Brian works closely with financial services, telecommunications, and business process outsourcing (BPO) companies to transform and improve their performance. He is a leader in McKinsey’s service operations unit and has two decades of expertise in operations, commercial excellence, and strategy.
Before joining McKinsey, Brian worked as a CEO and in a variety of other executive roles in the BPO industry. He brings a unique and credible perspective when speaking to CEOs, investors, and their teams.
Recent examples of Brian’s work include:
- guiding the customer care footprint design and outsourcing strategy for a North American telco
- helping design a five-year servicing strategy for a global bank
- collaborating on the creation of an AI-based platform for the coaching of frontline employees for a European telco
- spearheading multiple strategy and M&A studies for BPO companies and investors in financial services, insurance, healthcare, customer experience (CX), and content moderation
- supporting the post-merger integration and full-potential plan for a top ten CX BPO company
- leading the sales and operations transformation for a top 15 BPO, including the relaunch of a digital offering
In addition to his role at McKinsey, Brian is a leader and committee member for the American Chamber of Commerce in Germany for the state of North Rhine-Westphalia.