Senior Manager -Loan Operations , Agency Trustee Services

Senior Manager Loan Operations - KATS Germany

Kroll Agency and Trustee Services (KATS), part of Kroll Business Services, provides independent, conflict-free agency and trustee services to the bond and loan markets. KATS manages more than 1,500 loan and bond transactions globally and is recognised for proactive, bespoke client service.

As part of Kroll’s strategic expansion, KATS is establishing and scaling its German platform. The Head of Operations – KATS Germany will lead the German Loan Operations function and oversee delivery of Facility Agent, Paying Agent and Escrow Agent services, ensuring all operational activity is delivered accurately, on time and within a strong risk and control framework.

Reporting to the Head of KATS Germany, this role will work closely with business heads and global Operations leadership to build a scalable, high-performing operation focused on client service excellence, operational resilience and continuous improvement.

Key Responsibilities

Leadership & People Development

• Lead, coach and develop the German Loan Operations team, building an inclusive, collaborative and high-performance culture.
• Set clear objectives, manage performance and support succession planning and professional development.
• Empower team members to make effective decisions while providing guidance on complex issues and escalations.
• Promote collaboration and knowledge-sharing across Operations, Transaction Management, Middle Office and global teams.

Client Experience & Service Delivery

• Ensure client requests are handled accurately, efficiently and within agreed service standards.
• Drive a client-centric culture that delivers a seamless experience for borrowers, lenders, sponsors, legal counsel and other stakeholders.
• Monitor service quality, address issues proactively and identify opportunities to improve client outcomes.
• Act as a senior escalation point for complex transactions, operational and client service matters.
• Build strong internal and external relationships to support business growth and client retention.

Operational Excellence

• Oversee day-to-day Loan Operations activity, including payments, rollovers, interest periods, utilisation requests, notices and lifecycle events.
• Manage workloads, resource allocation and capacity planning to maintain resilience and scalability.
• Drive standardisation, automation and continuous process improvement across operational workflows.
• Oversee Operations inboxes, workflow pipelines and key deliverables to ensure timely execution.
• Ensure effective operational support for new transactions, amendments, waivers, restructurings and complex agency events.

Risk, Controls & Governance

• Champion a strong risk and control culture across Loan Operations.
• Ensure adherence to Kroll policies, procedures and governance standards.
• Identify, assess and remediate operational risks, control weaknesses and process gaps.
• Maintain current, effective and well-documented procedures and controls.
• Lead incident and control-event reviews, implement corrective actions and escalate material issues appropriately.
• Oversee business continuity, operational resilience, audit, compliance and regulatory support activities.

Data, Reporting & Performance Management

• Use data and management information to support workload management, decision-making and performance improvement.
• Produce and analyse operational metrics, KPIs, KRIs, service levels and capacity forecasts.
• Identify trends, risks and improvement opportunities and provide clear insight to senior management.
• Promote a data-led and technology-enabled approach to operational management.

Change & Continuous Improvement

• Identify and deliver improvements that enhance client experience, efficiency, scalability and control effectiveness.
• Partner with technology and business teams on system enhancements, automation and digital solutions.
• Lead or support strategic change initiatives, ensuring effective implementation and stakeholder engagement.

Stakeholder Management & Industry Representation

• Build strong partnerships with Transaction Management, Client Services, Business Development, support functions and global Operations teams.
• Share best practice and support consistent service delivery across locations.
• Act as an escalation point with banking partners, payment providers and transaction counterparties where required.
• Represent KATS externally and maintain awareness of market, regulatory and industry developments affecting loan and private credit markets.
• Contribute subject matter expertise to strategic business initiatives and client engagement activities.

Technical Expertise

• Strong expertise in syndicated loan administration and facility agency operations.
• Experience interpreting and administering LMA and LSTA documentation.
• Deep understanding of the lending lifecycle, complex loan structures and associated operational requirements.
• Knowledge of LoanIQ and/or other loan servicing platforms.
• Experience across syndicated, bilateral, private credit and restructuring transactions.
• Strong understanding of payment processes, cash management and operational controls.

Key Competencies

• Leadership and people development
• Operational excellence and scalability
• Risk management and controls
• Client focus and stakeholder management
• Change management and continuous improvement
• Technical loan market expertise
• Collaboration, commercial awareness and strategic thinking

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