Privacy Notice for Customers

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We at Genpact and our affiliated companies worldwide (“Genpact”) are a global professional services firm focused on delivering digital transformation for our clients. As representatives of our customers (“you”, “your”), we will process your personal data as described in this Privacy Notice. We respect you and are committed to honoring and protecting your privacy. This Privacy Notice describes our privacy practices regarding collection and use of your personal data when we process it in the context of providing services to our customer whom you represent, and sets out your privacy rights in relation to it.  If you have any questions or concerns about this privacy policy or your personal data, please contact us at Marketing.GDPR@Genpact.com or DPO.Genpact@Genpact.com.

What personal data we collect, how we collect it and purposes of collection
We, Genpact, use your personal data in order to establish a connection with our customer (whom you work for or represent), provide you and the customer whom you represent with a better customer experience and ensure that the marketing material we send to you reflects your personal preferences. The categories of personal data that are typically collected and processed are:

  • Information when you access our Website: By entering information on the page titled Contact Us, we collect your name, email address, country of residence, company you represent, industry and details of the inquiry to enable us to respond to a general/business inquiry made by you. If you wish to be contacted by telephone, we may also collect your work phone number.We use cookies and web beacons to collect data on how you use our websites. This may include for example information on which Genpact websites you have visited, how long you stayed on them, which items you clicked on and your IP-address. Please read our website privacy policy by visiting  http://www.genpact.com/about-us/privacy for more information.
  • Call recordings: We may record the conversations between you and our global voice solutions team when you contact our helpline phone number.Also, our tele nurture representatives may contact you to address any inquires made by you or to further communicate with you about our service offerings. All such conversations will also be recorded for quality and training purposes and to facilitate resolution of any queries or complaints.
  • E-mail Campaigns: If you are a recipient of our marketing communications, we will track whenever you receive, open, click a link, or share an e-mail you receive from Genpact.
  • Genpact Subscription Center: You provide us information when subscribing and using the Genpact Subscription Center. This data may include for example your name, email address and company you represent. The subscription center also keeps track of your communication preferences (over email or phone) and areas of interest (such as receiving newsletters, thought leadership content and/or marketing collateral) that you may have either opted into or opted out of.
  • Information when you access our content on our Third Party Partner Website(s): From time to time, Genpact publishes thought leadership, marketing collateral and webinars on third party website platforms. By accessing our content, we may collect your name, email address, contact number, designation/job role, company you represent and any other Genpact content/ links accessed.
  • Corporate Marketing and Thought Leadership Events: From time to time, Genpact may host various sales, marketing and thought leadership events. We may collect your name, email address, contact number, designation/job role and the company which you represent from such events. Additionally, our sales executives and business leaders may visit similar events conducted by other companies or forums. As part of these events, our sales executive and business leaders may receive business cards from you in order to establish a working relationship with you on behalf of the customer you represent.
  • Information obtained from Third Party Business Contact Directory and Services: Genpact has carefully selected and contracted with third party agencies providing business contact directory services to obtain the name, title, company you represent, work phone number, work email address and work address of potential business contacts.
  • Information obtained from our Business Leaders: We may receive information related to your name, company you represent, designation/job role and email address from our business leaders who have established professional/ personal connections with you.
  • Information obtained from public sources and professional networking platforms: We may also collect information related to your name, company you represent, designation/job role, and email address from public sources (where available) or professional network platforms such as LinkedIn.
  • Information received prior to/during fulfilment of contractual services: This may include for example your name, designation/job role, company you represent, telephone number and email address that you provide us with during the RFP stage, proposal discussions, contract negotiations and/or the duration of time for which Genpact provides the customer with services.
  • Information to facilitate travel and lodging: From time to time, we also provide assistance to our customers’ representatives visiting our premises by facilitating travel and accommodation. In such cases, we would collect your name, date of birth, contact number, company which you represent, email address, travel and accommodation preferences, passport and visa details.

