Operations - Business Analyst - English - On Site Johannesburg

Genpact; South Africa; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading technology services company is seeking a Business Analyst to manage customer interactions in Johannesburg. The ideal candidate should have strong communication skills, be adaptable, and capable of working independently. Responsibilities include managing phone calls, providing solutions, and maintaining accurate records. Join a dynamic team dedicated to AI and digital innovation.

Benefits

Hands-on experience

Mentorship opportunities

Work in a values-driven culture

Qualifications

• Demonstrated ability to conduct research and make independent decisions.
• Strong written and verbal communication in English required.
• Knowledge of Banking Industry regulations preferred.

Responsibilities

• Manage incoming phone calls and assess customer needs.
• Build sustainable relationships and provide effective solutions.
• Maintain accurate records of customer interactions.

Skills

Research skills

Adaptability

Strong communication skills

Interpersonal skills

Attention to detail

Basic banking knowledge

Time management

Confidentiality

Education

High School Graduate

Bachelor's Degree

Job description

Overview

Ready to shape the future of work? At Genpact, we drive change through AI and digital innovation. Genpact’s AI Gigafactory is an industry-first accelerator that scales 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 and want to be part of a team 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. We implement data, technology, and AI to create tomorrow, today. Learn more at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Role

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

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, 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 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 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 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. Let\'s build tomorrow together.

Equity, Inclusion & Privacy

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.

Please 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. Be aware of scams that ask for payment or equipment.

Please be informed that proof of education may be requested during the recruitment process. Genpact does not impose any CV format nor require a photograph to be enclosed with the CV as part of the application process.

Privacy notice for employment candidates: http://www.genpact.com/about-us/privacy-notice-for-employment-candidates