Wangkhem Prasanta Singh
Manager
Bangalore,KA
Summary
Results-driven Operations Manager with 10+ years of experience in retirement and financial services, leading high-performing teams, optimizing operations, and ensuring regulatory compliance. Proven expertise in retirement plan administration, transaction management, operational risk, governance, quality assurance, workforce planning, and process improvement. Skilled in driving operational excellence through KPI management, Lean methodologies, FMEA, audits, and Root Cause Analysis while consistently meeting SLA and client expectations. Strong leader with a track record of coaching teams, managing stakeholder relationships, and delivering continuous improvements that enhance productivity, service quality, and customer satisfaction.
Overview
3
3
Languages
3
3
Certifications
14
14
years of professional experience
Work History
Manager –Operations
Empower
Bengaluru
02.2016 - Current
- Oversee transaction processing, transfers, withdrawals, rollovers, QDROs, and account corrections ensuring 100% compliance and accuracy.
- Perform capacity planning, KPI tracking, and performance evaluations to enhance productivity and resource utilization.
- Implement risk control measures, conduct FMEA reviews, and manage restricted plan audits to strengthen operational integrity.
- Verify participant documentation (KYC, SSN, lexis nexis search,address, bank details) to mitigate fraud risk and maintain data security.
- Liaise with onshore partners to resolve escalations, ensure SLA adherence, and enhance client satisfaction.
- Conduct root cause analysis, prepare monthly compliance reports, and manage governance documentation.
- Train and upskill team members through structured learning sessions on process and compliance standards.
- Lead and mentor a 19-member team including 2 Leads.
- Capacity Planning- perform Capacity planning for the upcoming year with earlier data.
- Manage SAF , MBR,QBR.
- Conduct Improvement plan for low performers in the team.
- Working on Projects to Optimize Training and Improve Total service quality.
- Process flow and Value stream mapping for each task types.
- Career conversation, guidance,coaching for team members.
- Weekly and Monthly connects with Onshore partners on updates and work plan.
- Handling high dollar Transfers and Rebalancer for participants.
- Maintaining Early Warning Signal- to determine early behavior of any users planning to leave organization.
- Work along with Team leads on FMEA quarterly basis to derive on the risk involving tasks type and steps.
- Restricted Plan Audit- to ensure any restricted plan tasks are not handled by global users.
- Monthly KPI Metrics preparation.- Teams handled events,errors,enabling,non enabling,downtime,leaves,Comp- Off.
- Shift planning- work on day shift penetration.
- Maintaining all team members Business score cards on monthly basis.
- G/L or incident or Privacy reporting
- SOW review- Yearly review on the SOW to remove or edit any changes and get it approved from site directors.
- Internal/External Error tracking- Reviewing and managing of RCA for the errors.
- Access Ticket review and certificate- Quarterly review of the access and certificate for removal or approval
- Account Deletions- Deletions of accounts requested by CSM, internal teams.
- No Due forms- for users leaving organization.
- Head Count and Cost center validation. – Monthly validation of HC and cost center for the teamquarterly
- Conduct PKT- conduct Monthly PKT from errors and new scenarios.
- Audit Sampling – ICOFR and SOC control- Auditing on each task type for handling correctly monthly and quaterly random events for multiple plan.
- Verify the provided paperwork and check all the necessary documents to match SSN, Name, Address, birth date and other bank details to prevent fraudulent activities.
- Reviewing paperwork submitted by participant and clients, with IGO/NIGO procedure.
- Creating alternate/beneficiary account for the participant’s beneficiary for claiming the benefits.
- Pilot batch on processing INST plans for Participant Administration team.
- Processing takeovers for deceased participants. Creating of Takeover account and transferring of funds from participants to Takeover account.
- Processing QDRO for divorced participants. Creating of QDRO account and segregating of funds from participants to QDRO account.
- Processing Rollovers from other service providers to Empower. Movement of account balance from other service provider to Empower.
- 100% QC for all the events processed by team.
- Training new hires and on the job training. Leading and managing on-boarding and training of new hires and refresher session.
- Contacting CSM for updates and for any clarification.
- Creating Service request to downstream team.
- Preparing rejection letters for participants and clients for Participant Administration and Benefits team for 401k, INST, IN02 clients.
- QC for withdrawals.(Hardship, Separation,Loans,In-service).
- QC for segregation process.(Takeovers and QDRO)
- Process Service Request as per requested by clients. (Transfers and auto rebalance)
- Preparing daily reports related to processing. Managing people and allocating work to partners on day to day basis. Re-allocation of task to maintain smooth run of BAU. (Avoiding overtime)
- Helping in transitioning Participant Administration Review process. (401k and IN02 plans).
- Handling process related queries and escalations from processors as well clients.
- Contacting onshore partners for fraud related events.
- Provide feedback to processing teams, by sending consolidated monthly report of routing errors.
- Managed Account corrections.
- Check carefully when participants request transfer of funds from one account to another account by verify their details and confirm its legal way.
- Processing Transactions including TPA (Third Party Administrator)
- Conduct auditing for red-clients on weekly basis.
- Conduct cost basis analysis to correct the non-taxable amount in participants account.
- Conduct analysis on specific clients, to prepare report on Rollover amount to Empower.
- Prepare Root Cause Analysis for errors and fixes on monthly basis.
- Key Achievements:
- Led projects on Training Optimization and Service Quality Enhancement, improving operational efficiency by 15%.
- Reduced process errors through structured FMEA-based risk reviews.
- Maintained 100% Quality Control (QC) scores and achieved zero SLA breaches consistently.
- Supported successful transition of Participant Administration Review process for 401(k) and institutional client plans.
Senior Associate – Operations
Fidelity Investments
Bengaluru
03.2012 - 03.2014
- Reviewing account application.
- Setting up accounts for participants as per request.
- Quality Check per SSAE 16 norms.
- Communicating with onshore partners about issues and failures.
- Updating investment elections and deferrals for Participants accounts.
- Updating beneficiaries for participants.
- Granting access for trading authority.
- Taking initiative for process development of a new process.
- Taking major role in forming procedure for BeneOlb process in India, Bangalore.
- Trained new hires.
- Maintaining participant’s accounts as per participant’s request.
- Contact with CSM’s for clarification as per client’s direction.
- Organize meetings for critical updates.
- Give ideas for process enhancement.
- Key Achievements:
- Drove process enhancements that improved client satisfaction and reduced turnaround times.
- Maintained high QC ratings and contributed to multiple successful process transitions.
Education
Bachelor of Business Management - B.B.M.
Basudev Somani College, University of Mysore
Karnataka, IndiaSkills
Operations Management
Team Leadership
People Development
Performance Management
Workforce & Capacity Planning
Retirement Plan Administration
Transaction Processing
Account Corrections
Operational Risk Management
Fraud Prevention
Governance & Controls
Certification
Lean Six Sigma Certified
Awards & Recognitions
2x VIP Awards – Outstanding performance and client service excellence, Multiple EMVP Nominations – Consistent high-quality delivery, “New Kid on the Block” Award – Exceptional performance post-transition, “On the Spot” Award – 100% QC accuracy across critical processes, “You Have Earned It” Award – Contribution to process transition and SLA success
Timeline
Manager –Operations
Empower
02.2016 - Current
Senior Associate – Operations
Fidelity Investments
03.2012 - 03.2014
Bachelor of Business Management - B.B.M.
Basudev Somani College, University of Mysore