Cricket, Music, Travelling
Appachu K.P
Team Leader Operations
No 10, 3rd Cross, Lake View Meenakshi Layout, Parappana Agrahara, Electronic City Post,,India
Summary
A reliable, self-motivated, honest and conscientious individual over 10 years of professional experience, through strong focus on service delivery operations, a very successful track record in leading teams, enhancing customer delight and experience. A results-oriented team player and a persuasive strategic thinker with broad business sense, who thrives in a fast-paced, rapidly changing and highly competitive environment. Strong leadership capabilities and drive for business results.
Overview
21
21
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
PI Ops Volume Specialist
Fidelity Investments
American Fork, Utah, USA
01.2019 - Current
- Partnered with leadership/managers and directors in organizational staffing needs and paid time off by Evaluating phone and XTRAC volume forecasts.
- Forecasted departmental Over Time (OT) needs and solicited OT offers within Workforce Management.
- Managed daily operations through monitoring XTRAC queues, phone volumes and associate work assignments.
- Collaborated with regional peers to develop planning routines for scheduling and daily work allocation for the organization.
- Met with business partners to discuss operational needs and adjustments
- Analyzed weekly and monthly performance data through Tableau and interpreted the findings to leadership and business partners.
- Drafted operations updates for organization.
- Participated in Tableau dashboard builds and data visualization for the organization.
Team Leader Operations
Fidelity Investments
Bangalore, USA
06.2007 - 01.2022
- Currently Managing 2 processes and 21 team members including 2 Workgroup leaders and 3 Senior Specialist
- Managing team functions such as manpower planning, recruitment, performance appraisal, identifying the training and development needs etc.
- Holding regular meetings with the team members and work leaders for reviewing the statistics/reports related to performance of the team and to ensure adherence to the standards of the company
- Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets
- Identifying the development needs for the high performing associates and make sure to train and coach them through structured training
- Will be part of all Client meetings, QA call with Clients and meetings with leaders within the organization
PI Ops Team Lead Account Management & TOA
Fidelity Investments
Fidelity Investments, USA
01.2016 - 12.2018
- Manage staffing for forecasted volumes and service levels and monitor clients' service experience
- Act as a liaison between business units
- Foster a highly interactive and engaged work environment. Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst Team members
- Facilitate decisions on procedure and adjustments for complex, escalated or exception items.
- Leverage available resources to meet daily service targets, improve customer satisfaction, support projects in alignment with company direction and manage high risk / exposure items.
- Maintain flawless execution for processing and service items.
- Prepare and execute Cross-Skilling & Cross-Training Plans within the teams
- Manage & administer all accesses to Fidelity’s systems for Individuals & recommend changes & enhancements as needed
- Analyses data/reports and provide synopsis/summary of performance for management to review process performance and advice on improvements
- Drive process improvements by implementing new ideas/concepts
- Coach and develop employees to achieve productivity and quality targets in order to deliver superior customer service
Education
MCA - Computer Science
Annamalai University
Bangalore 06.2008 - 04.2009
B.com - Accounting And Finance
Bangalore University
Bangalore 06.2005 - 04.2008
Skills
MS Office
Accomplishments
- Zero Defect Silver Award
- ZD Gold Award
- Team member Award for Green Belt Project on Accuracy
- You Earned It Award
- Raise A Toast Award
- 2011 Fun at work Award
- 2012 Fun at work Award
- 2013 Fun at work Award
- 2013 Half yearly Eureka enabler award
- 2013 Half yearly TOP idea award
- 2014 You Earned It Team Award
- 2015 We Collaborate Award
Risk & Compliance
- BU SPOC for all Risk and Compliance activities
- Planning and executing business continuity testing
Projects
- Green belt project Team member on Quality Improvement
- Reduction in Reroute / Nigo for PI-TOA Business – Global impact
- ACAT and Non-ACAT work classification - Global impact
Functional Attributes
- Able to develop excellent working relationships with people from all levels of professional and social backgrounds
- Excellent communication, presentation, analytical & interpersonal skills
- Excellent Execution Skills
- Excellent employee engagement skills
- Strong time management and problem-solving skills
- Able to operate effectively in high pressure environments
Personal Attributes
- Friendly, enthusiastic, honest and positive
- Dependable and responsible
- Self-motivated with enthusiasm and energy for achieving career goals.
Interests
Timeline
PI Ops Volume Specialist
Fidelity Investments
01.2019 - Current
PI Ops Team Lead Account Management & TOA
Fidelity Investments
01.2016 - 12.2018
MCA - Computer Science
Annamalai University
06.2008 - 04.2009
Team Leader Operations
Fidelity Investments
06.2007 - 01.2022
B.com - Accounting And Finance
Bangalore University
06.2005 - 04.2008
Similar Profiles
MICHAEL O'BRIENMICHAEL O'BRIEN
FIDELITY CLIENT SERVICES REPRESENTATIVE at Fidelity Investments - Fidelity Institutional (Fidelity Advisor Funds)FIDELITY CLIENT SERVICES REPRESENTATIVE at Fidelity Investments - Fidelity Institutional (Fidelity Advisor Funds)
Richard De HoyosRichard De Hoyos
Financial 401k Representative at Fidelity InvestmentsFinancial 401k Representative at Fidelity Investments
SHASHI SHEKAR N SSHASHI SHEKAR N S
Senior Executive at CBRE South Asia Pvt Ltd. (Client : Fidelity Investments)Senior Executive at CBRE South Asia Pvt Ltd. (Client : Fidelity Investments)
Monica BurnsMonica Burns
Senior Representative, Client Services at Fidelity InvestmentsSenior Representative, Client Services at Fidelity Investments
Bhoomika M KashyapBhoomika M Kashyap
Project Manager at TENXCLINICALProject Manager at TENXCLINICAL