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Transcript of Research Voc.
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Introduction
EnAble India working with the disabled section of society is seeking to understand the realitiesabout the employment scenario, work life and responsibilities/challenges of different job types
through this research
EnAble India wishes to understand and get the big picture about different industries / sectorsthrough research on World of Employment for the Disabled
EnAble India wishes to know the positioning and the product focus of each of listed sectors inorder to help prepare internal training modules that showcase the various sectors, the kind ofwork environments, the challenges of working in each sector, opportunities available, etc
The findings will be used to create video films, audio modules, power point presentations andinformation documents, which in turn will help achieve the learning objectives stated above
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Introduction
Fourth Wave Foundation undertook an analysis across sectors that were chosen by EnAble Indianamely
a) Organized retail
b) Telecommunication Servicesc) Fast Moving Consumer Goods (FMCG)d) Banking Financial Services & Insurance (BFSI)e) Hospitals, Pathology Laboratories, Allied Servicesf) IT/ITES
Region: Bangalore
Period of consideration for informationlast 2 years
With each of them we studied the sector to understand the industry and the employment potential Industry information Job compendium within the sectors Job process flow
Within each sector a minimum of four to a maximum of seven companies/ organizations werecovered with the objective to obtain a fair understanding of the topic of research with the objective
To conduct personal interviews with HR managers/industry experts/employees/supervisorsfrom the main operations to gather information
Understand the requirements of each type of job within the sector in each company Recruitment policies, salary levels etc
Within these chosen companies, Fourth Wave Foundation has worked towards assessment of jobprofiles that would suit three category mainly emphasized by EnAble India Manual, semi-skilled and skilled categories
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The research has been supplemented with Information from secondary data sources, research files, journals, documents and the Internet Video clips and photographs of various front end and back end of work environments of
companies
Other initiatives: (that do not fall under any specific bracket mentioned above) Worked on furthering the process of creating job opportunities for the disabled with companies
willing to partner with EnAble India on providing candidates to suit the requirements and workon training and development programs
Information Sources: Books, Newspapers, Trade Journals, and White papers, Industry portals, Government
Agencies, Trade associations. Monitoring Industry News and developments, Access to paid databases.
Data: Gathered data, through the three stages, touch and feel, interviews (direct, phone and mail)
and finally, one to one with employees from cross sections of the organization. Data verified by experts and secondary data and research materials on the web
Since the volume of coverage was large in terms of sectors, jobs and processes, the researchfocuses only on job categories that form the major part of the work within the organization.
Introduction
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India will have a demand for 85-90 million people across various sectors, and the majority of thedemand will come from high-growth industries like IT, outsourcing, banking, retail, telecommunicationand healthcare. 18 Jan, 2009 -BCG
As Indian economy booms, the disabled fall behind. World BankDespite enacting landmark legislation to promote the rights of persons with disability in the pastdecade and an increasing awareness of their marginalization, India's actions to promote the rights of8% of its 1.1 billion citizens has been found wanting. 'People with Disabilities in India
Executive Summery:
Content withheld as this is sample
Content withheld as this is sample
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Executive Summery:
Government Initiatives: Awareness Check:
Government departments and public sector undertakings reserve 3 per cent of their posts for disabled persons.
January 17, 2008 :CCEA (Cabinet Committee on Economic Affairs) announced an important and sociallysensitive decision, which will generate 100,000 jobs per annum for persons with disability, the scheme will beapplicable.
The Rs.18 billion proposed amount for the scheme will come from the resources generated by the social justiceand empowerment ministry
Central Government has approved an incentive scheme to employers in the private sector for providing jobs topersons with disabilities, and to promote employment of persons with disabilities in the private sector
Employers recruiting persons with disabilities will be given an incentive in the form of reimbursement ofemployers contribution to the Employees Provident Fund and Employees State Insurance for the first threeyears.
Retail
BFSI
FMCG
TelecommunicationServices
Hospitals and Pharmacy
IT/ITES
Others
Low High
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Elements that drive the varioussectors
Inclusion; Why arent we there yet
Lack of knowledge ofdisability and jobs thatfit various degrees of
disability
Need for rules andregulations that
encourage employment
Customerexpectations are sky-
high in a multi-channelworld
Sensitization /sensitivity mandate:Translate into more demands
Top 3 reasons sited fornon inclusion
Content with held as this is sample
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V H P S/U/M G+/M+/BL
P S M+
H P S M+
P S M+
S M+
P S M+
H P M L
S G
P U M+
S G
H P S G
P S G
P S M+
V P S M+
P S M+
H P S G
H P U M+
P S G
H P U M+
H P S G
H P M L
Area Manager
Cashier
Fresher/ Trainee/ Mang Trainee
Trainer and related jobs
Merchandiser
Store Boy/Handy Boy
Regional Manager
Sales Exec/ Sales Rep
Technical - Manager
Visual Merchandiser
Buyer / Sourcing Manager
Floor Manager
Front Desk
Inventory Control Manager
Operations Officer
Quality Assurance/ Control
Retail Store Manager
Shift Manager
HR/Admin/Finance/Accounts
House Keeping related Jobs
Job Compendium: Organized Retail
*GREEN JOBS:HR executive & related jobsTrainer & related jobsAccountant/accounts assistant& related jobsHousekeeping & related jobsCashier & related jobsFront Office & related jobs
Industry can accommodate
Training will facilitate
*Green Jobs * ( jobs
common across sectors
and companies suitable
for disabled with right set
of skills )
Acquired skill will help in
building a carrier
Company commitment to
train and employ disabled
Crucial contentwithheld as this isfor sample only
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Role/Job Store boy Handy boy HouseKeeping
Quality Shift Mang
Level of language &Communication SkillsEnglish (Speak/Read/Write)
Hindi (Speak/Read/Write)
Local Language (Speak/Read/Write)
Sitting/Standing Job
Mobility Requirements(to move constantly within/ outside the office)
Motor Skills/speed requirements
Ability to work in a T\team
Basic Analytical Skills
Physical Strength
Ability to work long hours
Minimum qualification
Requirements of Unskilled/ Manual Jobs
Organized Retail
Language and Communication Skills: Speak being the basic requirementYes: ability to speak read and write moderate
Read and write are additional and not mandatory where speak is specified
Content withheld this is sample
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Analyze suitable /unsuitable for a person withVisual ImpairmentHearing Impairment
Physical Disability
Store boy Handy boy House Keeping Quality Shift Mang
Experience required at the time of hiring
Training given on joining in general terms
Key Challenges/Stresses of the role
Main success factors for the role
Typical working hours
Realistic salary (Average industry level)
Opportunities for personal growth
Reasons why some people do not do well in therole
On salary levels :Average salary
Salary for a fresherBonus/OT
Any concession for PWD
Organized Retail
Requirements of Unskilled/ Manual Jobs
Degree of Impairment/disability for specific jobs to be decided by Enable India.
