Overview of the industry

Outsourcing is one of the fastest growing industry on the world platform. It mainly involves transfer of components or large segments of the companies' internal production processes, businesses, infrastructure, etc. to the external service providers. It can cover a wide range of components depending upon the core competency and the requirements of the outsourcer. It may be broadly classified into information technology (IT), human resource, customer service, engineering, knowledge services, legal, R&D outsourcing, etc.

Owing to its advantageous factors like presence of one of the world-best intellectual and internet resources, lower cost structure, multi-lingual capabilities, etc., India has emerged as the 21st century's software powerhouse, offering many advantages as a global sourcing hub, especially for IT enabled Services (ITES) and Business Process Outsourcing (BPO). The main motive behind outsourcing has been that it allows a company to invest more time, money and human resources in core active items without losing quality and name. Call centres have also mushroomed in India serving various foreign airlines and banks.

Further, economic success of the BPO industry has taken many firms to their advanced knowledge work to off shore destinations. Knowledge Processing Outsourcing (KPO) is one step extension of BPO and can be defined as high added value processes chain where the achievement of objectives is highly dependent on the skills, domain knowledge and experience of the people carrying out the activity. The KPO typically involves a component of BPO, Research Process Outsourcing (RPO) and Analysis Proves Outsourcing (APO). United States (US) and United Kingdom (UK) are the key markets for Indian IT-KPO exports.

As a result, India continues to dominate global outsourcing market with market size estimated to be worth about $52 billion. Banking and financial services contribute nearly 40 percent to India's outsourcing industry. But, outsourcing industry has been facing many challenges, like, cut-throat competition, severe shortages of trained and skilled manpower, more investment needed in KPO infrastructure, need of higher level of control, maintenance of higher quality standards, etc. Besides, there are several problems faced by BPO employees which affects their health and lifestyle, namely, working in night shifts, problem of sexual harassment at workplace, etc. In case of offshore outsourcing, cultural mismatch or language barriers can pose a big risk.

At the Central level, the Department of Electronics and Information Technology, under the Ministry of Communications and Information Technology, is the main authority responsible for the overall development of outsourcing in India. Accordingly, separate Departments of Information Technology have been set up in the States/ Union Territories. Both Central and State Governments as well as private sector/ MNCs have been making continuous efforts to develop this industry on a sustainable basis. But, they still need to develop the adequate talent base, provide technical knowledge and design appropriate training programmes for BPO employees, incorporate proper health care policies as well as implement safety measures, especially for women.

Challenges and Future Prospects

India has become one of the most sought after destination for the companies wanting to outsource their business, knowledge, research, legal and related high-end processes. This not

only boosts exports, increases national income and creates greater employment avenues, but also increases tax revenues, caters to the growth of other related industries like infrastructure, catering, etc. The companies involved in outsourcing activities tends to earn huge profits out of this and thus, are in a position to offer their employees the good and competitive pay packages, along with many attractive employee benefits.

India has already made remarkable achievements in the field of Business Process Outsourcing (BPO), with high export revenues. The Indian IT-BPO sector has been able to built a strong reputation for its high standards of service quality and information security, which has been acknowledged worldwide and also helped to enhance buyer's confidence. The industry is continuing this trend by combining provider and industry-level initiatives as well as by generating greater awareness and facilitating wider adoption of standards and best practices. It is moving to provide high-value services to its clients rather than just minimizing/ saving costs.

The success of off-shoring BPO sector in India has led to the emergence of Knowledge Process Outsourcing (KPO) sector in India, which deals with off-shoring of knowledge intensive business processes requiring specialized domain-based expertise. India is well endowed with large pool of skilled manpower, like, chartered accountants, doctors, MBAs, lawyers, research analysts, etc., which would help to add value to the global KPO business and its high-end processes like valuation research, investment research, patent filing, legal and insurance claims processing, online teaching, media content supply, etc. This advantage, along with multi-lingual capabilities and advantages of lower costs, can help the country to emerge as a front-runner in KPO on the global platform. As per Nasscom estimates, the KPO industry is expected to grow by 45 per cent by 2010. Out of the $16 billion which the KPO industry is likely to assume by 2010, around $12 billion would be outsourced from India.

