Murali Maddirala
Saint Johns,FL
Summary
Experienced Senior IT Professional and Technical Project Manager with a proven track record of successfully managing complex technical projects. Demonstrates expertise in leading cross-functional teams, managing budgets, and ensuring compliance with industry standards. Utilizes deep technical knowledge and strong problem-solving skills to consistently deliver projects on time and within budget, resulting in high customer satisfaction. Possesses extensive experience across diverse applications such as credit card systems, calling cards, statement processing, and manufacturing. Skilled in deploying AI/ML solutions to enhance operational efficiency and achieve organizational objectives throughout the entire project lifecycle, from concept to implementation.
Overview
31
31
years of professional experience
2
2
Certification
Work History
Technical Manager
CITIGROUP – CITIBANK
09.1999 - 06.2024
- Provided highly responsive technical leadership and developed a wide range of critical projects from inception through delivery and post-implementation support
- Coordinated with other departments effectively, integrating technical requirements into broader organizational goals seamlessly.
- Managed implementation of new technological improvements resulting in increased efficiency.
- Utilized SPI methodologies, including Functional Design, estimates, and testing
- Collaborated closely with end-users and team members to identify project requirements, develop schedules, and ensure a high level of customer satisfaction, while meeting deadlines
- Served as Instrumental Project Lead for version upgrades and System Health
- Spearheaded the initiative to perpetuate open lines between peers and management for Voice of the Employee program
- Oversaw the development of Fraud Agent Assist, a web-based intranet application, supporting 4400 Fraud service agents in resolving credit card, banking, and retail fraud
- Managed the Kana application, which identified customer intent through secure communication channels for 17 types of requests
- Implemented 4 AI/ML models in production by collaborating with various teams, including Fraud Operations, Core Operations, and Model Risk Management, to meet operational requirements
- The solution leveraged AI/ML algorithms for real-time fraud detection and prevention and servicing
- The efficiency for Fraud Agent assist was 99.2% and for Kana application it is 79.6%
- Addressed security upgrades to ensure system stability
- Led and successfully executed multi-million-dollar revenue projects involving cross-functional teams
- Notably, managed a multi-phased Credit Card Vendor Migration project, overseeing the transition of a single credit card production service to 3 vendors
- Collaborated closely with each vendor to maintain production integrity and traceability
- Developed a ground-up Mail Management System in response to USPS regulation changes, resulting in significant cost savings of $80MM annually—while handling 1B USPS postal mail pieces per year
- Offered hands-on leadership managing high-value projects from inception through post-implementation review
- Adhered to standard System Development Lifecycle Methodology to ensure projects delivered on time, within budget while meeting all client business requirements
- Followed standard reporting mechanisms, and worked successfully with vendors, consultants, and off-site team members
- Followed and communicated Software Process Improvement organization and procedures
- Acted as Tech Lead/Developer, overseeing and personally developing cost-effective solutions meeting client requirements
- Played integral role in analyzing and improving software and product development methodologies and processes leading to improved products and high level of client satisfaction
- Oversaw the development of major and minor projects for the Statement system and Embossing System, completing audit necessitated documents such as designs and test plans, developing Project Schedules, and authoring technical and user documentation materials
- Served as an ITIL Certified Professional, providing risk control support to Internal and External auditors
- Operated at the forefront to provide the required information regarding MMS processing
- Presented process and control documents
- Highlighted embedded automated and manual controls designed to mitigate the risks
- Provided oversight over MCS, monitored control and addressed KRI exceptions, using issue management process
- Managed MMS and Embossing team by focusing on proactive controls management, which resulted in no audit issues being reported in the last few years for MMS
- Gained hands-on experience in maintaining applications and technology catalog, addressing audits and EOVS and EOL issues.
Technical Project Manager
CITIGROUP – CITIBANK
07.2021 - 06.2024
- Streamlined project processes by implementing agile methodologies, resulting in increased efficiency and faster completion times.
- Supported and executed simultaneous delivery of various e-commerce and mobile projects.
- Served as a Technical Project Manager, managing FAA application and Kana application, leading 12 onshore and offshore resources
- Demonstrated strong leadership skills by effectively managing diverse teams and maintaining high levels of motivation, even during challenging periods of significant change or tight deadlines.
- Successfully delivered multiple high-profile projects on time, ensuring client satisfaction and fostering long-term relationships.
- Played an instrumental role in building 4 machine learning models to deliver maximum efficiency and system performance
- Automated 17 manual tasks like closing the account, adjusting the late fee, adjusting the APR, which reduced manual work effort for Core Ops
- Led the team to achieve all this using AI/ML technology to investigate and provide critical and concise information to agents to resolve the tasks or, based on business rules, to automate the resolution and notify customers about the requested task
- With these automations and AI/ML applications, the system brought down the Fraud Agent Handle Time investigation from 30 minutes to 3 minutes, reduced Core Ops from 72 hours to mere seconds
- Helped reduce operation overhead by 50%
- FAA application supported 4400 online Fraud Agents and handled 50K accounts in a day
- Kana application handled 10K requests per day with an annual savings of $7.2M in resources and $8M in Fraud loss prevention and increased revenue.
