Business Operations Manager

2 weeks ago

New York, New York, United States Kroll Full time
Business Success Lead Job Description

The Business Success Lead plays a pivotal role in ensuring the efficient handling of work requests from the business. This position is responsible for managing day-to-day tasks, tracking and assigning tickets, and balancing workloads to ensure timely resolution and customer satisfaction.

Key Responsibilities:
  • Monitor and assign Production Operations tickets to team members based on skill set, availability, and priority.
  • Ensure equitable distribution of work, optimizing resource utilization.
  • Adjust the queue as necessary to ensure timely ticket resolution.
  • Guide the team on billable tasks and time recording for each ticket.
  • Ensure accurate tracking of time spent on billable tasks, adhering to billing policies and procedures.
  • Prioritize tickets based on business impact, urgency, and SLA requirements.
  • Manage team workload, ensuring clarity on priorities and deadlines.
  • Ensure accurate logging and tracking of work requests in the ticketing system.
  • Maintain ticket data integrity, including categorization, prioritization, and assignment.
  • Provide training on effective ticketing system use.
  • Serve as a point of contact for Service Lines, providing updates on ticket status and resolution.
  • Coordinate with the Head of Service Delivery for seamless work execution.
  • Facilitate communication between the Support Operations team and other departments.
  • Track and report on key performance metrics like ticket volume, resolution time, SLA compliance, and billable hours.
  • Identify trends in ticket data to drive process improvements.
  • Collaborate with the Head of Service Delivery to enhance efficiency and quality.
Requirements:
  • 3-5 years of experience in a similar role, managing queues, tickets, or workflows.
  • Understanding of ticketing systems, workflow management, and process optimization.
  • Strong communication and stakeholder management skills.
  • Familiarity with billing processes and time tracking systems.
  • Analytical mindset with the ability to derive insights from ticket and billing data.
  • Problem-solving and decision-making skills, with a proactive and customer-centric approach.
  • Bachelor's degree in Business Administration, Operations Management, or a related field.
  • Demonstrated high proficiency in MS Office Suite, particularly in Excel.

Kroll is a global leader in risk and financial advisory solutions. We are committed to creating an inclusive work environment and are proud to be an equal opportunity employer. We are looking for a highly skilled Business Success Lead to join our team.

The current salary range for this position is $70,000 - $85,000. To be considered for a position, you must formally apply via careers.kroll.com.

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