Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Ajay Raja Rao

Bangalore

Summary

Plan Document Consultant with nearly 20 years of experience in healthcare, insurance sectors, and US Retirement Benefits, specializing in process improvements and client satisfaction. Expertise in managing complex projects, training new hires, and ensuring compliance with retirement plan regulations. Proficient in Salesforce for workload management and operational enhancements. Strong commitment to delivering quality outcomes and fostering teamwork to achieve organizational objectives.

Overview

19
19
years of professional experience

Work History

Senior Customer Service Analyst

Accenture
08.2024 - Current
  • Currently Part of Offshore Plan Document Unit team to satisfy corporate objectives in insurance domain (403 B &401K retirement plans); acquire knowledge on defined contribution (403 B, 401K) rules, regulations, products, and services.
  • Prepare and review retirement plan documents, such as 401(k), 403(b), pension plans, and other defined contribution plans.
  • Ensure that the plan documents comply with federal and state regulations, including ERISA (Employee Retirement Income Security Act), IRS guidelines, and DOL (Department of Labor) requirements.
  • Draft amendments to plan documents as needed due to regulatory changes or client-specific requests.
  • Work directly with plan sponsors, typically employers or HR teams, to understand their specific needs and requirements for employee benefit programs.
  • Provide consulting on plan design, compliance, and any changes to plan provisions based on legislative or regulatory updates.
  • Act as a subject matter expert, advising clients on how best to structure or modify their plans to meet their goals and ensure compliance.
  • Maintain accurate records of all plan documents, amendments, and correspondence related to the plan.
  • Ensure that all client documentation is up to date and aligned with current regulatory standards.
  • Ability to analyze complex plan provisions and regulatory changes to determine impact on clients.
  • Strong attention to detail to ensure compliance with intricate regulatory requirements.
  • Familiarity with retirement plan management software and systems.

Senior Analyst

Fidelity Business Services India Private Limited
07.2012 - 08.2024
  • Currently involved in Plan Consulting Project team.
  • Coordinate & complete new client implementations in Fidelity systems and support documentation for New Business Implementation projects (Deals) for 401k Retirement plans once the client is on boarded.
  • Managing the process/project training, Quality Deliverables, Work Allocation, and planning across the process for a better resource planning in consultation with team manager.
  • Co-ordinate with team manager to get the details of resources based on the requirement of the projects and allocates resources to projects/plans.
  • Align resources based on skill set, market and products and recommend areas of development for the team.
  • Been part of the Process Automation & Improvements and also currently part of two Process Transformation Projects.
  • Handle project/plan allocation escalation emails on priority and ensure that any risk is mitigated.
  • Discussion with the process owners / Stake holders to know the process level performance on a biweekly basis during calls.
  • Maintains resource staff job results by counseling and disciplining employees, planning, monitoring.
  • Recommend process improvements to manager and US Partners based on streamlining the process.
  • Coordinate & complete project/plans on time and support documentation for New Business Implementation projects.
  • Deliver appropriate communication all stakeholders regarding the work progress made on a day-to-day basis.
  • Co-coordinating with Team Manager to complete all process level reports on a daily and weekly manner to publish the reports to the Senior Management/US Stake holders.
  • Allocation of work based on the volumes received from onshore.
  • Also work with team managers in monitoring the quality and performance issues of associates in the team.
  • Monitoring the progress on key initiatives and challenges.
  • Requirement gathering - Discussion with the Process owners to understand the process and the requirements.
  • Conduct regular meetings with onshore partners to share the process updates.
  • Present the projects demand and the Resource requirements to the business / Stake holders.
  • Provide periodic and ad hoc reports based on the requirement from the stakeholders and support business needs.
  • Displaying consistent team building attitude by helping others understand the process.
  • Handling Escalated issues of the processes. Plan Consulting/System Set up.
  • Manage overall process as per the defined process SLAs.
  • Tracking the Project Requests / Change / Issues / Risk and updating the stakeholders on regular intervals.

Senior Analyst

Fidelity Business Services India Private Limited
11.2005 - 07.2012
  • Researched and resolved customer benefits issues for US Health & Insurance.
  • Monitored denial and rejection trends while managing accounts receivable tasks.
  • Provided comprehensive client service regarding eligibility, coverage, and claims inquiries.
  • Processed dental claims while adhering to HIPAA guidelines and meeting productivity targets.
  • Verified participant accounts and issued invoices to inform of outstanding balances.
  • Trained new hires on processes and ensured readiness for role responsibilities.
  • Collaborated closely with U.S. partner teams to develop client-focused solutions.
  • Participated in team huddles to discuss process improvements and updates.
  • Discussion with the process owners, stakeholders, to know the process-level performance on a biweekly basis during calls.
  • Previously, I was part of the plan/client level setup team (Service Installation Group - SIG), which sets up the client information in various Fidelity systems and software.
  • Responsible for end-to-end project coordination, client support, maintenance, and onshore support.
  • Ensure that all client documentation is up to date and aligned with current regulatory standards.
  • Draft amendments to plan documents as needed, due to regulatory changes or client-specific requests.
  • Familiarity with retirement plan management and health care software and systems.

Education

Bachelor of Commerce -

Mysore University

Skills

  • Operations
  • Implementations
  • Process transitions
  • Stakeholder management
  • Insurance Products Knowledge
  • Risk Management
  • Claims processing
  • Customer service
  • Project management
  • Process improvement
  • Plan document preparation
  • Retirement plan compliance
  • Team collaboration
  • Problem-solving abilities

Accomplishments

  • Contributed to smooth transition of process from US to India.
  • Actively involved in process transition and establishment of the process in India.
  • Integral part of the organization, process initiatives team due to excellent client engagement skills.

Timeline

Senior Customer Service Analyst

Accenture
08.2024 - Current

Senior Analyst

Fidelity Business Services India Private Limited
07.2012 - 08.2024

Senior Analyst

Fidelity Business Services India Private Limited
11.2005 - 07.2012

Bachelor of Commerce -

Mysore University

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Ajay Raja Rao