Director, Global Level II Support & Service Excellence

Morningstar; Chicago (IL); Hybrid; USD 166,000 - 254,000; Full time

Benefits offered by this job

401k match

Health benefits

Wellness incentives

Sabbatical program

Tuition reimbursement

Mentorship opportunities

Volunteer program

Job summary

Morningstar is seeking a Director of Level II Support to lead a global, cross-functional practice across all products, geographies, and client segments. The role aims to optimize the client service experience by ensuring timely issue resolution and continuous process improvement, with a Chicago-based office and four days per week in the office.

The incumbent will build and govern the Level II program, define roles and responsibilities, develop team-wide KPIs, and manage feedback loops with Level

Qualifications

• Excellent writing, communication, problem solving, organizational, and analytical skills.
• A bachelor’s degree is required.
• MBA is a plus.

Responsibilities

• Establish monitoring across all Level II teams globally to ensure cycle time requirements are met and work on improvements when levels are not met.
• Work with existing Level II teams to ensure success and implement best practices.
• Work closely with all product areas to understand current state of Level II and work towards developing Level II groups where needed.
• Foster a sense of community among Level II groups and dedication to groups mission.
• Work closely with all Level I group leaders to ensure constant improvement to reduce number of tickets submitted and quality of submission.
• Establish knowledge base supported by all Level II analysts to help reduce ticket submission.

Skills

Leadership

Communication

Problem solving

Organizational skills

Analytical skills

Independent work

Time management

Investment industry knowledge

Managing multiple priorities

Familiarity with Morningstar products

Education

Bachelor's degree

MBA

Job description

Morningstar is seeking a Director of Level II Support to lead a global, cross-functional practice across all products, geographies, and client segments. The role aims to optimize the client service experience by ensuring timely issue resolution and continuous process improvement, with a Chicago-based office and four days per week in the office.

The incumbent will build and govern the Level II program, define roles and responsibilities, develop team-wide KPIs, and manage feedback loops with Level