Business Analyst

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. 

We are inviting applications for the role of Business analyst- AML/KYC Customer support

We are seeking customer-focused professionals to support a large-scale KYC uplift program, with responsibilities centered around identity verification for individual retail and commercial customers. In this role, you will play a critical part in validating customer identities and reviewing associated documentation in line with policy and procedural requirements of Genpact's client.

Customer interactions may occur through multiple channels which include voice and email with the role requiring high-quality, compliant, and empathetic service experience at every touchpoint.

Responsibilities:

In this role, you will be responsible for all the activities related to AML/KYC which include:

· 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 Team Leaders.

· 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.

Qualifications we seek in youMinimum Qualifications

· Graduate or bachelor's degree

· Excellent command of written and spoken English

Preferred qualifications

· 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

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.

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.

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