Back Office Services Sr Manager: BPO

We currently have an excellent opportunity for a Senior Manager, Operations, who will play a critical role in building a in the management of the strategic partner within our internal firm services group for the newly established Vendor Management Office (VMO). You ll design processes, enforce commercial and SLA rigor, and lead a small team ensuring accurate billing, controlled changes, SLA compliance, and timely project delivery. Lead the operational activities of the VMO, ensuring our third-party vendors deliver seamless back-office services. Manage workflow and process, information governance, change control, communications, finance processes, reporting, and a guideline training program. Supervise a team that executes tactics to support those activities. Work with a VMO leader who s rebuilding the foundation of the VMO and scaling operations.

The day-to-day responsibilities include but are not limited to:

• Act as the advocate for company stakeholders for the delivery and management of the vendor s services within their business units.
• Manage the vendor in improving the methods and process for service delivery and reporting.
• Optimize workflows, systemize manual activities, embed controls, and standard work within tools.
• Design, document, and implement new methods and process.
• Support contract term interpretation with team leads and ensure vendor compliance across billing, CRs, SLAs, and D&Os.
• Govern the monthly billing, SLA, and D&O process across preparation, review, reporting, dispute management, routing, and approval.
• Improve the billing, SLA, CR, and D&O audit, reporting, and review process.
• Supervise and improve the process for incident reporting and RCA review and related tasks.
• Maintain the VMO s portfolio of projects and activities.
• Administer tools to ensure info governance and user access and the VMO project management tool and dashboards.
• Produce clear comms (playbooks, weekly notes, release notes, exec packs) for various audiences.
• Lead and coach the business manager and analyst in the execution of tasks and support of activities under your supervision.

Requirements

• 14+ years managing internal Global Business Centers or BPO vendor back office shared services with hands-on service delivery governance. Strategic sourcing across multi-tower back-office services is a plus.
• Finance management expertise related to billing, reporting, budget management, and reconciliations. Excel skills (minimum: Pivot, formulas, LookUp, reporting).
• Understanding of essential contract terms and conditions related to back-office vendor services, SLAs, and change requests.
• Proven ability in process design, SOP creation, and related documentation and training.
• Direct team management and stakeholder service management experience.
• Proficiency in SharePoint administration and project management tools (such as MS Project, Workfront, Smartsheet, Jira).

Qualifications:

• Bachelor s degree or equivalent (Strategic Sourcing, Procurement, Business, Operations, or related).

About Kroll

In 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 answering 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 will contribute to a supportive and collaborative work environment that empowers you to excel.

Kroll 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 careers. kroll. com