Durgesh Sawant

Enterprise GenAI Strategy Governance & Implementation:

• Administered the ‘AI First’ governance agenda with Go-to-Markets (GTM) function and strategic business units to drive alignment & accountability
• Global leadership council governance enabled the organization to stay on track of GenAI metrics & goals
• As a sounding board facilitated the strategic planning processes with cross functional BU leaders by: employing a combination of researching, benchmarking, and analysis of data & artifacts
• Providing a credible challenge to assist risk evaluation, following up on action plan
• Maintained a GenAI library of use cases to empower business units for RFI/ RFP’s client conversations
• Articulated condensed information going into the executive’s suite (board/ investor forum materials)
• Curated educational programs for staff and customers, focusing on AI capabilities

Financial Services Transformations:

• For a leading US Bank, critically examined 5 major processes, 5 business units, 1500+ FTEs in 2nd line of testing and validation R&C function to craft a solid transformation roadmap of recommendations focused on existing workflow enhancements to address the Matter Requiring Attention (MRA) feedback from CFPB regulatory document. Cross collaborated with business users, technology to define business requirements and facilitate functional solution design for execution (Impact - $17M)
• For a leading US Pre-paid cards provider, designed long transformation roadmap consisting smart robotic automations (RPA) roadmap for chargebacks, dispute processes to generate savings of $1.8M
• For a leading UK Consumer Credit Cards provider examined process to define smart, simplified cost-effective complaints handling intake process resulting in significant reduction of intake at First Point of Contact (impact $1.75M)
• For marquee banking client partners (12+ top clients, 3000+ offshore FTEs) conducted Kaizen root cause workshops on the existing telephony/ contact center capabilities to design an intelligent omni-channel Point of View (Maturity analysis, Reactive state to best in class transformation path) recommending digital interventions
• For a leading US Auto Loan provider, led the target operating model engagement to conduct variation/gap study analysis on process, policy & systems to identify waste & recommend Lean operating roadmap and service placement strategy (Impact - $8M)
• For a major US Auto Loans Provider redesigned a smart collections efficiency strategy to positively impact Right Party Contacts ($13M direct impact on cashflow)
• Examined end to end insurance claims process for a leading global insurance giant (P&C) to drive customer-centricity, insight driven analytics leading to a significant reduction in its claims-handling expenses and indemnity costs

Consumer Goods, Healthcare & Life Sciences Transformations:

• For a leading US Medical and Pharma distributor, instrumental to transition a complex siloed fragmented bot support operations and ensuring scaling strategic needs to a set up a center of excellence across multiple business units (Impact: $3.5M)
• For a leading US provider of cleaning & hygiene products, assessed the finance shared services existing process maturity capabilities, conducted and analyzed the global activity surveys to re-imagine a robust blueprint of service placement strategy (Impact - $8M)
• For a leading US Health Records Information organization, assessed & executed acceleration of centralization of systems & operations to simplify and securely connect health decision makers (Impact: Cost savings)
• Finance Shared Services Gain Share program: For a leading US Healthcare manufacturing & solutions business, as a sounding board to the CFO organization identified P&L opportunities outside of routine service contractual SLA’s (Impact - $14M)
• For a major US drug retail chain’s patient care, re-imagined business process outcomes for the inbound and outbound telephony collections strategy to deliver a cashflow impact of $2.5M

• Instrumental developing the transformation strategy for 15+ champion accounts contributing ~30% of the region’s revenue
• Co-created a pool of pipeline transformation projects ensuring seamless delivery of client’s CXO priorities
• Built trusted client partnerships by managing the most complex client steer co
• Stakeholder conversations
• Designed & executed an innovation council for ideation pool with a spotlight on automation & digital interventions
• Mentored and empowered business operations catalysts to generate outstanding client impact
• 40+ hours of Lean trainings & Kaizen Value Stream mapping workshops enabled a strong quality DNA