But, to be able to run stable outsourcing company (mainly BPO), one needs to overcome the challenges coming in its way. Some of these include: outsourcing is largely fragmented industry; there is more preference for young employees with good command over English and other foreign languages; facing cut-throat competition as well as severe shortages of trained and skilled manpower; non-existence of social security laws needed for checking the background of employees working in BPOs and call centres; at times, more focus on unproductive and non-core activities/ areas; etc.

Further, since KPO involves providing of domain-based processes and business expertise rather than only process expertise. This requires advanced analytical, interpretation and technical skills in the workers. As a result, it is right to say that outsourcing of knowledge processes tends to face more challenges than BPO. Some of these can be listed as: more investment needed in KPO infrastructure, lack of highly-skilled and trained workforce, need of higher level of control, confidentiality and enhanced risk management, maintenance of higher quality standards, etc.

Besides, there are several problems faced by BPO employees which not only affects their health and lifestyle, but also leads to decline in total output of the firm. Some of the prominent ones are:-

Working in night shifts as clients are mainly US and UK based and there are differences in geographical and time zones of India and abroad. Thus, in order to meet cut-throat competition, the BPO employees have to work in night shifts. But, due to

lack of normal sleep, their physical and mental health gets affected in the long run. Problem of sexual harassment at workplace, which leads to stress. Some of them gets addicted to drugs and/ or gets serious diseases, etc.

However, according to report by GlobalSourcingNow, the Global Knowledge Process Outsourcing industry (KPO) is expected to reach USD 17 billion by 2010, of which USD 12 billion would be outsourced to India. In addition, the Indian KPO sector is also expected to employ more than 250,000 KPO professionals by 2010. Further, a report by Evalueserve predicts that India will capture more than 70 percent of the KPO sector by 2010.

This shows that although outsourcing industry is having a bright future in India, there is still need to address many issues and challenges which restricts the healthy development of this industry. Efforts should be made to give appropriate training to employees of this industry as well as to develop a sound and healthy environment which do not have much detrimental effect on lifestyle of employees.

Company Overview

Genpact is a global leader in transforming and running business processes and operations,

including those that are complex and industry-specific. Genpact stands for Generating Impact—

visible in tighter cost management as well as better management of risk, regulations, and growth

for hundreds of long-term clients including more than 100 of the Fortune Global 500 – and of

those, over 10 of the top 25. Our approach is distinctive: through an unbiased, agile combination

of smarter process science, targeted technology and advanced analytics, we help our clients

become more competitive by making their enterprises more intelligent: adaptive, innovative,

globally effective, and connected to their own clients.

Genpact began in 1997 as a business unit within General Electric. This heritage has contributed

to our deep understanding of process. As GE made Lean and Six Sigma pervasive, Genpact

applied this same industrial engineering ethos to business processes operations for the first time.

Built with single-minded passion for process science and operational excellence, Genpact’s

Smart Enterprise Processes (SEPSM) methodology focused on business impact while

safeguarding costs and limiting initial investment – igniting the global Business Process

Outsourcing (BPO) services industry. In January 2005, Genpact became an independent

company, bringing our process expertise and unique DNA in Lean Six Sigma to global clients. In

August 2007 we became a publicly-traded company, (NYSE: G) growing rapidly from 32,000

employees and a revenue of US$823 million, to 62,000+ employees and revenues of almost

US$2 billion (2012). Bain Capital became Genpact’s largest shareholder in November 2012 with

the strategic objective to grow the company further.

Genpact has accumulated significant expertise over the past 16 years of specialized work with

hundreds of enterprises. We remain loyal to our heritage of operational excellence as an

extension of our clients’ business – reflected by the best client satisfaction scores in the industry.

Our experienced management team drives client partnerships personally and manages global

operations in 24 countries around the world, with main offices in New York City where key

executives and corporate functions are based.

