Vipin Vaidyanathan

Head of Business Excellence à Dubai Multi Commodities Centre (DMCC)

• Émirats Arabes Unis - Dubaï
• Je travaille ici depuis avril 2016

 Brought on board with a mandate to redesign the operating structure, technology landscape, and working methods to enable DMCC’s aspiration to double its member companies.
 I established the Project Management, Process Reengineering, Business Intelligence, Service Assurance, Member & Employee Engagement verticals ground-up.
 Inducted into the FZ Leadership team in 2019, with additional responsibility for Knowledge Development and FZ Events functions.
 Grew the Business Excellence team 3X between 2019 and 2023 by delivering significant value to the organisation.


Key Achievements
 Successfully launched Pricing Packages contributing $ 27 million (15% of Planned Revenue) in Year 1.
 Introduced the DMCC Chat Bot that handled c. 100, 000 interactions in Year 1 and helped improve the Service Level from 10% to 83%. The Bot also generated 36 New Company Leads resulting in 8 successful company setups.
 Reduced New Member Onboarding time by 75% and eliminated 40% of documentation.
o Won the "International Business Leadership" Award in 2020 in the “Strategy, Change & Transformation" category.
 Transformed the Employer-Employee Contract Process by making it paperless using DocuSign eSignature.
o Earned the "Gulf Customer Experience" Award in 2017 in the "Digital Pioneer" category amongst ten nominations.
 Implemented DMCC Help Centre Portal, a powerful self-help portal reducing the inbound enquiry volumes by 65%.
o Bagged the "Gulf Customer Experience" Award in 2018 in the “Best Government use of Digital" category beating four other Government Entities.
 Streamlined wage payment for 70, 000 employees of 20, 000 DMCC Free Zone Companies with the Wages Protection System. This project was part of the prestigious “UAE Government Accelerator Program”.