Summary
Overview
Work History
Education
Skills
Websites
Languages
Certification
Languages
Accomplishments
Timeline
Generic

Syed Muhammad Omair

Reston,VA

Summary

Dynamic Program Manager with a proven track record at IDEMIA America Corp., specializing in transformation and process optimization. Expert in change management and data-driven forecasting, achieving €409k in savings through strategic initiatives. Adept at stakeholder collaboration and enhancing customer experience, driving impactful results in operational efficiency and business growth.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Program Manager Transformation – NORAM

IDEMIA America Corp.
Chantilly, USA
09.2024 - Current
  • Strategic Transformation: Develop and execute transformation strategies that align with organizational objectives, enhancing operational efficiency, and business growth.
  • Project Leadership: Oversee cross-functional teams to drive transformation initiatives, ensuring timely execution, and budget adherence.
  • Stakeholder Collaboration: Partner with executives, department heads, and external partners to align objectives, gather insights, and communicate progress effectively.
  • Change Management: Design and implement change management frameworks to drive adoption, minimize resistance, and ensure seamless transitions.
  • Performance & Impact Measurement: Define and monitor key performance indicators (KPIs) to assess transformation success, and support data-driven decision-making.
  • Risk Mitigation: Identify potential risks in transformation projects, and develop proactive mitigation strategies to ensure project continuity.
  • Executive Reporting: Deliver comprehensive reports and presentations to senior leadership, highlighting project status, key challenges, and strategic outcomes.
  • Data-Driven Forecasting: Enhance forecasting models by leveraging historical sales data, market trends, and advanced analytics to improve accuracy and predictability.
  • Collaborative Planning: Lead cross-functional engagement with sales, operations, and finance teams to align forecasts with business objectives, and implement an integrated Sales & Operations Planning (S&OP) process.
  • Projects: Transformation Project for the NORAM Region – Led the strategic planning and execution of a regional transformation initiative, optimizing operations, and aligning with business objectives.
  • Demand Management Process Improvement – Supported initiatives to enhance demand management processes, improving efficiency, and alignment with business needs.
  • SLA Automation for Service Center – Designing and implementing an automated SLA threshold calculation and communication process, ensuring compliance with customer contracts, and improving service efficiency.
  • Customer Experience (CX) Transformation – Responsible for designing the CX transformation model by redefining job-sharing structures, reorganizing teams, and implementing upgraded processes, while ensuring seamless business continuity.
  • Achievements: Achieved €409k in savings for 2024 through transformation initiatives, 20% above target.
  • Communicated regularly with external partners to ensure alignment of strategies and goals.
  • Drafted reports for senior management highlighting key milestones achieved throughout the program lifecycle.
  • Created presentations outlining proposed solutions for addressing challenges encountered during program execution.

Customer Service Manager – MENA

IDEMIA Middle East FZE
Dubai, UAE
10.2020 - 09.2024
  • Management of Customer Service team for MENA region including functional support to the team members located outside UAE.
  • Define and implement efficient processes to ensure customer expectations are met in terms of final product.
  • Educating team about latest payment schemes’ (Visa, MC etc.) mandates, rules and regulations related to card designs.
  • Defining process for New IDEMIA Products and support team to have the right level of product knowledge including qualified special features and production sites to ensure service delivery.
  • Support team to understand different card structures and their compatibility with different chip types for them to be able to upsell extra features to customers and make sure that orders are directed to right manufacturing site which is qualified for special structure.
  • Work closely with Finance, Sales, Technical Support, Global Operations, Product Line and Service Line to coordinate process improvements and drive best practices.
  • Coordinate customer product migration projects with product line to ensure business continuity.
  • Monitor regional quality complaints and their root cause analysis with corporate team and manufacturing site.
  • Ensure compliance of key procedures by internal and external stakeholders Lead in designing order process for new product or Service prepared by Product line.
  • Responsible for accurate presentation of internal reports (including BRM, weekly reports and CS activity reports) Monitor order entry and chase against forecast for current month to deliver committed revenue/forecast.
  • Highlight risks to higher management, if any, against current month’s forecast.
  • Preparation and monthly review of forecast with Sales, VP and SVP.
  • Lead budget reviews with Sales and VP and ensure timely entries as per budget calendars.
  • Ensures product accuracy in budget and forecast based on product roadmap and planned migrations.
  • Design, define and coordinate on-boarding plans of new team members.
  • Lead frequent team engagement activities to ensure consistent good morale and engagement.
  • Identify any skill and training requirements within the team, and put in place actions to address them.
  • Support on-site Audit (PCI, ISO and CQM) considering Risk base thinking.
  • Create IDEMIA ambassadors within CS team to position IDEMIA as a trusted innovation partner for our customers.
  • Regular reviews with a specific focus to improve engagement at different levels with the customer by ensuring multi departmental (i.e. operations, business, digital, compliance, customer service etc.) involvement.
  • Projects: Drafted end to end Customer Service process based on job description in Compliance with ISO and CQM.
  • Lead Internal and external Audits on behalf of Customer service and Sales.
  • Successful integration and training of new team in PCard International - KSA with IDEMIA policies post-acquisition.
  • Implementation of automated data retrieval using available systems in IDEMIA KSA Service center, resulting in increased efficiency and reduced errors in billing.
  • Revised invoicing process in KSA which resulted in increased efficiency, reduced efforts, less paperwork and minimal timeline for invoicing.
  • Lead implementation of IQC (Internal Quality Check) process in KSA and Pakistan Service center for metal cards to ensure best quality output for high-net-worth customers.
  • Supported implementation of SAP ERP in IDEMIA KSA to replace legacy ERP.
  • Defined performance improvement Plan for low performers to support them to focus on areas of improvement.
  • Supported in the testing and alignment of the Compass tool, as per customer requirements and preferences.
  • Achievements: Award for Exceptional Support and Fighting Spirit – Q4 2020.

