Manager I – Client Services Operations | Kroll, Mumbai, India

Job Description

Summary

Kroll is hiring a Manager I – Client Services Operations in Mumbai, India to lead and manage AML/KYC operations, data analytics, and research across multiple accounts. This mid-level managerial role offers the opportunity to supervise a team of analysts, drive operational excellence, ensure regulatory compliance, and implement best-in-class processes. Ideal candidates have 12–15 years of experience in financial crime compliance, KYC/AML operations, or risk management, with at least 5–8 years of team leadership experience. As a Kroll Operations Manager, you will oversee project execution, workflow optimization, stakeholder management, and employee development while ensuring high-quality deliverables and regulatory adherence.

Job Details at a Glance

Key Responsibilities

Operations Management

• Lead internal and external projects (4–5 large accounts) by gathering requirements, allocating resources, and tracking progress for timely, high-quality delivery.
• Serve as subject matter expert (SME) and point-of-contact for team members.
• Conduct quality assurance reviews and generate insightful reports.
• Stay updated on AML/KYC regulatory changes and communicate required procedural updates.
• Implement and monitor daily KPIs, capacity planning, and timecard management.
• Ensure smooth project onboarding and knowledge transfer within teams.

Workflow & Governance

• Manage effective workflow and operations, identifying automation opportunities.
• Maintain governance and compliance per Kroll policies.
• Ensure data accuracy and quality >99% and maintain CSAT scores ≥4.5.
• Conduct root cause analyses (RCAs) for productivity and quality improvements.

Team Leadership & Development

• Lead a team of 15+ analysts and 1–2 team leads, including Quality Control staff.
• Establish SMART goals, resource allocation, and mentorship programs.
• Conduct performance reviews, career development planning, and ensure employee engagement.
• Maintain team attrition <10% and identify early warning signals (EWS) for senior leadership.
• Drive training programs, upskilling, and knowledge sharing initiatives.

Collaboration & Client Engagement

• Build strong relationships with peers, stakeholders, operational leadership, and clients.
• Assist in client onboarding and project transitions, including team training.
• Collaborate cross-functionally to enhance process efficiency and service quality.

Process Improvement & Innovation

• Assist in process enhancement projects for efficiency, cost savings, and automation.
• Encourage team ideation and social engagement initiatives to boost morale and collaboration.

Skills & Qualifications

• Degree in Finance, Business Administration, or Law (preferred).
• 12–15 years of experience in KYC/AML, financial crime compliance, or risk management.
• 5–8 years of experience managing teams, projects, and stakeholders.
• Strong understanding of global regulatory frameworks (FATF, USA Patriot Act, EU AML Directives, GDPR, FCA, Asia-Pacific AML regulations).
• Excellent analytical, investigative, problem-solving, and decision-making skills.
• Strong organizational, project management, and time-management skills.
• Exceptional communication and stakeholder management skills.
• Proficient in MS Excel, Word, PowerPoint, reporting tools, and MS Dynamics.
• CAMS, CKYCA, or GO-AKS certifications preferred.

Why Join Kroll?

• Lead high-impact projects in global financial crime compliance and KYC operations.
• Collaborate with cross-functional teams and senior stakeholders.
• Work in a dynamic, diverse, and inclusive environment that fosters career growth.
• Gain exposure to cutting-edge processes, analytics tools, and regulatory frameworks.

Apply Now

Submit your application for the Manager I – Client Services Operations role via Kroll’s official careers page:

Apply Here – Kroll Careers