Harish Janardhanan
Chennai,TN
Summary
Dynamic and results-driven executive with over 25 years of experience leading large-scale operations in customer lifecycle management, revenue optimization, and digital innovation. Adept at crafting and executing strategic initiatives that enhance customer satisfaction, reduce churn, and drive profitability. Proven expertise in integrating AI and technology to streamline operations and deliver seamless customer experiences. Skilled in leading diverse teams, fostering cross-functional collaboration, and adapting to evolving market trends to create sustainable business growth. A transformative leader with a strong focus on operational excellence, consumer insights, and aligning organizational goals with customer needs.
Overview
15
15
years of professional experience
Work History
Vice President
Hathway Cables & Datacom Ltd
07.2017 - Current
- Spearheading post-sales lifecycle management for broadband customers, with a strong focus on customer retention, subscription renewals, and re-engagement of inactive or lost customers, ensuring robust cash flow and sustained revenue growth for the organization.
- Driving customer revenue growth by strategically enhancing Active Base, optimizing Pay Term durations, and improving ARPU (Average Revenue Per User) through targeted upgrades and personalized offers.
- Implementing innovative solutions, including the successful integration of AI-driven customer interaction tools to replace human agents. This transformation, achieved in collaboration with a leading AI firm, has maintained productivity levels while enhancing operational efficiency.
- Leading cross-functional collaboration with Sales, Technology, and Customer Service teams to improve customer satisfaction (CSAT), fostering net additions and long-term customer loyalty.
- Overseeing a diverse team comprising in-house and agency manpower, ensuring the delivery of customer lifecycle objectives through effective people management and strategic alignment.
- Innovating and adapting strategies to meet the evolving expectations of customers, leveraging insights from data-driven approaches to stay ahead in a competitive market.
Hub Head - Customer Service - South India
Reliance Communications Ltd
03.2015 - 07.2017
- Led customer lifecycle management across five states, overseeing onboarding, risk, customer retention, collections, complaint resolution, and quality assurance.
- Reduced Net Churn, improved collections, and enhanced CSAT through strategic process optimizations and data-driven initiatives.
- Managed customer-facing teams and channels, including retail stores, call centers, installations, and repair services, ensuring seamless operations and customer satisfaction.
- Focused on profitability and efficiency, optimizing cost-per-customer and franchise store performance while minimizing bad debts.
Head - Customer Service
Tata Teleservices Ltd
06.2009 - 03.2015
- Managed customer lifecycle operations across multiple regions, initially for Tamil Nadu and Kerala, later expanding to lead Central India (Madhya Pradesh, Chhattisgarh, and Gujarat).
- Spearheaded functions including customer onboarding, risk, retention, collections, and complaint resolution, ensuring operational excellence and customer satisfaction.
- Optimized key business metrics such as Net Churn, collections, and CSAT while driving cost efficiencies and enhancing profitability.
- Collaborated with cross-functional teams to implement innovative solutions, aligning with evolving customer needs and market dynamics.
Education
Certificate - Strategic Management
IIM Kolkata
KolkataPost Graduate Diploma - HR Management
IGNOU
DelhiBachelor of Arts - English Literature
University of Madras
Chennai3 Year Diploma - Hotel Management
Institute of Hotel Management
ChennaiSkills
- Strategic Leadership
- Customer Experience Excellence
- Revenue and Profitability Management
- Digital Transformation and Innovation
- Operational Efficiency and Process Optimization
- Cross-Functional Collaboration and Stakeholder Management
- Data-Driven Decision Making
- Team Building and Leadership Development
- Market and Consumer Insights
- Change Management and Adaptability
Additional Information
Work History
Head of Customer Service | Reliance Communications Ltd | Nov 2007 - May 2009
Service Managament Group Head | Bharti Airtel | Jan 2006 - Nov 2007
Sales Manager - Personal Loans | IDBI Bank Ltd | 2005 - 2006
Area Sales Manager | Reliance Webworld | Aug 2002 - Jun 2005
Area Manager | Music World (RPG Retail) | Oct 2000 - Aug 2002
Store Manager | Pizza Corner India Pvt Ltd | Jan 1998 - Oct 2000
Senior Captain | Hotel Ambassador Pallava | Jun 1996 - Jan 1998
F&B Incharge | IGGI Resorts | May 1995 - Jun 1996
Timeline
Vice President
Hathway Cables & Datacom Ltd
07.2017 - Current
Hub Head - Customer Service - South India
Reliance Communications Ltd
03.2015 - 07.2017
Head - Customer Service
Tata Teleservices Ltd
06.2009 - 03.2015
Certificate - Strategic Management
IIM Kolkata
Post Graduate Diploma - HR Management
IGNOU
Bachelor of Arts - English Literature
University of Madras
3 Year Diploma - Hotel Management
Institute of Hotel Management
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