Capabilities & Insights Team Lead - Service Operations Job in Mckinsey & Company

Your Impact

In this role, you will collaborate closely with the Service Operations Center of Competence (SO CoC) team to tackle complex client challenges using our established portfolio of offerings and solutions. You will also contribute to the development of new proprietary tools, benchmarking databases, and knowledge resources.

A key aspect of your role will be driving people development mentoring colleagues, conducting evaluations, and creating growth opportunities. Using a strength-based approach, you'll work with SO CoC team members and global service operations experts, ensuring efficient management of workflows and teams, with a focus on operational process management and innovation. You'll also be accountable for meeting utilization targets for the SO CoC India team.

As you evolve into a trusted and proactive leader, you will inspire others by example, build trust-based relationships across the firm, and contribute to defining internal knowledge strategy. You ll drive strategic initiatives, help organize internal practice events, and thrive in an ever-changing, fast-paced environment where priorities shift and methodologies are continuously reassessed.

In addition, you will serve as a thought partner to consultants and clients, offering strategic guidance and identifying opportunities to expand the impact on both clients and teams. You will approach problem-solving creatively, often taking the initiative without waiting for direction, and collaborate proactively to create reusable knowledge and capabilities that capture the insights gained from McKinsey s engagements and changes in the business environment.

Your Growth

Based in our Gurgaon office, you will join the Service Operations (Services Ops) service line within our Operations practice. The SO CoC team combines industry, functional, and regional expertise to address clients' most pressing challenges related to efficiency and effectiveness improvement in back-office and customer operations.

You will collaborate with colleagues working across diverse industry sectors such as Banking, Insurance, Healthcare, Telecom, Hi-Tech, Transport & Logistics, and Energy, addressing service operations domains like corporate functions (e.g., HR, Finance), customer care, and workforce management.

Your role will involve blending strategic thinking with operational expertise, advising clients on developing and defining operational strategies that help solve critical service operations challenges worldwide.

Your Qualifications and Skills

• A strong academic background with a graduate degree is essential; an advanced degree in business, economics, or an MBA is preferred.
• At least 2 years of relevant experience in team management and knowledge management.
• Proven success in managing teams or delivering complex projects on an international or regional scale.
• Strong stakeholder management experience, particularly in diverse cultural environments.
• Ability to coach and mentor team members from varied backgrounds, guiding their performance and development.
• A demonstrated history of developing sustainable tools, solutions, or assets.
• Familiarity with Service Operations, with an understanding of its economic and business implications.
• High initiative and accountability, with a proactive approach to work and responsibility for outcomes.
• Excellent problem-solving, analytical, and quantitative skills, with the ability to develop creative solutions.
• Proficiency in written and spoken English for clear and effective communication.
• A professional demeanor, high work standards, and maturity in all interactions.