The Twimbit BPO EX Benchmark

About

Genpact is a leader in the globalization of services and technology and a pioneer in managing business processes for companies worldwide. The service range includes Finance & Accounting, Collections and Customer Service, Insurance, Supply Chain & Procurement, Analytics, Enterprise Application, and IT Infrastructure and Management.

Mission

• Our strong operating culture delivers measurable business impact and strategic value to our clients. We partner with them to drive innovation and growth. To serve their customers better.

Highlights

• Genpact operates with the culture and motto that ‘Transformation Happens Here’
• Always looking to innovate
• Promotes and fosters curiosity, incisiveness and courage
• Genpact has a robust workplace culture that focuses on:

• Genpact has achieved 47% female participation in their Global Leadership Development programs

Employee Experience Objectives

1. Improve the service quality delivered to employees and clients
2. Provide better development and career opportunities for shared-services employees
3. Empower employees and management to spend more time on their core responsibilities
4. Avoid a one-size-fits-all mentality to EX

Communication

The company meets the required baseline

Technology

1. The company meets the required baseline, plus:
2. Genpact has provided many digital platform-based programs to help employees during the quarantine with topics such as mental health and social responsibility
3. The company is leveraging its workforce mobilization program, TalentMatch, to solve the demand and supply challenges related to talent and staffing
4. This program will match the existing and future opportunities in the company with the skills and aspirations of its employee

Voice of Employee

The company meets the required baseline

Learning and Development

1. The company meets the required baseline, plus:
2. Adapt and Rise, a role-based online learning platform that leverages the company’s expertise honed from delivering real-world change for hundreds of clients
3. Genome is a virtual continuous learning platform that helps employees learn skills that are now critical to succeeding. This platform serves as part of the adaptive workforce required in the digital economy

Social Connection

1. The company meets the required baseline, plus:

Volunteer Work

1. Feed 20 Million is a key volunteering initiative to help fight global hunger
2. In 2020, the company set a goal to serve 20 million meals to those who needed them most around the world
3. The volunteers surpassed their ambition and helped combat pandemic-induced hunger with almost 25 million meals

Sustainability Goals

1. By 2025 reduce its scope of 1 and 2 Greenhouse gas emissions by 15% from the 2019 baseline
2. By 2025, limit water intensity per sq. ft. to 0.09 at owned sites in India
3. Procure 25% renewable energy in locations by 2025
4. Zero use of nonessential plastic disposables globally by 2022
5. Number of top 50 suppliers to be the third party audited yearly on sustainability parameters by 2025
6. Improve PUE by 20 % at data centers in India by 2025 from the base year 2016
7. Achieve Zero Liquid Discharge(ZLD) at owned sites by 2025
8. 100% recycling of food waste in India by 2022

Diversity and Inclusion

1. The current geographic spread of the Genpact senior management (SVPs and VPs) comprises 48% in the US and Latin America; 33% in India; 14% in Europe; 3% in China and Japan; 1% in the Philippines
2. Genpact has increased paid maternity leave in India from 12 weeks to 26 weeks for birth mothers, adopting, and commissioning mothers
3. 40% women in the global workforce, and rising
4. Genpact has seen significant increases in the representation of women at top levels of leadership, with 22% women at the SVP level, 25% women in the Genpact Leadership Council (the highest level of leadership), and 25% women on board
5. Women in Genpact (WINGS) network has engaged more than 50,000 employees since 2016, with more than 500 Genpact clients hosting nearly 100 forums
6. As of January 2019, Genpact has achieved 47% female participation in our Global Leadership Development programs
7. Pay it Forward, the sponsorship program of Genpact, is accelerating the growth of 650 high potential women through the right resources
8. Work-life continuity that promotes employee well-being through inclusive policies, support systems, services, and employee assistance programs

Rewards and Benefits

1. The company meets the required baseline, plus:
2. Genpact has launched a new internal engagement program for its 90k + workforce globally. The program aims to highlight positive sentiment, generate a sense of pride and community for their work, celebrate the culture, and help the employees work from home successfully.

Lessons to be Learned

• Avoid a one-size-fits-all mentality to EX
• Create specific programs to foster female participation and growth
• Discuss and come up with detailed sustainability goals that are robust and include specifics