Jyoti DesaiChief Executive Officer Digalance
Jyoti Desai is a banking and telecoms professional with more than 35 years in the industry.
Her achievements in banking (Standard Bank) include driving large scale transformation in the banking industry when it moved to streamline operational cost and shift focus to customer centric, segment based value propositions. Her strength lies in executing large scal projects in extremely challenging environments
She spent 6 years in the fixed line business transforming IT architecture, improving service delivery and assisting Telkom in implementing its ICT services business which went beyond selling pipes only. Led the build of a number of initiatives including a hosting data centre as well as a centralised GNOC for enterprise customers.
In the mobile business she has been involved in startups in MTN in Nigeria and Iran. As COO she created an Iran business on the lean enterprise model which scaled to 30 m subscribers within 5 years. Today this business is still run on the foundations that were set up.
As Group CTIO she has been instrumental in driving significant change in the network and IT space by driving focus towards business led capex spend and investment based on ROI in a competitive pricing environment with diminishing capex returns. This includes outsourcing and managed services. A number of standardisation projects were implemented.
She has also driven shared services in the East African hub ad and ERP and back office groupwide shared services project. Also drove the digital strategy across the MTN group as COO. She has been instrumental in driving mobile financial services including redesigning the apps for resilience in a high transaction environment A number of marketing improvements in pricing and customer facing processes have been implemented. In 2014 an extensive Customer experience management program was initiated with an initial focus on fixing the basics. In 2016 two vendors were tasked contracts to implement a Service operations centre in Nigeria, South Africa and Ghana . NPS was significantly improved through targeted product, service and network initiatives.
She has also been instrumental in helping business turnaround in struggling businesses by ensuring that the approach to the market is segment based and high value segments are serviced in a specialised manner. A key achievement is the turnaround in Nigeria after significant revenue share loss in the market from 2014 onwards. In December 2015 she successfully replaced the subscriber registration platform in Nigeria to drive the reregistration of 17m subscribers over a 45 day period.