Implementation Associate - Process Improvement (Service Operations)

You'll be working with McKinsey Implementation - a rapidly growing capability for our firm - in one of our offices in North America. As a member of MI, you'll work closely with our client project teams, providing end-to-end support to ensure the clients are able to deliver and sustain the full benefits of McKinsey's recommended change in their business.

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 engage at a deep level across our clients' businesses, working in small McKinsey teams, but often working with many clients, to build the capabilities, systems, and processes needed to deliver bottom-line results with an aim to ensure those results will be sustained. Our work is about coaching and delivering lasting outcomes.

You will help clients build capabilities in delivery and execution, both during an active project and continuing after our consultants have shared their recommendations. Your primary long-term projects will be closely related to our traditional projects and will provide clients with decisive support in the introduction and implementation of strategic consulting concepts in Service Operations.

You'll act as an expert in implementing holistic transformation including customer experience/service design, frontline & field operations process improvement, corporate business function optimization, and/or customer care with cross-cutting foundation capabilities to deliver significant and sustainable cost impact. We provide a unique set of tools and techniques to help clients identify opportunities for improvement and implement recommendations in support of our client's business objectives.

• Undergraduate degree required, master's degree in engineering, business, operations or related disciplines preferred

• 7+ years of relevant experience that includes a progressive career trajectory, outstanding professional achievement and impact preferably with large, multi-national companies/organizations

• 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.

• Highly capable problem solver, able to work on complex problems requiring strong analytical, conceptual and quantitative ability

• Proven record of leadership in a professional setting

• Ability to work collaboratively in a team and create an inclusive environment with people at all levels of an organization

• Willingness to travel up to 80%