1. Girish Jotwani
Address: Hno 78 , Sector 2 Koparkherine Contact: +919321111973, +919999991973
Navi Mumbai, Maharashtra - 400709 Email: girish.jotwani@gmail.com
Dy. General Manager – Head - Life Cycle Management – Mumbai
18+ years of Diversified expertise in delivering and establishing operational excellence in Customer Service Delivery across
Telecom, Banking & NBFC Sectors
A result oriented professional with expertise in Customer Life cycle Management for Consumer & Corporate business
operations ( Onboarding , Service , Collections & Risk management) within culturally diverse environments, translating
conceptual models into specific growth strategies. Expert in planning and executing multi-faceted development strategies
designed to improve profitability and shareholder value.
 Demonstrated capabilities in standardizing National policies, aligning business operations & Financial budgeting based
on Organizational AOPs
 Expertise in customer service Operations for Telecom & GCL / NCL for Retail Assets banking operations
 Proven track record in setting up the Large channel partner network nationally to align the Service & Risk management
operations for Enterprise , SME & Consumer business
 Extensive experience in developing procedures, service standards for business excellence along with people management
& project execution skills
 Excellence in designing & execution of Upsell model within Customer service operation to have a additional revenue
generating stream for procuring additional quality business
PERFORMANCE MILESTONES
Reliance Communication Ltd
 TOP GUN Awards for Successful execution of the assigned projects with cross functional support
 Project BLEU – High Arpu base management program designed for the HNI & SME account management , reducing value
churn <1%
 Project ROAR - Designed to increase the upsell/Upgrades of CDMA Handset/ Wipods , dedicated Sales Setup aligned with
the service team ( RMs) to enable additional revenue generation of 2 Cr from our existing Prepaid & Post Paid CDMA
existing base
 Self Care : Web based self service solutions for the Corporates to enable online access to their Billing / services related
queries
 Centralized Outbound calling setup : 350+ seats to drive Retails and Corporate outbound telecalling activities
 Centralized corporate service support system for top 2000+ TOP Corporate accounts on Billing & Service to enable circles
to reach out corporate with faster & efficient resolution of queries & Issues
 Consistent performance delivery with Churn < 2% , Collection > 98.4 % & reduced bad debt to less than 1.2%
 Hardware sale on Credit: Standardized process framework for selling hardware on Credit
 Project – DIAL: To strengthen customer relationship by listening to the Voice of Customer (VoC) and understand customer
expectations & experience
Vodafone Essar Mobile Services Ltd
 Designed & Rolled out Industry First Initiative to have 100% call recording and quality audit across all customer touch
points for quality resolutions
 Recognized with “ I MADE A DIFFERENCE “ award for taking the responsibilities & challenges beyond the call of the
duties to deliver Best in Class service to the customers
 Designed Multiple automated systems to enhance the field productivity & service experience
Initiatives & Automations roll outs
o ID cards Authentication process
o Recording Loggers for quality interactions
o Receipt reconciliation process
o Online unbarring through SMS
o VOC uploading though SMS

2. CAREER PROGRESSION
RELIANCE COMMUNICATION LTD SINCE JUNE 2014
Dy. General Manager – Head Life Cycle Management – Mumbai Circle
 Customer Life Cycle Management – end to end process management of On boarding (AV/CV) , Billing , Credit &
Collection , Retention & Upsell / Upgrades for 10 Lac+ Post paid Subscriber base , annualized billing of 500 CR
 On boarding Experience
o SMART AV/CV online process though android based app to capture all customer details for faster closure of the leads
o Health check for improving Customer On boarding Experience followed with proactive resolution to FST Biller
o Acquisition Quality analysis - M1 to M6 , ZU15 , ZU30 , Decay monitoring to track the Portfolio Health
o Promotions of SI/ECS/ Ebills with enhanced Credit Limit enabled by cross functional coordination’s with Sales &
marketing
o Ensure regular Training & Development programs for agents & RMs to enable faster resolutions to queries and issues
o AV/CV quality check though audit process to ensure the customers are educated on the products , Plans Benefits
Credit Limits and Billing cycle
 Retention & Collections
o Retention process – Productivity management at the product & ARPU level , focused on predictive Count & value
churn from MNP/VOL/INVOL/P2P & ensure to keep the value churn below 1.5%
o Robust prevention Programs to reduce value churn & barring – Project “BLEU”
o Upsell of bundled devices & offers to CDMA customers to prevent MNP churn b’coz of handset availability issues
o Monitoring the customer AON , Risk Class based payment behaviors to minimize barring & Gross / Net Suspensions
o Focused Proactive approach on the SR generations at the Call centre to visualize the customer dis-satisfaction &
prepare for readiness to resolve the issue
o Enabling effective executions of Campaigns at the outbound calling centres desk to improve the Pre due date / Pre
barring date collections to enable a healthy portfolio
o Predictive Barring / suspension/ Zero Usage alerts to the Service team with 96 Hrs Prior visibility on the potential
flow
o Minimize barring through timely execution of dunning processes - Pre call announcements, SMS , mailers to the
customer. Payment link / Insta App promo to enable customer to clear the payments by due date
o Ensuing productive and efficient follow-ups and VOC captured across all collections & retention level.
o Ensuing minimized flow to higher buckets / 60 days past due to reduce the flow to Bad Debt .
 Cross Function coordination’s with CESA , Call centre , marketing and sales team to ensure timely support extended to
the front line team with solutions
 Analyzing Inputs & the Outputs results on quarterly basis for the receivables, churn control processes &activities within
the Company to deliver the AOP of all the critical Business KPI
 TOP Corporate Service Accounts base through In house RM Maintaining Strong relationship / network with all TOP
Corporates, SME customers & ensuring coordination with different business units to provide best in class services to High
Value Customers. # Rollout of all processes relating to post-Sale life cycle management of customers, ARPU enhancement by
upsell of new products & services to the existing base
 Vendor Payments management – timely Budget provisioning , generation of PO/SRNs/IV to ensure the bill processing as
per the QOP plans

