Senior Analyst, Client Service Operations

Kroll; Delhi; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Kroll's Client Service Operations (CSO) enables centralized support and operational excellence for internal teams. The Senior Analyst in Business Support Services drives high-quality service delivery, data integrity, and compliance with SOPs while coordinating with stakeholders across the organization.

This role emphasizes attention to detail, governance, and continuous improvement, supporting knowledge sharing and documentation as part of the shared services team.

Qualifications

• Bachelor's degree in business administration, Commerce, Finance, Operations, Management, or a related discipline.
• 4-6 years of experience within Business Operations, Shared Services, Client Service Operations, Business Administration, or a Client-facing function.
• Strong operational knowledge, sound judgement, and attention to detail.
• Ability to manage competing priorities and coordinate with stakeholders across the organization.

Responsibilities

• Independently manage complex, high-priority service requests with adherence to service standards and SOPs.
• Prioritize requests and manage workload to meet SLAs across multiple offerings.
• Review outputs for completeness, accuracy, formatting, and quality.

Skills

Operational knowledge

Attention to detail

Stakeholder coordination

Quality focus

Education

Bachelor's degree

Job description

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.

Working within an established service delivery framework, the Senior Analyst executes assigned work with a strong focus on quality, responsiveness, confidentiality, and operational excellence. The role requires strong operational knowledge, sound judgement, attention to detail, and the ability to manage competing priorities while partnering effectively with stakeholders across the organization. The Senior Analyst is expected to contribute to continuous improvement initiatives, support knowledge sharing, and act as a subject matter resource within the Business Support Services team.

Day-to-day responsibilities

• Independently manage complex, high-priority, or sensitive service requests requiring greater judgement and stakeholder coordination, while continuing to deliver high-quality Business Support Services in accordance with established service standards, turnaround times, and operational procedures.
• Prioritize competing requests and manage workload to meet agreed service levels across multiple service offerings.
• Review outputs for completeness, accuracy, formatting, and adherence to quality standards prior to delivery.
• Support delivery during periods of high demand by balancing work across multiple service offerings.
• Prepare, review, and maintain business documentation, presentations, reports, trackers, and operational records in support of business requirements.
• Perform data validation, cleansing, reconciliation, formatting, and quality assurance activities to maintain the integrity of business information.
• Support the administration and maintenance of business systems, operational databases, and collaboration platforms.
• Maintain accurate records of work completed, outstanding actions, and service requests.
• Build effective working relationships with internal stakeholders by delivering responsive, professional, and customer-focused support.
• Coordinate with stakeholders to gather information, clarify requirements, and ensure timely completion of assigned activities.
• Provide regular updates on work progress, escalating risks or issues where appropriate.
• Demonstrate a proactive approach to understanding stakeholder needs while ensuring adherence to established processes.
• Execute activities in accordance with Standard Operating Procedures (SOPs), quality standards, and governance requirements.
• Perform quality reviews of Analyst deliverables and provide constructive feedback.
• Ensure consistent application of SOPs and quality standards.
• Assist in maintaining process documentation, templates, and knowledge repositories.
• Support audit requests and operational governance activities.
• Identify process inefficiencies and recommend practical improvements to enhance service quality and operational efficiency.
• Support knowledge management initiatives by maintaining process documentation, templates, and operational guidance materials.
• Contribute to the continuous enhancement of Business Support Services through participation in improvement initiatives.
• Work collaboratively with colleagues across Client Service Operations and business units to achieve shared objectives.
• Contribute positively to team performance by sharing knowledge, supporting colleagues, and fostering an inclusive team environment.
• Demonstrate flexibility by supporting additional operational activities as business requirements evolve.

Key Performance Indicators

• Achievement of agreed Service Level Agreements (SLAs)
• Accuracy and quality of deliverables
• Productivity and turnaround times
• Stakeholder satisfaction
• Compliance with operational processes and quality standards
• Contribution to continuous improvement initiatives
• Effective collaboration and teamwork

Essential traits

Bachelors degree in business administration, Commerce, Finance, Operations, Management, or a related discipline.

4-6 years of experience within Business Operations, Shared Services, Client Service Operations, Business Administration, or a Client