Knowledge Analyst - 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:

• 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, 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.
• 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 part of the Gurugram or Bengaluru office Service Ops CoC, supporting client engagements for specific categories under the guidance of senior content experts while building knowledge in the service operations domain. You will support Client Service Teams by helping address content-focused questions. You will also work with CoC members and CSTs to learn and apply low-code/no-code platforms, contribute to MVPs and working prototypes, and share relevant ideas, knowledge, and emerging practices on GenAI. You will support client proposals and other client development efforts by helping gather, structure, and apply relevant knowledge and capabilities. You may be required to travel to client locations within or outside of India. At Service Ops, you will learn from a distinctive blend of industry, functional, and regional expertise while supporting teams that help clients address efficiency and effectiveness challenges across the service operations ecosystem. You may contribute to work across sectors such as banking, insurance, healthcare, telecom, hi-tech, transport and logistics, and energy, and across service operations domains including corporate business functions such as HR and Finance, customer care, workforce management, and field operations. You will support team members by contributing to problem solving, analysis, and the development of operational recommendations for clients globally. You will collaborate with teams to help solve client issues using our existing portfolio of offerings and solutions. You will also contribute to the development of proprietary tools, benchmarking databases, and knowledge capabilities. Throughout client engagements, you will work with McKinsey consultants, client representatives, and global Service Ops experts, with responsibilities that may include: supporting efficiency and effectiveness benchmarking and operations diagnostics for corporate business functions such as HR and Finance, as well as call centers, using McKinsey’s proprietary frameworks, toolkits, and databases; supporting the application of digital and technology solutions from McKinsey’s portfolio of assets and solutions; contributing to customized solutions and support the development and maintenance of the team’s proprietary analytical tools, databases, and knowledge development projects; and helping to create reusable knowledge and capabilities that capture insights from McKinsey engagements and evolving business environments. You will support activities including data collection and analysis, client interviews, problem solving, and deliverable creation. You will help analyze data, convert raw client inputs into structured outputs or dashboards, and generate insights linked to key business questions. You will also support solution implementation, data management, analytics, and visualization for client engagements, while developing the ability to translate insights into practical client impact.

Your Qualifications and Skills

• Bachelor’s degree in engineering, technology, analytics, or a related discipline; a master’s degree or MBA with an operations focus is a plus
• 1+ years of relevant experience in service operations, business operations, analytics, or a related environment with exposure to digital or AI-enabled ways of working
• Coding skills in Excel VBA, Excel Macros, R, Python or any other open-source language
• Specific knowledge of the Service Operations domain, including topics such as General & Administrative functions, customer care, aftermarket and field services, workforce management, process excellence, benchmarking, diagnostics, and digital solution implementation is desirable
• Excellent problem-solving skills including the ability to disaggregate issues, identify root causes and recommend solutions
• Ability to work under pressure, manage priorities, and deliver high-quality work in a demanding, result-oriented team environment
• Ability to work effectively with people at all levels in an organization and collaboratively within a team
• Self-motivated, service-oriented, and comfortable learning new tools and approaches
• Strong written and verbal communication skills, with the ability to explain complex ideas clearly and effectively