Manager I, Client Services Operations (Billing Specialist)

The Client Service Operations team works with all internal Kroll business units to research, curate and collect financial & business data from various internal and external sources. The team’s work involves researching & collection of financial & business data available in various publicly available sources and Kroll proprietary files and data, subsequent analysis thereof and eventually quality control of the same information. 

 The day-to-day responsibilities include but are not limited to:

Operational ownership

• Lead the establishment and operational management of the Billing Specialist function supporting multiple Service Lines, ensuring standardized, scalable, and efficient billing operations.
• Build and oversee the end-to-end invoice lifecycle, including invoice calculation, pricing and contract validation, milestone/progress billing, adjustments, credits, e-billing submissions, client delivery, and compliance with agreed SLAs.
• Partner with Service Lines to transition billing activities into CSO by developing transition plans, documenting requirements, mitigating risks, and ensuring seamless knowledge transfer.
• Develop and implement standardized billing workflows, operating procedures, governance frameworks, service catalogues, and process controls across all supported business units.
• Oversee billing queues, work allocation, backlog management, and workload balancing while ensuring timely completion and high-quality output.
• Lead Work-in-Progress (WIP) governance by monitoring aged WIP, validating billing readiness, supporting invoice forecasting, and driving timely conversion of WIP to billed revenue.
• Collaborate with Accounting, Revenue, Finance, and Project teams to validate rates, pricing, contract terms, taxes, charge codes, discounts, and revenue recognition requirements.
• Drive operational excellence by identifying opportunities for automation, process optimization, system enhancements, and continuous improvement across ERP, CRM, and billing platforms.
• Establish operational KPIs, dashboards, and reporting mechanisms to monitor billing accuracy, turnaround time, productivity, backlog, WIP movement, and service delivery performance.
• Ensure readiness for internal, external, and SOX audits by maintaining complete documentation, approvals, audit trails, and compliance with internal controls.

People leadership

• Build, lead, and scale a high-performing Billing Specialist team by driving hiring, onboarding, capability development, workforce planning, coaching, and performance management.
• Establish team structure, roles, responsibilities, productivity standards, quality benchmarks, and career development frameworks.
• Provide regular coaching, performance feedback, mentoring, and succession planning to build future leadership 
• capability.
• Lead quality calibration sessions and implement targeted training plans to improve billing accuracy, productivity, and customer experience.
• Ensure adequate staffing and resource allocation to support business growth, seasonal demand, month-end close, and new service transitions.

Stakeholder management

• Act as the primary billing operations partner for Service Lines, Finance, Revenue, Accounting, Project Management and other internal stakeholders.
• Lead stakeholder discussions during process transitions, workflow design, service improvements, and operational governance meetings.
• Resolve complex billing issues involving contracts, pricing, invoice disputes, e-billing portal rejections, purchase orders, funding limitations, and client-specific billing requirements.
• Build trusted partnerships with business leaders by providing operational insights, recommendations, and proactive support to improve billing performance.

Controls, compliance & quality

• Establish and maintain strong governance over billing operations, ensuring compliance with company policies, SOX requirements, internal controls, and applicable accounting standards.
• Ensure segregation of duties, billing approvals, documentation standards, audit readiness, and consistent adherence to established operating procedures.
• Drive continuous improvement initiatives to reduce billing errors, eliminate manual activities, improve first-pass invoice accuracy, and strengthen operational controls.
• Maintain and continuously enhance SOPs, process documentation, knowledge repositories, and control frameworks.

Reporting & analytics

• Develop executive dashboards and operational reports covering invoice turnaround time, billing productivity, first-pass yield, backlog, WIP ageing, dispute trends, billing accuracy, and service level performance.
• Provide regular operational insights and recommendations to leadership using data-driven analysis.
• Partner with Finance and Service Lines on capacity planning, invoice forecasting, workload projections, and resource planning.
• Monitor operational KPIs and identify opportunities to improve efficiency, productivity, revenue realization, and customer satisfaction.

Process excellence & systems

• Lead process design, standardization, and optimization initiatives across billing operations to establish scalable and consistent delivery models.
• Drive automation initiatives by partnering with Technology teams to improve workflows, eliminate manual processes, and enhance system capabilities.
• Lead User Acceptance Testing (UAT), process validation, and implementation of system enhancements impacting billing operations.
• Introduce Lean, Six Sigma, or continuous improvement methodologies to improve cycle times, reduce operational waste, and enhance service quality.
• Support expansion of the Billing Specialist function by defining scalable operating models, governance structures, and best practices for future growth.

Success Metrics (first 3–6 months)

• Successfully establish the Billing Specialist function with standardized operating procedures, governance, and documented workflows.
• Complete successful transition of agreed Service Line billing processes into CSO within planned timelines.
• Achieve ≥99% invoice accuracy and measurable improvements in billing turnaround time and WIP conversion.
• Reduce aged WIP and billing backlog while improving invoice cycle time and operational productivity.
• Implement operational dashboards and KPI reporting for leadership and business stakeholders.
• Build a high-performing Billing Specialist team with defined capability frameworks, training plans, and measurable quality improvements.
• Deliver process automation and continuous improvement initiatives resulting in measurable efficiency gains.
• Maintain zero significant audit or control findings and ensure full compliance with established billing governance.

Essential traits

• Bachelor's degree in Accounting, Finance, Business Administration, or a related discipline (required); MBA, CPA, CMA, or equivalent professional certification preferred.
• 10+ years of experience in billing, project accounting, revenue operations, or finance operations within a professional services environment, including 5+ years managing teams and operational functions.
• Demonstrated experience building or scaling shared services, billing operations, or finance support functions, including process transitions and operating model design.
• Strong knowledge of project-based billing, milestone billing, WIP management, invoice calculations, revenue recognition fundamentals, reconciliations, and financial controls.
• Advanced proficiency in Microsoft Excel and experience with ERP platforms (Oracle, SAP, NetSuite, Workday or equivalent), CRM systems, and e-billing platforms.
• Experience developing dashboards and reporting using Power BI or similar reporting tools is preferred.
• Strong project management, stakeholder management, analytical, problem-solving, and organizational skills.
• Excellent written and verbal communication skills with the ability to influence stakeholders across multiple business functions.
• Comfortable supporting North America time-zone overlap and business-critical month-end activities.

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 answering 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

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