3. RELIANCE COMMUNICATION LTD – MUMBAI (NHQ DAKC) MAR’2010 TO APRIL’2014
Dy. General Manager – Head Corporate Collection & Retention (National Role)
 Developing, initiating, maintaining, and revising policies and procedures for the general operations of the collections &
compliance and its related activities to prevent illegal, unethical, or improper conduct
 Analyzing the impact of the legal and regulatory requirements on the business and advis ing management on how to best
ensure compliance and forecasting business KPIs, data analytics to deliver business performance in line to AOPs
 Managing accountability of collection & debt management , retention, bucket flow management within budgeted levels and
Managing Collection & Retention for accounts across circles through In-house CRMs
 Developing and implementing innovative business concepts to address under-served niche market with effective root cause
analysis and forecasting the performance levels and measures to curb the circle specific issues
 Setting and fine-tuning an excellent operational base which is ratified by a very high customer retention ratio, focused on
productivity and operational efficiency translating into cost savings and bottomline improvement.
 Budgeting, reviewing & monitoring internal procedures/practices to provide compliance with group/regulatory requirements
and within the AOP Budgets
VODAFONE ESSAR MOBILE SERVICES LTD, DELHI AUG 2004 – MAR 2010
Manager Credit & Collections, (Delhi & NCR’s)
 Managed Credit & Collection Operations of Vodafone Essar – Delhi circle for Retail & Corporates business
 Reviewing existing systems & procedures , internal controls/quality audit checks for various operational areas for achieving
higher efficiency, resource rationalization, maximum recovery and cost reduction
 Implemented process of credit & collection to enhance the productivity across the system and structured annual operational
budgets and implementing control measures to contain expenses within defined limits
 Defined collection processes across Retail, Corporate and HNI base for maximizing Collection, and minimized Bad Debt,
Churn & Cost to serve
 Engaged in revenue risk management and customer experience projects across circles and instituting paradigms which have
since been enmeshed as standard practices nationally
 Liaised with all functional Groups (Credit, Sales & CS) to drive for health of the portfolio to reduce churn & bad debts and
increase in collections from initial buckets
 Managed additional responsibility to drive Legal process and hiring legal firms for extending services to file cases under sec
138 and recovery suit under order 37
HDFC BANK LTD, Regional Collection Head (North 2), Aug 2000 – Aug 2004
 Managed the Credit and Collections Operations for Secured (Auto, Consumer Durable, Two wheelers, Loans against Shares,
Loans Against properties) and Unsecured (Personal and Business loans) Assets portfolio across North 2 Region.
 Co-coordinating with Sales & Credit team to explore new markets for Personal & Business loans to increase the business
spread over potential markets to diversify business and build a strong base in North.
 Capital market exposure management for Corporate and Retail LAS portfolio
 Collections and Recoveries across buckets
 Operational control of collateral and documentation
Lead 25 DR’s further managing 15 associates and 250 field agents spread across 18 cities of Punjab , Haryana & Jammu.
 Drive the legal unit through the empanelled 4 Law firms across Punjab for maximizing the performance resolutions from the
recovery Buckets to minimize flow into GCL.
CEAT FINANCIAL SERVICES LTD, Regional Collection Head, Retail Asset-North, Aug 1995 – Jul 2000
 Aug’1995 to May’1997 as Sales & Collection lead – Multiple tasking, handling end to end process of Sales , credit &
collection for secured and unsecured loans : Auto loans, Consumer Loans, SME funding across UP , based out of Luck
now.
 June’1997 to May’ 2000 as Collection In charge (Punjab) - Auto loans, Consumer Loans.
Established Collection Agencies at 7 locations in Punjab.
 Managed Collections & Legal process for CFSL Punjab

4. EDUCATION
 Graphology & Grapho-therapy, Handwriting University, UK (DLP), 2011
 PG Diploma in Business Management (Distance learning), Symbiosis Centre of Distance learning - Pune, 2007
 Honors Diploma in System Management from National Institute of Information Ad Technology- 1993 – 1995
 Bachelor of Commerce, University of Lucknow, 1995
TRAININGS
 Powerful Business Presentation conducted by Renu Matto
 Leadership -conducted by Harsha Bhoglae
 Training and quality Technique “Doors”
 MBTI Workshop by Dr. Neena Verma
 Service Excellence and Quality. (In-house)
 Change leaders workshop
Languages known: English and Hindi References: Available on Request