Associate Team Lead

Reporting to Team Lead / Process Manager. Associate Team lead oversees day-to-day Accounts receivable - Collection of Morningstar Global business in a process oriented and disciplined manner. Typically, the Associate Team Lead works closely with his or her team, as well as with the on-shore-based stakeholders to ensure that all the agreed deliverables from the team are met, and that the team is fully equipped in terms of training and documentation. The Associate Team Lead will be responsible for establishing his or her teams' goals and aligning them with the organization's overall goals and objectives. He or she will be accountable for ensuring and improving the performance, productivity and efficiency of the teams and the delivery of the operational performance KPIs. This position is based in our Mumbai office.
Responsibilities:

• Assist in managing and developing a team of 9+ by providing clear direction, establishing SMART goals, and optimizing resource allocation.
• Support the Collections Team in managing a group of collections specialists.
• Act as the first point of escalation for team members.
• To prepare monthly collection targets and evaluate each collector's performance based on there collection.
• To take ownership in reducing DSO and control over 30- or 60-days outstanding customers.
• Should also manage top customers and maintain good relationship.
• Help develop standard operating procedures (SOPs) and update documentation as needed.
• Work with cross-functional teams (e.g., Billing, Sales, Customer Success) to address systemic issues.
• Analyse customer payment behaviour trends and flag potential risks.
• Working closely with multiple global teams and across various functions. Participate regularly in global calls and meetings.
• Assist the team to identify and eliminate roadblocks by partnering with Stakeholders.
• Should be able to research complex projects leading to actionable recommendations and solutions.
• Fair knowledge on both upstream and downstream.
• Assist in promoting LEAN Six Sigma tools and methodologies as an analyst framework for assessing the root cause of issues and improving processes.
• Ensure appropriate methods and techniques to improve and maintain the highest quality standards in the data collected by the team!
• Acts as main point of contact for his or her entire team for all questions, comments, and concerns.
• Tracks, measures, and reports on agreed daily, monthly and quarterly metrics to all stakeholders.
• Provides coaching and training to team members as appropriate and according to the specific needs of the individual and the group.
• Identifies areas for improvement across the team and proactively takes steps to improve upon these weaknesses by offering ideas for individual and group training and conducting or arranging individual and group training sessions as appropriate.
• Sets goals and priorities for the individuals in the team in consultation with supervisor.
• Effectively motivates and rewards the team insuring good overall morale.
• Conducts performance reviews of each team member and explains/sets career development paths and opportunities for team members.
• Monitors researcher availability to guarantee minimum staffing requirements are met/exceeded.

Daily Job Responsibilities/Deliverables:

• Hold sessions with the team to communicate any changes, issues, procedures, or reminders.
• Communicate any questions, issues, or recommendations with regards to process, workflow, technology, methodology, team morale etc. all stakeholders.
• Operational matters
• Accept/reject leave requests.
• Provide floor support by answering questions, solving issues that come up throughout the day and observing the dynamics of the team.
• Monitor production and quality for all researchers onsite
• Ensure adequate engagement levels of the staff to drive business results

Competencies

• Attention to Detail
• Methodical Problem-Solving Skills
• Analytical (Must be able to interpret data and analytics in an operations environment)
• Excellent Organization Skills (Email, Task Management, Follow-up)
• Ability to Motivate and Build Relationships with Others
• Ability to Both Take and Give Direction & Criticism
• Willing and excited about working with and developing Team Members
• Honesty & Integrity

Requirements:

• Bachelor/master's degree in finance/business with an exceptional academic record
• 5+ years of professional work experience at various levels of seniority in collections.
• Strong people and project management skills.
• Ability to effectively communicate with local and international teams.
• Proven experience optimizing processes.
• Eager and ready to work in a high-performance culture.
• Ability to take calls early or late nights once or twice a week
• Prior experience leading teams of 10+ people will be an additional advantage.
• Demonstrated ability to develop talent.

Morningstar is an equal opportunity employer.
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.
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