Associate - Service Operations

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.

Qualifications and Skills

• Bachelors degree required, advanced degree in business, operations, finance, engineering or related disciplines preferred
• 6+ years of relevant experience that includes a progressive career trajectory and outstanding professional impact, preferably with large, multi-national companies/organizations
• 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
• 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
• Highly capable problem solver, able to work on complex problems requiring strong analytical, conceptual and quantitative ability
• Ability to create work product-focused materials / outputs, which may include PowerPoint decks, Excel models, articles, or other written deliverables
• 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
• Willingness to travel up to 80% and work in varying environments that may be challenging and/or not accessible (e.g., factories, hospitals, mines)