Dhananjay Shashidharan

CEO

Gurgaon, Haryana, India12 yrs 9 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Led cross-functional teams to deliver complex programs.
Achieved significant cost reductions in product management.
Improved customer experience through innovative solutions.

Stackforce AI infers this person is a Fintech and E-commerce expert with a strong focus on product and program management.

Contact

Skills

Core Skills

Product ManagementProgram ManagementCustomer Relationship ManagementProject ManagementDigital MarketingProcess ExcellenceCustomer Experience

Other Skills

BFSIConfluenceCustomer Relationship Management (CRM)Customer ServiceDigital BankingFinancial ServicesGoogle AnalyticsGrafanaJiraMarket AnalysisMarketing StrategyMicrosoft ExcelMicrosoft OfficeMicrosoft WordNew Relic

About

Outcome-driven, self-directed and high-performance technology professional with an excellent record of more than six years spanning across Program/Project Management and Product Definition/Management. Extensive hands-on experience in delivering complex, business critical, cross-functional programs from concept to launch for user experience, growth and reliability. Dedicated to maintaining a reputation built on knowledge, service and uncompromising ethics.

Experience

Blinkit

2 roles

Head Of Customer Delight

Promoted

Oct 2021 – Present · 4 yrs 5 mos

Heading the customer delight function at blinkit comprising of Product, Engg, Data, Design, Operations & Social Media

Senior Product Manager

Nov 2019 – Oct 2021 · 1 yr 11 mos

Role: Senior Product Manager
Function: Consumer Product - Payments & Customer Delight
Business Outcomes:
 Refined the current POS Product to specific use cases which resulted in 50% Reduction in per License Cost (~ 36 Lacs Overall).
 Developed an Offer Feature in the existing product which enabled us to react faster to market
sentiments which helped us to Increase GMV as well as Improve Margins.
 Fortnightly LM Trainings helped in reducing the overall Merchant Queries/Issues by 30%.

Product ManagementProgram Management

Freecharge

Technical Program Manager

May 2019 – Oct 2019 · 5 mos · Gurgaon, India

Role: Technical Program Manager
Function: Program Management
Business Outcomes:
 Managing the E2E implementation of Axis Bank’s Financial Services products like Fixed Deposit,
Credit/Debit card EMI on Freecharge platform.
 Conceptualized and implemented Standing Instructions on Credit Card for Postpaid Recharges &
Bill Payments which resulted in increment of 8 Lacs/day in company’s overall GMV.
 Key member to the Axis Bank Digital Banking Initiative to create a banking platform on Freecharge
which provides consumers a seamless journey to buy multiple Financial Services products on
Freecharge Platform.

Program Management

Apollo munich health insurance

Senior Project Manager

Oct 2017 – May 2019 · 1 yr 7 mos · Gurgaon, Haryana, India

Role: Senior Project Manager
Function: Digital Marketing & Sales
Business Outcomes:
 Architected a new Payment Platform for all online transactions of Apollo Munich which resulted in an improvement of payment success rate from 82% in Dec’17 to 96% in Jun’18.
 Onboarding of few of the top payment gateways in India with rigorous commercial negotiation resulted in 40% reduction in MDR cost payout to the payment gateways. Savings on account of this negotiation is 75 Lacs annually.
 Conceptualized and implemented a Low Cost EMI model for the customers for paying their premiums with 50% Reduced Interest Rates resulted in the policy buying uptake of 2% on the overall company’s annual business. This 2% contributed about 44 Cr in company’s total revenue.
 Conceptualized and implemented AEPS (Aadhar Enabled Payment System) for premium collection from customer’s via Aadhar Number & Biometric Scanning which resulted in 30% reduction in cheque collection enhancing the Operational Efficiency of the overall customer journey.
 Heading & Managing the OneApollo Loyalty Program for Apollo Munich run by Apollo Group.
 Heading the B2B platform for Apollo Munich and managing the Sales Journey Lifecycle for Corporate Agents, Brokers & Web Aggregators.
 Conceptualized and implemented new Integration Mechanism & Policies which resulted in reduction of the overall Onboarding TAT of these partners by 78%.

Project ManagementDigital Marketing

Snapdeal

Process Excellence Manager

May 2013 – Oct 2017 · 4 yrs 5 mos · Gurgaon, India

Role: Process Excellence Manager
Function: Customer Experience
Business Outcomes:
 Conceptualized an Installation Process resulting in improvement of serviceability reach from 5% in Mar’16 to 75% in May’16.
 Initiated the development of a Security Management Tool which resulted in reducing fraudulent activity cost by 3 Cr Per Month.
 Saving on account of reduction in returns by 7 Cr on account of troubleshooting over call.
 Reduction in returns by 2 Cr Per Month after introduction of door-step troubleshooting.
 Represented a 5-member team in Falcon Project – Ecommerce Retail which resulted in improvement of CSAT scores from 61% in Jan’16 to 88% in May’16. This project also ensured increment in refund speed from 20% in 2 days to 81% in 2 days.
 Was involved in the modification of Routing Rules On Salesforce which ensured correcting routing of complaints from 75% to 100%. This also ensured the resolution time of these complaints to curb from 4 mins to 2 mins.
 Oversaw the development of Call Me Now feature on Snapdeal, which resulted in expansion of scope of target audience from 8% in Sept’15 to 96% in Jan’16. This feature also ensured call back to customers within 30 mins which resulted in increment of CSAT from 65% to 83%.

Process ExcellenceCustomer Experience