Ready to shape the future of work
At Genpact we dont just adapt to changewe drive it. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were 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 thats shaping the future this is your moment.

Inviting applications for the role of Operations Business Analyst - English On Site Johannesburg

This 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 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 customers

Qualifications 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 standards

Mandate Qualifications/ Skills

Problem Solving - High School Graduate or Equivalent bachelors degree plus

Relevant 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 change

Why 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 140000 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
Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets 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.

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