Genpact is hiring for the position of Business Analyst in Gurugram, India. Candidates with a Bachelor’s Degree are eligible to apply for this position. The complete information, eligibility criteria and requirements are provided below.
Job Description:
| Company Name | Genpact |
| Position | Business Analyst |
| Qualifications | Bachelor’s Degree |
| Experience | Freshers/ Experienced |
| Location | Gurugram, India |
Key Responsibilities:
- Engage with customers via phone to guide them through Know Your Customer (KYC) requirements, clearly explaining the necessary information and documentation needed to complete the process.
- Manage customer cases by validating submitted documentation, performing identity verification checks using prescribed systems, and ensuring full compliance with established policies and procedures.
- Follow up proactively and empathetically with customers when documentation is incomplete or incorrect, including cases received via email, to ensure accuracy and timely resolution.
- Collaborate with internal teams to resolve exceptions and ensure cases progress efficiently through the workflow.
- Prioritize workload effectively based on task assignments and direction provided by Team Leaders.
- Maintain accountability for meeting defined key performance indicators (KPIs), balancing regulatory compliance, turnaround time, and a positive, customer-centric experience.
- Communicate clearly, confidently, and professionally across both verbal and written channels.
- Handle daily customer interactions through voice and email, particularly related to identity verification (ID&V) and KYC processes for retail and commercial clients.
- Manage objections and challenging customer conversations professionally while maintaining a positive service experience.
- Review and analyze customer identification documents to verify compliance with regulatory, policy, and risk requirements.
- Take a proactive and solution-oriented approach to resolving documentation gaps, balancing accuracy, customer outcomes, and risk considerations.
- Identify and appropriately escalate exceptions in line with service level agreements (SLAs) and policy standards, collaborating with internal stakeholders as needed.
- Demonstrate strong attention to detail combined with empathy to ensure service excellence while adhering to compliance obligations.
- Utilize multiple systems and tools effectively to manage workflows, identify efficiencies, and contribute to continuous process improvements.
- Commit to ongoing learning to enhance understanding of regulatory requirements and the evolving compliance landscape.
Eligibility Criteria:
- Graduate or Bachelor’s degree in any discipline.
- Excellent proficiency in written and spoken English, with strong communication skills.
Preferred Skills:
- Prior experience in customer service or contact center roles.
- Basic understanding of Know Your Customer (KYC) and Identity Verification (IDV) requirements for individual customers.
- Experience with Australian KYC and IDV processes is highly preferred.
About Company:
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
How To Apply?
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