Genpact Limited (Genpact) is a global advanced technology services and solutions company.
Powered by the company’s mix of deep industry expertise, operational excellence, and advanced technology, it helps companies reimagine finance and risk, supply chain and other core industry operations. The company serves clients from more than 35 countries.
The company’s revenues are derived primarily from Fortune Global 500 and Fortune 1000 companies.
Approach
The company collaborates with clients to d...
Genpact Limited (Genpact) is a global advanced technology services and solutions company.
Powered by the company’s mix of deep industry expertise, operational excellence, and advanced technology, it helps companies reimagine finance and risk, supply chain and other core industry operations. The company serves clients from more than 35 countries.
The company’s revenues are derived primarily from Fortune Global 500 and Fortune 1000 companies.
Approach
The company collaborates with clients to develop and implement advanced technology solutions that can drive business outcomes. The company applies user and customer experience principles to its domain expertise and innovative technology to create solutions designed to quickly meet client objectives.
Many of the company’s client solutions are based on Genpact Cora, its AI-based platform, which integrates the company’s proprietary automation, analytics and AI technologies with those of its strategic partners into a unified offering. It draws insights from the company’s deep domain and operations expertise in its target industries and service lines to create analytics-based solutions that are focused on improving customer and user experience to accelerate clients’ digital transformations.
Many of the company’s client solutions also include its Digital Smart Enterprise Processes (‘Digital SEPs’), which define and benchmark the critical factors that improve business performance to help drive client outcomes. The company’s Digital SEPs combine Lean Six Sigma methodologies with domain-specific advanced technologies, including agentic AI solutions, drawing on its industry knowledge, expertise in AI, and deep understanding of how businesses run.
The company enables domain-led digital transformation for its clients through its Digital Operations Services and Data-Tech-AI Services.
Digital Operations Services
The company’s Digital Operations services embed advanced technology solutions, including agentic solutions, analytics, AI and cloud-based offerings into its traditional managed service solutions where the company transforms and runs its clients’ operations with an aim to achieve higher levels of end-to-end performance. These services allow enterprises to be more flexible and focus on high-value work to better compete in their industries. The company’s Digital Operations solutions also include certain IT support services for legacy applications, including end-user computing support and infrastructure production support.
The ability to organize complex data sets and use analytics to derive actionable insights is increasingly critical to drive business outcomes for the company’s clients. The company’s Enterprise360 intelligence platform enables its clients to harness the power of data and insights derived from running the company’s clients' operations leveraging proprietary metrics and benchmarks from its Digital SEPs. This platform also uses AI for prescriptive actions to pinpoint transformation opportunities that can unlock operational excellence and growth.
Data-Tech-AI Services
The company’s Data-Tech-AI services focus on designing and building solutions that harness the power of advanced technologies, data and advanced analytics, AI, and cloud-based software-as-a-service (SaaS) offerings to help transform its clients’ businesses and operations. These services include advisory, implementation and execution work. The company provides consultative advice to clients as well as technology engineering support and migration and optimization of its clients’ data and technology enterprise infrastructures. Using human-centric design, the company helps clients build new products and services, create digital workspaces, and drive customer, client, employee and partner engagement.
Service Offerings
The company offers the following services to its clients:
Enterprise Services: Finance and accounting, global business services, supply chain and procurement, sales and commercial, human resources and people advisory, and marketing and experience services; and
Core Industry Operations Services that are specific to the company’s chosen industry verticals.
Enterprise Services
The company partners with its clients to design target operating models, implement data, tech and AI-enabled solutions, improve process execution, and provide data and analytics-driven insights.
