Today Genpact is much more than just finance and accounting (F&A) BPO service provider. It has grown from providing support back office services to General Electric to being a diversified and much broader BPO service provider. Currently only one third of its revenues come from and accounting outsourcing (FAO) it has forayed into IT services (16% of revenues), procurement outsourcing, voice based customer services and knowledge process outsourcing (KPO)/analytics offerings (10% of revenues). Today Genpact works for clients from various industry verticals like BFSI (mortgage, commercial and consumer banking, investment and wealth management, insurance), automotive, healthcare and pharmaceutical.
Genpact has recognized various important aspects like standardized offering through alliances, organic growth by focusing on emerging markets like India & China and Inorganic growth (In talks to acquire Intelenet Global Services). Genpact’s India arm employs around 2000 professionals servicing around 10 – 12 customers (Domestic clients). As a part of its strategy to provide cost competitive services Genpact has hired 90-95% of fresh graduates to provide services to its Indian clients and rest 5% are hired from competitors, internal teams and top executives. India domestic business arm is expanding with addition of another 1500 employees by year end to tap domestic market opportunity.
Genpact also realized the importance of alliances with ERP software providers to standardize its service offerings across clients for optimizing process effectiveness and efficiency. Genpact has partnered with leading insurance asset provider MajescoMastek and ERP vendor NetSuite deliver more replicable processes to its expanding client base.
Genpact has over 40,365 employees across the globe providing BPO, IT and KPO services. About 73% i.e., 29466 employees are located in delivery centers in India. It’s NCR (Delhi and Gurgaon) delivery center alone employs around 18,000 professionals for providing BPO and KPO services.
