Jai Mulani, CEO of IBT, shares his remarkable journey from a humble IT technician to leading one of the largest Business Process Outsourcing (BPO) companies in the Middle East. His story is a testament to perseverance, adaptability, and strategic growth in the competitive business landscape of Dubai.
A Vision of Growth Aligned with Dubai’s Future
When Jai Mulani arrived in Dubai in 2004 with just 1500 dirhams in his pocket, he immediately felt a connection with the city. “As soon as the flight landed and I touched the land of the country, I just prayed to accept me as a child of this country,” Mulani recalls. This emotional connection became the foundation for his future success.
Mulani’s journey with IBT mirrors the growth of Dubai itself. He has strategically aligned IBT’s vision with the UAE’s ambitious plans, including Vision 2030 and D33. By focusing on three key verticals – technology, customer experience, and staffing – IBT has positioned itself as a comprehensive solution provider for businesses across various industries.
The Power of Outsourcing: Focusing on Core Competencies
Mulani emphasizes the importance of businesses focusing on their core competencies while outsourcing non-core activities. He uses a compelling analogy: “If you are a chef, you should craft your cooking. Focus on cooking. If you focus on accounting, if you focus on call center, being a chef, you will fail.”
IBT’s success stories include transforming a Fortune 500 FMCG company’s customer experience operations in the Middle East. By taking over their end-to-end operations, IBT increased the company’s KPI achievement from 67% to 89% in just six months.
From Entrepreneur to CEO: The Mindset Shift
One of the most valuable insights Mulani shares is the crucial transition from an entrepreneurial mindset to a CEO mindset. He explains, “Entrepreneur mindset is to survive, sustain, make sure they don’t fail, make sure people stay. CEO mindset is to optimize the business.”
Mulani advises that after about five to six years of running a business, entrepreneurs need to shift their focus from survival to optimization. This shift is essential for continued growth and scalability. For those unable to make this transition, Mulani suggests hiring a CEO to run the business while the entrepreneur focuses on starting new ventures.
Through his journey with IBT, Jai Mulani exemplifies the possibilities that Dubai offers to ambitious entrepreneurs. His story of growth, adaptability, and strategic alignment with the city’s vision serves as an inspiration for budding business leaders. As IBT continues to expand, with plans to become the number one BPO company in Saudi Arabia by 2030, Mulani’s journey is far from over. His parting advice to entrepreneurs encapsulates his philosophy: “Success is a cycle – plan, execute, and either pass or fail. Keep repeating this cycle. The more passes you get, the more ahead you will grow.”