Finance and Accounting Services
The company provides finance and accounting services. The company’s focus is on delivering fast and high-quality results, minimizing exceptions, providing a seamless user experience, and driving working capital improvements for its clients. The company offers a range of services in this area, including:
Accounts Payable: The company’s accounts payable services include document management, vendor master data management, invoice receipt and processing, accuracy audits, reconciliations, aging analyses, help desk management, payments processing and travel and expense processing;
Invoice-to-cash: The company’s invoice-to-cash services include customer master data management, credit and contract management, data validation and credit worthiness assessments, billing, collections, accounts receivable maintenance and reporting, credit review support, bad debts research, accounts receivable reconciliation, and dispute and deduction management services;
Record to Report: The company’s record to report services include closing and reporting process management, general accounting and industry-specific accounting services, treasury services, tax services, and external reporting, including statutory accounting and reporting;
Financial Planning and Analysis: The company’s financial planning and analysis services include budgeting, planning and forecasting support, management reporting, business, financial and operational analytics, transformation design, digital-infused process enhancement, enterprise data and advisory services, master data management and data quality services and data lake implementation;
Enterprise Risk and Compliance: The company’s enterprise risk and compliance services include operational risk and controls across a wide range of regulatory environments, including SOX and controls monitoring, controls transformation, ERP and digital controls, third party risk management, internal audit and audit analytics; and
Finance Strategy: These services cover the entire finance value stream, working capital optimization, operational finance transformation, as well as corporate development and event-driven initiatives, such as carve-outs and post-merger integration services, including transactional due diligence.
Global Business Services
The company’s global business services (‘GBS’), including its global capability center (‘GCC’) advisory services, help the company’s clients to set up their own GBS and GCC capabilities. These services include strategy and feasibility assessment, location selection, target operating model design, hiring, recruitment and onboarding, transition, change management and service delivery optimization.
Supply Chain and Procurement Services
Supply Chain: The company helps its clients transform process-led and technology-enabled operating models across the value chain (plan, source, make, deliver, and aftersales). The company covers the complete supply chain operations reference model and provide advisory and managed services in critical areas, such as supply chain resiliency, sustainable/circular supply chain and orchestrated enterprise.
Procurement: The company offers advisory and managed services across the direct and indirect procurement value chain, including strategic sourcing, responsible sourcing, category management, spend analytics, procurement operations and digital platform transformation.
Sales and Commercial, Marketing and Experience Services
Sales and Commercial: The company drives growth and experience for its clients by transforming and running the end-to-end sales lifecycle for the company’s clients through services, such as campaign management, lead generation, qualification and deductions. The company also provides services in the areas of partner management and commercial operations, such as pricing and promotion optimization, B2B customer experience, and deductions and dispute management.
Marketing and Experience: The company enables its clients to drive growth by delivering transformational experiences that leverages the company’s deep understanding of data, technology and process design. The company’s focus is to differentiate through operational transformation, generative AI enablement and improved experience across customers, employees and products, with data led insights. The company services in this area are supported by strategic partnerships with leading ecosystem providers in marketing and experience.
Core industry Operations
The company help its clients design, transform and run processes that are specific to their industries. Using the industry and domain expertise included in its Digital SEP frameworks, the company collaborates with its clients to power their operations in industry-specific areas, such as claims, underwriting, commercial leasing and lending, regulatory affairs, insurance actuarial, and trust and safety. The company provides industry-specific operations services across all its chosen industry verticals.
Industries
The company works with clients across its chosen industry verticals - areas the company has selected based on its deep industry expertise. The company's chosen industry verticals are grouped within its three segments, namely: Financial Services, Consumer and Healthcare, and High Tech and Manufacturing.
Organizing the company’s business by industry verticals allows it to leverage its deep domain knowledge specific to the company’s chosen industries and create, replicate and standardize innovative solutions for clients in the same industries. In addition to the company’s professional services, such as finance and accounting, CFO advisory, supply chain, sourcing and procurement, and sales and commercial, that are available to clients across verticals, the company offers core industry-specific services to clients in select verticals. These services are embedded where possible with industry-relevant digital and analytics tools that leverage AI and automation to drive enhanced benefits and customer experience.
Financial Services
The company’s Financial Services segment covers services it provides to clients in the banking, capital markets and insurance sectors. The company’s banking and capital markets clients include retail, investment and commercial banks, equipment and lease financing providers, fintech companies, payment providers, wealth and asset management firms, broker/dealers, exchanges, auto finance providers, clearing and settlement organizations, renewable energy lenders and other financial services companies. The company’s core operations services for these clients include customer onboarding, customer service, collections, retail and commercial loan operations, payment operations, mortgage origination and servicing, compliance, and wealth management and capital market operations support. The company provides financial crime and risk management services in areas, such as fraud and dispute management, anti-money laundering, transaction monitoring, Know Your Customer, due diligence, and sanctions screening.
