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

Performance will be measured through a combination of quantitative and qualitative measures including:
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

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 comparable professional services environment.
Strong organizational and planning skills.
Excellent written and verbal communication.
Strong attention to detail and commitment to quality.
Ability to manage multiple priorities within a deadline-driven environment.
Proficiency in Microsoft Office applications including Excel, PowerPoint, Word, Outlook, and Teams.
Experience working with business applications such as Salesforce, Monday.com, SharePoint, or similar collaboration platforms is desirable.
Demonstrated ability to work independently while contributing effectively within a team 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

Senior Analyst, Client Service Operations