1. Hierarchy / Organisational Structure

There are 5bands hierarchy

CHAIRMAN

VICE PRESIDETN

ASSITANT.VICE PRESIDENT

SENIOR MANAGER

ASSITANT MANAGER

MT(MANAGEMENT TRAINEE)

PA (PROCESS ASSOCIATE)

PD(PROCESS DEVELOPER )

Products and services

ServicesWe are a leading service provider for the Services which includes services like Pricing Analytics Services & Predictive Scoring Services since 2010

Pricing Analytics Services

Genpact has strong expertise in Pricing Analytics across consumer and industrial businesses. The Pricing team consists of analysts with advanced degrees in Statistics, Operations Research, Business Management.

Predictive Scoring Services

Genpact’s Predictive Scoring solutions help businesses make informed, data-driven decisions about their operations. We have over 200 Predictive Scoring experts, most with advanced degrees in Statistics, Mathematics and Econometrics. Besides scorecard development, we provide upstream and downstream services, from data planning and scorecard validation, to implementation, and performance tracking

Simulations Services

With increasing globalization of trade and services, a typical mid-to-large size organization works with multiple suppliers, manufacturers, distributors, retailers and customers all over the world. Analyzing activity within and between each of these highly interdependent supply chain links is an incredibly complex undertaking

Credit Risk Solutions

Genpact provides integrated Credit Risk solutions that seamlessly blend advisory, process redesign and analytical skills with enterprise-wide risk management capabilities to reduce the costs of regulatory reporting and compliance

Market Risk Solutions

With its focus on end-to-end solution implementation, Genpact can provide all required Market Risk Management elements including services such as VaR Assessment, Scenario Analysis, Potential Future Exposure and Trading Support, Model Back Testing, Stress Testing, Correlation Analysis and Volatility Correction. Moreover, our component-packaged services provide best-in-class quality at a lower cost.

Operational Risk Solutions

Genpact's Enterprise Operational Risk Management solutions are based on years of process excellence. They include specific operational process reviews, Risk Control Evaluation and Self Assessments, Credit and Collateral Management, Data Integrity, Analysis and Validation, Business Continuity Planning, Capital Assessment and Risk Mitigation and Fraud Risk Assessment services

Credit Decisioning & Monitoring Services

Genpact’s CD&M analysts help banks and financial Institutions manage commercial and consumer credit portfolio risk. The team specializes in debt and equity portfolios and has experience working with leading mainframe platforms, various consumer/commercial credit bureaus and world-class tools (SAS, Knowledge-Seeker, ModelBuilder, Unica, Moody’s Risk Analyst, Hyperion Strategic Finance, Capital IQ, e-RAM, E-Credit, One Source, D&B, S&P, Reuters, Bloomberg etc). It provides solutions for all loan sizes

Collections Process Re-Engineering Services

Disciplined analysis of collection data and subsequent application of best practices can vastly improve process effectiveness and cash flow. But before these steps can be taken, something else must happen. The key to any successful reengineering of collections, Genpact believes, is the strong involvement of those who run the process day-to-day

Order Fulfillment Re Engineering Services

A broken or poorly managed fulfillment process stream translates into a slower closing of business, and ultimately, much weaker positive cash flows. That is why we focus on understanding where order-accuracy or timeliness is being compromised. By fixing, eliminating, or reworking process steps and procedural protocols that lead to inaccuracy and delay, we help increase your deliveries, invoices and collections.Developing a system where all defects are visible and process breaks repaired end-to-end is important. However, experience has taught us to pay particular attention to "upstream" process issues. This is where early order-entry errors and delays can slow or halt process flow outright, often very much adversely impacting downstream process performance

Procure-to-pay Re Engineering Services

Having managed over 30 Accounts Payable processes for more than a dozen Fortune 500 companies, we understand the underlying inter-linkages in Procure-to-Pay processes. We leverage that deep and broad foundational understanding-along with the insights from 12 different ERP platforms and 10 different workflow systems-to deliver unparalleled insight and solutions.Our P2P process-improvement experts focus on streamlining process with "capital light" solution design and flawless execution. Wherever possible, we believe in sweating existing IT systems further rather than investing in new tools/technology. But when a new or well-renovated platform is clearly called for, we are ready to help design disciplined processes and well-crafted policy structures that will be easy to follow and prove indispensable.

