Operations – Business Analyst - English – On Site Johannesburg
- Johannesburg, Gauteng
- Permanent
- Full-time
At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.Inviting applications for the role of Operations - Business Analyst - English - On Site JohannesburgThis position involves managing inbound calls from our premium North American customer base. You will be responsible for delivering top-tier customer service, aiming for first-call resolution and exceeding customer expectations. Success in this role requires strong logical reasoning, effective problem-solving techniques, and the ability to establish a positive connection with customers through engaging conversations. In addition to direct customer interaction, you will also contribute to departmental initiatives by participating in projects and generating reports as required.Responsibilities· Manage large amounts of incoming phone calls· Identify and assess customers’ needs to achieve satisfaction· Build sustainable relationships and trust with customer accounts through open and interactive communication· Provide accurate, valid and complete information by using the right methods/tools· Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution· Keep records of customer interactions, process customer accounts and file documents· Follow communication procedures, guidelines and policies· Take the extra mile to engage customersQualifications we seek in you!Minimum Qualifications / Skills· Demonstrated ability to conduct research, work independently and make decisions with little or no guidance within the ambit of workflow/procedure· Adaptability to learn new processes, concepts and skills and an eye for detail· Strong communication both written and verbal, English skills· Strong interpersonal skills, with the ability to communicate transactional issues correctly and clearly to both internal and external customers· Keen attention to detail & risk identification· Basic knowledge of Banking Industry & Regulatory Environment, including but not limited to Regulations CC, D, E & Z and Red Flags Rule, FCRA, etc.· Ability to articulate research findings and detail them out as per need· Ability to effectively manage time, and individually prioritize multiple tasks of competing priority· Ability to maintain high levels of confidentiality and data security standardsMandate Qualifications/ Skills· Problem Solving - High School Graduate or Equivalent, Bachelor's Degree plus· year similar work experience at a financial institution· Certified Fraud Examiner certification a plus· Demonstrates sound decision making· Ability to work in a dynamic, fast paced environment· Strong attention to detail· Ability to work independently and in a group setting· Adaptable to changeWhy join Genpact?
- Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
- Make an impact – Drive change for global enterprises and solve business challenges that matter
- Accelerate your career — Get hands-on experience, mentorship, and continuous learning opportunities
- Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
- Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Let’s build tomorrow together.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 respect and integrity, customer focus, and innovation.Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.Please be informed the proof of education (including educational certificates) may be requested during the recruitment process. Please note that Genpact does not impose any CV format nor do we require you to enclose a photograph to your CV as part of the application process.Kindly please see our Privacy Notice for Employment Candidates: