ANAND MOHAN
Bangalore
Summary
Operations and Strategy leader with demonstrated success in developing and implementing data-driven process improvement solutions, which include gathering and analyzing information, formulating and testing hypotheses, developing customized solutions, and then implementing the solution and driving it to meet the objective. Great at deploying governance frameworks, which reduce operational costs and enhance customer experience.
Overview
9
9
years of professional experience
Work History
Associate General Manager
HOMELANE
Bangalore
04.2024 - Current
- Established central governance to enforce process compliance and boost PM productivity from 5 to 7 handovers per month.
- Redesigned operational workflows to enhance customer experience, raising CSAT from 2.5 to 3.8.
- Led cross-functional initiatives, improving First Time Right (FTR) from 45% to 75%, and reducing FTR cost from Rs 25L to Rs 12L per month.
- Drove data-backed collaboration across Production, Logistics, and Execution, improving timeline guarantee compliance from 65% to 92%.
Senior Manager - Delivery
HOMELANE
Bangalore
04.2022 - 03.2024
- Owned delivery KPIs—revenue forecasting, project funnels, and customer delight—thus driving growth from Rs 11 Cr to Rs 17 Cr per month.
- Improved customer experience via feedback insights and cross-functional alignment, increasing NPS from 45 to 75.
- Optimized workflows and enforced team accountability, reducing project closer TAT from 75 to 65 days.
Customer Experience Manager (Customer Excellence)
ACT FIBERNET
Bangalore
08.2020 - 04.2022
- Managed end-to-end post-sales customer journey for a 100K+ user base; leading a team of 150+ individuals spanning four managerial hierarchies.
- Revamping pro-act checklist (Chronic Elements & Service Reassurance) thereby decreasing the net churn to less than 1.5%.
- Revamping preventive maintenance programs that reduced field fault rates (FR) from 45% to 30%, and raised CSAT from 60% to 85%.
- Streamlined CxM: Deployment Appointment Scheduler (Feasibility, Roaster & Skills), reducing deployment TAT from 2 days to 20 Hrs.
- Handling daily ticket size of more than 900 with average resolution time of 8 Hrs. thus maintaining uptime of 99.6%.
- Handling daily new customer onboarding of 200+ with average installation time of 20 Hrs. post sales.
City Manager (Business Operations)
TRUEBIL
Delhi/NCR
02.2019 - 05.2020
- Directed B2B operations with full P&L responsibility; supervised 40 direct/indirect reports in Quality, Supply, Logistics, Sales, and Operations.
- Launched offline & online auction platforms in NCR, doubling unit sales & revenue within 6 months, and reducing stock-in age from 45 to 30 days.
- Negotiated new logistics partnerships (Drive U), slashing documentation TAT by 50% and cutting transportation costs by 22%.
- Achieved a yearly GMV of INR 30+ Cr, scaling monthly car sales from 60 to 285 units and average ticket size from INR 1.25L to INR 1.80L in a year.
Process Excellence
NESTAWAY
Bangalore
03.2018 - 02.2019
- Collaborated with Product and Tech teams to streamline vendor partner APP execution steps (from 37 to 15), elevating adoption from 12% to 80%.
- Redesigned service MAP for overall vendor teams, improving service efficiency from 30% to 57% and cutting third-party vendor cost by 21%.
- Launching Finance Flow for vendors hence reducing the TAT for vendor payment from 10 days to 3 days (Primary reason for attrition).
- Launching live track of vendors to give clear visibility to customers and team leads result in on-time resolution of TTs from 43% to 79%.
Operation Manager
NESTAWAY
Bangalore
07.2016 - 03.2018
- Handled Ops & services with 100+ employee with daily ticket inflow of 700 with 99% successful closure rate and 63% same day closure.
- Revised pre-cost analysis for house onboarding/tenant move-in & move-out checklists, cutting overall costs by 14%.
- Minimized empty-bed by proactively doing maintenance to avoid future cancellation, reducing post-visit tenant conversion from 41% to 27%.
Education
B-Tech - Electronics And Communication
National Institute of Technology Karnataka (NITK)
Surathkal01.2016
Skills
- Operational excellence and process optimization
- Project management and lean methodologies
- Cross-functional collaboration and stakeholder management
- Data-driven decision-making
- Data analytics and forecasting (MS Excel and SQL)
- Six Sigma Green Belt
- P&L management
- Strategic planning and problem solving
- Root cause analysis (RCA)
- Customer experience enhancement
- MS Excel
- Business operations
Accomplishments
- Best Operations Manager (PAN India), FY 2017-18, Nestaway
- Employee of the Year (Senior Manager - Delivery), 2023-24, Homelane
Timeline
Associate General Manager
HOMELANE
04.2024 - Current
Senior Manager - Delivery
HOMELANE
04.2022 - 03.2024
Customer Experience Manager (Customer Excellence)
ACT FIBERNET
08.2020 - 04.2022
City Manager (Business Operations)
TRUEBIL
02.2019 - 05.2020
Process Excellence
NESTAWAY
03.2018 - 02.2019
Operation Manager
NESTAWAY
07.2016 - 03.2018
B-Tech - Electronics And Communication
National Institute of Technology Karnataka (NITK)