Contract Management Application Re Engineering Services

Managing multiple contract types with varied spend can be time and cost-intensive. With growth, and an increase in suppliers, the need to ensure contract compliance-from creation of agreements, to requisitioning and PO creation, through to invoicing and payments-grows further. The frequency with which obligations must be actively monitored and managed (monthly, quarterly, annually, etc) is yet another complicating variable.To address the challenge, Genpact's process-improvement experts are using Lean Six Sigma expertise to help companies set up the right compliance metrics to minimize contract leakage and risk exposure. We focus on managing contracts through a simplified yet effective process and by leveraging tools/technologies

Order-To-Cash Application Re Engineering Services

Because the order-to-cash process stream is long and complex and comprises multiple functional disciplines (from booking an order with a customer, to a sales representative entering it, to physical or digital fulfillment, to distribution, invoicing and collections), the Genpact Reengineering team has made it one of its most significant areas of expertise.Using our extensive O2C experience, we have worked closely over the years with various manufacturing and service-sector companies to optimize their working capital. We have helped increase their cash flow by $150-million-plus and identify $10 million in revenue leakage. Our comprehensive understanding of Lean Six Sigma methodology enables us to plug leaks imperceptible to most and pressure working capital back into an uptrend

Acquisition & Sales Services

Successful customer acquisition and sales begins with the right mix of people, analytics, and process management skills. At Genpact, this has been our core focus for more than 10 years. With our deep industry experience as a global provider of business process management and analytic solutions, we help identify new customers, assess risks, and ultimately create a strategy for comprehensive results with services that include customer acquisition strategy, lead generation, sales force effectiveness, campaign execution, market-mix modeling and sophisticated pricing models. 

Training & Communications Support Services

Our focus is on readying employees to handle new work practices and processes, to educate them on the reasons for change, and, in doing so, to build a solid base of organization-wide support. The larger goal is to ensure effective outcomes by facilitating consistency and continuity in the implementation of changes

Workforce Analytics Services

Genpact uses Workforce Analytics to give HR leaders better insights for making the right decisions. Our suite of offerings encompasses HR Information Services, Data Modeling, Survey Analytics, and Planning & Forecasting. Information Services consolidates client data through client legacy systems or by building new platforms to ensure seamless data reporting capabilities. Data Modeling works with client data sets, evaluating them for the ideal model to operate in various HR work streams. Survey Analytics assists clients in designing the ideal survey mechanism and evaluation of the results with recommendations. Planning & Forecasting assists in building forecasting models for better planning and enhanced productivity.

Logistics & Fulfillment Services

Genpact's Logistics and Fulfillment services supports shippers and Logistics Service Providers (LSPs) to drive efficient transportation solutions with on time shipment (pickup and delivery) and thereby help reduce freight costs. Genpact has created a Shared Services model that enables lower costs and increased process efficiency in logistics supply chains. This integrated model provides an end-to-end view to a company’s logistics planning and execution functions.

Logistics Analytic Services

Genpact has experienced analysts whose mission is to help logistics service providers and shippers unlock value from their customers’ supply chain. Our focus is on driving reduction in

cost/mile, on-time pickup and delivery and realizing higher asset utilization. We have conceptualized and executed analytics projects across the entire Logistics Value Chain, everything from Carrier Sourcing, and Network Design and Optimization, to Fleet Sizing, Load Planning, Network Visibility, and Freight Payment

Sourcing & Procurement Services

Genpact provides end-to-end Source to Pay (S2P) services for both direct and indirect materials. These services enable enterprises to extract maximum value from their source-to-pay processes and deliver best-in-class performance for key business outcomes such as reduced total cost of ownership (TCO), higher savings on spend, optimized working capital and higher availability of materials and services. Genpact employs its unique methodology of Smart Enterprise Processes (SEPSM) to implement best-in-class practices across sourcing and procurement organizations. This methodology is supported by Six Sigma based reengineering, domain expertise, superior solution design and execution.

