Nuno is a partner in the Lisbon office and a member of the leadership group of the European Operations Practice. Currently, Nuno leads the Mckinsey Customer Care service line.   Since joining the firm in 1998, Nuno has served clients in the banking, cement, pulp and paper, telecom and media industries with a strong focus on operations, business unit strategy and sales force optimization.   Nuno’s work in operations includes helping institutions integrate lean principles and define operational and efficiency plans. For example, he supported the introduction of lean manufacturing principles in the back-office, support functions and branch network of a major financial institution, and supported the improvement of operations, including throughput increase, cost reduction, and pricing enhancement of a basic materials company.   In customer care, Nuno has helped more than 30 different institutions across Europe, the Americas and Africa identify opportunities to increase their call center productivity, improving results and service quality. He has also supported clients in other customer care areas; for example, he helped a leading direct bank in increasing its sales force effectiveness and a major cable company in reviewing its commercial and churn management approach. EXPERTISE   Chemicals Financial Services Media & Entertainment Operations Paper & Forest Products PUBLISHED WORK   “Portugal: The imperative of growth” (PDF–1.9 MB), McKinsey & Company and Confederacao Empresarial de Portugal, December 2011   PAST EXPERIENCE   Instituto Superior Técnico Teaching assistant of industrial process optimization   EDUCATION   Harvard Business School MBA   Instituto Superior Técnico Undergraduate degree in chemical engineering

 Media and Entertainment Operations