Naga Yerramsetti

As the IT Director for the PEGA team, I lead a shared services organization that supports all business areas across UNUM. I am responsible for defining and executing the strategic direction of PEGA-based Business Process Management (BPM) solutions, ensuring alignment with enterprise goals, optimizing operational efficiency, and driving digital transformation. I collaborate with stakeholders across multiple business units, oversee development and support activities, and ensure best practices in low-code automation and workflow management.

Strategic Leadership & Vision

• Develop and execute a strategic roadmap for PEGA solutions to meet the evolving business needs across UNUM.
• Collaborate with senior IT and business leaders to align PEGA capabilities with enterprise digital transformation goals.
• Advocate for continuous improvement and innovation in workflow automation and case management solutions.

Technology & Delivery Management

• Oversee the design, development, and deployment of PEGA applications, ensuring scalability, security, and maintainability.
• Lead the PEGA Center of Excellence (COE) within the shared services model, driving governance, best practices, and reusability.
• Ensure adherence to industry standards and compliance requirements in PEGA implementations.
• Manage platform upgrades, system integrations, and performance optimization efforts.

Operational & Team Leadership

• Lead, mentor, and develop a high-performing PEGA development and support team, fostering a culture of collaboration and innovation.
• Partner with business and IT teams to prioritize and deliver solutions that enhance efficiency and customer experience.
• Establish and monitor KPIs to measure team performance, application health, and business impact.

Stakeholder & Vendor Management

• Act as the primary liaison between business stakeholders and the PEGA team to align technology initiatives with business objectives.
• Manage relationships with PEGA vendors, IT delivery partners, and internal IT teams to optimize support and solution delivery.
• Oversee budget planning and resource allocation for PEGA initiatives.

Key Results

• Achieved 95% straight-through processing (STP) for Adobe Forms workflows, significantly reducing manual interventions and improving efficiency.
• Reduced operational costs by $2.5M annually by optimizing PEGA workflows and eliminating redundant systems.
• Saved $500K annually by decommissioning legacy systems and migrating workflows to PEGA.
• Increased business stakeholder satisfaction (BSAT) scores from 60% to 95% by enhancing service delivery and responsiveness.
• Boosted PEGA user adoption by 70% across the enterprise, driving engagement through self-service automation features.

As the CCM IT Director, I lead a shared services team responsible for document generation, storage, and delivery capabilities using the OpenText platform to support business areas across UNUM. I focus on building scalable, reusable CCM services that drive efficiency, enhance customer communications, and align with enterprise goals.

• Developed and implemented IT policies, procedures, and technical application support strategies to balance continuous innovation with responsible risk-taking.
• Analyzed business requirements to align CCM technology priorities with organizational needs, ensuring efficient document management processes.
• Stayed ahead of industry advancements, emerging standards, and IS regulations to support strategic technology initiatives.
• Managed IT budgets, tracked costs, and conducted cost-benefit analyses for CCM investments and enhancements.
• Led system deployments, upgrades, and integrations, ensuring stability, security, and high performance of CCM applications.

Simplified Proposal

• Increased Business Satisfaction (BSAT) scores on proposal usability from 49% to 64%.
• Improved proposal formatting efficiency, reducing processing time by 5 minutes per quote, leading to annual savings of $285,481 (4.14 FTEs).

Phoenix – Leave Management Optimization

• Reduced Average Handling Time for Leave Management processing by 30%, improving operational efficiency.

Client Letter Underwriting (UW) Optimization

• Achieved $85K in annual savings on maintenance costs.
• Saved $400K in licensing renewal costs by decommissioning the CLA Client Letter App (ID 1500).

Enterprise Paper Reduction – Cost Savings in Paper & Postage

• CLA Claims – Saved $150K annually.
• CLA Account Services – Saved $400K annually.

CCM Run – Application Stability Improvements

• Enhanced CCM application stability by reducing critical incidents by 95% from 2018 to 2021.

• Consulted with clients from major Insurance, Banking and Utility customers across North America to determine functional and technical requirements
• Formulated strategies for gathering, defining and prioritizing client technical and design requirements
• Translated needs into solution designs and coordinated implementation
• Develop proof of concepts in order to validate solution approach
• Planning overall program, monitoring progress and managing program’s budget
• Reviewed project goals and objectives on monthly basis with project manager and design team.

Achievements:

• More than 87% (7 out of 8) success rate for CCM project RFP’s
• Added ~$8M USD to CCM revenue in less than 24 months
• Presented TCS success stories at OpenText Enterprise world conferences in 2018 and 2019 .

• Worked with Insurance customers to develop integrated solutions and lead detailed architectural dialogues to facilitate delivery of comprehensive solution.
• Guided and influenced partners on recommended upgrades and enhancements to integrated solutions.
• Supervised deployments and provided troubleshooting and user support.
• Worked with clients post-implementation on user testing, debugging, support and maintenance.
• Created strong relationships with key decision makers as trusted consultant of CCM product line.
• Worked closely with product teams to define and prioritize partner feature requests
• Presented roadmap and technology infrastructure to customers, demonstrating deep familiarity with APIs, platform infrastructure, security and integration capabilities.

• Involved from Proof of concept (POC) phase in selecting new statement tool among CSF and HP Extreme
• Primary interface with client to manage expectations around technical requirement inputs, change requests, and deliverables.
• Delivering deliverables on budget, on schedule, and without defects.
• Review and approve project deliverables created by team members prior to submitting them to client.
• Involved in preparing High level design document.
• Involved and guided team in preparing Low level design documents, build document designs, test conditions and reviewed same.
• Created document designs for AMEX Consumer card member statements which includes Account Summary, Remittance coupon, Financial transactions, Open Savings, Member ship rewards in CSF v12.0