Available Jobs at Genpact

Responsibilities

• The candidate will be responsible for managing all call assigned by the client within their working shift complying with the expected quality parameters, customer service levels as well to comply with the regular trainings and updates the client requires to operate seamlessly. The work scope includes, but is not limited to:
• Fraud Detection
• Servicing  customers by answering product and service questions and advising about other products and services
• Resolving product and service problems
• Reviewing and making changes on customers’ account when needed
• Handling complaints
• Handling inbound and outbound calls (Spanish & English)
• Adhering to compliance policy
• Customer Service Oriented

Qualifications we seek in you!
Minimum Qualifications

• High school diploma
• 85% English proficiency
• Basic knowledge on Word, Excel
• Basic knowledge on internet navigation
• Flexibility – Schedules
• B1 English Level Minimum

Preferred Qualifications/ Skills

• Background  on Customer service (desired but not mandatory)
• Fraud detection experience (desirable but not a must)
• Relevant experience .

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Responsibilities

• Manage and support a team of Universal Coaches and/or drive training controls and projects with the agents population
• Manage the onboarding process of new employee’s to comply with the client internal processes
• Support in the creation of ID’s and credentials for both Genpact and the client
• Responsible for delivering and facilitating training through a variety of delivery methods across new hire and tenured participants
• Managing the day-to-day activities of the team
• Provide analysis in evaluated calls and identify gaps that impact KPIs
• Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance
• Development and implementation of training strategies that will impact site CQ metrics, decrease defects and regulatory violations and other key performance metrics
• Enforce Genpact’s guidelines and policy across the operations team
• Keep up to date with the best practices to ensure a continuous improvement environment and added value to Genpact and its Client(s)
• Create training documentations/learning documents
• Conduct PKT (Process Knowledge tests) as per agreed schedule
• Drive consistency and best Practice Sharing of Standard Training Practices across all domains, verticals and LOBs
• Maintain an up-to-date knowledge of all systems, products and services to up-skill the team continuously
• Identify and analyze knowledge/skill gaps and performance improvement opportunities and assess relevant training needs for in consultation with Ops Leaders, including assessment methods and measurement systems entailed
• Support in documenting the process for all compliance parameters and audit requirements
• Create and Update Monitor and report Performance dashboards, metrics etc.
• Develop self and maintain knowledge in relevant field at all times
• Perform training needs analysis
• Facilitate new hire training, coaches and conducts performance evaluation of trainees
• Cooperate with hiring to improve quality of hires
• Provide weekly training updates
• Perform production activities to stay up to date with product/ process changes and make necessary updates to training material
• Work closely with client and internal teams to develop new or update existing training content periodically
• Training other team members regarding the daily tasks whenever necessary and requested by the manager.
• Updating the working procedures periodically

Qualifications we seek in you!
Minimum Qualifications

• Very good understanding of Customer Service integral components
• High School Graduate
• Self-motivated with ability to work both independently and as part of a team;
• Ability to handle client on one-on-one basis, via e-mails and calls;
• English Proficient – both written and spoken
• Excellent written and oral communication skills and detail-oriented;
• Ability to learn, adapt, upskill and work independently;
• Ability to work under tight deadlines across multiple projects in parallel and different time zones. Good prioritization skills;
• Working experience in PowerPoint, Word and Excel
• Numerical Skills for Analysis and Reporting
• Should be flexible in shift timings
• Strong organizational skills to give the team direction.

Preferred Qualifications/ Skills

• Multinational/ BPO background is preferred
• Lean Six Sigma Trained and Tested
• KYC experience
• Excellent organizational skills Relevant experience in either managing a training/quality team or experience as senior Quality agent or trainer
• Previous experience of leading a team and working alongside multiple business partners and domains, Experience in leading and implementing innovative projects

