Summary
Overview
Work history
Education
Skills
Timeline
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Ryan D'cruz

Feltham

Summary

With over seven years of strategic and people-focused management experience in operational environments, delivering on given key performance indicators. Proven ability to lead cross-functional teams with clarity, empathy, and purpose—fostering high performance through mentoring, collaboration, and leading by example. Prince2 foundation qualified and skilled in navigating complex, fast-paced service delivery settings, with a strong focus on continuous improvement, stakeholder engagement, and quality assurance.

Adaptable and solutions-oriented, with a talent for aligning teams to shared goals, identifying operational risks, and implementing practical solutions that drive service effectiveness. Brings a confident communication style and a hands-on approach to problem-solving, underpinned by sound judgement and a commitment to building trusted relationships across all levels and stakeholders. Passionate about creating a positive culture, embedding standard operating procedures, and enabling teams to thrive through coaching, process innovation, and a collective focus on delivery.

Overview

7
7
years of professional experience

Work history

Contract Manager – Healthy Hounslow

MoreLife
10.2023 - Current
  • Lead operational delivery of a borough-wide integrated lifestyle service, managing a £812,264 annual budget and a multidisciplinary team of 18 across stop smoking, health coaching, digital, marketing, and admin functions.
  • Took over the contract under local authority improvement measures and, within three months implemented operational changes successfully removed it from the improvement plan, preventing withdrawal of funding / service decommissioning.
  • Collaborate cross-functionally with NHS Trusts, GPs, leisure providers, and Public Health teams to ensure seamless service pathways and stakeholder alignment.
  • Provide strategic oversight on performance, producing weekly SitRep reports, monthly KPI dashboards, and quarterly OHID/NHS Digital submissions for commissioners and senior leadership.
  • Resolve service delivery bottlenecks through agile-style working, including inter-team workshops, iterative process testing, and joint review meetings.
  • Delivered significant service improvements: increased 4-week quit outcomes from 232 to 510 and annual referrals from 5,251 to 7,000+ within two years.
  • Improved end-user experience by redesigning pathways and contact protocols, reducing backlog from 2 months to within 48-hour contractual standards.
  • Enhanced operational efficiency by introducing shared logs, digital surveys, and tracking tools—resulting in a 55% improvement in initial contact times and a 36% reduction in lost-to-contact rates.
  • Oversaw SOP development, quality assurance processes, and contract compliance, ensuring high standards across all services.
  • Secured additional investment for expanded delivery, including 2 FTE roles for smoking cessation and further programme funding.
  • Led digital innovation including CRM development, SystmOne unit improvements, and website rebranding—boosting client satisfaction from 6.5/10 to 8.5/10.
  • Supported national bids and tenders with operational insight (e.g., Manchester, Ipswich,
    Walsall), contributing to scalable models and service growth.
  • Built and maintained trusted relationships with local stakeholders, leading two borough-wide Stoptober campaigns and restoring pharmacy partnerships with 16 local sites onboarded.
  • Contributed to programme-level leadership by supporting internal bid writing, strategic planning, and shaping delivery models across regions.
  • Support senior leadership by preparing performance decks, presenting at review meetings, documenting service plans, and providing written updates to internal stakeholders and commissioners.

Health Outreach Team Manager

London Borough of Hounslow
01.2022 - 05.2023
  • Conducted audits and risk assessments to achieve regulatory compliance, for new sites across the borough.
  • Affiliated with 10+ various organisations, most notably NHS England.
  • Persuaded and negotiated 3 months of additional funding for the central store.
  • Aided senior leadership by recommending corrective actions and improvements to company operations and programs.
  • Self-monitored stock and liaised with deliveries. Reduced excess stock, generating savings of 12%.
  • Achieved number 1 team out of five across a project for positive engagement/results.
  • Facilitated daily staff scheduling and monitored sickness and poor performances.
  • Developed team's product knowledge, resulting in increased uptake of programs. Achieved above-expected targets. Two-month program target of 100 sign-on for Beezbodies was exceeded by 160.
  • Developed monthly staff appraisals and promoted ongoing professional development. Upskilled 3 staff operatives through targeted training. Developing enhanced team capabilities.
  • Resolved complex disputes and handled difficult customers professionally, offering practical solutions to maintain customer satisfaction.
  • Managed teams by overseeing the hiring, training, and professional growth of employees.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.

Engagement team manager

London Borough of Hounslow
01.2020 - 01.2022

Online Team Leader

Sainsburys
06.2018 - 12.2020

Education

Bachelor of Science - Sport Science

St Mary’s University, Twickenham
London
06.2017

A-Levels -

Feltham 6th Form
06.2014

GCSEs -

Feltham Community College
06.2012

Skills

  • Stakeholder Management
  • Leadership expertise with conflict resolution
  • Change Management & Adaptability
  • Cross-functional Collaboration
  • Microsoft applications
  • Service Delivery & Operations
  • Communication & Influencing
  • Strategic Planning & Prioritisation

Timeline

Contract Manager – Healthy Hounslow

MoreLife
10.2023 - Current

Health Outreach Team Manager

London Borough of Hounslow
01.2022 - 05.2023

Engagement team manager

London Borough of Hounslow
01.2020 - 01.2022

Online Team Leader

Sainsburys
06.2018 - 12.2020

Bachelor of Science - Sport Science

St Mary’s University, Twickenham

A-Levels -

Feltham 6th Form

GCSEs -

Feltham Community College

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