Associate - Service Operations

Your Impact

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. 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 into thinking about challenging situations in new and transformative ways.

Your qualifications and skills

• Undergraduate degree required, master’s degree in engineering, business, operations or related disciplines preferred
• 6+ 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: contact center process improvement; frontline, field service or customer care process transformation; general and administrative (Finance / HR) function transformation or process implementation in the middle office (claims, mortgages, case management) 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, hospitality, financial services
• 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
• Willingness to travel up to 80% and work in varying environments that may be challenging and/or not accessible (e.g., factories, hospitals, mines)