Business Success Lead

The Business Success Lead reports directly to the Head of Service Delivery. This pivotal role is responsible for managing day-to-day tasks and ensuring the efficient handling of work requests from the business. The role involves tracking and assigning tickets through the ticketing system, balancing workloads, and ensuring timely resolution and customer satisfaction.

The Business Success Lead is essential for managing the queue, assigning tickets, prioritizing work, and guiding billing for the Support Operations team. By effectively executing these responsibilities, the individual contributes significantly to the success and efficiency of the Service Lines and the organization.

Day-to-day 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.
• Review time entries and provide feedback to maintain accurate billing records.
• 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.

Essential traits:

• 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 in MS Office Suite, particularly in Excel.

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.

Kroll is committed to creating an inclusive work environment. We are proud to be an equal opportunity employer and will consider all qualified applicants regardless of gender, gender identity, race, religion, color, nationality, ethnic origin, sexual orientation, marital status, veteran status, age or disability.

The current salary range for this position is $70,000 - $85,000.

In order to be considered for a position, you must formally apply via careers.kroll.com. 

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