Your Growth 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:
- 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.
- 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. We not only encourage diverse perspectives, but they are critical in driving us toward the best possible outcomes.
- 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.
- 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.
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. 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.
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)
