About the role: The Client Service Operations ("CSO") function supports the "smart, fast, nice" principle by creating, maintaining, and continually improving the internal service environment and infrastructure, so that client-facing service personnel can worry less about our service data, processes, and systems, and more about proactive and interpersonal client service. Client Service Operations employees seek to understand current service processes/systems, traffic patterns, and quality levels; envision a future goal state; and work continually toclose the gap between the two.They are adept at balancing the needs of tactically eliminating obstacles while strategically implementing an environment/infrastructure that supports long-term goals. Client Service Operations employees are heavily focused on metrics and analytics, process improvements, staying in touch with trends in service technology, closely collaborating with our Data, Product and IT teams, and developing expertise in process best practices like LEAN, ITIL and Six Sigma.Job responsibilities:Supports the Operations Manager in championing our Client Service culture of employee development and process improvement.Responsible for documentation and maintenance of case management console support materials.Oversees delivery of all internal Client Operations training materials.Partners with QA Manager to coordinate internal service quality programs.Assists Operations Manager in Business Continuity planning related to people and process.Champions cross-functional transparency through day-to-day management of Observation Program.Manages "work item" cases within case management console.Participates in cross-functional business requirement gathering for future integration projects/programs.Monitors KPIs and performance dashboards and identifies process improvement opportunities.Remains current with internal and external changes and understands impact to process, systems and support materials for all service teams.Assists in efforts to win national awards and certifications related to our industry and business.Qualifications:Typically has 1-3 years of experience in process, project management, or systems administration, or a service operations sub-discipline.Nice to have:Content management experience.Morningstar's hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We've found that we're at our best when we're purposely together on a regular basis, at least three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.#J-18808-Ljbffr
