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Genpact – A Goldmine of Opportunities
NASSCOM Seminar on "Opportunities for Defence Personnel
in IT Services/ IT Enabled Services - BPO Industry"
Hyderabad
A Raja Suresh Kumar
December 27, 2005
Delhi
GENPACT - Global Business & Technology Services Provider
GENPACT - Global Business & Technology Services Provider Jaipur Kolkata
Hyderabad
Bangalore
Hungary
China
Mexico
India
China – Japan Korea
Hungary Employees 1250
Mexico Employees 700 120 Processes
Employees 3000 55 Processes Languages:Japanese
150 Processes Languages:German French Chinese Korean
Languages:English Spanish ItalianDutchSwedishEnglish
India – US UK
Australia
Employees 13000
800 Processes
Languages:English
• Over 19 languages serviced, 19000 people, 4 countries
• Full breadth of services…from Customer care to Finance & Accounting to
IT & Software, and Analytics
• Pioneered BPS services in each of these countries…Extensive local
experience
2
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Tremendous Track Record
Broad Portfolio of Global Products
$ 500+ MM
Record of Profitable Growth…Revenues up 20X
Pioneered the Industry $ 420 MM
$ 202 MM
$ 26 MM
1999 2001 2004 2005
Employees 2K 10K 17K 21K
3
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Wide Spectrum of Value Added Services
Value Addition
Low Medium High
Software/ ERP
Analytics
2002
E Learning
2001 Finance
Insurance
GENPACT Growth Strategy
GENPACT Growth Strategy
IT Services •• Increasing Business Impact for
Increasing Business Impact for
Customers
Customers
2000
•• High Value = High Savings
High Value = High Savings
•• Create Larger Shareholder Value
Create Larger Shareholder Value
Accounting
Call Centres •• Natural Career Path for Employees
Natural Career Path for Employees
1999 Transaction
Processing
…Strategy Aligned to People Aspirations 4
Confidential. All trademarks appearing herein belong to their respective owners.
Depth of Talent …
12500 Graduates
2000 IT Resources
465 CA / CPA
1225 MBAs
We Nurture…
We Nurture…
81 PhDs & Doctors People Leaders
People Leaders
Actuarial trained Domain Experts
Domain Experts
55
Innovative Mindset
Innovative Mindset
200 Black Belts Customer Centricity
Customer Centricity
Green Belts Great Execution Skills
Great Execution Skills
2500
150 Lean Coaches
20 Languages
27 Nationalities
100 GE Programs
…Talent is Our Biggest Competitive Advantage
5
Confidential. All trademarks appearing herein belong to their respective owners.
Employer of Choice
Engagement : Tools & Practices
n Cheers-GENPACT R&R Prg.
n 1500 Elfun members
Listen…
Implement… n Web Chats
n Town halls
Work-Life Flexibility
n Pulses/Skips
n Work from Home
n Part Timers/ Fixed Shifts
Employee Services
n Transport - 76250 Miles / Mth
n 7000 Meals / Day in Gurgaon
n 65000 Concierge Transactions / Ann.
n GENPACT University Measure…
n Voice of the Employee
Development
n 2000 Global Deployment nGEOS Score
n 500 New Mgrs./Annum n VOE Tracker Launched
n 7800 through leadership/ professional skills training
n #1 on Emp. Sat. - Data Quest 2005
6
Confidential. All trademarks appearing herein belong to their respective owners.
Genpact is an Employer of Choice:
Genpact Ranked 3rd in the “Best Genpact Ranked 1st in DQ-
Companies to Work For in India” IDC India Employee
Study (2005) Satisfaction Survey, (2005)
THE TOP 10 “Renewed branding, rich THE TOP 5
“An analysis of Genpact Infosys 80.76
Employee Responses shows Sasken 78.50
heritage (from Gecis) and Genpact 88
that its people believe that the work environment help this iSeva 87
Genpact 78.21 now third party BPO to the Ajuba 87
organization supports diversity HCL Comnet 77.95
and open communication and NTPC 77.71
top, despite its lagging on the IBM DakshBPO 82
HCL Tech 81
that the management not just HSBC 77.63 compensation front”
adheres to HR policies but Sapient 77.28
lives and drives the values.” Covansys 77.04 “Genpact is also far ahead of all other participants
HDFC Bank 75.80 when it comes to women sensitive issues”
MindTree 75.18
Customer Operations Performance Center –
Global Benchmarking Organization
“Genpact has World Class People
Practices…Attrition is half of Industry Average &
below Benchmark”
7
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Bringing Education to Work
GENPACT UNIVERSITY
Creating Learning Opportunities for Enhancing Skills &
Competencies
To Retain Talent and Reinforce GENPACT as the Employer of
Choice
Highlights
Ø State of the Art Courseware – Mgmt. / IT/ Insurance/Finance
Ø Reputed Institutes (Top 25)
Ø Classes in GENPACT Premises
Ø Fee Re-imbursement Scheme tied to Tenure
Ø Attrition is 1/3rd compared to rest of GENPACT
Courses Launched
Ø MBA – Institutes (IIM’s, XLRI, NMIMS & SP Jain)
Ø Oracle Application and Financials
Ø Insurance
Ø PMP – University of Pennsylvania
Ø CPA
Enrollments – 1700 since ‘03
8
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Career Growth
Senior Vice President
SENIOR
SENIOR Vice President
LEVEL
LEVEL
Assistant Vice President
Manager
MIDDLE
MIDDLE Assistant Manager Career Development Process Encourages ….
