1. Sapna.R
#2816, 12th main, D Block, 2nd stage
Rajajinagar, Bangalore - 560 010
Mobile: 9900299137
Email: sap19_ram@yahoo.com
CAREER OBJECTIVE
To be part of an organization that helps me harnesses all the skills that I have acquired and
developed over the years and put it into practice for the development of organization and my
professional career.
SKILLS SUMMARY
 Overall 11 Years of Experience in Fidelity, covering various portfolios such as Operations,
MIS Reporting and PMO (Program Management Office) and Business Analyst role.
 Superior communication (i.e. Written, Verbal, Presentation) and Analytical skills.
 Strong project management skills demonstrated for medium to large sized projects.
 Quick Learner and a good Team Player.
 Good at influencing / collaborating in a large matrix-managed environment, and across
multiple and diverse groups.
 Critical thinker with good judgment and initiative.
 Strong interpersonal skills, including the ability to work across the organization and
interact/influence effectively at most levels of management and peers.
 Interested in working in different environments and in new knowledge platforms.
CAREER REVIEW
Fidelity Investments (Sept 2005 - Till date)
Fidelity Investments is one of the world’s largest providers of financial services, the firm is a leading
provider of Investment management, Retirement planning, Portfolio guidance, Brokerage, Benefits
outsourcing and many other financial products and services.
Role: Business Analyst
Department: PI Finance – Personal Investing Finance
PI Finance group’s prime responsibility is to provide insight on number of accounts opened Online
vs. Offline, Rollover information (.i.e. money movement) of the participant and financial metrics like

2. KCI (Key Control Index) scores. Publishing Daily, Weekly, Monthly and Quarterly reports to
respective stakeholders (including both India and Onshore counterpart) with Analysis
 Hands on experience on Hyperion, SAS, Power Pivot and MS. Office
Role: Lead Specialist
Department: Program Management Office (PMO)
PMO group’s prime responsibility is to collaborate across various Businesses in Operations,
Technology, Finance, HR and Enterprise service teams to enable effective and efficient service
delivery.
1. Billing:
 Preparation of Billing reports which is used by finance team to charge customers
(Fidelity US) for the services/work done in India.
 Providing analytical reports to the management team to enable them to take informed
decision.
 Providing valuable inputs to Management on the Budgeted and Actual headcount for
better Resource planning.
 Streamlined and completely automated the billing process.
 Publish the billing reports to various teams like Finance, MIS reporting, HR and other
departments which enables them to prepare their dashboard for their management.
2. Capacity Management:
 Coordinating with Staffing, Business and Finance to get resources onboard in a timely
manner.
 Forecasting and providing analytical report to management and HR team for better
staffing.
 Designed “Campus Recruitment” program and managed the whole process.
 Streamlined and completely automated the Capacity Management process.
 Gather requirements from the business and share with staffing. Help with scheduling
the events and keep the business and staffing connected.
3. Project Management: Responsible for the management of overall project schedule, and
scope of projects of medium size and complexity and generally small to medium sized
stakeholder groups.

3. a) Deliverable Management: Understanding of the Project Lifecycle and accountable for
the results of all applicable:
 Project Life Cycle deliverables:
 Project Charter (Project Planning & Initiation-PPI)
 Project Plan
 Business Requirements Document (BRD)
 Service Model
 Issues List / Change Control Log
 User Acceptance Testing (UAT)
 Project Closure Document
 Participate in the review of:
 Systems Prospectus (Systems Requirements Analysis-SRA)
 Systems Delivery Specs (SDS)
 User Procedure Documents (UPD)
 Training Documents / Plans, coordinate/manage rollout plan
b) Issues Management: Leadership role for identifying and influencing stakeholders on all
issues related to the project.
 Project Plan Development
 Lead planning and rollout development of project plans. Partner with the
business to provide internal and external rollout strategy to ensure business
communication needs are met, develop/coordinate review of internal and
external communication and training plans, coordinate/manage rollout
enablement for initial phase of customer rollout.
 Process Documentation
 Drive the team towards the development and completion of all critical project
documents according to defined processes, leveraging Fidelity standard
methodologies.
Projects handled:
 Shift Allowance Project: Time tracking system module built in the system to
capture shift timings and paying the allowance respectively.
 Headcount Calibration project: To streamline details pertaining to headcount
(budget, actual, forecast, demand across various sources). Simplified billing process
(part of EDS HC Calibration) was introduced. Lag billing concept used to cause
confusion on the floor to match the current month's Budget to billing done for
previous month. Hence we have moved the billing cycle from lag to current month.