The company’s insurance clients include insurers, brokers, agents, reinsurers and insurtech companies operating across property and casualty, specialty, life, annuity, disability and employee benefits lines of business. The company’s core operations services for these clients include underwriting support, new business processing, policy administration, customer service and claims management, as well as data and analytics services, such as catastrophe and exposure/risk modeling and actuarial services. The company also provides end-to-end third-party administration for property and casualty claims, and technology services specific to insurance, including insurance platform systems integration.
Consumer and Healthcare
The company’s Consumer and Healthcare segment covers services it provides to clients in the consumer goods, retail, life sciences and healthcare sectors. The company’s consumer goods and retail clients include companies in the food and beverage, household goods, consumer health and beauty and apparel industries, as well as grocery chains and general and specialty retailers. The core operations services it provides to these clients include demand generation, sensing and planning, supply chain planning and management, pricing and trade promotion management, deduction recovery management, order management, digital commerce and customer experience.
The company’s life sciences and healthcare clients include pharmaceutical, medical technology, medical device and biotechnology companies as well as retail pharmacies, distributors, diagnostic labs, and healthcare payers (health insurers) and providers. The company’s core operations services for life sciences clients include regulatory affairs services, such as lifecycle management, regulatory operations, Chemistry Manufacturing Controls compliance and regulatory information management. The company’s services for healthcare clients include end-to-end claim lifecycle management, from claims processing and adjudication to claims recovery and payment integrity, revenue cycle management, health equity analytics, care services and customer experience.
High Tech and Manufacturing
The company’s High Tech and Manufacturing segment covers services it provides to clients in the high-tech hardware, high tech software and manufacturing sectors. The company’s clients in the high-tech industry include companies in the information and digital technology, software, digital platform, electronics, semiconductor, enterprise technology, media, services and hospitality sectors. The core operations services the company provides to these clients include industry-specific solutions for trust and safety, advertising sales support, customer and user experience, customer care support and supply chain management.
The company’s manufacturing clients include companies in the aerospace, automotive and mobility, chemicals, energy, electric vehicles and batteries, industrial machinery, materials transportation and logistics, oil and gas, and utilities sectors. The company’s core operations solutions for these clients include industry-specific solutions for supply chain management, direct and indirect procurement, logistics, field, aftermarket support and engineering services.
Clients
The company serves more than 800 clients across many industries and geographies. The company’s clients include some of the biggest brands in the world, many of which are leaders in their industries, including about a quarter of the Fortune Global 500, as well as smaller, emerging companies that are disrupting their industries.
Sales and Marketing
The company markets its services and solutions to both existing and potential clients through its business development team. Like the company’s client portfolio, members of this team are based around the globe. The company’s business development team focuses both on supporting its strategic client accounts and acquiring new clients.
The company has designated lead client partners and global relationship managers for each of its strategic client relationships. These business development personnel are supported by industry and capability subject matter experts to ensures the company’s services and solutions best address the needs of its clients. The company continuously monitors its client satisfaction levels to ensure that it maintains high service levels using metrics, such as the Net Promoter Score.
The length of the company’s selling cycle varies depending on the type of engagement. The sales cycle for the company’s advisory and project work is typically much shorter than the sales cycle for a large business process engagement. The company’s teams seek to understand the needs and priorities of its clients as well as the business outcomes its clients desire, and the company leverages its combination of capability and industry expertise to create differentiated client solutions.
As the company’s relationship with a client deepens, the time required to win an engagement for additional services generally declines. In addition, during an engagement, as the company better understands and experiences a client’s business and processes, it is able to identify incremental opportunities to deliver greater value for the client, including by leveraging the company’s expanding portfolio of digital capabilities to transforms its clients’ operations.
