Manager I, Client Services Operations (Billing Specialist) (Mumbai)

Kroll; Mumbai; On-site; INR 700,000 - 950,000; Full time

Job summary

Kroll is seeking a Billing Specialist in Mumbai to establish and scale billing operations across multiple service lines. You will own the end-to-end invoice lifecycle, ensure SLA compliance, and collaborate with Finance, Revenue, and Project teams to validate rates and terms.

Lead a high-performing team, implement standardized workflows, dashboards, and controls, and drive improvements and automation to enhance billing accuracy, throughput, and client satisfaction.

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 and collecting financial and 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.

Day‑to‑Day Responsibilities

• Lead the establishment and operational management of the Billing Specialist function supporting multiple Service Lines, ensuring standardized, scalable, and efficient billing operations.
• Build and oversee the end‑to‑end invoice lifecycle, including invoice calculation, pricing and contract validation, milestone/progress billing, adjustments, credits, e‑billing submissions, client delivery, and compliance with agreed SLAs.
• Partner with Service Lines to transition billing activities into CSO by developing transition plans, documenting requirements, mitigating risks, and ensuring seamless knowledge transfer.
• Develop and implement standardized billing workflows, operating procedures, governance frameworks, service catalogues, and process controls across all supported business units.
• Oversee billing queues, work allocation, backlog management, and workload balancing while ensuring timely completion and high‑quality output.
• Lead Work‑in‑Progress (WIP) governance by monitoring aged WIP, validating billing readiness, supporting invoice forecasting, and driving timely conversion of WIP to billed revenue.
• Collaborate with Accounting, Revenue, Finance, and Project teams to validate rates, pricing, contract terms, taxes, charge codes, discounts, and revenue recognition requirements.
• Drive operational excellence by identifying opportunities for automation, process optimization, system enhancements, and continuous improvement across ERP, CRM, and billing platforms.
• Establish operational KPIs, dashboards, and reporting mechanisms to monitor billing accuracy, turnaround time, productivity, backlog, WIP movement, and service delivery performance.
• Ensure readiness for internal, external, and SOX audits by maintaining complete documentation, approvals, audit trails, and compliance with internal controls.

People Leadership

• Build, lead, and scale a high‑performing Billing Specialist team by driving hiring, onboarding, capability development, workforce planning, coaching, and performance management.
• Establish team structure, roles, responsibilities, productivity standards, quality benchmarks, and career development frameworks.
• Provide regular coaching, performance feedback, mentoring, and succession planning to build future leadership capability.
• Lead quality calibration sessions and implement targeted training plans to improve billing accuracy, productivity, and customer experience.
• Ensure adequate staffing and resource allocation to support business growth, seasonal demand, month‑end close, and new service transitions.

Stakeholder Management

• Act as the primary billing operations partner for Service Lines, Finance, Revenue, Accounting, Project Management and other internal stakeholders.
• Lead stakeholder discussions during process transitions, workflow design, service improvements, and operational governance meetings.
• Resolve complex billing issues involving contracts, pricing, invoice disputes, e‑billing portal rejections, purchase orders, funding limitations, and client‑specific billing requirements.
• Build trusted partnerships with business leaders by providing operational insights, recommendations, and proactive support to improve billing performance.

Controls, Compliance & Quality

• Establish and maintain strong governance over billing operations, ensuring compliance with company policies, SOX requirements, internal controls, and applicable accounting standards.
• Ensure segregation of duties, billing approvals, documentation standards, audit readiness, and consistent adherence to established operating procedures.
• Drive continuous improvement initiatives to reduce billing errors, eliminate manual activities, improve first‑pass invoice accuracy, and strengthen operational controls.
• Maintain and continuously enhance SOPs, process documentation, knowledge repositories, and control frameworks.

Reporting & Analytics

• Develop executive dashboards and operational reports covering invoice turnaround time, billing productivity, first‑pass yield, backlog, WIP ageing, dispute trends, billing accuracy, and service level performance.
• Provide regular operational insights and recommendations to leadership using data‑driven analysis.
• Partner with Finance and Service Lines on capacity planning, invoice forecasting, workload projections, and resource planning.
• Monitor operational KPIs and identify opportunities to improve efficiency, productivity, revenue realization, and overall service quality.