Lead, Client Services Operations

This is a mid-level supervisory position with potential for growth. The ideal candidate will be a proactive critical thinker. Candidate must be detail oriented, work at a good pace, be able to work independently and willing to work long hours (as necessary). Utilizes subject matter expertise to identify and perform quality assurance reviews and generate reports summarizing results.

The day-to-day responsibilities include but are not limited to:

Operations Management

• Lead various internal/external projects (at least 2 to 3 large accounts) by gathering project requirements and identify appropriate resource needs and track overall project progress to ensure timely completion of targets and final delivery at all times with min AHT and >99% quality.

• Possess excellent domain knowledge of the business, process and projects and act as team level SME/POC for team members.

• Lead and execute extensive research and analysis on company, industry, sectors and economy.

• Perform research and analysis using market data from various platforms like S&P Cap IQ, Bloomberg, Refinitiv, Pitchbook etc.

• Perform through Quality check on the research and analysis performed by team member and ensure successful delivery of final output.

• Highlight any potential challenges to the process and delivery and come up with creative solutions and out-of-the-box ideas to resolve the same.

• Contribute to at least 30% to 50% of production, QC targets to ensure successful delivery of projects as a team.

• Ensure timely follow up on upcoming projects and provide timely updates during live project runs and highlight red flags proactively

• Ensure timely updation of Ms dynamics and any other tools, reports, regular updates by self and team members

• Identify and escalate operational challenges using defined processes and judgment.

• Work on the capacity/FTE estimation in coordination with SMs

• Define, Track, measures, and report on agreed key performance indicators to relevant stakeholders

• Design and develop operational dashboards with real-time/ daily metrics to track & monitor metrics.
• Ability to work without close supervision and be self-sufficient at work.

• Serve as a backup for Managers in their absence

Workflow Management

• Ensure effective workflow and operations management including Monday Board and identify opportunities for workflow automation

Governance

• Manage WFH, absenteeism, resource demands, competing priorities.

• Ensure appropriate governance for your team and adherence to kroll policies.

• Ensure appropriate controls, methods and techniques to improve and maintain the highest quality standards >99% in the data collected by the team.

• Conduct RCAs for productivity and quality and ensure necessary execution of necessary action items

Team Management

• Lead and manage a team of 15+ data analysts, and Quality control analysts effectively by providing clear direction, establish SMART goals, and optimize resource allocation.

• Regular check-ins and constant support with mentoring and feedback and Conducts performance reviews of each team member and explains/sets career development paths and opportunities for team members.

• Keep Team Attrition < 10% p.a and Identify potential EWS and highlight the same to Senior leadership promptly.

• Employee Experience and Development: Ensure Pulse survey score is 80% and above. Come up with action Items and execute the same.

• Encourage everyone to have a voice and invite opinion from all, including quieter members of the team.

Collaboration

• Look for cross functional collaboration along with assisting leadership in coordinating work activities with other supervisors, managers, and departments.
• Assist in client onboarding and smooth transition of projects including training team members.
• Build and maintain strong relationship with peers, operational leadership, clients and stakeholders and ensure client delight.

Training

• Improve the existing training module/plan including SOPs/checklist and all transition document is developed and upto date and signed-off from BU/client.

• Ensure effective execution of training plan for NHs and existing members as per the requirement to bridge gap, if any to ensure resources are trained and well prepared before the project Live runs.

• Identify skill gaps in analysts and put efforts to upskill to enhance the team's skill sets.
  

Social Engagement

• Ensure team bonding and engagement at team and org wide level.

Ideation

• Assist and drive process enhancement and improvement which reduces time or is cost benefit.

Essential traits:

• Qualification: MBA in Finance.
• 5+ years of operations experience in financial research / analysis and a passion for data.
• 5+ years of experience in supervising teams, including training team members, reviewing their output and providing constructive feedback.
• Extensive experience in navigating and usage of market platforms like S&P Cap IQ, Bloomberg, Pitchbook, Refinitiv etc
• Strong Financial knowledge and familiarity with accounting concepts and financial statements.
• Excellent communication skills.
• Strong decision-making and strategic planning skills
• Strong people and project management skills
• Strong Stakeholder management skills including peers, operational leadership and project BUs.
• Excellent working knowledge on MS Excel, Word, Presentation and Reporting skills

About Kroll

In a world of disruption and increasingly complex business challenges, our professionals bring truth into focus with the Kroll Lens. Our sharp analytical skills, paired with the latest technology, allow us to give our clients clarity—not just answering all areas of business. We value the diverse backgrounds and perspectives that enable us to think globally. As part of One team, One Kroll, you’ll contribute to a supportive and collaborative work environment that empowers you to excel.

Kroll is the premier global valuation and corporate finance advisor with expertise in complex valuation, disputes and investigations, M&A, restructuring, and compliance and regulatory consulting. Our professionals balance analytical skills, deep market insight and independence to help our clients make sound decisions. As an organization, we think globally—and encourage our people to do the same.

Kroll is committed to equal opportunity and diversity, and recruits people based on merit.

In order to be considered for a position, you must formally apply via careers.kroll.com

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