Senior Manager – Client Services Operations | Kroll, Mumbai, India
Job Description
Summary
Kroll is seeking a Senior Manager – Client Services Operations in Mumbai, India to lead and optimize enterprise service delivery and automation initiatives. This leadership role is designed for professionals with extensive experience in operations management, process improvement, and automation technologies. The ideal candidate will drive efficiency, enhance customer satisfaction, implement automation strategies such as RPA, AI, and machine learning, and mentor high-performing teams. Join Kroll to play a pivotal role in delivering innovative client solutions and advancing operational excellence.
Job Details at a Glance
| Title | Senior Manager – Client Services Operations |
|---|---|
| Location | Mumbai, India |
| Department | Client Services / Operations |
| Experience Required | 15+ years |
| Education | Bachelor’s or Master’s degree; CFA or process improvement certifications preferred |
| Shift | Standard Business Hours / Hybrid |
| Tools & Technologies | RPA, AI, Machine Learning, Automation Platforms |
| Apply Link | Kroll Careers |
Key Responsibilities
Strategic Leadership
- Redesign and implement service delivery and automation strategies aligned with business objectives.
- Identify opportunities to streamline processes and reduce manual effort using RPA, AI, and machine learning.
Service Delivery Management
- Oversee end-to-end service delivery operations, ensuring SLAs and KPIs are met.
- Lead problem management and root cause analysis initiatives to enhance service reliability.
- Track performance metrics and implement corrective actions to improve service efficiency.
Automation & Technology
- Lead the adoption and deployment of automation solutions across operations.
- Collaborate with stakeholders and technical teams to integrate automation tools seamlessly into workflows.
- Drive value-added service improvements using innovative technology solutions.
Team Leadership & Development
- Mentor and motivate a high-performing team of service delivery and automation professionals.
- Foster a culture of continuous improvement, collaboration, and professional growth.
Stakeholder & Risk Management
- Build strong relationships with clients, vendors, and internal stakeholders.
- Identify and mitigate risks related to service delivery and automation, ensuring compliance with regulations.
- Ensure all services are delivered efficiently, meeting or exceeding client expectations.
Budget & Resource Optimization
- Manage budget and resources for service delivery and automation projects.
- Optimize resource allocation for cost-efficiency and maximum impact.
Required Skills & Competencies
- Strategic leadership and team management skills.
- Strong analytical, problem-solving, and decision-making abilities.
- Excellent communication and stakeholder engagement skills.
- Customer-focused mindset with ability to prioritize client satisfaction.
- Proficiency in automation technologies and process improvement methodologies.
- Adaptable, resilient, and committed to continuous learning.
Qualifications
- 15+ years of operational experience, ideally in financial services, client services, or automation initiatives.
- CFA, Lean Six Sigma, or other process improvement certifications preferred.
- Proven experience in service delivery management, automation implementation, and performance monitoring.
Why Join Kroll?
- Lead innovative service delivery and automation initiatives in a global advisory firm.
- Work with cross-functional teams and gain exposure to diverse clients and industries.
- Collaborative environment supporting career growth, learning, and professional development.
- Contribute to complex governance, risk, and transparency projects.
Apply Now
Interested candidates can apply for the Senior Manager – Client Services Operations role in Mumbai, India via Kroll’s official careers portal: