Manager I, Client Services Operations

Kroll; Mumbai; On-site; INR 2,800,000 - 4,000,000; Full time

Job summary

Kroll in Mumbai, India seeks a senior operations leader to transition and manage invoice calculation operations within CSO. You will own the end-to-end process, govern stakeholders, and ensure timely, accurate delivery while driving continuous improvement.

You will design operating models, standardize workflows and build a high-performing team capable of handling growth and cross-functional collaboration with MDs and project managers.

Qualifications

• Bachelor’s degree in business administration, Finance, Operations, or 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 in a professional services environment; 5+ years leading teams.

Responsibilities

• Lead transition and ongoing management of invoice calculation operations into CSO, including operating model design and governance.
• Own end-to-end invoice calculation process from intake through package preparation, review, approval and handoff.
• Serve as primary contact for MDs, PMs, and stakeholders, managing governance, invoicing readiness and service performance.
• Oversee daily operations: requests, workload, capacity planning, KPI attainment, backlog and SLAs.
• Develop dashboards, reporting and performance metrics to drive visibility and improvement.
• Build and develop a high-performing team through hiring, coaching, performance management and succession planning.
• Establish controls, procedures, documentation standards, quality frameworks and audit readiness.

Skills

Project management

Stakeholder management

Analytical thinking

Problem-solving

Organizational skills

Education

Bachelor’s degree in business administration, Finance, Operations, or related discipline

MBA / project management / Lean Six Sigma or equivalent certification (preferred)

Tools

Microsoft Excel

ERP platforms (Oracle, SAP, NetSuite, Workday)

CRM systems

Workflow tools

Document repositories

Power BI

Job description

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.
• 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.