Saharsh Bhanawat

• Low CSAT/NPS scores emerged as a key concern for the bank, prompting a focused initiative to improve customer journeys across digital and assisted channels
• Led the design and rollout of a structured Front Door Governance Model to intake, assess, and deliver high-impact CX enhancements aligned with strategic priorities
• Collaborated with 50+ cross-functional stakeholders (Product, Ops, CX, Risk, Tech) to convert fragmented business asks into agile-ready digital interventions
• Scaled the program beyond CSAT/NPS to institutionalize digital enhancement intake across compliance, risk, operational efficiency, and customer effort themes
• Drove requirement deep-dives, solutioning workshops, and functional documentation to bridge strategic outcomes with delivery, ensuring speed, traceability, and CX impact

• Key Projects
• Project 1: Divestiture of a global bank’s consumer business into an Indian private sector bank (Deal size: ~12k Cr)
• Liaised with a cross-functional teams (50+ stakeholders (from PMs to MDs) across 15+ teams in India & abroad) and established Separation Management Office (SMO) for end-to-end transformation (achieved 100% transfer readiness by managing 900+ activities/80+ milestones)
• Conceptualized, designed, & executed “Residual Systems framework”, optimizing over 15 Lakh CASA a/cs and credit card customers
• Formulated concept notes and Business Requirement Documents (BRDs) for process transformations involved in Residual setup
• Led the transition of non-transferable bank accounts, cards, & loans from existing system to new Core Banking System
• Created eco-system in target Core Banking system for transfer of over ~7000 accounts under Residual System
• Post merger integration: Developed and executed a strategic plan for the “RemainCo division” post-divestiture, ensuring operational efficiency, robust processes, KPIs, Vendor Onboarding, risk management frameworks, and RPAs for regulatory reporting (AUM of ~1700 Cr)
• Oversee change management and transformation in entire retail vertical (across multiple geographies) to align it with organization’s new objectives and structure. Also, supported regional teams in other south Asian countries - Philippines, Taiwan, Malaysia, and Singapore in adopting migration mechanisms and learnings from India transformation
• Project 2: Process Re-engineering/Transformation for a Gulf Bank/Jordan Bank (bank has assets worth ~10 billion)
• Drove transformation initiatives for key processes (Individual Savings Account, Retail & Corporate Lending) for a Gulf Bank
• Introduced end-to-end journey for instant Savings Account Opening & reducing Turnaround Time (TAT) for retail lending (reduced by 40%)
• Created user stories, process flows and assisted in BRD creation for technology vendors to implement suggested strategies
• Elevated First-Time-Right (FTR) percentage in application processing to an impressive 80% (from earlier 60%) through transformative measures
• Devised comprehensive distribution strategy for asset products and orchestrated the digitalization of core activities, significantly enhancing operational efficiency (identified 15 process improvement opportunities by collaborating with teams in Dubai and Jordan)
• Other Projects and Proposals
• RBI License application for Pre-paid Payment Instrument (PPI) for a NBFC (including Business plan & Go-to-market strategy for business unit – As per proposed plan, business unit’s Profitability turnaround was 5 years
• Collaborated on multiple successful Pitch Decks, POV Documents and Proposals, with a cumulative net value of INR 7 Cr.
• Played a pivotal role in developing a “Cost to Serve” analytics model for a leading NBFC
• Conducted a comprehensive Commercial Due Diligence (CDD) of an SME-focused Indian fintech startup
• Product Manager – HNW (High Net Worth Banking; Classic/Preferred/Imperia)
• HDFC Bank, Mumbai (Corporate Office) | June 2019 – Sept 2021
• Score Card, Incentive Logic Conceptualization
• Conceptualized RM score card, considering income trends, bank objectives, and portfolio configuration.
• Created RM Dashboards, Score Card Calculator, and Predictive Incentive Calculator to assist RMs in planning their sales effectively
• Conducted incentive drives for RMs by identifying common hooks in distribution channels, cross-sell strategies, and product bundling
• Liability Management
• Realized the value growth in the “Classic Banking” portfolio (one of the HNI programs) – 12% growth in portfolio size in 1 year
• Executed sales drives & distribution strategy across regions to achieve goals for value and volume growth -achieved 20% y-o-y growth
• Customer Experience and Engagement Management
• Conducted studies on Voice of Customers, campaign results, and customer complaint analysis to evaluate the accuracy of Next Best Action (NBA) and identify areas for improvement
• Creating extensive user stories and personas to elevate customer experience by implementing digital process innovations & automation.
• Projects Undertaken
• Product Roadmap Development by overseeing the automation and digitization of program onboarding, eliminating the need for human intervention, and optimizing efficiency
• Assisted external consultants, technology partners, third-party vendors, and other product teams in bank-wide projects
• Designed and developed impactful collaterals, including one-pagers, brochures, and customer gifting materials

• Conceptualized RM scorecards based on income trends, portfolio profiles, and bank objectives
• Built RM dashboards, scorecard calculators, and predictive tools to support data-driven sales planning
• Drove incentive campaigns using distribution hooks, cross-sell levers, and bundled offerings

• Delivered 12% portfolio growth in the HNI Banking segment over one year
• Executed regional sales strategies, achieving 20% YoY growth in liability value and volume

• Analyzed VoC, campaign data, and complaints to assess NBA accuracy and CX gaps
• Created user stories and personas to guide digital process innovations and automation

• Developed product onboarding roadmap with full automation, eliminating manual dependencies
• Supported firm-wide initiatives with consultants, tech partners, and internal product teams
• Designed impactful customer-facing materials including brochures and gifting assets

• Served as Project Owner and Business Analyst on multiple ERP and custom software development projects across Agile, Hybrid, and Waterfall environments
• Led end-to-end project delivery including requirement gathering, planning, and implementation; acted as a strategic liaison between clients and development teams
• Prepared user stories, prototypes, and key documentation including proposals, SRS, and functional specifications
• Played a critical role in User Acceptance Testing (UAT), including the design and execution of test scenarios

• Worked closely with the CEO to drive execution of strategic initiatives and deliver product demos to clients, investors, and key stakeholders
• Led the UX revamp of the e-learning platform (LMS) to improve user engagement and intuitive navigation
• Coordinated with external stakeholders including Subject Matter Experts and vendors, and conducted competitive benchmarking and gap analysis to support product enhancements

Managed EDI (Electronic Data Interchange) transaction files for the US Healthcare and Employee Benefits domain, focusing on EDI services and implementation