Senior Manager, Client Services Operations

As a Senior Manager, responsible for overall service delivery and automation plays a pivotal leadership role in optimizing an organization's service delivery processes through the strategic integration of automation solutions. This role often involves a blend of operational and technological skills, with a strong focus on enhancing customer satisfaction and driving efficiency. The successful candidate will drive the adoption of automation technologies, lead and mentor a high-performing team, foster strong relationships with stakeholders, and continuously improve service delivery processes. 

Responsibilities:

• Strategic leadership: Redesign and implement the overall strategy for service delivery and automation, aligning it with organizational goals and business objectives.

• Service delivery management: Oversee and manage end-to-end service delivery operations to meet stakeholder expectations and service level agreements (SLAs). Lead problem management and root cause analysis initiatives to address recurring issues and enhance service reliability.

• Automation initiatives: A deep understanding of automation tools, strategies, and their implementation to streamline operations, reduce manual effort, and improve efficiency. 

  • Identify opportunities to streamline processes, improve efficiency, and reduce manual effort through the strategic application of automation solutions like Robotic Process Automation (RPA), Artificial Intelligence (AI), and machine learning. 

  • Collaborate with stakeholders, development and delivery teams to integrate automation solutions seamlessly into existing systems and workflows. 

  • Drive deployment of automation-led solutions and service improvements to deliver value added services to the clients. 

• Team leadership and development: Lead, mentor, and motivate a high-performing team of service delivery and automation professionals, fostering collaboration and professional growth.

• Stakeholder engagement: Build and maintain strong relationships with internal and external stakeholders, including clients, executives, and vendors, to ensure alignment and effective communication.

• Risk and compliance management: Identify and mitigate risks related to service delivery and automation, ensuring adherence to regulatory and compliance requirements.

• Continuous improvement: Implement best practices and methodologies (e.g., Lean Six Sigma) to drive continuous improvement in service delivery and automation processes.

• Performance monitoring and reporting: Track and report on key performance indicators (KPIs) and service metrics, identifying areas for improvement and presenting findings to senior leadership. 

  • Monitor service delivery performance against established metrics, KPIs, and SLAs, identifying areas for improvement and implementing corrective actions. 

  • This role ensures that all services are delivered efficiently and effectively, meeting or exceeding client expectations and service level agreements (SLAs). 

• Budget and resource management: Manage the budget and resources allocated to service delivery and automation projects, optimizing resource allocation for cost-efficiency. 

• Data Analysis and Reporting: The ability to analyze data to monitor and improve service performance, including interpreting service metrics, customer feedback, and operational data.

Requirements:

• 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. 

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

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 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 same.

Kroll is committed to equal opportunity and diversity, and recruits people based on merit.

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