Team Lead – Client Services

Team Lead – Client Services

Our client, a City based Investment Management firm our looking to recruit a Team Leader within their Client Services department. As the Team Lead, you will oversee a dynamic team responsible for implementing, training and retaining clients of our client. You will be tasked with hiring, training, and coaching the individuals that serve as the face and voice of our client while ensuring the highest quality of service is offered.

Main responsibilities will include;

* Manage day-to-day operations for the team in the UK office.
* Facilitate team member growth and achievement of individual and departmental goals through coaching and mentoring.
* Manage a set of UK Clients by promoting product usage, maximizing client retention, helping companies integrate Morningstar products with their workflows and converting Product trials.
* Develop and monitor policies and procedures, operating structure, information flow, etc.
* Work cross-functionally with development, Data, Application Services and Corporate IT teams to solve complex issues and communicate product enhancements and updates.
* Apply a professional, timely, and proactive approach to escalated client issues and calls.
* Ensure the implementation of on-going training programs for the team.
* Demonstrate and promote strong client advocacy.
* Collaborate with Global Product Support team managers, global Client Solutions Consultant leaders, and Direct product management.
* Maintain a working knowledge of the features, benefits and functionality of our client’s products, and serve as a resource to team members.
* Provide and facilitate pertinent corporate, inter-departmental, and departmental communications as necessary.

To be considered for this position, ideal candidates must meet the following requirements;

* Detail-oriented and self-starter with an enthusiasm to drive support processes and knowledge sharing improvements
* At least 1-3 years of client service experience
* A team player with strong knowledge of the fund industry and client reporting concepts
* Excellent communication, organizational and time management skills, with an emphasis on critical thinking and strong attention to detail
* Knowledge of the investment and competitive landscape and market trends impacting our clients
* Experience with data, internal systems and development processes
* Experience with quality management methodologies including but not limited to Agile & LEAN is a plus
* Bachelor’s Degree is required

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