Senior Analyst— Client Service Administration at Fidelity Investments (2023-03 – 2026-03)
Subject Matter Expert managing Fortune 500 DC/retirement plan operations and leading cross-functional service delivery
- Own end-to-end administration of retirement and defined contribution (DC) plans for Fortune 500 clients, managing complex plan-level and participant-level cases with elevated financial, regulatory, and reputational risk
- Serve as Subject Matter Expert (SME) — primary escalation resource for complex case resolution, root-cause analysis, and process guidance across operations teams
- Resolve high-impact escalations by conducting root-cause analysis, reducing repeat incidents and strengthening process controls
- Design and maintain operational dashboards and performance reports enabling leadership to track productivity, quality trends, and risk indicators
- Lead process improvement and automation initiatives reducing manual effort, minimising rework, and improving turnaround time
- Mentor and coach new hires and tenured associates, accelerating ramp-up and building independent process ownership
- Ensure full compliance and audit readiness across all client interactions and case documentation
Lead Specialist at Fidelity Investments (2021-07 – 2023-03)
Process transition leader and quality authority; bridge between frontline operations and senior management
- Managed 10-member operations team under high-pressure delivery conditions, achieving 99.20% SLA compliance across all quality and service metrics for a regulated financial services portfolio
- Led US-to-India knowledge transfer for GSR, Salesforce email, and Strategic CSA workflows — ensuring documentation, continuity, and audit readiness throughout transition
- Delivered high-risk, customised deliverables for strategic Fortune 500 clients, reinforcing service confidence and business continuity
- Drove process improvement initiatives that reduced rework and improved team efficiency
- Maintained SLA adherence and quality scores consistently above team benchmarks
Senior Specialist / Specialist / Associate Specialist at Fidelity Investments (2014-08 – 2021-07)
- Set team benchmarks by becoming the first associate in the cohort to achieve independent, end-to-end case and ownership ahead of standard timelines
- Managed high-complexity retirement plan cases covering plan-level and participant-level transactions with strict accuracy
- Trained and mentored new associates on process workflows, system tools, and adherence to standard operating procedures
- Partnered cross-functionally with US-based counterparts across multiple time zones to maintain seamless, round-the-clock service continuity
Operations Assistant at Kempe Gowda International Airport (BIAL) (2012-06 – 2014-07)
Highly regulated operations environment; cross-functional coordination and real-time customer service
- Managed passenger inquiries and operational support for one of India's busiest international airports
- Coordinated with Customs, Immigration, airline operations, and security teams to ensure smooth daily airport operations
- Monitored real-time flight data and maintained accurate operational logs; responded to emergency and medical situations
