Senior Manager, Client Services Operations

DescriptionThis is a mid-level supervisory position with potential for growth. The candidate should have a working knowledge of AML/KYC processes and be a proactive, critical thinker. Candidate must be detail-oriented, work efficiently, be able to work independently, and be willing to work long hours when necessary. The candidate will utilize subject matter expertise to conduct quality assurance reviews and generate reports summarizing the resultsResponsibilities:Lead various internal/external projects (at least 6 to 8 large accounts) by gathering project requirements and identifying appropriate resource needs and tracking 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 a POC to Stakeholders.Oversee and manage timelines on upcoming projects and understand potential red flags if anyAssist BU in the prompt and accurate assessment of risk through research and investigation through systematic methods as appropriatePartner with the BU teams to successfully transition of the process and build connect with the team locally and globally.Work on the capacity/FTE estimation and resource planning in coordination Managing DirectorDefine, Track, measures, and report on agreed key performance indicators to relevant stakeholdersDesign and develop operational dashboards with real-time/ daily metrics to track & monitor metrics.Ensure effective workflow and operations management and identify opportunities for workflow automationImprove resource utilization within CSO to achieve the budgeted hours across Service lines.CollaborationLook for cross functional and Service line collaboration to achieve business goals.Build and maintain strong relationships with peers, operational leadership, clients and stakeholders and ensure client delight.Relentless Client FocusEnable the Customer Satisfaction survey across all stakeholders using CSO. Maintain a CSAT satisfaction score of 4.5 or higher. Ensure all 1-2 ratings feedback are addressed through a service recovery report. Review customer satisfaction scores weekly and adjust strategies as needed to ensure a consistent rating above 4.5 stars.Team ManagementLead and manage team managers and 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.Ensure appropriate governance for your team and adherence to Kroll's policies.Requirements:Qualification: A degree in Finance, Business Administration, or Law is preferred.15–18 years of experience in financial crime compliance, risk management, or KYC/AML operations with minimum 8-10 years of team handling experience.Strong understanding of global regulatory frameworks: FATF, USA Patriot Act, EU AML Directives, General Data Protection Regulation (GDPR), Asia-Pacific AML Regulations, Financial Conduct Authority (FCA)Excellent communication and problem-solving skills. Outstanding analytical and investigative skills combined with the ability to navigate through ambiguity in a fast-paced, multifaceted environment Strong decision-making and strategic planning skillsStrong organizational and time-management abilitiesStrong people, project management skillsStrong Stakeholder management skills including peers, operational leadership and project BUs.Excellent working knowledge on MS Excel, Word, Presentation and Reporting skills Preferred:To have CAMS (Certified Anti-Money Laundering Specialist) or CKYCA (Certified KYC Associate) certifications or Globally Certified KYC Specialist (GO-AKS) certification About KrollIn 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 answers—in 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 sameKroll 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 #LI-AT1#LI-Hybrid