Manager I, Client Service Operations

The Client Service Operations team works with all internal Kroll business units to research, curate and collect financial & business data from various internal and external sources. The team’s work involves researching & collection of financial & business data available in various publicly available sources and Kroll proprietary files and data, subsequent analysis thereof and eventually quality control of the same information.

Responsibilities:

• Lead the transition and ongoing management of invoice calculation operations into CSO, including operating model design, workflow standardization, centralized data and documentation management, scope definition, governance, and knowledge transfer.
• Own the end-to-end invoice calculation process from intake through calculation package preparation, business review, approval, and Finance handoff.
• Serve as the primary point of contact for MDs, Project Managers, and business stakeholders, managing operational governance, issue resolution, invoicing readiness, and service performance.
• Oversee daily operations, including request management, workload balancing, capacity planning, KPI attainment, backlog management, and adherence to service levels.
• Monitor workflow dependencies, approvals, input completeness, and calculation exceptions to ensure timely and accurate delivery.
• Develop and maintain operational dashboards, reporting, and performance metrics to drive visibility, decision-making, and continuous improvement.
• Build, lead, and develop a high-performing team through hiring, workforce planning, coaching, performance management, training, and succession planning.
• Establish and maintain robust controls, operating procedures, documentation standards, quality frameworks, and audit readiness requirements.
• Drive process standardization, automation, workflow optimization, UAT, and continuous improvement initiatives to improve efficiency, quality, scalability, and stakeholder experience.
• Support growth of the Invoice Calculations function by defining scalable operating models, governance structures, best practices, and future service expansion plans.

Essential traits

• Bachelor’s degree in business administration, Finance, Operations, or a related discipline (required); MBA, project management, Lean Six Sigma, or equivalent professional certification preferred.
• 10+ years of experience in shared services, business operations, invoice calculation, project operations, or finance support within a professional services environment, including 5+ years managing teams and operational functions.
• Demonstrated experience building or scaling shared services or operational support functions, including process transitions, operating model design, and cross-functional governance.
• Strong knowledge of project-based invoice calculations, milestone and progress billing concepts, rate cards, contract-based calculation rules, supporting documentation, approval workflows, and operational controls.
• Advanced proficiency in Microsoft Excel and experience with ERP platforms (Oracle, SAP, NetSuite, Workday or equivalent), CRM systems, workflow tools, and document repositories will be added advantage.
• Experience developing dashboards and reporting using Power BI or similar reporting tools is preferred.
• Strong project management, stakeholder management, analytical, problem-solving, and organizational skills, with the ability to operate effectively within a defined cross-functional RACI.
• Excellent written and verbal communication skills with the ability to influence stakeholders across multiple business functions.
• Comfortable supporting North America time zone overlap and peak workload periods, including month-end.

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’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.

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

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