Lead, Client Service Operations

Client Service Operations (CSO) enables Kroll's business units through operational excellence, standardized processes, and centralized support services. As part of CSO, the Business Support Services (BSS) function provides high-quality business enablement services that enhance operational efficiency, improve consistency, strengthen governance, and elevate the internal stakeholder experience.

Business Support Services operates as a centralized shared services organization supporting internal teams across a broad range of operational activities including business administration, sales support, document production, presentation services, workflow coordination, reporting, operational data management, and business process support. Through a customer-centric approach and continuous improvement mindset, the team enables business units to focus on delivering value to clients.

The Lead, Business Support Services is responsible for the day-to-day management and successful delivery of one or more Business Support Services offerings. The role provides operational leadership by ensuring service requests are delivered accurately, within agreed service levels, and in accordance with established quality standards. The Lead is accountable for managing a team of Analysts and Senior Analysts, overseeing workload allocation, monitoring operational performance, conducting quality reviews, and acting as the primary operational contact for assigned stakeholders.

In addition to ensuring consistent service delivery, the Lead is expected to identify opportunities to improve processes, strengthen governance, enhance team capability, and drive operational excellence across their service portfolio.

Day-to-day responsibilities:

• Own the end-to-end delivery of assigned Business Support Services offerings, ensuring work is completed within agreed service levels and quality expectations. 

  
  

• Manage day-to-day operational activities, balancing workload, priorities, and resource allocation to ensure efficient service delivery. 

  
  

• Monitor work queues, request volumes, turnaround times, and service performance, taking proactive action to address delivery risks. 

  
  

• Ensure business continuity through effective workload planning and resource management. 

  
  

• Support transition of new services and operational activities into the Business Support Services operating model.

  
  

• Establish and maintain high standards of quality across all team deliverables. 

  
  

• Conduct quality reviews of complex or high-risk deliverables and ensure corrective actions are implemented where required. 

  
  

• Monitor quality trends, identify recurring issues, and implement actions to reduce rework and improve delivery consistency. 

  
  

• Ensure compliance with Standard Operating Procedures (SOPs), operational controls, data handling requirements, and governance standards. 

  
  

• Support audit requests and ensure operational documentation is accurate and maintained.

  
  

• Lead, coach, and develop a team of Analysts and Senior Analysts to achieve operational and professional development objectives. 

  
  

• Allocate work based on business priorities, individual capability, and team capacity. 

  
  

• Monitor individual and team performance against established goals and provide regular coaching and feedback. 

  
  

• Support onboarding, training, and ongoing capability development within the team. 

  
  

• Foster a collaborative, accountable, and customer-focused team culture.

  
  

• Serve as the primary operational point of contact for assigned business stakeholders.

  
  

• Build strong working relationships through proactive communication, responsiveness, and reliable service delivery. 

  
  

• Manage stakeholder expectations by providing regular updates on service requests, priorities, and operational performance. 

  
  

• Resolve operational issues and escalations in a timely and professional manner. 

  
  

• Support service reviews by providing updates on performance, challenges, and improvement initiatives. 

  
  

• Identify opportunities to improve operational efficiency through process standardization, simplification, and automation. 

  
  

• Lead implementation of process improvements that enhance productivity, quality, and stakeholder experience. 

  
  

• Develop and maintain process documentation, templates, knowledge articles, and operational guidance materials. 

  
  

• Monitor operational metrics and identify trends to support informed decision-making and continuous improvement. 

  
  

• Promote a culture of operational excellence and continuous learning within the team.

  
  

• Partner with cross-functional teams across Client Service Operations to ensure seamless service delivery. 

  
  

• Work closely with leadership to support operational planning, resource management, and service expansion initiatives. 

  
  

• Share best practices across Business Support Services to promote consistency and standardization.

  
  

Key Performance Indicators

• Service Delivery: SLA achievement, Turnaround time, Queue management, Delivery throughput

  
  

• Quality: Quality scores, Rework rates, Process compliance, Audit readiness

  
  

• Operational Performance: Productivity, Capacity utilization, Workload balancing, Operational efficiency

  
  

• Stakeholder Experience: Stakeholder satisfaction, Escalation resolution, Responsiveness, Service adoption

  
  

• People: Team engagement, Performance management, Training completion, Capability development

  
  

• Continuous Improvement: Process improvements implemented, Standardization initiatives, Automation opportunities identified, Knowledge management contributions

  
  

Essential traits:

• Bachelor's degree in Business Administration, Commerce, Finance, Operations, Management, or a related discipline. 

  
  

• 6–8 years of experience in Client Service Operations, Shared Services, Business Operations, Business Support Services, or Professional Services. 

  
  

• Minimum 2 years of experience leading or coordinating operational teams. 

  
  

• Demonstrated experience managing service delivery within a shared services or operational support environment.

  
  

• Strong operational leadership and service delivery management. 

  
  

• Experience managing teams within a shared services or business operations environment. 

  
  

• Excellent stakeholder management and communication skills. 

  
  

• Strong analytical and problem-solving capabilities. 

  
  

• Experience with workflow management, reporting, and operational governance. 

  
  

• Advanced Microsoft Office skills, particularly Excel and PowerPoint. 

  
  

• Experience with enterprise platforms such as Salesforce, Monday.com, SharePoint, ServiceNow, or similar workflow tools. 

  
  

• Ability to manage multiple priorities in a fast-paced environment.

  
  

About Kroll 

Join the global leader in risk and financial advisory solutions—Kroll. With a nearly century-long legacy, we blend trusted expertise with cutting-edge technology to navigate and redefine industry complexities. As a part of One Team, One Kroll, you'll contribute to a collaborative and empowering environment, propelling your career to new heights. Ready to build, protect, restore and maximize our clients’ value? Your journey begins with Kroll.

In order to be considered for a position, you must formally apply via careers.kroll.com

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

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