The personal data collected may be utilized for the following purposes:

  • To contact you in order to inform you of new products, services or promotions we may offer including to keep you appraised of our thought leadership and marketing collateral and to better assist your needs, in pursuit of our legitimate business interests and on occasion with your consent.
  • To invite you to Genpact hosted or sponsored events in your geographical region that may be of interest to you based on your role within the company and/or industry, in pursuit of our legitimate business interests.
  • To conduct market research and to carry out marketing campaigns, in pursuit of our legitimate business interests.
  • To carry out the services for which we have been contracted by the customer you represent to deliver, and to contact you for customer care related purposes including regular communication regarding project status, notifying issues/concerns, sharing project deliverables and carrying out day-to-day project activities, in order to comply with our contractual obligations towards the customer you represent.
  • We may also use your personal data to communicate with you about our service offering, for example to inform you that our services have changed or to send you critical alerts and other such notices relating to our products and/or services, in pursuit of our legitimate business interests.
  • As part of our email campaigns, we will track whenever you receive, open, click a link, or share an e-mail you receive from Genpact. We will carry out automated profiling of such information to evaluate your interest towards our service offerings or promotions. This processing will enable us to identify and target potential customers or business partners, tailor our marketing and provide you with relevant and timely content based on your interests, in pursuit of our legitimate business interests.
  • We record all conversations/interactions between you and our global voice solution teams and/or tele nurture representatives for quality and training purposes, and in pursuit of our legitimate business interests. Also, we ensure you are notified about call recording, prior to the initiating any such conversations/interactions.
  • In certain cases, we may record the conversations/ interactions with you and our representatives during RFP/ Proposal discussions, trainings, transition workshops or project discussions that may be carried out over Voice over IP (VoIP) sessions for future reference and training. We will always inform you and obtain your verbal consent prior to recording any such sessions.
  • As part of our tele nurture program, our tele nurture representatives may call you to inform you about our service offerings or promotions and may record their feedback and observations of such conversations to help us identify and target potential customers and business partners in pursuit of our legitimate business interests.
  • We engage carefully selected third party vendors to conduct surveys to receive feedback from you on the services currently provided by Genpact to the company you represent. We use your responses to better understand our strengths and identify improvement areas. This will help us serve the company you represent better and improve our overall service offerings and business strategies, in pursuit of our legitimate business interests.
  • To develop new and improved products and services to help us serve the company you represent better and to improve our overall service offerings in pursuit of our legitimate business interests.

You may opt-out at any time from the marketing activities/communications referred to above by visiting our subscription center - http://www.genpact.com/form/genpact-subscription-center or write to us at Marketing.GDPR@genpact.com.

If we intend to process your personal data for a purpose other than that mentioned above, we will provide you with relevant information as appropriate and where necessary, obtain your consent.

Security
We have implemented industry standard security measures to keep your personal data secure and confidential, including and not limited to:

  • Restriction of access to your personal data to those Genpact employees strictly on a need to know basis, such as to respond to your inquiry or request.
  • Implementation of physical, electronic, administrative, technical and procedural safeguards that comply with all applicable laws and regulations to protect your personal data from unauthorized or inappropriate access, alteration, disclosure and destruction. It is important for you to protect against unauthorized access to your password and to your computer. Be sure to sign off when you are done using a shared computer.
  • Genpact employees who misuse personal data are subject to strict disciplinary action, as it is a violation of the Integrity Policy of Genpact.   

Who we may share your personal data with (the recipients or categories of recipients of the personal data) 

  • We may use carefully selected third parties to carry out certain activities to help us to run our business (such as cloud service providers, IT support vendors), for tele nurturing (tele nurturing partners), to carry out surveys (third party survey vendors) and to facilitate your travel and accommodation (travel, lodging and immigration vendors). For information on the third party vendors partnered with Genpact, please visit http://www.genpact.com/about-us/gdpr.
  • We have offices and operations in a number of international locations and we share information between our group companies for business and administrative purposes. Your information may be shared with our internal staff to facilitate sales and marketing activities (Please visit http://www.genpact.com/about-us/regions to see a list of the locations within our corporate group).
  • Where required or permitted by law, personal data may be provided to others, such as regulators and law enforcement agencies.  
  • From time to time, we may consider corporate transactions such as a merger, acquisition, reorganization, asset sale, or similar.  In these instances, we may transfer or allow access to information to enable the assessment and undertaking of that transaction. If we buy or sell any business or assets, personal data may be transferred to third parties involved in the transaction.