4. Change in the Billing cycle, helped the Partner to calculate the Productivity for the
month by using Current month HC information instead of Previous. Before moving to
new billing cycle simulation was done for three months and obtained necessary
approval from EDS LT. New Billing process has been streamlined and completed.
 Requisition: Lead the project by streamlining and automation of existing model,
which reduced multiple handoffs.
 Time Tracker: Time tracking module built to capture details of stretch and
compensation hours.
 Manager and Cost Center Change (MCC): Built model that helped business to
manage the headcount throughout the year. Business had challenges (6 months a
year) in managing the same due to review seasons.
I have led the Time tracker, Shift Allowance, Requisition and EDS HC Calibration project
through its inception starting from Ideating, Developing and Completion spear headed the
entire initiative and worked closely with tech team for timely completion. Played a key role
in aforesaid projects
Initiatives:
 Campus Hiring Program: Campus hiring program was centrally managed by PMO team
headed by me and also streamlined the complete process. Acted as liaison between Staffing,
Business, ISO, Corp Communication team. Consequently handled for 3 years.
 Management Trainee Hiring Program: Involved in Designing, Planning, Co-ordination,
Requirement gathering, Obtaining Approvals from Leadership team and Comprehensive
Engagement plan for MTs. Consequently handled for 2 years.
 Chennai Rebalance: Transfer of Associates and Work from Bangalore to Chennai or Vice
Versa. My role: To explain the process, to help requestor in filling the form, Analyzing,
Screening the information provided by business, suggesting if any amendments required and
reporting out the same to respective stakeholders on timely manner. SEZ Approval process
has been streamlined with the help of HR team, SBE and Business. Having been the SPOC
for all requests related to SEZ Approval and Chennai Rebalance from a PMO standpoint.
Acted as liaison between Business, SBE, HR and Finance.
Role: Senior Specialist – Reporting
Department: Business Reporting (MIS)
Develop & Deliver Scorecards / Dashboards and facilitate timely and accurate information to leaders
hip team, which includes relevant business metrics enabling informed decision making.

5.  Centralized reporting team to provide standardized, consistent and accurate operations
report to the management team.
 Provide management reports on Operations’ performance both Onshore Partners and
India Management
 Establish a clear understanding of performance requirements with key stakeholders
 Maintaining repository of all historical records for all stakeholders at all times (Including
Risk & Audit)
 Preparation of following reports on a periodic basis (Daily/Weekly/Monthly):
 Production Report – This contains daily production volumes, Accuracy, TAT and
Stretch hours of the associates. The data is received from t he process owners on
daily basis.
 Kintana Report – This contains the timesheet where in associates update the no.
of hours worked in a day. The report is sent to the management by segregating
data into compliance, missing and not updated details.
 Tenure Report – This report contains the Name of the Associate, DOJ, Managers’
name and the Tenure in the company.
 Cost Centre Report – This report is prepared to map each processes to the US
cost centre. Send details of discrepancies to respective process owners f or
validation.
 System Downtime Report - Downtime is the total period that a service or
component is not operational within an agreed service time. A report is lprepared
to show the production & application downtime, latency etc.
 Stretch Hours Report – This report contains the data on extra hours worked by
the associates beyond the normal working hours for production (Processing, QC,
Training, etc).
 Comp-Off Report – This report contains the details of the comp-offs pending for
each associate for working on Holidays and other off days.
 Shift Details Report – This report is prepared to show the no. of associates
working in different shift timings. Analysis and review of the same by the
management.
 FTE Release Tracker – This report contains details of the no. of associates in
each process, additions and release of associates from the process based on
process owners’ decision. This also shows associates moved from one process to
another, terminations etc.
 Basic Stats Report – This report contains the statistical data of the business
such as Infrastructure, People, Operational metrics etc.
 Monthly / Quarterly Business Review (MBR/QBR): Report Presentation for
Sr VP Country head on the quarterly performance: Based on the goals and
initiatives agreed upon during the business planning, prepare and present the

6. quarterly performance by working with various stake holders like business heads,
initiative owners, Finance, HR and support service team.
Role: Senior Associate
Department: Operations - Defined Contributions-Reconciliation Team
 Member of reconciliation team, where we reconcile the contributions and loans accounts of
401K retirement plans.
 Working as a Subject Matter Expert for critical issues and escalation.
 Conducted process-training program for the new recruits and refresher trainings for the
existing team members.
 Analyzing the Business Functionality.
 Reconciliation: Researching the Discrepancy in Stock and Mutual Funds.
 Preparation of Management Report,
 Handling Escalated issues of the process.
 Ensuring in meeting the team SLA and Quality targets.
 Ensure that SOX compliance is met for the process by making sure that all the SLAs for the
process are addressed and met.
 SOX for reconciliation have been defined by fixing certain number of disc items that can be
outstanding within the range of different ageing baskets.
 Working closely with Onshore and the offshore team in Understanding and implementation of
the process.
 Adhered towards Fidelity compliance policy.
 Conducting process-training program for the new recruits.
 Correspondence with the Front Office for research and corrections accordingly.
 Reconciliation of Accounts and corrections accordingly.
 Correction of Loans and contributions incorrectly processed.
 Overall Managing the 401(K) Plans of US Clients.
 Had been to Chennai for training the associates there when the process was transitioned
from Bangalore to Chennai.
REWARDS AND RECOGNITIONS:
1. You have earned it Award: For taking additional initiatives and processing huge volumes
and conducting training for the existing as well as new recruits without affecting production
and accuracy.

7. 2. On the Spot Award: For Transitioning additional work from Onshore and handling additional
volumes at the time of Peak volume seasons.
3. Yellow Belt Certified for Quality Lean-Six Sigma
4. Eureka Award: Major contributor of ideas in the portal towards process automation.
Education:
 Bachelor of Commerce (B.Com) from Bangalore University in 2004-05
 Operating System: MS-DOS, Windows, MS-office, Tally & Other customized Software
 Pursuing ICWA
PERSONAL DETAILS:
Name : Sapna. R
Father’s Name : Ramesh. K
Date of Birth : 19th March 1985
Marital Status : Married
Languages Known : English, Hindi, Kannada & Telugu
Hobbies : Browsing, Cooking, Reading magazines
Listening to Music, Watching Movies.
I hereby declare that the information furnished above is true to the best of my knowledge and
belief.
Place : Bangalore Sapna Ramesh
Date :