Strategic Sourcing Services

Genpact provides a one-stop shop for Sourcing in the areas of decision support, performance analysis and key performance indicator management. Our sourcing expertise and analytical solutions help clients reduce their total cost of ownership, mitigate supply risk and improve supply performance

Financial Research & Modeling Services

Genpact’s analysts help clients make strategic decisions in both equity and fixed-income markets. We use deep financial research and modeling expertise, our qualifications in Finance, Economics and Risk, and superior knowledge in quantitative techniques to help with new investments, acquisitions and divestitures.

Forecasting Services

In today’s fluid business environment, managers need the most reliable prognostic information about emergent trends, and they need it early enough to provide ample time to prepare and react. Our clients rely on us not only to show how what-if scenarios might play out, but also to handicap how likely they are to occur

Customer Loyalty Services

Genpact has extensive experience in setting up loyalty research programs for clients that include both business-to-business (B2B) and business-to-consumer (B2C) customer loyalty studies. Our experience has taught us that B2B customer relationships are at least as amenable to proactive loyalty management as B2C ones

Financial Planning & Analysis Services

Companies require an accurate and complete analysis of their business to plan and execute strategies that help them scale new performance peaks. Genpact's FP&A professionals provide that help. Our services include Revenue/Profitability Analysis, Cost Analysis and Asset Analysis. Genpact's expertise and wealth of analytical knowledge gained across various industries help us provide meaningful analysis to complement each customer's business budgeting and review decisions. We also have the ability to provide key inputs to independently managed sections of the budget.

Core HR Services

Genpact’s Core HR Services address core aspects of Workforce Administration, Payroll functions, and Benefits Administration. Workforce Administration covers all aspects of the employee lifecycle within an organization, from hiring to exit. We also provide technology solutions for data management. These include the building of employee/manager self-service and reporting capabilities. Payroll functions include all aspects of payroll such as pay data management, time and attendance, processing and accounting, and statutory reporting.

Direct Marketing Services

Genpact’s analysts have many years of experience managing the end-to-end processes of Direct Marketing. This team has developed and executed campaigns across customer life cycle stages, from acquisition to retention, and across channels such as direct mail, email and telemarketing. Our team has the experience of working on leading mainframe platforms, various credit bureaus and other data vendors, and world-class tools such as SAS, Knowledge Seeker, Model Builder and Unica.

Technology Integration Services

Genpact’s Technology Integration services targets providing solutions for niche customer requirements that complement functionality provided by Enterprise Applications. We stitch together point solutions, custom solutions, legacy systems and enterprise applications to give an end-to-end business management platform

Treasury & Tax Services

Genpact has established relationships with over 400 banks in the Americas, Europe, Middle East, Australia, and Asia-Pacific regions, and developed familiarity with foreign exchange regulations in 45 countries. This has enabled Genpact to handle treasury transaction volumes valued at over $12 billion and support over 3,000 accounting and reconciliation transactions each day.

Marketing & Communications Services

Our MarCom content solutions address the challenges of today's global business environment. They are designed with changing competitive conditions and consumer behavior in mind and recognize the shift in focus to emerging markets. They take into account the growing need for spend reduction and ROI optimization, not to mention the importance of speed-to-market. Always, the focus is on driving cost-effective growth through the consolidation and transformation of MarCom activity

IT Infrastructure Management Services

Genpact helps clients gain value from remote infrastructure management (RIM) engagements through its RIMnexgenSMapproach. By providing 24/7 RIM services, we help organizations around the world stay competitive by reducing costs and downtime. Genpact enables growth and productivity, increases service levels for end customers, and improves client productivity through the proactive management of their IT Infrastructure.We provide integrated business solutions for monitoring, managing, and securing critical networks, servers, databases, and applications across a wide range of technology platforms. Genpact’s RIM services act as a single source and cater to a wide range of IT Infrastructure needs, delivering tangible and continuous business impact

Global presence

Genpact has over 53,000+ employees, has operations in 17 countries, and supports over 25 languages. In India GENPACT has a remarkable presence in Hyderabad, Bangalore, Delhi, Gurgaon, Kolkata and Jaipur. A few accolades: Genpact has been ranked #1 in NASSCOM’s Top 15 BPO exporters in India for the last 5 years.

