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Work experience

Aug 2008Present

Operations Manager

Fidelity International

Recruited to oversee AMC Operations and implementing website enhancements. Improved conformance of customer complaint resolution from 20% levels to 90% and above levels. Ensured 99% and above conformance levels in other SLA deliverables. Implemented cost rationalization initiatives to save 41% of annual communication dispatch expenses.

  • Managed delivery of projects like system enhancements for Internet services, email & SMS service promotions, investor data enrichment initiatives, regulation driven changes.
  • Liaised with the Registrar to ensure service deliverables as per SLA and improved conformance in both financial and non-financial transactions.
  • Volunteered to manage and streamline Brokerage communication and processing and reduced payment timelines by 4 days.
  • Streamlined website registration process for investors and increased the number of users by 67% in 2 months.
  • Reviewed and standardized content and quality of communication sent to customers.
  • Setup the Operations for the distribution business overseeing system testing, recruitment, training, process design and documentation.
Aug 2004Aug 2008

Project Manager

Franklin Templeton Investments

Brought on board as one of the first members of the India Project Management Office (PMO) to execute the company's strategic business initiatives, collaborating with peers from different countries in a multi-cultural environment. Promoted twice in 3 years from Sr. Executive to Asst. Manager and then to Manager. Chosen to lead the implementation of an Imaging & Workflow application, which at a budget of $2 million, was the largest project managed by the India PMO. Received the ‘You Make a Difference’ and ‘Star of the Quarter’ awards in appreciation of efforts taken to go beyond the role of a project manager while delivering projects.

  • Redesigned the company's India website.
  • Implemented an automated email management & workflow solution for the Correspondence division.
  • Launched SMS alert services.
  • Set up centralized investor & distributor (main and backup) call centers with IVR and CTI technology.
  • Led the requirements and design phases of the imaging & workflow solution project.
Apr 2002Aug 2004

Operations Executive

Citigroup Global Services

Selected to manage the operations and projects for the investments distribution business coordinating with Citibank's branches and 7 domestic AMCs. Maintained zero-defect processing for 11 straight months during a time when volumes tripled over the previous year. Received Citibank’s service quality award for excellence in transaction processing.

  • Oversaw daily transaction processing.
  • Ensured periodic reconciliation of positions.
  • Maintained relationships with AMCs and R&T Agents.
  • Successfully completed multiple rounds of intra-city and intercity Business Continuity Planning tests.
  • Managed MIS reporting, Service Level Agreements (SLA).
  • Streamlined team performance appraisals, goal setting and capacity planning.



Mercury Quality Center
Open Office
Proficient in: Writer Impress Calc
MS - Office
Proficient in: MS-Outlook MS-Project DocuTools MS-Word MS-Excel MS-PowerPoint MS-Visio


Financial Services, Investments, Mutual Funds, Marketing & Internet ServicesProgressed rapidly to management and leadership roles with reputed MNCs demonstrating effective team, process and project management skills, capitalizing on strong analytical, decision making & communication abilities. Committed to achieving results & goals within timelines, working with integrity and flexibility. Firm believer in cost effective work principles, customer satisfaction and leveraging technology.


  • Quality Improvement
  • Internet/e-Services
  • Project Management
  • Communication Improvement
  • Structured Documentation


Date of Birth          : 9th Mar 1979

Marital status        : Married

References           : Will be provided on request


Structured Document Writing

Performance Technology Associates, Inc.

MS - Project

Sabcons Project Management Consultants