Jitesh Surjiani

Reademption is a promising start-up creating knowledge solutions through a proprietary knowledge ecosystem (www.reademption.com) that transforms the way knowledge is managed, distributed and accessed within Schools and Universities.

Key Achievements:
• Developed a short, medium and long-term product strategy and managed the phased rollout of the products over 3 years.
• Created a system blueprint and microservices architecture leveraging the power of cloud technologies like AWS, Azure to lower cost and improve efficiency
• Recruited and led a multi-cultural team of UX designers, software developers and DevOps engineers distributed across US, India, Philippines delivering cutting-edge applications using Node.js, React.js, PHP, NoSQL, MongoDB
• Led the development of mobile apps in iOS and Android using agile development framework
• Leveraged the power of Big Data and Machine Learning to understand user behaviour and deliver customized digital experiences
• Increased customer leads by 150% with high conversion rates through a comprehensive and cost-effective SEO strategy
• Identified and established over 15 strategic industry partnerships across the globe leveraging opportunities for mutual benefit

An early starter promoted on the fast-track to eventually head the Digital Transformation portfolio for Dnata, the world’s leading Air Services provider. Interfacing at CEO/CIO level, designed and delivered optimal digital experiences at lowest unit cost for over 20 sub-brands within the group.

Career Journey:
Manager - Digital Transformation, Dnata (6 years)
Controller - Business Systems and Procedures, Dnata (3 years)
Officer - Business Systems & Procedures, Dnata (3 years)
Supervisor - Revenue Operations, Emirates Airlines (4 years)

Key Achievements:
• Created and owned the business architecture to reflect the strategies and goals for all business units across 12 operating countries
• Developed a 5-year IT Strategy. Ensured continuous review and update of the strategy to adapt to changing micro and macro-economic factors
• Led the business process re-engineering for Commercial, Finance, Procurement, Revenue. Translated business needs into technical specifications.
• Managed the development and implementation of a multi-channel ERP solution at a cost of USD 10m for 2000 staff in 110 sales locations across 12 countries
• Established a Project Management Office (PMO) to ensure timely project delivery and realization of expected business benefits
• Managed annual IT budgets in excess of USD 5m+ pa ensuring alignment with business and IT stakeholders for optimal value creation
• Conducted IT due diligence prior to the acquisition of 5 travel companies in UK. Led the eventual IT integration through systems and process standardization and staff training
• Facilitated the development of the eCommerce strategy for all major brands of the Group in participation with key stakeholders
• Created a Centre of Excellence with a cross-function domain specialization responsible for implementing industry best-practices at the lowest unit cost
• Developed customer journey maps for optimal customer experience across all touchpoints
• Performed service audits and mystery shopper audits to identify improvement opportunities.
• Developed protocols for the resilience, business continuity and disaster recovery of central services and managed their local implementation
• Created Quality Circles within business units for managing a Continuous Improvement framework using a combination of Problem Management, Data Analysis, Root Cause Analysis and Problem Solving skills
• Created a culture of “customer ownership” establishing measurable KPIs for key service departments such as Call Centre, Finance, Service Desks, etc.
• Project managed the start-up of Dnata’s first insourced Call Centre in Fiji providing the lowest unit cost within each of its service segments
• Project Manager for design and implementation of a business intelligence and data analytics platform as a key tool for organization-wide decision-making
• Project lead for feasibility study and vendor selection for CRM transformation project involving process analysis, cost estimation, RFP preparation and evaluation
• Implemented a Fraud Mitigation and Management framework to minimize revenue leakage. Successfully decreased fraudulent transactions by 20%.

• Formulate Training programs for Staff Induction
• Manage the in-house Quest-Centre for the self-development and self-teaching of staff
• Develop courses in office automation packages like MS-Office, etc.