Operations Business Analyst - English – On Site – Johannesburg SA

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

Job summary

A leading business services company is seeking an Operations – Business Analyst in Johannesburg. This role involves managing customer interactions, providing solutions, and ensuring satisfaction. Ideal candidates should have strong communication skills, attention to detail, and a foundational knowledge of the banking industry. This opportunity offers the chance to drive change and innovate within a dynamic environment.

Benefits

Hands-on experience

Mentorship opportunities

Continuous learning opportunities

Qualifications

• Demonstrated ability to work independently.
• Adaptability to learn new processes and concepts.
• Strong attention to detail and risk identification.

Responsibilities

• Manage large amounts of incoming phone calls.
• Identify and assess customers’ needs.
• Build sustainable customer relationships.

Skills

Research and decision-making

Adaptability

Strong verbal communication

Interpersonal skills

Attention to detail

Basic banking knowledge

Time management

Confidentiality

Education

High School Graduate or Equivalent

Bachelor's degree

Certified Fraud Examiner certification

Job description

Overview

Ready to shape the future of work? 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.

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

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
• 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 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
• 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.

Equal Opportunity

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.

Safety and Scams Notice

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.

Privacy and Recruitment

Please note that proof of education (including educational certificates) may be requested during the recruitment process. Genpact does not impose any CV format nor require a photograph to be enclosed with your CV as part of the application process. See our Privacy Notice for Employment Candidates: http://www.genpact.com/about-us/privacy-notice-for-employment-candidates