Irfaan Omar

Experience

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  Brightpoint India

  Mar 2006 - Feb 2007

  National care manager

  All work is to cover the front office for walk- ins, L3 workshop, spares and swap managementReview all current CSS (Customer service support) policies, procedures, workflows and strategiesPlan future CSS policies, procedures, workflows strategiesImplementation of revised CSS policies and procedures, workflows and strategiesEnsure that multiple sites are following the same CSS policies, procedure and workflowsReview, plan and implement all reporting requirementsEnsure that the CSS department is ISO compliantAdvice on changing technology and work methodsAdvice on and document detailed software support requirements (SAMS)Advice on optimal usage of resources with a focus on headcountEnsure that on completion of the contract term that a world class AMS facility is operationalExtra Duties: This included:a. Managed and the running of the L3 center for 4 months (Delhi L3 center based at HO)b. Technical Knowledge on Repairsc. 114 personal in the L3 center Show less

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  Sonyericsson

  Nov 2007 - Aug 2009

  Warranty,Technical,Quality and Audit Manager

  Support and supervise MAE and EFTSwap stock managementReturn forecast on spares and swap units.Partner management alignmentTechnical Certification and trainingProduct testing on Prototype units and feedbackAfter service technical and quality reportingPerformance managementAudits and investigationsWarranty managements systems improvementsProduct phase in/MaintenanceTraining, Qualification and providing InformationQuality and audit reportingMonitoring and managing performance of repair centersAuditing and accrediting new repair centersConsumer issue managementSupplier issue managementTen Repair centers in South AfricaAccount manager for three Repair centers in AfricaLogistics of swap and spares for the countryMonthly reporting on technical, warranty and logistics costing.Warranty claims review – accepted and rejected claims.Audit warranty claims from service centers.Review, plan and implement all reporting requirementsContinuous improvement and innovation at process and procedure level Show less

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  SSS Cellular

  Oct 2009 - Jul 2010

  Buisness Partner

  Buisness management complete E2E.

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  An Noor meat and delhi

  Aug 2010 - Feb 2012

  Owner

  Meat industry

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  MTNSA

  Apr 2012 - now

  Technical Compliance Specialist

  KEY PERFORMANCE AREA• Work in accordance with Technical and Manufacturer Policies, Procedures and Processes• To validate Outsource Partner claims for work done.• To carry out quarterly reviews on all outsource partner claims.• To carry out quarterly reviews on all OEM warranty claims • Quarterly reports on Outsource partner claims on duplicates and 2nd return claims.• Weekly reporting on claims uploaded, accepted, rejected, and pending.• Monthly reporting on claim uploaded, accepted, rejected, rejections resubmitted and roll-over.• Monitor compliance to the ISO standards (9000 and 14000 series)• Perform compliance reviews/audits at scheduled intervals and as required• Assist with the audits in fielding or referring questions and requests from the auditors (internal and external) including the follow-up and resolution of findings• Monitor processes, procedures, controls and their consistency throughout the Customer Relations departments to ensure risk is minimized without compromising service quality• Advise line management on potential revenue leakages at process and procedure level• Collaborates with other departments to direct compliance issues for appropriate resolutions to minimize risks and identify trends.• Assist with the updating of internal Service Level Agreements (SLA’s) and monitor compliance to the SLA’s• Follow-up on weaknesses identified by the auditors and ensure that they are implemented and for continuous improvement purposes.• Provide input into the drafting and reviewing of PPP’s in line with MTN SA standards.• Obtain, design and document business solutions (process, system and measurements) that meet current and future user requirements• Conduct meetings/discussions.• Review risks identified for feedback to line manager• Assist the Business Data Steward as required with regards to reviews and analysis of data quality and cleanliness reports.• Compilation of PPP within the environment and compliance thereof. Show less

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  MTN SA

  Dec 2013 - now

  Technical Compliance Specialist

  • Managing all aspects of HVRC compliance on a national basis (ICASA, GSM Assoc., SABS, OEM Accreditation; SHEQ and Risk)• Management and compilation of PPP within the environment and compliance thereof.• To ensure productivity levels are achieved and not hindered due to non compliance/compliance procedures.• Ensure maintenance and calibration cycles are adhered to as per manufacturer/OEM requirements.• Ensure upgrades of tooling and equipment is planned as per manufacturer requirements and amortization procedures• OEM accreditation of HVRC’s and device testing nationally.• Ensuring timely compilation of weekly and monthly reports.• Ensure integrity of data and reports generated.• Identify and suggest area’s for improvement with implementation, within the repair process to ensure compliance of all requirements and improved process flow, ultimately improving TAT and customer satisfaction.• Co-ordinate and ensure planned audits (monthly/quarterly) across all repair centres to ensure adherence to PPP’s, manufacture SLA’s/requirements.• Ensuring internal, Manufacturer and outsourced partner SLA’s are valid and signed off in accordance with MTN PPP’s and legal department requirements.• Ensure a 24 hour resolution of compliance queries in respect of manufacturer, regulatory and legislated requirements.• Planned audits (monthly) to ensure timely maintenance, calibration and upgrades of tooling and equipment across all repair centres.• Ensuring that HVRC’s are fully compliant in all aspects of OEM, manufacturer, regulatory and legislated requirements.• Perform service audits on HVRC’s and Service centres on a monthly basis, report findings with corrective actions through to implementation.• Prepare and analyse month end reports for all regional repair centres on repair volumes, repair costs, quality and cycle time of repairs. Report findings with corrective actions through to implementation.ISO 9001 & 14001 representative.Ensure QMS is adhered & updated. Show less