The company strives to foster relationships between its senior leadership team and its clients’ senior management teams. These ‘C-level’ relationships ensure that both parties are focused on establishing priorities, aligning objectives and driving client value. High-level executive relationships present significant opportunities to increase business from the company’s existing clients. These relationships also provide a forum for gathering feedback on service delivery performance and addressing client concerns. The company’s governance methodology is designed to ensure that it is well connected at all levels of the company’s clients’ organizations (executive, management, technology and operations).
Global Delivery
The company serves its clients using its global network of more than 100 delivery centers in more than 20 countries. The company has delivery centers in Argentina, Brazil, Bulgaria, Canada, China, Costa Rica, Egypt, Germany, Guatemala, Hungary, India, Israel, Japan, Malaysia, Mexico, the Netherlands, the Philippines, Poland, Portugal, Romania, South Africa, Thailand, Turkey and the United States. The company also has employees in these and additional countries, such as the Czech Republic, Ireland, Italy, Singapore and Slovakia, who work with its clients either onsite or virtually, which offers flexibility for both clients and employees.
Service Delivery Model
The company seeks to be a seamless extension of its clients’ operations. To that end, the company developed the Genpact Virtual Captive service delivery model, in which it creates a virtual extension of its clients’ teams and environments. The company’s clients get dedicated employees and management, as well as dedicated infrastructure at its delivery centers. The company also trains its teams in its clients’ cultures, processes, and business environments.
Intellectual Property
As of December 31, 2024, the company had a portfolio of more than 70 patents and pending patent applications globally. Additionally, the company has over 200 trademarks registered in various jurisdictions.
Regulation
Related laws and regulations govern the company’s direct marketing activities and its use of personal information for direct marketing, including the Telemarketing and Consumer Fraud and Abuse Prevention Act, Telemarketing Sales Rule, Telephone Consumer Protection Act and rules promulgated by the Federal Communications Commission, and CAN-SPAM Act.
The company’s BCR for data processors was approved in May 2024 and is subject to the oversight of its supervisory authority, the Romanian National Supervisory Authority for Personal Data Processing.
In the United States, the company is either directly subject to, or contractually required to comply or facilitate its clients’ compliance with, laws and regulations arising out of the company’s work for clients operating there, especially in the area of banking, financial services and insurance, such as the Gramm-Leach-Bliley Act, the Fair Credit Reporting Act, the Fair and Accurate Credit Transactions Act, the Right to Financial Privacy Act, the Bank Secrecy Act, the USA PATRIOT Act, the Bank Service Company Act, the Home Owners Loan Act, the Electronic Funds Transfer Act, the Equal Credit Opportunity Act, executive action and regulation by the U.S. agencies, such as the Securities and Exchange Commission ("SEC"), the Federal Reserve, the Federal Deposit Insurance Corporation, the National Credit Union Administration, the Commodity Futures Trading Commission, the Federal Financial Institutions Examination Council, the Office of the Comptroller of the Currency, the Consumer Financial Protection Bureau, and the Department of Justice. Additionally, in Australia and the EU, the company is either directly subject to, or contractually required to comply or facilitate its clients’ compliance with, regulations addressing organizational resilience.
Because of the company’s debt collections work in the United States, it is also regulated by laws, such as the Truth in Lending Act, the Fair Credit Billing Act, the Fair Debt Collection Practices Act, the Telephone Consumer Protection Act and related regulations.
In the United States, the company is subject to laws and regulations governing foreign trade, such as export control, customs and sanctions regulations maintained by government bodies, such as the Commerce Department’s Bureau of Industry and Security, the Treasury Department’s Office of Foreign Assets Control, the Department of Justice and the Homeland Security Department’s Bureau of Customs and Border Protection.
As a Bermuda company, the company is also subject to regulation in Bermuda. Among other things, the company must comply with the provisions of the Companies Act 1981 of Bermuda, as amended, regulating the declaration and payment of dividends and the making of distributions from contributed surplus. The company is classified as a non-resident of Bermuda for exchange control purposes by the Bermuda Monetary Authority.
Bermuda has economic substance requirements pursuant to the Economic Substance Act 2018, as amended, and the regulations proffered thereunder, which requires the company to have adequate economic substance in Bermuda in relation to certain of its activities.
History
Genpact Limited was founded in 1997. The company was incorporated in Bermuda in 2007.
