Director, Operations
- Company
Kroll
- Location
New Delhi, Delhi, India
- Employment Type
Full-Time
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Functional Category
Finance & Operations
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Experience
15 - 16 years
About Kroll
As the leading independent provider of risk and financial advisory solutions, Kroll leverages our unique insights, data and technology to help clients stay ahead of complex demands. Kroll's team of more than 6,500 professionals worldwide continues the firm’s nearly 100-year history of trusted expertise spanning risk, governance, transactions and valuation. Our advanced solutions and intelligence provide clients the foresight they need to create an enduring competitive advantage. At Kroll, our values define who we are and how we partner with clients and communities. Learn more at Kroll.com.
- Website
Overview of the Role
We are seeking a seasoned Lean Six Sigma 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.
Job Description
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 & Preferred Qualifications
Skill
• 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
Education
Bachelor’s degree in engineering, Business, or related field; advanced degree preferred
Experience
• 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