Market share / turn over / Positioning of your Company in the Industry

Space

The company has the turn over of around $ 2.1 billion (2013). Since the company is getting a huge response from the customers the company has a market share of 40%-45% in the market The company covers the major chunks of the market after the tcs The company has the good position in the respective industry. Its always a very tough competition between TCS,IBM and genpact for the top spot

Major players in the industry Genpact Ltd faces competition from: 1. ACN : Accenture Ltd : $22.7B2. SOMLY : Secom Ltd : $9.8B3. SGSOY : Sgs Sa : $9.5B4. EXPGY : Experian Plc : $7.7B5. IRM : Iron Mountain Inc : $5.5B6. ACS : Affiliated Computer Services Inc : $4.3B7. BDVSY : Bidvest Group Ltd : $3.8B8. URS : URS Corp : $3.8B

9. CTAS : Cintas Corporation : $3.8B10. ACM : Aecom Technology Corp : $3.2B

11 TCS.

12 IBM.

recent Mergers & Acquisitions & Future Plans of expansion

Genpact to spend $45 million on strategic investments in 2014Genpact will spend $45 million this year on strategic investments and client-facing teams to add capabilities to help accelerate long-term growth of the US-based outsourcing services major.During the January-March 2014 period, Genpact's capital expenditure stood at about 2.2 per cent of the quarter's revenues ($528.2 million)

Genpact Q1 net up 8.3 per cent at $50.6 millionBPO major Genpact today posted 8.3 per cent jump in net profit at $ 50.6 million for the first quarter ended March 31, 2014.The company's net profit had stood at $ 46.7 million in the January-March quarter of 2013, Genpact said in a statement.

Revenues during the reported quarter stood at $ 528.2 million, up 4.8 per cent from $ 503.8 million in Q1 of 2013, it added.

Genpact bags Unitech Wire dealBack-office services provider Genpact on Friday said it has bagged a five-year contract from telecom operator Unitech Wireless to provide multiple customer service solutions to the latter. The BPO firm, however, did not disclose the size of the contract. Under the five-year contract, Genpact will deploy customer service solutions for Unitech Wireless in North India through its operation centre in Jaipur

Genpact to buy MoneyLineGenpact, India's leading BPO services and technology solutions firm, has decided to buy US-based Money-Line Lending Services, a specialised provider of end-to-end mortgage services. The companies did not disclose the deal size, but an industry official said usually US firms in the sector were being valued at less than revenue, at times just about half that size. MoneyLine revenues are in the region of $20 million, and that could put the deal size at $10-20 million

Genpact acquires US-based SymphonyIndia's largest back-office firm Genpact on Wednesday announced the acquisition of US-based analytics and data management services provider Symphony Marketing Solutions (SMS), for an undisclosed amount. Apart from expertise in data integration, modelling and consulting, the acquisition will see transfer of 1,200 SMS employees spread across centres in India and the US to Genpact's payrolls

BPO major Genpact to repurchase shares worth $300 mnmajor Genpact will repurchase its common shares worth up to $300 million (about Rs 1,839 crore) under a modified 'Dutch auction' tender offer starting today. Dutch Auction is a public offering auction structure in which the price of the offering is set after taking in all bids and determining the highest price at which the total offering can be sold. In a filing to US SEC

Genpact hiring store in NoidaGenpact, a pioneer and global leader in high-quality Business Services and Technology Solutions, today announced the launch of its recruitment office in Noida. The Noida office will serve as Genpact's local hiring office thereby creating an easy access for candidates from Noida, Ghaziabad, East Delhi, South Delhi and North Delhi to apply for a career with India's leading outsourcing firm. Genpact will be looking at hiring over 400 employees over the next six months

Genpact to slash verticals, focus on new onesGenpact, one of the biggest back-office outsourcing names in India, will more than halve the number of verticals it will focus on, in an effort to target its growth investments into areas that hold the most promise. Of a total of 23 verticals, the company will focus its efforts, including re-allocating sales staff, to nine verticals that account for about 85% of its business, including banking, financial services and manufacturing

