Business Analyst Job in Gurgaon at Genpact

Genpact is hiring for the role of Business Analyst!

Responsibilities of the Candidate:

• Customer Calls: You’ll engage with customers over the phone to guide them through the KYC requirements and provide clarity on the information and documents they need to complete the process
• Case Management: While interacting with the customer you’ll validate submitted documentation, perform ID checks using prescribed systems, and ensure each case complies with defined policy and procedural standards
• If documentation is incomplete or incorrect – if received via email – you’ll follow up with empathy and precision to help the customer and maintain data accuracy
• Collaborate & Prioritize: You’ll collaborate with teams to resolve exceptions and ensure cases move swiftly through the workflow
• You’ll prioritize your workload based on task assignment and prioritization set by your TeamLeaders
• KPI & Quality Focus: You’ll be accountable for meeting defined performance indicators balancing compliance, turnaround times, and a positive, customer-centric experience
• Effective Communication: You convey information clearly, confidently, and professionally across both written and verbal channels
• Customer Service Experience: You have experience managing daily customer interactions via voice and email, particularly in identity verification (ID&V) and KYC processes for retail and commercial clients
• You're skilled at handling objections and navigating challenging conversations, while consistently delivering a positive customer experience
• Analytical Skills: You are confident in reviewing customer identification documents and verifying them in line with policy, regulatory, and compliance requirements
• Problem Solving: You take a proactive approach to resolving documentation gaps or issues, balancing accuracy with a strong focus on customer outcomes and risk
• Compliance Orientation: You understand when and how to escalate exceptions, working collaboratively with internal teams to meet SLAs and policy standards
• Attention to Detail & Empathy: You apply a keen eye for detail and a customer-first mindset, ensuring service excellence while adhering to compliance requirements
• Tech Fluency & Process Awareness: You’re comfortable using multiple systems and tools to manage workflows, identify efficiencies, and contribute to process improvements
• You’re also committed to continuous learning and growing your understanding of the regulatory landscape

Requirements:

• Graduate or bachelor’s degree
• Excellent command of written and spoken English
• Prior experience in Customer Service or Contact Centre roles
• Basic knowledge of KYC (Know Your Customer) and IDV (Identity Verification) requirements for Individual Customers
• Experience with Australian KYC & IDV processes is preferred