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.