Operational Risk Management 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. Our Approach Genpact combines process expertise, information technology and analytical capabilities with insight gained from deep industry experience for global delivery. We provide end-to-end and specific components or operational risk services aimed at enabling clients to enhance their enterprise wide risk management capabilities (see diagram). Genpact takes a structured approach to operational risk management that starts by reviewing the existing risk management framework. Using Risk Maps, Risk Heat-Maps and control self-assessment, we identify key processes and their inherent weaknesses. This allows us to provide qualitative analysis, identify causes of loss and missing controls, and develop metrics and dashboards for use in forecasting and preventing risk. Through this process we can critically evaluate existing Risk Control Self Assessments (RCSA) already established and recommend and implement improvements. Operational Risk Models are back-tested to determine predictive quality and stress-tested to provide a clearer picture of potential exposures and to verify compliance with industry and regulatory requirements. Client Successes A retailer was experiencing double the fraud rate on online transactions compared to its physical-store transactions on large portfolios. Genpact analyzed online spend pattern to isolate significant fraud predictors upon which referral/denial rules could be formulated. Rules were based on factors such as transactions velocity, cumulative-dollar purchase (both historically and over the last 24 hours), fraud score and tenure of account. Revisiting rules and strategies quarterly yielded a 30 percent overall reduction in incidence, and a 48 percent drop in dollar internet fraud rates.