Customer Service Team Lead

IDEMIA Middle East FZE
Dubai, UAE
04.2019 - 09.2020
  • Led customer service team to enhance support and resolve client inquiries.
  • Developed training materials to improve team skills and product knowledge.
  • Implemented feedback mechanisms to gather insights from customers and staff.
  • Banking Card Order Management and reporting.
  • Monthly KPI Deck sharing with key customers to showcase cards and perso performances.
  • Support Finance and Sales to decrease overdue.
  • Drove Forecast accuracy initiatives for MENA region.
  • Manage the operational challenges of the Customer Service Team.
  • Performance management of the Customer Service Team.
  • Escalation Management.
  • Supplier Management.
  • Complaints Management.
  • Change Request Management.
  • Projects: Redesigned and implemented remote onboarding of new team members, this helped team engagement and smooth e-onboarding.
  • Lead Internal and external Audits on behalf of Customer service and Sales.
  • Lead implementation of IQC (Internal Quality Check) process in Dubai.
  • Defined performance improvement Plan for low performers to support them to focus on areas of improvement.
  • Supported implementation of CRT tool in ME and Pak to efficiently monitor change request from customers and their closure.
  • Supported Salesforce implementation and continuous improvement of customer complaint management within the MENA region.
  • Achievements: MENA’s Got Talent – Daring Award (Kick-off 2020).

Customer Service Representative

IDEMIA Middle East FZE
Dubai, UAE
05.2013 - 03.2019
  • Managing customer orders and projects through the A/X Power ERP system.
  • Lodging any customer complaints into the system and responding with containment actions to ensure customer satisfaction.
  • Liaising with Production, Logistics, Finance, and Global Supply Chain departments to ensure smooth processing of orders.
  • Work closely with technical team and industrialization team for new product launch and new projects including EMV migrations.
  • Resolved customer complaints through effective communication and problem-solving.
  • Processing customer orders making sure designs are in accordance with Visa/MC standards to avoid design rejections from schemes and advising different card structures and designs for their premium products.
  • Liaise with IDEMIA’s Global factories ensuring accurate and timely deliveries for my customers.
  • Complete account management of major customers of Middle East, and Pakistan region.
  • Projects: Acted as a champion for the integration and implementation of MS Power Dynamics A/X in Dubai Production plant and Service Centre which helped to gradually phase out the legacy ERP system (SAGE).
  • Bank Muscat Re-designing Project.
  • HSBC re-designing and DI migration. (Contact to Dual Interface Cards).
  • Mashreq Bank DI migration (Contact to Dual Interface Cards).
  • Internal and external Audits on behalf of Customer service and Sales.
  • Achievements: Certificate of Appreciation for outstanding performance for the year 2015.
  • Sales Support Prize for outstanding performance and Exceptional Team Spirit – Q2 2018.
  • Sales Support Prize for outstanding performance and Exceptional Team Spirit – Q4 2018.

Production Coordinator - Racking

TSSC Co. LLC
Sharjah, UAE
05.2012 - 04.2013
  • Coordinated workflow across departments in Racking manufacturing plant to expedite production.
  • Reviewed master production schedule and work orders to establish priorities for customer orders.
  • Prepared daily production reports to monitor output and efficiency.
  • Distributed work orders detailing units to be produced and proposed completion dates.
  • Collaborated with department supervisors to assess progress and communicate changes in processing methods.
  • Compiled reports on work progress and machine downtime to inform production planning personnel.
  • Maintained inventory of materials required for production continuity.
  • Implemented production procedures according to ISO standards, successfully qualifying Safety protocols.

