Raj Giddi

Experience

• 

  Covansys

  Mar 1999 - Jun 2002

  Application Developer | Client Services

  Programmed and maintained HRIS, Payroll, Leave & Attendance, Financial Accounting, Travel and Learning Mgmt. systems. Wrote Oracle stored procedures, packages, functions and database triggers to implement policies and procedures.Performed database administration activities including but not limited to creating new oracle database/instance, troubleshooting issues with tnsnames.ora, init.ora, creating database schemas, tablespaces, datafiles, user accounts, roles, creating/altering database objects such as table definitions/data types, functions, procedures, views, constraints etc.Conducted database/SQL, application tuning, indexing, database/ application auditing, backups/restore to support application design and development activities. Made production databases/applications available 24/7 with no disruption to client service. Show less

• 

  Aon Hewitt

  Jun 2002 - Aug 2012

  Budgeted projects up to $1.5M in revenue. Delivered client implementations within the company allowed cost variance threshold of ±10%. Managed all aspects of the projects and implementations including but not limited to requirements gathering/ Mgmt., Resource Mgmt., Stakeholder engagement (Both Internal and external), Cost Mgmt., Quality Mgmt., Maintaining risk register (qualifying and quantifying project risks). Delivered projects with zero defects both during internal and external client accepting testing phases (iCAT and eCAT) before going Live resulting in highest client satisfaction, retention and Net Promoter Scores (NPR).Accomplishments:1) Planned and executed top-quality high budget Pension Administration Projects.2) Delivered implementations within the allowed cost variance threshold of ±10%3) Maintained excellent client satisfaction and retention rates (100%)4) Made significant contributions to “Impact through Innovation,” a program to ideate and innovate project tools and processes to stabilize clients and operations. Show less Delivered successful client implementations with quality and consistency. Designed quality assurance and test planning processes to define baselines to use across client teams. Coded and constructed pension calculation spreadsheets to promote reusability by eliminating manual work. Brought India teams to US to train on domain and technology as well as had them execute projects alongside US teams to learn processes and proprietary sytems. Acted as a liaison between US and India teams from US to deliver successful client results. Show less Built defined benefit implementations from an end to end standpoint collaborating with internal and external stakeholders. Programmed pension calculations resulting in accurate pension payments to participants. Achieved zero defects during internal and external client accepting testing phases helping the organization with higher NPR scores with increased client satisfaction and retention rates.Travelled from US to India when Hewitt opened their development centers in India. Hired and trained associates and teams across different regions within India. This has became a great success in terms of revenue generation by transferring and executing the work at low cost centers without compromising the quality. Show less

  • Control Account Manager | Client Services

    Nov 2009 - Aug 2012

  • Onsite Manager | Client Services

    Oct 2008 - Nov 2009

  • Senior Consultant Manager | Client Services

    Apr 2005 - Oct 2008

  • Senior Consultant Programmer | Client Services

    Jun 2002 - Apr 2005
• 

  Empyrean Benefit Solutions, Inc.

  Aug 2012 - Aug 2022

  Configured, programmed and managed Health & Welfare Benefits Administration clients, Financials, People and Processes. Made sure teams followed SOC1 compliance within the client service and business groups. Protected client’s data with necessary Encryption/ Transmission protocols for PII/ PHI.Lead platform release testing effortsContributed to continuous improvement projects to increase gross margin annual targetsManaged effective utilization of resources across projectsTravelled to client sites for new implementations and workshopsDelivered effective implementations with quality and consistencyIncreased client satisfaction, and retention rates with better client NPR scores. Hiring and training of new hiresComplex issue resolution supportPeople management and developmentAccomplishments:1) Programmed a solution to automatically transmit data load reports with encryption along with an email notification to clients to meet SOC1 compliance standards. This has been deployed across client base.2) Brainstormed and built a custom premium report based on client administrators location, privilege/role, and department to protect and secure employee enrollment data.3) Built a reporting solution to identify duplicate benefits coverage for voluntary life insurance products. It was easy to build a solution for Medical, Dental and Vision Benefits due to the direct association of dependents but not for voluntary Products. The custom solution helped to increase client satisfaction across clients and to earn some change order revenue.4) Delivered defect-free Benefit Enrollment system implementations and ongoing projects Show less Configured, programmed and implemented Health & Welfare clients on SaaS platformResponsible for service delivery and successful execution of project tasks working in partnership with the aligned client service managersResource allocation and management across clients and business unitResponsible for quality and technical profitability of the clientsOwn continuous client profitability through configuration, out of scope work, automation, process improvement and quality assuranceIn partnership with Client Service Manager, drive team performance, client satisfaction, retention, change management, case management and data checks for aligned clients.Ensure compliance regulations were met across clients including SOC1Hiring/ coaching and developmentManage provision migrations across clientsResponsible for system configuration for implementations and ongoing projectsProvide direction on issue research, review, RCA and resolution.Accomplishments:1) Created a 3 step continuous improvement process to audit Evidence of Insurability setup across client base to minimize E&O. This has helped to uncover issues and stabilize systems and operations.2) Conducted Business groupwide trainings on technology and domain such as Python programming, Payroll files configuration/validation, Quality Assurance/ SDLC processes etc. to develop resources as well as maintaining stable client operations.3) Programmed numerous data validation checks to maintain agreed upon client SLAs.4) Conducted data conversion/ Data Exchange activities to improve client delivery to minimize issues and maximize quality. Show less Programmed and implemented Health & Welfare clients on a SaaS platformFollowed company's best practice methods and stands when it comes to data security, compliance and client implementationsReviewed GAP analysis data/ documents to improve systems and processesProvided accurate hours estimate for client changes and change ordersFacilitated internal/ external and third party meetings as neededManaged Client Acceptance Testing efforts in conjunction with Client Service Managers alignedAchieved higher client satisfaction and retention rates delivering defect free systems and platforms Show less

