Raj Devarapally

Experience

• 

  GE Capital

  Nov 2000 - Apr 2004

  Process Developer - Consumer Finance

  Process Developer / Team Leader, Backend operations.Supporting the Backend research operations for various private label credit card clients like: Wards, Wal-Mart, Home Depot, JC Penny, Exxon Mobile, GAP, Old Navy, Banana Republic Etc

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  HP

  Apr 2004 - Nov 2007

  Manager - IT Services

  Span of Control:Managed IT Service Operations for Americas, EMEA, APAC & ANZ regions.Lead complex and critical accounts supporting various Global IT service desk functions.Responsible for close collaboration and synergy with global delivery centers across the world.Business Domain:Remote Infrastructure Management for clients such as Microsoft / KONE EtcIT service desk functions based on ITSM / ITIL Framework• Incident Management• Problem & Change Management• IT Service Continuity Management• Asset & Configuration Management etcGlobal IT Service Operations related to:• Networking• Operating Systems & IE• Messaging & Exchange Servers• Line of Business tools & applications• Active Directory & GAL• User Account Management & AdministrationRole / Profile:Manage the overall IT Service delivery of key clients with global presence. Manage People, Process & Technology creating business growth and profitability.Responsible for service operations through different service mediums such as: Client contact center, Backend operations, Outbound calling, Email Support & Chat Support Show less

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  ADP

  Dec 2007 - now

  Leading the US Upmarket Verticals of Implementation, Field Ops & Employee Screening & Selections. Multi-site Operations across Hyderabad and Pune of ~500 associates working 24/5Group Functions: Data Management and Transformation, Custom Dev, Business Analysis, Project Management, ETL, Recruitment and Screening and Selections for various Multinational CompaniesBusiness Functions:• Generate Start $ based on Fiscal Year sales forecast & Net New Business goals• Upgrade and Migrate Clients from legacy products to Next Gen platforms / technology • Project Management support through PMO, Domain & Client Office• Leadership of the End to End Print and Delivery Organization across ADP• Employee screening and selection services for Large American National & Multinational clients Show less Role spread across ADP Shoring locations of India, Philippines, Romania and Near Shore Key architect in designing and implementing a new outcome-based service model  Pricing models based on Units, Transactions, Equivalent Productive Units, Fixed Fee, FTE and Outcome based models. Defining Penalties and Incentive models for various business verticals Engagement Contracts and Terms Agreements. Production control and setting up global queues  Skill bands based on competency and complexity Lean Production Architecture, One Piece Flow & cellular modelling. Resource Sharing models for cross functional groups taking advantage of peaks & valleys and creating sustainable savings beyond arbitrage  New shoring solution evaluations and Site Selection, DR/BCP. Billing and Invoicing process transformation Global Workforce Planning, Demand & Supply management, Capacity planning and Forecasting Planning and implementing standard SLA’s and KPI’s across the shoring locations Show less

  • Senior Director - Service Delivery & Operations

    Apr 2020 - now

  • Director - Transformation: Global Shoring Business Solutions

    Dec 2015 - Mar 2020

  • Executive Manager - Technology

    Sept 2015 - Nov 2015

  • Senior Manager - US Benefits & Health n Welfare

    Oct 2010 - Aug 2015

  • Operations Manager - US Benefits Administration

    Dec 2007 - Sept 2010