substantially may be eligible for Impact RSU Awards as an additional reward on top of their cash bonus/commission award.
Performance Bonus
Match charitable contributions
Morningstar's Matching GIfts program will match your charitable giving up to the local currency equivalent of $500 USD per calendar year.
Child Care & Parental Leave Benefits
Child Care Benefits
Morningstar offers the option of in-home child and elder care, in addition to the existing day care center back-up care benefit.
Generous Parental Leave
Morningstar has a global minimum of 6 weeks paid time-off to bond with new family members. This benefit applies to all individuals equally, including birth mothers, fathers, adoptive parents.
Flexible Work Schedule
Morningstar provides employees with a flexible work schedule that includes Summer hours, Work from home, Flexible start and end times.
Remote Work Program
The safety of our employees is very important to us. We have been operating remotely due to COVID-19.
Family Medical Leave
Eligible employees may take up to 12 weeks of job-protected, unpaid leave per year for certain specified reasons, and up to a total of 26 workweeks of leave to care for a family member.
Adoption Assistance
We reimburse up to 80% for eligible adoption expenses, up to $4,000 per adoption, in addition to a minimum of 6 weeks paid time off.
Return-to-work program post parental leave
Company sponsored family events
Morningstar sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Our employees receive 2 days per year of paid volunteer time.
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Compensation at Morningstar is more than a salary. It’s about making positive contributions to both life and work. We give our diverse workforce the choice and flexibility they need to maintain their health, retirement plans, time, and professional growth.

More Jobs at Morningstar67 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
Internships
Marketing
Operations
Product
Project Mgmt
Sales
Developer
new
Chicago
Internships
new
Chicago
Product
new
Chicago
Project Mgmt
new
Chicago
Product
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Operations
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Sales
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Data + Analytics
new
Chicago
Design + UX
new
Chicago
Design + UX
new
Chicago
Marketing
new
Chicago
Developer
new
Chicago
Finance
new
Chicago
Finance
new
Chicago
Developer
new
Chicago
Project Mgmt
new
Chicago
Design + UX
new
Chicago
Finance
new
Chicago
Project Mgmt
new
Chicago
Product
new
Chicago
Operations
new
Chicago
Developer
new
Chicago
Data + Analytics
new
Chicago
Data + Analytics
new
Chicago
Developer
new
Chicago
Data + Analytics
new
Chicago
Internships
new
Chicago
Developer
new
Chicago
Marketing
new
Chicago
Data + Analytics
new
Chicago
Finance
new
Chicago
Developer
new
Chicago