Raghavendra S

• Delivering large-scale, complex programs; collaborating with leadership teams to evaluate technology challenges and identifying areas of recovery with a team of 50+ members while delivering annual revenues of approx 400mn INR annually.
• Setting out in-house quality standards for various operational areas, ensuring a high-quality customer experience while adhering to SLAs for their services.
• Handled three major partner groups and increased business by 3x.
• Built Oncology as separate vertical with business growth of 60%
• Trained team on handling and providing best care to oncology patients.
• Worked closely with marketing team to implement various strategies and attained 50% growth in TOF.
• Setting KPIs and reviewing daily, weekly, and monthly MIS and take necessary steps to be on track with respect to organizational goals and targets.
• Managed functional teams- Customer and Business Operations, Account onboarding and management, Revenue reconciliation and recovery, New business strategy execution.
• Conduct regular training and performance review.

Growth Path

• Mar’19 – Mar’21as Manager Business Operations
• April’21 –Mar’22 as Senior Manager Business Operations
• Mar’22-Jan’23 as AGM Business Operations
  

Highlights:

• Ownership of customer communication, designing of product experiences related to customer support and underlying CRM, channel tools, and services needed to power such experiences. Worked towards building these capabilities in house - Acquisition, Engagement, and Retention. Improved return rate of 10% from retargeting.
• Analyze large amounts of qualitative and quantitative data to draw insights on key initiatives and KPIs, while ensuring necessary tools are in place for achieving quarterly targets. Achieved over 10% of funnel efficiency in best quarter.
• Define quality metrics, monitor compliance, resource availability and utilization for improving patient experience. NPS of 63.
• Responsible for acquisition strategies, channel identification and optimization, content for engagement, while executing campaigns across offline and digital media which improved organic traffic.
• Managed functional teams- Customer and Business Operations, Account onboarding and management, Doctor engagement and Onboarding, Revenue reconciliation and recovery, New business strategy execution.
• Identified and automated services with internal and external integrations - Collaborating cross functionally to prepare product road map and participate in executing them, following agile methodologies for certain services and products - Onco App, Patient portal, Care Management suit for clinical flows and service recommendations- nutrition, lab tests, price quotations, medicine delivery. Achieved revenue growth of 15x.
• Managed functional teams- Customer and Business Operations, Account onboarding and management, Doctor engagement and Onboarding, Revenue reconciliation and recovery, New business strategy execution.
• Built strategic partnerships with 300+ service providers(hospitals, diagnostics centres, and pharmacy delivery partners), crafting growth strategies, competitive analysis, KPIs across 100+ cities with PnL & revenue reconciliation responsibilities of approx 600mn INR annually.
• Implemented POD processes across multiple metro cities to improve patient engagement, partner engagement, doctor engagement and also to avoid revenue leakages and improving overall business.
• Worked closely with product and teach teams to bring in operational efficiency and better customer experience through tech automations and building internal products.
• Review daily, weekly, and monthly MIS, and take necessary actions to keep performance on track and achieve organizational goals.
• Working closely with Marketing team, to implement new business strategies and drive month on month growth.
• Conducting regular doctor engagements to have better OP to IP conversion rate.

Highlights:

• Built entire medicine delivery and Lab test process from scratch.
• Coordinating with product manager to get required PRDs and tech implementations rolled out on time.
• Executed new processes and business models that turned 13% business loss into 30% business profit in medicine delivery service and reduced operations cost by 30%
• Received best team and manager award in 2018
• Managing weekly reimbursements of employees under Medibuddy wallet program.
• Managed team of operations and doctors of nearly 25 members.
  

Growth Path:

• Feb’11 – Mar’13 as Trainee
• Mar’13- Feb’16 as Team leader