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Responsibilities

• Hands-on role in ensuring smooth and compliant running of the Accounts assigned.
• Active collaboration with multiple COEs, such as payroll, C&B, Mobility, HR Admin and an having active role in various employee life cycle processes.
• Drive governance on critical human resource metrics such as retention, engagement & cost for a fast-paced business.
• Engage & work with key internal and external partners in a matrixed relationship for C&B, Staffing, HRSS and the business.
• Operate independently & ensure employee satisfaction & development of the team Train, mentor and leading HR initiatives and best Practices.
• Directly interact with the internal stakeholders.
• Lead the way in implementing change initiatives related to culture, performance, recognition, and policies.
• Promote alignment and collaboration across the organization, driving synergy and perspective, demonstrate common process and consistent messaging.
• Coach individual managers on growing management capabilities.
• Understand the business and its challenges to help address the organization and peoples' ask.
• Assist with the change process as the company meets the challenges of hyper-growth and the need to scale.
• Partner with centres of excellence to tackle business problems and to execute on corporate-wide talent initiatives.
• Deliver short-term solutions while also solving for long-term problems by addressing immediate challenges and underlying causes.
• Use data to measure success: learn, iterate, and improve; analyse trends and develop proactive actions to further support business objectives.
• Consult legal counsel to ensure that policies, actions comply to Statutory regulations by government / non-government bodies. Manage, Own and Maintain all communication and records required for Statutory compliances.
• Own/drive HR policies and directives and ensure smooth implementation across the organisation.
• Manage all disciplinary matter matters and represent company at CCMA up to Arbitration.
• Manage section 197 transfer processes.
• Manage organisational restructuring in line with business operational requirements.
• Onboarding and inductions of employees.

Qualifications we seek in you!
Minimum Qualifications / Skills

• Bachelor’s degree or equivalent experience
• Member of South African Board of People Practices as advantage.
• Demonstrated competence in the various HR functional areas, especially employee relations employee engagement and change management.
• Proven expertise in employee relations and extensive knowledge of the South African Labour Relations Act and Basic Conditions of Employment Act.
• Project management.
• MS Office (Advanced).

Preferred Qualifications/ Skills

• Comfortable and thrive in an ambiguous, high growth, fast paced environment.
• Outstanding interpersonal and communication skills.
• Demonstrated credibility and integrity in communications to ensure information flows both upward and downward.

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Responsibilities

• During the programme you will participate in a structured programme and be placed in Operations
• You will coach and mentored by your Line Managers who will support you throughout the programme
• You will assist with adding value by either generating or selling depending on the departments you will be placed in.
• Participate in the scheduled classroom portfolio of evidence sessions with the training provider
• Present programme feedback monthly with Line Manager and Programme Coordinator

Qualifications we seek in you!
Minimum Qualifications / Skills

• Permanent Resident of South Africa
• N6 in HR/Personnel Management, Finance/Accounting or IT
• Age 18-29
• Must be fluent in English
• Learners to be placed in the below qualification
• NQF 4 Business Admin

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Responsibilities 

• Lead and manage the accounts receivable team, providing guidance, coaching, and performance feedback. 
• Develop and implement strategies to optimize the accounts receivable process and improve collection efficiencies. 
• Monitor and analyze accounts receivable metrics and KPIs to identify trends, issues, and areas for improvement. 
• Establish and maintain effective communication channels with the client’s customers to resolve billing and payment issues promptly. 
• Collaborate with cross-functional teams, both within Genpact and the client, including finance, sales, and operations, to streamline processes and enhance customer satisfaction. 
• Ensure compliance with policies, procedures, and regulatory requirements related to accounts receivable. 
• Prepare regular reports and presentations for senior management, providing insights into the accounts receivable performance and trends. 
• Maintain regular communication with clients regarding operational performance, promptly addressing any process-related issues or risks. 
• Serve as the primary point of contact for critical client issues, taking necessary actions for resolution and keeping clients informed of progress. 
• Ensure timely completion of agreed-upon actions and maintain accuracy in follow-up. 
• Cultivate strong communication and collaborative relationships with key client partners, actively seeking feedback and taking ownership of processes. 
• Propose and negotiate transformation initiatives, including efficiency clauses, based on internal and external dependencies. 
• Conduct team huddles to align on customer priorities and foster awareness within the team. 
• Stay updated on industry best practices, trends, and technologies related to accounts receivable management. 

Qualifications we seek in you! 

Minimum Qualifications / Skills 

• Bachelor's degree in accounting, finance, or a related field; MBA or CPA preferred. 
• Proven experience in a senior leadership role overseeing accounts receivable operations, preferably in a large-scale organization. 
• Strong understanding of accounts receivable principles, practices, and methodologies. 
• Excellent leadership, communication, and interpersonal skills. 
• Demonstrated ability to drive process improvements and implement best practices. 
• Proficiency in ERP systems and accounting software (e.g., SAP, Oracle). 
• Analytical mindset with the ability to interpret data and make data-driven decisions. 
• Ability to thrive in a fast-paced and dynamic environment, managing multiple priorities effectively. 

Preferred Qualifications/ Skills 

• Chartered Accountant CA(SA) 
• Professional Accountant (SA)