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Associate - Service Operations

Who You'll Work With Driving lasting impact and building long-term capabilities with our clients is not easy work. You are the kind of person who thrives in a high performance/high reward culture - doing hard things, picking yourself up when you stumble, and having the resilience to try another way forward. In return for your drive, determination, and curiosity, we'll provide the resources, mentorship, and opportunities you need to become a stronger leader faster than you ever thought possible. Your colleagues—at all levels—will invest deeply in your development, just as much as they invest in delivering exceptional results for clients. Every day, you'll receive apprenticeship, coaching, and exposure that will accelerate your growth in ways you won’t find anywhere else. When you join us, you will have: <ul><li>Continuous learning: Our learning and apprenticeship culture, backed by structured programs, is all about helping you grow while creating an environment where feedback is clear, actionable, and focused on your development. The real magic happens when you take the input from others to heart and embrace the fast-paced learning experience, owning your journey.</li><li>A voice that matters: From day one, we value your ideas and contributions. You’ll make a tangible impact by offering innovative ideas and practical solutions, all while upholding our unwavering commitment to ethics and integrity. We not only encourage diverse perspectives, but they are critical in driving us toward the best possible outcomes.</li><li>Global community: With colleagues across 65+ countries and over 100 different nationalities, our firm’s diversity fuels creativity and helps us come up with the best solutions for our clients. Plus, you’ll have the opportunity to learn from exceptional colleagues with diverse backgrounds and experiences.</li><li>World-class benefits: On top of a competitive salary (based on your location, experience, and skills), we provide a comprehensive benefits package to enable holistic well-being for you and your family. </li></ul>Your Impact As an Associate focused on Service Operations, you will join a client service team and take ownership of a workstream to solve some of the toughest operating model challenges our clients face. Service Operations, within McKinsey's Operations Practice, sits at the intersection of strategy, technology and transformation to deliver sustainable, inclusive growth. We guide our clients to deliver exceptional experiences across their business - from AI-focused call centers to best-in-class backoffice functions across a wide variety of industries. You will join a client service team focused on developing future-proofed strategy for clients looking to deliver exceptional customer and employee experiences end-to-end by bringing together talent and technology. You will take on a role that goes beyond advising. You'll be at the heart of the action—helping to uncover the true challenges behind a client's strategy and creating actionable plans that drive real change across back-office operations, customer experiences and field services. Working alongside clients and other McKinsey colleagues, you'll combine research, analyzing data, interviews, and brainstorming to generate fresh insights and breakthrough solutions. Your commitment to our values will be crucial in earning our clients' trust and delivering results that matter. As you collaborate directly with clients, you'll help them solve problems, refine strategies, and create lasting transformations. By equipping them with the tools and knowledge to continue innovating and improving after we've left, you'll ensure the impact of our work endures. In doing so, you'll uphold McKinsey's commitment to making a meaningful difference in the industries and communities we serve. Your Qualifications and Skills <ul><li>Bachelors degree required, advanced degree in business, operations, finance, engineering or related disciplines preferred</li><li>6+ years of relevant experience that includes a progressive career trajectory and outstanding professional impact, preferably with large, multi-national companies/organizations </li><li>Experience in tech-enabled transformation of operational processes, e.g. frontline, field service or customer care ; general and administrative (Finance / HR); contact center; middle office (claims, mortgages, case management) process implementation; or customer experience engineering</li><li>Demonstrated experience successfully leading a transformational/capability building activity within a back office / shared service center in any industry, or frontline services environment such as retail, telecom, banking, travel and transport </li><li>Highly capable problem solver, able to work on complex problems requiring strong analytical, conceptual and quantitative ability</li><li>Ability to create work product-focused materials / outputs, which may include PowerPoint decks, Excel models, articles, or other written deliverables</li><li>Ability to work collaboratively in a team and create an inclusive environment with people at all levels of an organization and with various stakeholder groups</li><li>Willingness to travel up to 80% and work in varying environments that may be challenging and/or not accessible (e.g., factories, hospitals, mines)</li></ul>

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