Director, Operations ( Transformation & Automation)

We are seeking a seasoned Lean and Transformation Lead to elevate service delivery performance and drive enterprise-wide process excellence This role will be instrumental in optimizing delivery operations, embedding digital capabilities, and fostering a culture of continuous improvement across finance, risk, and advisory functions.

The ideal candidate combines deep Lean Six Sigma expertise with hands-on experience in service delivery management, process mapping, and technology-enabled transformation.

Responsibilities:

Service Delivery Excellence

• Own and enhance service delivery frameworks across consulting support functions

• Monitor and improve delivery KPIs such as SLA adherence, turnaround time, and quality metrics

• Partner with delivery leads to identify performance gaps and implement corrective actions

• Drive client-centricity and operational agility across service lines

Process Mapping & Optimization

• Lead detailed process diagnostics using SIPOC, swimlane diagrams, and value stream mapping

• Identify inefficiencies, redundancies, and automation opportunities across delivery workflows

• Standardize and document best-in-class processes for scalability and compliance

Technology Enablement

• Partner with digital teams to implement automation solutions (e.g., RPA, low-code platforms, workflow orchestration)

• Leadership: Inspiring and motivating teams, fostering a positive work environment, and setting clear performance expectations.

• Communication and Stakeholder Management: Excelling in verbal and written communication to effectively interact with stakeholders at all levels, actively listening to client requirements, and conveying information clearly.

• Problem-Solving and Decision-Making: Strong analytical skills to identify problems early and develop effective solutions while considering potential impacts on stakeholders and project outcomes.

• Customer Focus: Prioritizing customer satisfaction, actively seeking feedback, and continuously refining service offerings to meet evolving demands.

• Adaptability and Resilience: Embracing change, adapting to shifting project requirements, and maintaining momentum even in challenging situations.

• Continuous Improvement: A commitment to continuous learning and staying informed about the latest trends, tools, and methodologies in service management.

• Teamwork and Collaboration: Working effectively in collaboration with team members and stakeholders to achieve shared goals. 

Required Experience & Qualifications

• 15+ years of experience in service delivery, process improvement, or operational excellence roles within a GCC or consulting environment

• Preferably Certified Lean Six Sigma Black Belt or Master Black Belt

• Strong experience in process mapping, reengineering, and performance measurement across finance and risk domains

• Familiarity with automation tools (e.g., UiPath, Automation Anywhere), BPM platforms (e.g., Appian, Pega), and process mining technologies

• Excellent facilitation, stakeholder management, and change leadership skills

• Bachelor’s degree in engineering, Business, or related field; advanced degree preferred

Preferred Attributes

• Strategic thinker with hands-on execution capability

• Strong storytelling and visualization skills to influence senior stakeholders

• Passion for innovation and digital transformation

• Ability to work across cultures and global teams

What We Offer

• A high-impact role in shaping service delivery and operational excellence across global consulting support

• Access to cutting-edge tools and technologies for process transformation

• Collaborative culture with opportunities for leadership and growth

• Competitive compensation and continuous learning support

Relevant Experience: 

• Over 20 years of operational experience in financial research / analysis and automation. 

Preferred:

• CFA and or any finance certificate or Process Improvement Techniques / Certification (Lean, Six Sigma)         

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 answers—in 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.kroll.com.

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