Genpact renews agreement with AholdBPO major Genpact today said its contract with international retailing group Ahold has been renewed for providing finance and accounting (F&A) and HR services for the next five and three years, respectively. No financial details were disclosed. Genpact has been working with Ahold since its acquisiton of Dutch services provider Accounting Plaza in 2012

Genpact expands presence in NetherlandsBPO firm Genpact today said it has significantly increased its presence in the Netherlands market a year after it acquired European company Accounting Plaza. "Genpact has significantly strengthened its services delivery operations in The Netherlands one year after its acquisition of Accounting Plaza," the NYSE-listed firm said in a release

Genpact acquires Axis Risk ConsultingGenpact, the largest BPO in the country, on Monday announced it has signed an agreement to acquire Axis Risk Consulting Services for an undisclosed amount. The acquisition is expected to be closed in the next 60-90 days, subject to necessary regulatory approvals. Axis Risk Consulting Services provides risk assurance services, including internal audit, business performance improvement, Sarbanes-Oxley documentation and compliance testing and enterprise risk management.

Corporate Social Responsibility

Corporate CitizenshipGenpact cares for the community. Caring@Genpact, ourCorporate Social Responsibility (CSR) initiative, aims to mesh our social and environmental principles into our operational fabric. We have institutionalized a culture of giving among our employees through a number of global platforms and programs, like payroll giving and volunteerism. We provide our employees with a single community engagement interface to volunteer for community service events, including those related to the elderly, thedifferently-abled and children.At Genpact, giving is a way of life. Genpact empowers its employees to give back to the communities where they live and work. Key themes are Environmental Conservation,Diversity in Workforce, community impact programs such as Genpact Volunteers, Employee Payroll Donations, Disaster Relief, Social Investments, and Recycling Used ITEquipment.

Corporate Social Responsibility (CSR) is the continuing commitment by companies to behave ethically and contribute to the economic development while improving the quality of life of their workforce and their families as well as of the local community and society at large. As we expand our footprint into more cities around the world, we also take on the responsibility to care for the communities from which we draw our talent. Corporate Citizenship has a critical role to play in shaping our company's success. Caring@Genpact is our global Corporate Social Responsibilities (CSR) initiative. It involves us as an individual as well as a company and has a cross-functional stakeholder involvement.Our guiding principles are:Embedded social and environmental code of conduct intoour core operations and functionsLeverage our differentiating skills and competenciesDesign and implement sustainable and scalable solutionsWe focus on socially-relevant areas that complement our business model and skills/competencies and systematically apply our distinctive strengths to maximize social and environmental value.Towards this goal, we have designed a number of global platforms and programs to make giving a way of life at Genpact and empower us to build stronger communities, where we live and work. While giving has always been a way of life at Genpact, we formally appointed a Global CSR Leader in 2007. We have been successfully able to deliver Global Business Impact and Local Community Impact, with 56,000+employees applying their unique skills to serve others.

Genpact Volunteers‘Employee Volunteering’ was designed to mobilize community service and unleash the potential of our employees. Our mission is to encourage skill-based volunteering i.e. 'Teach a man to fish versus simply giving a man a fish' and strive for long-term partnerships that deliver sustainable impact. We believe our Volunteer base is the single most important asset we have which far outshines any amount of financial resources we

can spend on society. In 2010 we also instituted a guideline which allows for an employee to take a minimum of 3 hours per month from work to devote to a socialcause he or she is passionate about. We have partnered with credible non-profit organizations to support causes which are determined by the employees’ preferences and skills. While Europe runs a number of Environment-related volunteering programs, US volunteers for a number of United Way–related causes like Breast Cancer and AIDS. Most of the sites on the east of the globe work primarily on Education-related causes. One such program is the Junior Achievement program which opens up the possibilities of career options for underprivileged students and engages volunteers throughoutIndia. China also helps schools maintain their premises and teach Mathematics and English to the children. We have an Executive Champion and team of Community Champions at each of our sites to catalyze this initiative and design effectivecommunity outreach programs, supporting a wide range of causes andnon-profit organizations. In 2011 we saw 23% of our global population representing a 28% growth in volunteers from 2010.

