Associate Director, Client Relations
Sustainalytics
Bucharest
4 zile în urmă

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 :

  • Work in an international environment, leading a team of client support representatives in Europe and North America.
  • Build your team from scratch to a successful launch, and scale the team further in the coming years.
  • Empower your team to provide an effortless customer experience through standardization and automation of business processes, as well as leveraging data intelligence.
  • 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 :

  • Provide strategic vision and business planning for the team
  • Manage client representatives, taking responsibility for their growth and development
  • Lead team meetings, provide direction and foster team spirit
  • Track team KPI performance and report to upper management as needed
  • Represent the team in various cross-functional settings
  • Client support :

  • Ensure strong collaboration with Client Advisory for a smooth client experience
  • Monitor client interactions and coach or intervene where needed
  • Oversee and direct team initiatives to improve the customer experience
  • Ensure standardization of client interactions through clear rules and protocols
  • Serve as the escalation point for difficult client interactions.
  • Automation and data intelligence :

  • Spearhead enhancement of technical tools to facilitate efficient, standardized, and where possible automated client interactions
  • Ensure data capture in our client relations management (CRM) system
  • Oversee and direct the creation of data analysis & reporting mechanisms that exhibit team performance and client health, in support of strategic decision-making
  • Qualifications

  • At least eight years’ relevant experience, including several years in customer service
  • Direct client facing experience, preferably in the financial services industry
  • Ability to speak directly to clients when needed and set team standards for customer service
  • Strong people management experience
  • Ability to lead teams through fast-paced growth and change while ensuring team morale
  • Experience working with ticketing software or similar
  • Experience with business process optimization approaches like Lean Six Sigma
  • Advanced data intelligence skills (Excel, PowerBI)
  • Passion for sustainability, ESG and responsible investing
  • Flexibility to work outside of standard office hours when needed
  • About Us

    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

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