Technical Manager
CITIGROUP – CITIBANK
12.2019 - 07.2021
- Served as a Technical Manager, leading the team and building this system in such a way that the Card Issuance team could set a preference based on plastic type and dynamically change the vendor at a moment’s notice
- Coordinated with other departments effectively, integrating technical requirements into broader organizational goals seamlessly.
- Managed implementation of new technological improvements resulting in increased efficiency.
- Built trusted relationships with stakeholders through clear communication and collaborative problem-solving efforts.
- Developed suggestions for technical process improvements to optimize resources.
- Tracked the plastic production flow from initiation up until mailing and generated the reports for Card Issuance team to track and produce daily MIS reports for tracking and balancing.
Technical Manager
CITIGROUP – CITIBANK
01.2018 - 12.2019
- Managed and lead the Mail Management System and Embossing teams
- Coordinated with other departments effectively, integrating technical requirements into broader organizational goals seamlessly.
- Managed implementation of new technological improvements resulting in increased efficiency.
- Enhanced team productivity by implementing agile project management methodologies and streamlining workflows.
- Successfully managed multiple high-stakes projects concurrently while adhering to strict timelines and budget constraints.
- This application tracked the undelivered USPS mail and sent a request to the host team to create the document, which could be a monthly statement, Credit Card, or a Letter, based on the feedback from USPS
- This system also sent a request to Host system to flag the accounts, if there were multiple undeliverable to a particular address, so that the Citi Customer phones team could reach out to customer via phone or text
- Oversaw this complex compliance project, which involved 13 teams across multiple LOBs and Teams
- Worked as a Technical Manager and Principal Engineer, facilitating the team’s communications, development, and testing effort, allowing Citi to save $7MM every year
- Received Platinum Award for contribution.
Technical Manager
CITIGROUP – CITIBANK
07.2011 - 01.2018
- Served as a Technical Manager, leading a team of 25 people to develop the system from the ground up
- Worked with Pitney Bowes vendor, various internal host teams (Statements, Plastics, Letters and Pega), and various print vendors to achieve the goal of this project; this system added Intelligent Mail Barcode to customer mail pieces
- Maximized postal discount by setting up a merge process to merge mail from various systems to get max postal discount
- Built tracking and reporting system and integrated with all the host systems for both internal agents and customers
- This system supported all the lines of Business for Citigroup, like Citi Mortgage, Citi Financials, Citi Cards, Citi Retail Banking
- As a result of this application, the annual saves achieved were approximately $72M.
Team Leader
CITIGROUP – CITIBANK
09.1999 - 07.2011
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Embossing Job Assignment and Management System (JAAMS) build
- Various Statements, Letters and Calling Card projects
- Outsource Relationship Manager
- System Health Initiative Coordinator
- Release Manager
- Change Coordinator
Senior Lead Analyst
COMPUTER SCIENCES CORPORATION
09.1998 - 09.1999
Senior Programmer / Analyst
ANANTH TECHNOLOGIES LTD
07.1993 - 09.1998
Education
Bachelor of Science -
University of Madras
Chennai, IndiaPost Graduate Diploma in Computer Applications -
Government of A.P.
Hyderabad, AP, IndiaSkills
- Technical project planning
- Project Leadership
- Stakeholder Communication
- Risk Mitigation
- Machine Learning Integration
- Vendor Relationship, Project and Team Management
- Technical Troubleshooting
- Requirements Analysis
- Software Development
- Product Roadmapping
- Scrum Master and Agile project management
- Strategic Planning
Certification
- PMP - Project Management Professional
- Certified ITIL
- Six Sigma Yellow Belt
Timeline
Technical Project Manager
CITIGROUP – CITIBANK
07.2021 - 06.2024
Technical Manager
CITIGROUP – CITIBANK
12.2019 - 07.2021
Technical Manager
CITIGROUP – CITIBANK
01.2018 - 12.2019
Technical Manager
CITIGROUP – CITIBANK
07.2011 - 01.2018
Technical Manager
CITIGROUP – CITIBANK
09.1999 - 06.2024
Team Leader
CITIGROUP – CITIBANK
09.1999 - 07.2011
Senior Lead Analyst
COMPUTER SCIENCES CORPORATION
09.1998 - 09.1999
Senior Programmer / Analyst
ANANTH TECHNOLOGIES LTD
07.1993 - 09.1998
Bachelor of Science -
University of Madras
Post Graduate Diploma in Computer Applications -
Government of A.P.
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