Dhanush Ram. K

Program Management

• Conceptualised and executed a metrics dashboard that provided real-time insights, reducing decision-making time by 30%.
• Led the project for creating an automated tool to eliminate product types , yielding a productivity improvement by 10%.
• Drove process optimisation using Lean Six Sigma methodologies, yielding a 15% increase in efficiency.
• Conceptualised and implemented a framework for work allocation across processes.
• Collaborated with global tech teams to articulate and prioritise feature requirements for systems and tools, ensuring alignment with business needs and operational goals.
• Led a backlog reduction project, successfully decreasing daily case inflow from 12,000 to 800, significantly improving operational efficiency and turnaround time.
• Designed and implemented process training modules, successfully onboarding and training 500+ new hires.
• Developed and implemented an automated tool that helps in seller communication, reducing the communication errors by 70%.
• Led the end-to-end inflow projection project, from initial planning to process onboarding, while conceptualising and building a dashboard for real-time visibility
• Spearheaded the project of identifying inactive products, which improved the process inflow by 30%.
• Coordinated the launch of a new scorecard platform, resulting in a 70% reduction in manual input.
• Managed cross-functional teams to deliver two critical projects within a 12-month period, ahead of schedule.

Operations Management

• Owned and optimised a key process metric, achieving a 65% improvement and surpassing the program goal
• Established a quality assurance mechanism for the process, elevating quality performance from 94% to 99.9%
• Developed mechanisms to ensure inflow and capacity are aligned at all times.
• Developed resource-efficient strategies to onboard a new process without additional headcount, by optimizing the current process.
• Strategised workflows in cooperation with internal and external stakeholders.
• Coordinate with teams in the implementation of new operational activities, including training, SOP development, etc.
• Create KPIs to ensure compliance with program and operational requirements.
• Provide RCA and COE on escalations by conducting a thorough deep dive.
• Collaborated with cross-functional teams across multiple nodes to mitigate risks and ensure seamless project implementation.
• Hire and develop talent for the operations team, and create and monitor Career Growth Plans for direct reports.

• Handled the North Cluster of Bangalore, covering 70+ properties
• Manage the P&L and end to end operations of the properties
• Devised multiple compliance metrics for the team to adhere to on a daily basis
• Ensure the team meets the compliance metrics for smooth flow of operations
• Ensured property level profitability by optimizing the overall operating cost to the property
• Established process to streamline guest and employee level escalations on a daily basis
• Classify the type of escalation and ensure they are addressed and resolved within the TAT according to the SLA
• Devised multiple key level strategies to ensure maximum conversions of customers
• Established process to identify properties that needs to be churned, increased overall occupancy by 15%
• Cost optimisation at properties and reduced property level Opex by 22%
• Coordinated multiple ground level activities, increased walk ins to the property by 50%
• Manage multiple vendors who are directly/indirectly associated with Oyo
• Drive overall demand through various channels and improve the conversion at the property level
• Generated highest conversion of “schedule a visit” across Pan India consistently
• Hiring team to match the business growth needs and manage 50+ staffs
• Involve in supply and pricing decisions through property and area insights

• Responsible for driving the guest experience of all new properties in the cluster for the first 30 days
• Proactively identify areas of concerns and highlight to stakeholders for resolution
• Ensure the property meets the required compliance in accordance to our 3C policy
• Implement methods to ensure positive guest experience for new properties
• Ensure the Property Managers and Trainers meet the compliance target set
• Ensuring on track Quality Audits of properties across the cluster and work closely with the ground team to ensure smooth running of ops
• Initiated training modules on hospitality and central applications for increasing property level conversions
• Ensured the UH% of properties in Bangalore are below 10%
• Implemented process to identify the area of concern by frequent interactions with guests and collecting their feed -backs

• Business planning for the zonal level with each city as a Profit Centre
• Spearheaded Day to Day operations, responsible for Productivity enhancement, NPS, CSAT improvements, TAT maintenance
• Responsible for Hiring, training, Incentives and appraisals of Executives and Managers
• Directly Heading a team of managers and executives
• Built compliance metrics to ensure the onboarding of the right set of doctors to the platform
• Overlooked the sales process and set month on month targets
• Outsourced the telesales function and improved CX retention by 10%
• Guidance and feed-backs in developing the product to meet the customer demands and industry standards
• Managed the P&L of the projects handled across South India
• Built a SOP of parameters to determine the kind of customers compatible with the company’s parameters
• Established two different business models, B2B in collaboration with Logistic Parks and B2C model by rolling out an app for the consumers and doctors
• Devised strategies in identifying the channel of sales and marketing for the audience to be targeted in terms of operations bandwidth

• Accountable for Client Satisfaction Scores for effective service delivery
• Deploying service delivery executives for handling various escalation related to the product
• Gathering the requisite data with accuracy and quality standards from the partner premises prior to the launch and deployment of the product
• Responsible for managing the process of launch/deployment of Enterprise product at the partner/client premises within the specified SLA
• Resource planning and managing the team of service delivery leads and service delivery executives
• Recruited, trained and led a team of Service Delivery Executives
• Spearheaded the launch of Practo’s operations in Ranchi and Kolkata
• Studied and analysed all the key players in Medical, Wellness and fitness segment and on-boarded them
• Presenting data to the key stakeholders and decision makers of the Client, including CEOs, Senior Doctors, Head or IT/Marketing/Operations about the benefits of the product before and during the launch
• Continuously monitor and upgrade individual performances and overachieving targets
• Accountable for CSAT of the clients for effective service delivery