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Associate - Process Improvement (Service Operations)

Company: McKinsey
Location: Boston
Posted on: June 12, 2021

Job Description:

You'll work in one of our North America offices as part of the Operations practice. As a member of McKinsey's global Operations Practice you will be responsible for blending strategic thinking with hands-on implementation, advising on developing and defining operational strategies to help our clients in solving the world's toughest problems.

Service Operations is a rapidly growing service line with deep expertise in operations within service industries and service functions such as sales, business support functions and customer care. Blending strategic thinking with hands-on practicality, our team of consultants and experts work to develop and implement strategies that solve our clients' most critical problems on a global scale. Our team acts as the trusted advisor to senior leaders and help change mindsets and model behaviors while guiding an organization and its leaders through change and implementation to achieve sustainability of their programs.

You will be responsible for blending strategic thinking with hands-on experiences, advising on developing and defining operational strategies to help our clients around the world solve their most critical problems.

In your role you will provide unique set of tools and techniques to help clients identify opportunities for improvement, and you will implement recommendations in support of our client's business objectives. You will work directly with clients while sharing your expertise and insights with colleagues globally, thereby expanding our knowledge and refining our approaches in Service Operations.

You will make meaningful, hands-on contributions to multiple projects across a dynamic set of situations in a way that utilizes your deep knowledge of functional transformations. In order to be successful, you will leverage automation and digital processes to help our clients realize significant performance improvements quickly. You will push both your co-workers and our clients in thinking about challenging situations in new and transformative ways.

  • Bachelor degree, Master degree preferred
  • 2 - 10 years of relevant experience that includes a progressive career trajectory, outstanding professional achievement and impact
  • Highly capable problem solver, able to work on complex problems requiring strong analytical, conceptual and quantitative ability
  • Experience in at least two of the following: Lean Management in service industries; Customer Experience; Frontline & Sales process transformation; Field Service or customer care process transformation; Business support function transformation or process implementation
  • Demonstrated experience successfully leading a transformational / capability building activity within a service environment such as retail, telecom, banking, travel and transport, hospitality, financial services etc.
  • Capable of working well with others but also autonomously with little direction
  • Strong interest in knowledge development, i.e., contributing to articles, experiential learning and a passion for capability building
  • Able to grasp and communicate complex ideas clearly
  • Willingness to travel 80%

Keywords: McKinsey, Boston , Associate - Process Improvement (Service Operations), Other , Boston, Massachusetts

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