International and group company transfers of personal data
We are part of an international group of companies and, as such, transfer personal data concerning you to countries outside the EU. Please visit http://www.genpact.com/about-us/regions to see a list of the locations within our corporate group.

We transfer personal data between our group companies and data centers for the purposes explained above. We may also transfer personal data to our third party suppliers outside of the EU.

Your personal data is stored in databases located in India, and on the servers of the cloud-based database management services that Genpact engages, located in India. 

Where we transfer personal data outside of EU, we either transfer personal data to countries that provide an adequate level of protection (as determined by the European Commission) or we have appropriate safeguards in place.  Appropriate safeguards to cover these transfers are in the form of standard contractual/data protection clauses adopted by the European Commission.  Please visit http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=OJ:L:2010:039:0005:0018:EN:PDF to know more about standard contractual/data protection clauses.  

Where we transfer personal data between our group companies we have covered these transfers by entering into standard contractual clauses adopted by the European Commission. If you would like more information on the any of the data transfer mechanisms on which we rely please contact our Data Protection Officer, details available in the contact section below.

Period for which the personal data will be stored
We will only keep your personal data for as long as is reasonably necessary taking into consideration our need to answer queries or resolve problems, any other purpose outlined above or to comply with legal requirements under applicable law(s). This means that we may retain your personal data for a reasonable period after, for example, the end of the contract with the customer you represent, or after your query has been addressed. After this period, your personal data will be deleted from all Genpact systems.

We remind you that you have a right to request to have your personal data deleted at any time. You may opt-out anytime by visiting our subscription center- http://www.genpact.com/form/genpact-subscription-center or write to us Marketing.GDPR@genpact.com.

For more information on where and how long your personal data is stored, and for more information on your rights of erasure and portability, please contact our Data Protection Officer, details available in the contact section below.

Existence of Automated Profiling and Decision Making
We use automated profiling in limited circumstances relating to email campaigns.  As part of our email campaigns, we will track whenever you receive, open, click a link, or share an e-mail you receive from Genpact using a Genpact managed automated solution. The automated solution profiles the information tracked to evaluate your interest towards our service offerings or promotions. This enables us to identify and target potential customers or business partners and provide you with relevant and timely content based on your interests.

Your rights
You have a right to:

  • Request access to your personal data and request details of the processing activities conducted by Genpact.
  • Request that your personal data is rectified if it is inaccurate or incomplete
  • Request erasure of your personal data in certain circumstances.  
  • Request restriction of the processing of your personal data by Genpact in certain circumstances.
  • Object to the processing of your personal data in certain circumstances.
  • Receive your personal data in a structured, commonly used and machine-readable format in certain circumstances. 
  • Lodge a complaint with the relevant supervisory authority.
  • Object to, and not to be subject to a decision based solely on, automated processing (including profiling), which produces legal effects or significantly affects you.
  • Withdraw any consent you have provided to us at any time by contacting us.

Details on subscriptions and preferences selected by/available to you may be viewed in our subscription center-http://www.genpact.com/form/genpact-subscription-center.

To exercise the rights outlined above in respect of your personal data you may submit a data subject request on our portal - https://app-eu.onetrust.com/app/#/webform/6f529743-657b-472f-9f18-b4a49d9cd6a2. In case you face any issues in accessing our portal, you may also write to us at DPO.Genpact@genpact.com.

Changes to our privacy policy
This privacy policy was last updated in MAY 2018 and we will notify you of changes we may make to this privacy policy where required, however we would recommend that you look back at this notice from time to time to check for any updates.

Contact
Genpact is the controller of data for the purposes of GDPR.
If you have any concerns as to how your data is processed, you can contact our Data Protection Officer by writing to DPO.Genpact@genpact.com.