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Rohit Sood

Senior PartnerToronto

Rohit Sood

Senior PartnerToronto

Brings digital-operations and lean-management expertise to help clients in the banking, insurance, retail, and healthcare sectors win in new ways

Rohit leads McKinsey’s North American Digital Operations Practice. He advises companies in a variety of service-oriented industries, including banking, insurance, wealth and asset management, healthcare, and retail.

In collaboration with executives, Rohit helps design innovative service-delivery models that enable top operational performance and help achieve overall corporate-strategy objectives. His work addresses a broad range of performance-improvement challenges, including operating-model design, end-to-end process optimization, management capability building that leverages lean approaches, and footprint optimization.

Recent examples of Rohit’s work include:

  • leading a digital-operations-excellence program focused on achieving significant improvement in combined operating ratio for a leading insurance company, including implementing zero-based redesign and implementation across core functions (for example, underwriting and claims) and leveraging lean and advanced analytics
  • guiding a digital-operations transformation program for a North American bank focused on significant improvement in efficiency ratio for all channels (for instance, branches, call centers, online, and mobile), client journeys and products, and core support functions across the global footprint
  • directing a digital-operations transformation for a large global FI focused on zero-based redesign of the customer experience, followed by the deployment of an integrated digital and lean solution

Rohit has been an invited speaker at a variety of professional events, sharing insights on strategy, innovation, and the future of digital operations.

Published work

Gen AI: A guide for CFOs,” McKinsey & Company, November 2023

Winning in telecom CX,” McKinsey & Company, March 2023

Your questions about automation, answered,” McKinsey & Company, July 2022

New operations management systems for a digital world,” McKinsey & Company, June 2022

How CEOs can win the new service game,” McKinsey & Company, May 2022

Coronavirus’ impact on service organizations: Weathering the storm,” McKinsey & Company, April 2020

How to start building your next-generation operating model,” McKinsey & Company, March 2017

The next-generation operating model for the digital world,” McKinsey & Company, March 2017

Transforming operations management for a digital world,” McKinsey & Company, October 2016

Transforming expert organizations,” McKinsey & Company, January 2016

Past experience



Northwestern University, Kellogg School of Management

Indian Institute of Management
PGD, management

Indian Institute of Technology
BTech, materials science, metallurgical engineering