Elie Hadaya

- Supervising the Customer-centric AI department. Delivered AI solutions that creates value for our Customers and Employees across Onsite to Online to Offline Web, Mobile solutions such as Horse Racing and Race course, Football App, Membership App. - Spearheaded the Customer Ecosystem and delivered solutions including the Group-wide loyalty program, Catering Transformation, Phygital GenAI enabled solutions to attract our GenX customers, Membership Customer Experience blueprint for F&B clubhouses, - Directed China Growth Strategy for IT with enabling technologies based on a mix of mobile apps (WeChat), cloud native platforms and Phygital integrated platforms. - Launched the Enterprise Agile Transformation across the Club, built the Agility Framework and the new ways of working, stood-up the Agility Center of Excellence, defined the Agility Curriculum and Certification levels, transitioned teams into Agile teams with Product Owner, Scrum masters and development teams, implemented Center of Practices and Training center.

Responsible for building and leading our Agile @ Scale Delivery Practice for Telstra globally. Key contributions: - Digital Transformation: Order to Activate Automation, Customer-co-led, Agile delivery through a Devops feature teams. - Customer Co-Creation and Agile delivery (Scrum and Scaled Agile) with MVPs releases across multiple Sprints, - Global approach that leverages Cloud SaaS and PaaS Solutions development (Salesforce, Cloud Sense, Sigma, Tibco and Service Now) and Big Data / Analytics solution (Hortonworks data lake, Alteryx and tableau), - Zero Human Touch with Robotics Process Automation (RPA) and deep learning Machines (AI and ChatBot). - Change Management driven with Communications, Change Advocates, Trainings and Leadership Engagement - Built an Agile delivery centre across Asia and Australia with Tribes of PO and Scrum Maters based on best Agile delivery, design-led thinking, DevOps/SecOps development with high cadence delivery, real-time data-driven decisions.

- Synergised capabilities across multiple industry: Insurance, Banking, e-commerce, Loyalty, Mobile payment. - Deployed the full Customer Experience platform from IBM to provide a 360 view of Customer (CEI, NPS), combining the voice of Customer, Voice of Network (DPI integration) and the Voice of Device. Reduced Churn by 12%. - Delivered digital solutions such as Money banking, Service Deliver Platform deployment (API Management, Content Provider, Ad monetization), Home solution combined with mobile Mifi.

- Built the IT Strategy for 2013/2014 to drive strategic Customer Centric digital solution as a platform to enable highly contextualised Experience. - Led a major Digital Transformation driven by a switch in Technology : full revamp of the IT stack with Oracle RODOD (Siebel, OSM, BRM, EAI, UIM, WebCenter, ATG). Simplified the Operating Model and prioritised work packages around Simplified Business Processes. Changed the Customer migration approach to minimise Customer Impacts. Completed the Deployment and Infrastructure Strategy with a shift to Cloud-first and mobile-first.

Successfully deployed one of the most innovative end-to-end digital platform (called Evolution) worldwide based on full simplification of Business Processes across the Customer Value chain, a Cloud-first strategy rollout within 18 months. Evolution is the strategic Transformation program that drives Business, Process and Technology changes across the entire organisation. Key contributions: - Improved / automated Customer Experience by reducing cycle-times and touchpoints, - Reduced the cost-to-deliver (OPEX -25%) and enabled grow by scaling up (Clout-first approach), - Increased Velocity (New Services introduced within weeks instead of months).

- Co-Lead the set-up of the new Digital entity for Verizon Business which helped to organisation to start a new Vertical Industry focused on Media and Entertainment. - Siebel CRM Transformation: successfully deployed for Sales and Service delivery functions in both EMEA/Asia Pacific Sales region one consolidated and centralized CRM solution based on Oracle Siebel v8 (along with its SUN infrastructure); migrated its customers-base, improved overall Customer Experience and delivered enhanced Business Intelligence reporting.

- IP Products Rollout: Led the IT PM team responsible for delivering the end-to-end IT solutions for rolling-out new Data & IP services (VoIP, xDSL, IPVPN) across EMEA. 12 months later, sales satisfaction increased, IT perceived as a partner of the Business, scope was delivered on-time, budget and timelines respected for 99%. - Voice Products Expansion: As a project manager, I was responsible to support the expansion of Voice into new country in Europe (Nortel DMS Switches) by enhancing the BSS solution across the entire customer value chain from Sales, Order Entry, Provisioning and Order Management up to Billing.

- Post-Paid Billing project : within the Billing IT team (around 60 people) I was in charge of the Analysis, Design, Coding and Testing of the Billing engine which was designed to re-process any rejected tickets. The solution was built in C/C++, UNIX shell scripts and Oracle stored procedures. - Pre-Paid Card Project : Qualification of the OPSC tool from ORGA corp. based on specifications provided by the development team. Development of the reloading mechanism IMSI cards through a C module and I/O socket interface.