Some of the key highlights of this program are:Empowering women with an informal base, support system, and trainingground to gain professional and personal skills to build successful careersand strike a fine work-life balanceProviding women a platform to connect with other women colleaguesand learn from each other’s experienceActively promoting ‘Work from Home’ initiative to ensure women havethe flexibility to strike a better work – life balancePermitting extended maternity leave and sabbatical, when requiredActively working towards opening creche/day-care centers in all ourlarge sitesProviding need-based mentoring programs for women in leadershiprolesOrganizing specialized gender sensitivity trainingsEnforcing policies against sexual harassmentPromoting specialized hiring agreements with our manpowerconsultants, wherein consultants hiring women employees in leadershippositions get a higher sourcing fee

HR practise

Genpact’s Fair Employment Practices & Right ofCollective BargainingGenpact is committed to Fair Employment Practices. An essential cornerstone of these practices is the requirement that all employment decisions be made on merit. , Genpact is committed to observing all applicable labor and employment laws wherever it operates. That includes observing those laws that pertain to privacy, the prohibition of forced, compulsory and child labor, and those laws that pertain to the elimination of any improper employment discrimination. Genpact recognizes that employees have freedom of association, and follows the employment laws of all countries in which it does business. In many countries, local law guarantees collective bargaining. In most of the countries however Genpact is not a union based environment. Irrespective of thecountry, we observe the following globally:

Genpact does not tolerate Nepotism or adverse biasMerit, qualifications (for example, education, experience, or skill sets) and other job-related criteria are the sole basis for all employment related decisions affecting employees and applicants. No allowances are given to any discriminatorypractices regardless of what cultural practices may persist in the wider societyGenpact’s goal is to maintain a congenial and productive working environment conducive for all

DiscriminationGenpact’s Fair Employment Practices require that all employment related decisions be based on merit. Genpact prohibits basing any employment decisions on race, color, religion, sex, caste, sexual orientation, national or regional origin, or any other characteristic protected by law. For example, it would violate Genpact policy to deny someone a promotion because of age, or to avoid sharing important work-related information with a co-worker because of religion. Genpact's Policy is to use merit,

qualifications and other job-related and HR sanctioned criteria as the sole basis for all employment-related decisions.

Gender Diversity

Having an environment in which Fair Employment Practices are implemented and executed helps Genpact compete for, attract and retain a high quality, increasingly diverse workforce, and thereby continue to be the employer of choice. Genpact willcontinue to make efforts in good faith to recruit and retain diversified pools of applicants and employees.

Harassment by Third Parties

Where harassment occurs as a result of an act or omission by any third party or outsider, Genpact will take all steps that are reasonable and appropriate to prevent the harassment from continuing.

Employee Personal Information

Genpact respects employee privacy with respect to personal information or communication stored on official systems, with the proviso that Genpact may access such any files/information for business reasons, for example in the course of performing maintenance, when investigating a problem or concern or in response to a legal request for such information. In addition, Genpact gives its employees notice that it (may monitor, investigate, copy and inspect files/information (personal or otherwise) as required to protect its business interest, such as to protect intellectual property, for avoidance of business risk, to safeguard trade secrets including client information, security issues, investigation or prevention of crime and ensuring integrity of information systems and compliance with Genpact Policies. Further, information found on Genpact computer systems will be disclosed to third parties if required by law.

Forced LabourAs a part of Fair Employment Policy, Genpact strictly prohibits employment of all forms of forced, compulsory and child labour either directly or through contractors. Genpact endeavors to ensure that age criteria as per law are met not only by the company, butalso by the contractors we hire.

Actions Taken:Every employee as a mandatory company policy has to undergo background check to ensure date of birth proof is verified.For vendor employees, date of birth proof taken and audited in areas of high risk,During the construction stage of new buildings where potential risk of child labour can exist, we have a special team of project and safety committee who audits and ensures no form of forced, compulsory or child labour practices occur.

Vendors are regularly audited and vendor employees are spoken to obtain assurance that conditions of policy to mitigate all forms of compulsory and forced labour including child labour are banned in the organization.

Genpact has zero tolerance of violations of its basic integrity policy which outlines all forms of compliance towards human rights, corruption compulsory and forced

labour including child labour.