Genpact is the only Global Services 100 winner to have won in two categories: Best Performing BPO and Leader in Human Capital Development.

While many a door opened for Genpact because of its GE legacy, the last two years have seen the company come into its own. It has had impressive wins in the BPO space with top-notch clients like Wachovia, Kimberly Clark, Nissan Motors and GlaxoSmithKline.

Three things make Genpact stand out as a BPO provider: Its global delivery network with centers in India, China, Philippines, Hungary, Romania, U.S. and Mexico; the excellence it has achieved in processes; and the relentless pursuit of quality through its six sigma initiative. The company boasts of a pool of over 4,500 Six Sigma specialists with 400 black belts and 2,000 green belts — a high count on a base of 26,000 employees.

Genpact has an obsessive focus on human capital development. It has set up one such leadership program in collaboration with Duke University, which prepares high achieving, potential leaders for larger roles within the organization. While this is a short-term move to address the lack of availability of middle managers in India, it also has a strategic organizational goal for the company. Genpact aims to create a pool of world-class managers to be able to replicate its model anywhere in the world as the war for talent takes global service delivery to newer destinations.

The company’s focus on people is visible in the virtual captive sourcing model that it has has pioneered. Wachovia, which has set up a virtual captive with it, trains its Genpact employees instead of the established practice of training only the trainers. Even staff retention is a joint effort wherein employees are hired under the co-brand of Wachovia-Genpact. There is also a possibility for high potential employees being absorbed by Wachovia.

A privately held company, Genpact has the flexibility to respond to dynamic market needs, a luxury not available to other large companies.