Manager I, Client Services Operations
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
The role of Manager I within the Client Service Operations (CSO) group is a pivotal position responsible for overseeing multiple teams and ensuring the successful management of a large operations team focused on specific client or stakeholder deliverables and projects. This position involves managing other Team leads thereby making it a crucial link in the operational hierarchy.
The responsibilities include but are not limited to:
Operations Management
Lead and manage large engagements for CSO team 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.
Serve as a Financial domain expert and lead Project calls.
Lead and execute extensive research and analysis on company industry sectors and economy.
Lead internal/external projects independently gather requirements identify resource needs and track project progress for timely completion
Define design and manage end-to-end workflow as per the project and stakeholder requirements.
Design and implement data models dashboards and reporting tools to support business objectives.
Onboarding new projects/tasks to improve utilization of the team and ensure transition of process and tasks are effectively done as per the set KPI.
Work on the capacity/FTE estimation in coordination with SMs
Ensure effective workflow and operations management and identify opportunities for workflow automation
Governance
Ensure appropriate governance for your team and adherence to Kroll policies.
Maintain a CSAT satisfaction score of4.5 or higher. If the score drops to3 or below implement proactive measures to enhance the process and improve customer experience.
Team Management
Lead and manage 3-4 Leads and a team of 50 data analysts including Quality control analysts effectivelybyproviding clear direction establish SMART goals optimize resource allocation and delegate tasks effectively.
Regular check-ins and constant support with mentoring and feedback and Conducts performance reviews of each team member and explains/sets career development paths andopportunities 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.
Collaboration
Look for cross functional collaboration along with assisting leadership in coordinating work activities with other supervisors managers and departments.
Training
Improve the existing training module/plan including SOPs/checklist and all transition document is developed and upto date and signed-off from BU/client.
Ensure effective execution of training plan for NHs and existing members as per the requirement to bridge gap if any to ensure resources are trained and well prepared before the project Live runs.
Requirements:
CFA/ Masters degree in finance Accounting Economics or a related field.
10 years of experience in Financial industry especially deep knowledge of Debt and Equity with 5 to 6 years in leadership role
Expertise in Excel (advanced) Power BI SQL or financial data management tools.
Proven experience in managing mid-sized teams and leading client engagements.
Strong analytical communication and project management skills.
Strong organizational and time-management abilities
Strong Stakeholder management skills including peers operational leadership and project BUs.
Excellent working knowledge on MS Office Should have ideally worked in Operations related to financial valuation or risk advisory services (product/service) in the past
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 youll contribute to a supportive and collaborative work environment that empowers you to excel.
Kroll is thepremier global valuation and corporate finance advisor with expertise in complex valuation disputes and investigations M&A restructuring and compliance and regulatory professionals balance analytical skills deep market insight and independence to help our clients make sound decisions. As an organization we think globallyand encourage our people to do the same.
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
#LI-AT1
#LI-Hybrid
Required Experience:
Manager
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
About Company
Kroll’s Restructuring Administration practice, formerly Prime Clerk, offers end-to-end restructuring administration services with unrivaled experts and technology. Read more.
