Indexes Client Experience Analyst

Morningstar

  • Toronto, ON
  • Permanent
  • Full-time
  • 9 days ago
The Group:Morningstar Indexes delivers innovative indexing solutions, empowering investors to measure and benchmark global markets and asset classes. With a focus on equity, bond, and asset allocation indexes, our products support clients at every stage of their investment journey—market monitoring, benchmarking, asset allocation, and portfolio construction. We are committed to providing exceptional service and reliable solutions to our global clients.The Role:Morningstar Indexes is seeking a highly skilled and client-focused professional to join its Global Index Operations team as a Indexes Client Experience Analyst. This role is dedicated to delivering an exceptional client experience by leveraging expertise to address client needs and fostering strong relationships through efficient problem-solving and proactive support.The position involves providing advanced service support to internal and external clients by delivering data, research, and analytics for Morningstar's extensive suite of indexes. As a client advocate, you will ensure prompt and accurate responses to inquiries, offer actionable insights, and lead initiatives to enhance client satisfaction. Additionally, the role encompasses operational oversight, process improvement, and close collaboration with global teams to ensure seamless service delivery.Candidates should be open to a shift rotation schedule and will need to work outside regular office hours to meet client and operational demands. This shift is 11:30am CT - 7:30pm CT. This position is base in our Toronto office.Key Responsibilities:
  • Respond to client inquiries related to index data, methodology, and performance with accuracy and professionalism
  • Ensure timely and reliable delivery of index files and product documentation
  • Draft and send client notifications regarding index changes, corporate actions, or service updates
  • Monitor and maintain data delivery processes to ensure consistency and quality
  • Collaborate with internal teams to troubleshoot and resolve client-reported issues
  • Identify opportunities to improve service workflows and contribute to process enhancements
  • Maintain up-to-date records of client interactions and service activities
  • Support documentation updates and ensure training materials are current and accessible.
  • Partner with clients to gather feedback, identify areas for improvement, and implement changes that enhance the overall client experience.
  • Lead service-oriented projects, ensuring alignment with client needs and strategic goals.
  • Mentor junior team members, fostering a culture of excellence and continuous learning within the Client Services team.
  • Promote and implement innovative processes, such as automation, to streamline workflows and improve service delivery efficiency.
  • Manage website maintenance and client notifications to ensure timely updates and accurate information dissemination.
Qualifications:
  • A bachelor’s or master’s degree in Engineering, Finance, Management, Economics, or a related field, with strong client service acumen.
  • 4–6 years of experience in a client-facing role, preferably within the financial services industry.
  • Progress toward or completion of the CFA designation is highly desirable.
  • Advanced proficiency in MS Office; familiarity with SQL and data visualization tools (e.g., Tableau, Power BI) is advantageous.
  • Exceptional interpersonal and communication skills, with a proven ability to build and maintain strong client relationships.
  • Demonstrated ability to lead service improvement initiatives and deliver results under tight deadlines.
  • A passion for delivering excellence in client service and a commitment to Morningstar's mission of empowering investor success.
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.

Morningstar