LEVEL
LEVEL • Young People - BIG Jobs
Management Trainee • Performance Driven Growth
• Additionally, we offer opportunities to move within
ENTRY Process Developer Genpact ( Example Insurance to Training or Quality)
ENTRY
LEVEL
LEVEL • Cross Business Movements from Genpact to other
Process Associate GE businesses (Example Genpact to GE Medical
Systems)
Creating Industry Leaders
9
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Career Growth:
SENIOR Initiative Ldr
SENIOR Service
LEVEL
LEVEL Quality Global Biz Dev
Leader Delivery Leader
Leader Transitions
MIDDLE Master Black Operations Project Mgr &
MIDDLE
LEVEL
LEVEL Belt Leader Transition
ENTRY Black Belt Operations Transition
ENTRY
LEVEL
LEVEL
QUALITY
QUALITY OPERATIONS
OPERATIONS TRANSITION
TRANSITION BIZ DEVEL
BIZ DEVEL
10
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Career Growth – IT Operations:
VP
Build Operating Leaders
Build Knowledge Leaders
Managing Program
Aligned to provide
Execution Track
Functional Track
Principal Manager
Technical Track
Senior Role based Model
Sr. Project
Principal and Greater Career
Manager
Consultant
Choices
Principal Project
Consultant Manager
Functional / Technical Consultant
Associate Consultant/ Trainee
SME Track
SME Track Execution Track
Execution Track
ì Building Subject Matter Expertise ì Practical Experience in
ì Business rotations & on-the-job Managing Teams
experience ì Build Leadership Competencies
11
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Reward & Recognition: CHEERS Program
About the CHEERS Rewards Program
• Launched in January 2004
• Digitized, managed through the R&R application
• Application allows the user to reward points to employees
• The rewardee uses the application to redeem his/ her
points against products and services listed on the site.
12
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An Opportunity……
To Work with World Class Talent To Avail of World Class Training & Devt.
Extremely Selective Hiring One of the Largest Pools of Six Sigma
Black Belts Globally
We Hire Only 3% of the 150,000 „500+ Six Sigma/Lean Black Belts, 2,500+
Candidates We Screen Annually Green Belts
„170+ Trainers
Highly Qualified Workforce Compelling Career Development
„1,500+ MBAs Our „Documented learning & career path for all
employees processes
„2,000+ IT professionals
speak 19 „Ongoing opportunities with Genpact
„500+ CAs/CPAs University manager development
languages
„80+ PhDs or MDs and represent programs
„75+ actuaries. 27 „Rewards Program
„13,400+ college graduates nationalities „Buddy Program
To Take Advantage of Strong HR DNA
Performance People Development Training Programs…All levels
Assessments nLeadership training Leadership Value Development
Organization talent nMentoring (in-house & 3rd Party)
review process nGlobal organization
moves
13
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Our Requirements:
Operations
Quality: Black Belt
Transitions
Human Resources
IT Operations
14
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Operations Quality (Six Sigma)
„ Re-engineering Business Processes „ Process Consultant
„ Enhancing Productivity Levels „ Lead Process Improvement Teams
„ People Management „ Drive Quality Projects Across the Organisation
„ Interfacing with International Customers
„ Contribution to Quality Net Income
„ Accountability for Contribution to Net Income
„ Certification in Six-Sigma Methodologies
SKILLS DEVELOPED SKILLS DEVELOPED
ì Core Leadership Skills
ì Influencing Skills … Across Levels
ì Cross - Functional Exposure
ì Analytical and Data Modeling Skills
ì Delivering on Revenue/ Savings Driven Targets
ì Driving Continuous Process Excellence ì Project Management Skills
15
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Transition Human Resources
„ Migrating Processes from Customer Sites to India
„ Project Planning and Execution with Six Sigma „ Employee Relations & Retention
„ Risk Management of Migrated Processes Management
„ Business Development / Feasibility Analysis „ Reward & Recognition and Communication
„ Driving the Employer of Choice initiatives
across the team
„ Performance Management – Assessment
Centers
„ Supporting Hiring, C&B planning,
SKILLS DEVELOPED Corporate HR initiatives
„ Ensuring efficiency and effectiveness of
ì Project Management Skills Talent Management initiatives
ì Interfacing with International Work Cultures „ Special Projects
ì In-depth Business and Process Learning
ì Winning Customer Confidence
16
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Thank You
17
Confidential. All trademarks appearing herein belong to their respective owners.
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