Senior Manager, Operations

2 weeks ago

Delhi, India Kroll Full time

Job Description

Responsibilities:

Service Delivery Excellence

- Own and enhance service delivery frameworks across consulting support functions
- Monitor and improve delivery KPIs such as SLA adherence, turnaround time, and quality metrics
- Partner with delivery leads to identify performance gaps and implement corrective actions
- Drive client-centricity and operational agility across service lines

Process Mapping & Optimization

- Lead detailed process diagnostics using SIPOC, swimlane diagrams, and value stream mapping
- Identify inefficiencies, redundancies, and automation opportunities across delivery workflows
- Standardize and document best-in-class processes for scalability and compliance

Technology Enablement

- Partner with digital teams to implement automation solutions (e.g., RPA, low-code platforms, workflow orchestration)
- Leadership:Inspiring and motivating teams, fostering a positive work environment, and setting clear performance expectations.
- Communication and Stakeholder Management:Excelling in verbal and written communication to effectively interact with stakeholders at all levels, actively listening to client requirements, and conveying information clearly.
- Problem-Solving and Decision-Making:Strong analytical skills to identify problems early and develop effective solutions while considering potential impacts on stakeholders and project outcomes.
- Customer Focus:Prioritizing customer satisfaction, actively seeking feedback, and continuously refining service offerings to meet evolving demands.
- Adaptability and Resilience:Embracing change, adapting to shifting project requirements, and maintaining momentum even in challenging situations.
- Continuous Improvement:A commitment to continuous learning and staying informed about the latest trends, tools, and methodologies in service management.
- Teamwork and Collaboration:Working effectively in collaboration with team members and stakeholders to achieve shared goals.

Required Experience & Qualifications

- 10 15 years of experience in service delivery, process improvement, or operational excellence roles within a GCC or consulting environment
- Preferably Certified Lean Six Sigma Black Belt or Master Black Belt
- Strong experience in process mapping, reengineering, and performance measurement across finance and risk domains
- Familiarity with automation tools (e.g., UiPath, Automation Anywhere), BPM platforms (e.g., Appian, Pega), and process mining technologies
- Excellent facilitation, stakeholder management, and change leadership skills
- Bachelor s degree in engineering, Business, or related field; advanced degree preferred

Preferred Attributes

- Strategic thinker with hands-on execution capability
- Strong storytelling and visualization skills to influence senior stakeholders
- Passion for innovation and digital transformation
- Ability to work across cultures and global teams

What We Offer

- A high-impact role in shaping service delivery and operational excellence across global consulting support
- Access to cutting-edge tools and technologies for process transformation
- Collaborative culture with opportunities for leadership and growth
- Competitive compensation and continuous learning support

Relevant Experience:

- Over 15 years of operational experience in financial research / analysis and automation.

Preferred:

- CFA and or any finance certificate or Process Improvement Techniques / Certification (Lean, Six Sigma)

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