Data Entry Operator – Permanent

City District Government Karachi – Abbasi Shaheed Hospital
Karachi, Pakistan
05.2009 - 04.2012
  • Entered patient data into electronic health record systems with high efficiency.
  • Generated computerized admission files for in-patients to streamline processing.
  • Collected cash payments for prescribed tests and maintained accurate invoicing records.
  • Submitted daily cash collections from Radiology department against invoiced tests.
  • Maintained records of daily transactions across various departments to ensure accuracy.
  • Retrieved patient information for authorities as required for compliance purposes.

Data Entry Operator – Contractual

City District Government Karachi – Abbasi Shaheed Hospital
Karachi, Pakistan
06.2007 - 05.2009
  • Processed patient data entries accurately and efficiently for hospital records.
  • Maintained confidentiality of sensitive medical information in compliance with hospital policies.
  • Trained new staff on data entry protocols and software utilization.
  • Responded to inquiries from authorized personnel regarding patient information.
  • Collected cash from outpatient department patients, ensuring accurate transactions.
  • Submitted cash to accounts department, reconciling with generated tokens.

Education

MBA - Finance

Iqra University
Karachi, Pakistan
01.2011

B.Com - Bachelors of Commerce

Govt. College of Commerce and Economics
Karachi, Pakistan
01.2007

Some College (No Degree) - Pre-Engineering

DJ Govt. Science College
Karachi

Skills

  • Process optimization
  • Transformation
  • Business analysis
  • Budgeting and Forecasting
  • Operations management
  • Program management
  • Payment cards' manufacturing and personalization
  • Service Delivery
  • ERPs
  • Research and development
  • Corporate strategy
  • Compliance
  • Change management
  • Customer experience design
  • Systems optimization

Websites

Languages

  • Urdu, Native
  • Arabic, Elementary
  • English, Proficient

Certification

  • Managers Essential Program Completion by Rob Stewart - Feb 2023
  • Power BI Masterclass from Scratch in 90 mins by UDEMY - June 2024
  • Helping Employees Embrace Change by UDEMY - Feb 2024
  • Agile Project Management in 30 mins by UDEMY - Feb 2024
  • Change Management for Organizations: Drive Strategic Results by UDEMY - Feb 2024
  • Power BI: EPM Reporting for PMs by UDEMY - Jan 2024
  • inspire: Management Development Program by INSEAD - Feb 2024
  • Corporate Social Responsibility Fundamentals by IDEMIA - Feb 2024
  • Excel - Graphs Training by IDEMIA - Jan 2016
  • Planning and Organizing Skills by Spearhead Training - Aug 2016
  • Financial Service Institution: Products Training by IDEMIA - May 2016
  • Coaching and Mentoring by IDEMIA - Aug 2016
  • Psychology of Diversity and Unconcious Bias by UDEMY - May 2023

Languages

English
Full Professional
Urdu
Native/ Bilingual
Arabic
Elementary

Accomplishments

  • Achieved 409k€ savings for 2024 through transformation initiatives, 20% above target.
  • Award for Exceptional support and Fighting Spirit - Q4 2020 by IDEMIA
  • Certificate of Appreciation by IDEMIA 2017
  • MEA FI Q2 Sales Challenge - Sales Support Prize by IDEMIA 2020
  • MEA FI Q4 Sales Challenge - Sales Support Prize by IDEMIA 2020
  • MENA's Got Talent - "Daring" Award by IDEMIA 2020

Timeline

Program Manager Transformation – NORAM

IDEMIA America Corp.
09.2024 - Current

Customer Service Manager – MENA

IDEMIA Middle East FZE
10.2020 - 09.2024

Customer Service Team Lead

IDEMIA Middle East FZE
04.2019 - 09.2020

Customer Service Representative

IDEMIA Middle East FZE
05.2013 - 03.2019

Production Coordinator - Racking

TSSC Co. LLC
05.2012 - 04.2013

Data Entry Operator – Permanent

City District Government Karachi – Abbasi Shaheed Hospital
05.2009 - 04.2012

Data Entry Operator – Contractual

City District Government Karachi – Abbasi Shaheed Hospital
06.2007 - 05.2009

MBA - Finance

Iqra University

B.Com - Bachelors of Commerce

Govt. College of Commerce and Economics

Some College (No Degree) - Pre-Engineering

DJ Govt. Science College

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