About the Role
We are looking for an experienced client service team manager to lead the newly formed Client Support Team. The team will be providing day-to-day first line support to about 600 investor clients.
The team currently consists of three client support representatives who are undergoing training. The team will be expanded to 8 client support representatives by the summer of 2022, at which time we also expect the team to formally launch and become directly client facing.
Our philosophy is to provide an effortless customer experience. The team measures its success through the number of client requests successfully handled and the turnover time of a client request.
Key tasks for the Team Lead will be to build the team, train support reps, implement workflows, oversee the development of technical tools (e.
g. ticketing system), build strong relations with partner teams, set high standards for customer interaction, and report on team KPIs.
You Will :
This position will allow you to obtain experience in the responsible investment industry, enhance your customer service exposure, and further hone your team building skills, with opportunities for quickly taking on new responsibilities.
We are looking for a strong people manager with experience in customer service, process excellence, and data intelligence.
Team management :
Client support :
Automation and data intelligence :
Sustainalytics is a Morningstar company dedicated to responsible investment with over 25 years' experience in ESG research and ratings.
With an extensive client base across asset managers, asset owners and investment banks, our mission is to provide the insights required for investors and companies to make more informed decisions that lead to a more just and sustainable global economy.
As Morningstar’s ESG center of excellence we are responsible for driving both the commercial success and innovation of its ESG products as well as its overall ESG strategy.
In these times, we rely on virtual team meetings and management practices, as well as a remote buddy program, to support a smooth integration in our virtual offices.
New team members are onboarded and start their first day with the company from the safety of their homes.
For more information, visit www.sustainalytics.com