  • Senior Business Systems Manager | Client Services

    Apr 2019 - Aug 2022

  • Business Systems Manager | Client Services

    Apr 2017 - Apr 2019

  • Senior Systems Analyst | Client Services

    Aug 2012 - Apr 2017
• 

  Conduent

  Aug 2022 - Sept 2024

  Director, Benefits Consulting Services

  Managed $40M- $50M clients with technology solutions and benefits administration servicesTravelled to client site as part of Quarterly Business Reviews (QBRs) presenting Conduent’s product enhancements, technology projects, systems and release updates along with technology roadmap.Provided Annual Enrollment support for clients collaborating with DevOps, AppDev, and ETS groups.Achieved excellent client satisfaction results and retention rates with high Net Promoter Scores (NPR) by working in conjunction with Client Group and Account Managers aligned to the clients.Designed solutions that improved employee enrollment experience on the Benefits Enrollment platform.Worked with Operational and IT groups in analyzing and providing RCA details to clients.Served as key account contact for systems and applications for clients and operational teams.Coach, develop, mentor, and motivate a team of 40 direct reports in meeting and exceeding goals.Accomplishments:1) Achieved an impressive client Net Promoter Score (NPS) of 98%, demonstrating exceptional client satisfaction.2) Reduced Enrollment website response time from 30 to 6 seconds, greatly enhancing user experience.3) Successfully upgraded and migrated the Call Center Verint case management system using a systematic pre/post QA strategy.4) Developed a solution to prevent the loss of election data across multiple web sessions.5) Implemented an alternative Web Cookies solution to ensure compliance with GDPR and California regulations.6) Established a continuous improvement process for managing billing queries and handling new acquisitions.7) Designed an ongoing improvement process for payroll file development and extraction.8) Created a solution for automatic data file archiving to ensure continuous free space for carrier file transmissions.9) Assisted clients with MFA, database upgrades, advanced bots, and enhanced security.10) Improved the communication process for handling deceased employee cases. Show less

• 

  Empyrean

  Oct 2024 - now

  Technology Operations Solutions Leader

  Partner with Operations Business leaders to drive visibility into book of business performance and lead teams to improve metrics such as client satisfaction, profitability, change management, case management and data validations.Collaborate with operations, product, and technology teams to align solutions with business operations. Optimize technology infrastructure, processes, tools, and new product solutions for operational excellence, efficiency, and scalability. Develop best practice methods for clients to fully utilize the benefits administration platform. Drive transformational initiatives leveraging a deep understanding of both technology and business operations, supporting superior client delivery, continuous improvement, and measurable value. Identify opportunities for technology-driven improvements in business processes and client delivery performance. Drive operational efficiency and cost management activities. Advise on and develop new system functionality and solutions, deploying rollout strategies, communication, and adoption measurement. Ensure technology solutions are scalable, sustainable, and aligned with industry best practices.Actively participate in Enterprise Technology Services meetings, Product Management activities, and Application Development Sprint Planning. Provide input to the Product Roadmap. Coach technical resources across Operations for greater proficiency and engagement.Establish a culture of continuous improvement, adopting new technologies and methodologies to enhance client retention, operational performance, and support growth. Monitor industry trends and emerging technologies for strategic investments. Promote a culture of accountability, high-quality service, and innovation.Ensure compliance with regulations, including SOC1.Participate in Business Development activities, client demos, site visits, and RFP information collection.Participate in strategic corporate projects and improvement initiatives. Show less