Senior Manager – Client Services Operations | Kroll Careers Mumbai

Job Description

Summary

Kroll is seeking an experienced Senior Manager – Client Services Operations to lead and manage high-performing teams in Mumbai. This role is ideal for professionals with deep expertise in AML/KYC operations, financial crime compliance, and risk management, combined with strong leadership, stakeholder management, and project oversight skills. The Senior Manager will drive operational excellence across multiple accounts, optimize workflows, enhance client satisfaction, and mentor team managers, data analysts, and quality control specialists. This is a high-impact position offering the opportunity to shape operational strategy and contribute to global financial services initiatives.

Job Details at a Glance

Key Responsibilities

• Lead 6–8 large accounts by gathering project requirements, allocating resources, and ensuring timely delivery with >99% quality.
• Act as a Point of Contact (POC) for stakeholders, leveraging domain knowledge of business, processes, and projects.
• Oversee project timelines, identify potential risks, and implement mitigation strategies.
• Partner with business units for process transitions, fostering connections locally and globally.
• Conduct capacity/FTE planning in coordination with the Managing Director.
• Define, track, and report on Key Performance Indicators (KPIs) and operational metrics.
• Design and maintain real-time dashboards for workflow monitoring and efficiency.
• Drive workflow automation, operational improvements, and resource optimization.
• Foster cross-functional collaboration to achieve business objectives.
• Lead client satisfaction initiatives, maintain a CSAT score ≥ 4.5, and implement service recovery when required.
• Manage and mentor team managers, data analysts, and quality control analysts with clear direction, goal-setting, and career development guidance.
• Conduct performance reviews, monitor attrition (<10% p.a.), and address Early Warning Signals (EWS) promptly.
• Ensure employee engagement, targeting Pulse survey scores ≥ 80%, and execute improvement action plans.
• Uphold governance, compliance, and Kroll policies across the team.

Required Skills & Competencies

• Expertise in AML/KYC processes, financial crime compliance, and risk management.
• Strong knowledge of global regulatory frameworks: FATF, USA Patriot Act, EU AML Directives, GDPR, Asia-Pacific AML Regulations, FCA.
• Excellent analytical, investigative, and problem-solving skills.
• Outstanding decision-making, strategic planning, and time-management abilities.
• Proven experience in people and project management, stakeholder engagement, and operational leadership.
• Strong proficiency in MS Excel, Word, PowerPoint, and reporting tools.

Qualifications

• Bachelor’s degree in Finance, Business Administration, or Law preferred.
• 15–18 years of experience in financial crime compliance, KYC/AML operations, or risk management, including 8–10 years in team leadership.
• Preferred certifications: CAMS, CKYCA, or GO-AKS.

Why Join Kroll

• Lead global AML/KYC and risk management operations with high visibility.
• Drive operational excellence and workflow optimization across multiple accounts.
• Mentor and develop high-performing teams, fostering career growth and employee engagement.
• Collaborate with global teams and stakeholders, enhancing professional experience in financial services.
• Work in a diverse and inclusive environment that values innovation, accountability, and excellence.

Apply Now

Start your career as Senior Manager – Client Services Operations in Mumbai and make an impact on global financial services operations at Kroll.

👉 Apply Now on the Official Kroll Careers Page