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Soumya Tripathi

@soumyatripathi

Delivery Operations Senior Analyst at Accenture, leading LOA service delivery and transitioning operations from legacy platforms to Workday.

India

Message

At Accenture, I direct end-to-end service delivery for LOA operations and support clients and employees across multiple industries. I manage a cross-functional team of 50 and lead work to improve efficiency, case resolution time, and compliance.

I led the transition from legacy platforms to Workday, including parallel testing to ensure data integrity. I also work directly with US clients on leave-of-absence escalations and monitor KPIs, dashboards, and operational reports.

Previously, at Wipro, I implemented coaching and mentoring that increased productivity by 7.5%, and helped improve the customer experience score from 85% to 96%. At Genpact, I contributed to benefits operations, process audits, and procedures that reduced errors by 25%.

Experience

Work history, roles, and key accomplishments

Current

Delivery Operations Senior Analyst

Current

Accenture

Sep 2024 - Present (2 years 1 month)

Directed end-to-end service delivery for LOA operations, supporting clients and employees across multiple industries. Managed a cross-functional team of 50 employees, ensuring high performance and compliance with SLA metrics.

Workday ServiceNow Salesforce Google Sheets Jira Microsoft Office SLA Management KPI Monitoring Process Optimization Team Management Customer Relationship Management Compliance Audit Readiness Budget Management Resource Allocation

Assistant Manager

Wipro

Apr 2020 - Sep 2024 (4 years 5 months)

Implemented coaching and mentoring of employee performance, leading to a 7.5% increase in productivity. Analyzed customer feedback to identify areas for improvement and implemented strategies to increase experience score from 85% to 96%.

Coaching Mentorship Performance Management Quality monitoring SOP Design Root Cause Analysis Fishbone Diagrams Customer Feedback Analysis process excellence Action Planning Training UI Changes

Process Developer

Genpact

Sep 2018 - Apr 2020 (1 year 7 months)

Drove standardized, effective resolutions for EMEA and US Benefits-HRO, achieving 99.67% user experience, and presented findings to senior managers using quantitative analysis and creative visuals. Built effective relationships with clients, internal teams, and key business leaders.

Benefits Administration HR Operations Workday Excel Google Sheets PowerPoint Quantitative Analysis Customer Relationship Management Risk Management Compliance Process Flow Diagrams Cause And Effect Diagram

Process Associate

Genpact

Jun 2016 - Sep 2018 (2 years 3 months)

Conducted process audits to ensure compliance with standards and regulations. Developed a set of procedures and guidelines for the process, resulting in a 25% reduction in errors and improved compliance.

Process Auditing Compliance Procedure Development Error Reduction Database Management Reporting Performance Metrics