Content withheld as this is sample
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Role/Job Front off CSR /cash Sales SM/ASM Merc/A Merc
Level of language &Communication Skills
English (Speak/Read/Write)
Hindi (Speak/Read/Write)
Local Language Speak/Read/Write)
Computer Skills (Please Specify in detail)
Analytical Skills
Accounting Skills
Other Specialized Skills
Requirements for Semi-skilled/skilled Jobs
Organized Retail
Language and Communication Skills: Speak being the basic requirement
Yes: ability to speak read and write moderate
Read and write are additional and not mandatory where speak is specified
Content withheld as this is sample
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Analyze suitable for a personwith
Visual ImpairmentHearing ImpairmentPhysical Disability
Front off CSR /cash Sales SM/ASM Merc/A Merc
Experience required at thetime of hiring
Training given on joining
Key Challenges/Stresses ofthe role
Main success factors for therole
Typical working hours
Realistic salary
Opportunities for personalgrowth
Reasons people do not dowell
On salary levels :Average salarySalary for a fresherBonus/OT
Organized Retail
Requirements for Semi-skilled/skilled Jobs
Degree of Impairment/disability for specific jobs to be decided by Enable India.
Content withheld as this is sample
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BFSI
Banking, Financial Services and Insurance (BFSI)
Banking is the most dominant sector of the financial system in India. Banking, financial services and insurance (BFSI) comprise 38 per cent of the outsourcing
industry in India (worth $47.8 billion in 2007). Outsourced services from the BFSI domain include customer support, software and solutions
required for core banking, various banking processes like mortgage loan processing, applicationprocessing, verifications, market analysis, financial statement analysis etc.
Size:
Indian banking sector will grow at a healthy compound annual growth rate (CAGR) of around23.3 per cent till 2011.
Outsourcing by the BFSI segment in India is expected to grow at an annual rate of 3035 percent.
Products and Services:
Retail banking - financial services provided by the high-street banks for individual customers andsmall businesses through their branch network.
Investment banking - covers the provision of specialized financial services and advice toindustrial, commercial and government clients.
Private banking - specialist banks offering services to high net-worth individuals (the wealthy).The range of financial services offered is wide and can be tailored to the needs of the customer;for e.g., asset management, estate planning, etc.
Insurance Companies: analyzing client needs and negotiating the best deal with insurancecompanies, insurers spreading their risk by taking on their own insurance against their claims.
Industry Information:
BFSI
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Industry trends and Customer Segment:
Customers in the BFSI sector are people looking for banking and money transaction servicesthrough banks, financial management, financial support, making deposits, long term moneymanagement services, investment planning, insurance on life, medical, property, accidents, etc.
Recruitment Policies:
Most companies welcome applications from all subject disciplines, although a numerate subjectsuch as economics, finance or mathematics can be particularly relevant.
An IT degree is usually required for technology related jobs.
Most employers seek a minimum of 2 years work experience . Employers look for a genuine interest in and understanding of the profession, so it is important to
keep informed and up to date on market developments.
Company rules:
Many companies now offer work experience and internships to students in their final year. Internships are increasingly seen as an important entry step, with many employers aiming to make
employment offers at the end of the internship.
Internships can be a great way to gain valuable experience and insight into both the company andthe industry, and can often be paid.
Banking and Investment reports that 85% of banking and investment organizations have offeredinternships in 2007.
Competition for internships is fierce and often involve an interview process. Most companies advertise schemes on their websites. An internship can be obtained by networking with people who already have contacts in the sector.
BFSIIndustry Information:
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Opportunities in Indian Banking Sector
NonVoice BPO into non-core and core insurance services. Core insurance services are industry specific operational areas such as underwriting,
policyholder and agent services, and claims processing. Non-core services include areas such as HR and benefits administration, as well as enterprise
services like property management and purchasing.
Candidate profile:
Career path and movement across the sector is not well defined. There are increasing opportunities for career development internationally, particularly in emerging
markets such as Asia.
This sector has disabled-friendly jobs for the skilled category. Encourages employment of the disabled through specific mentions in job openings.
Criteria for selection of candidates:
Will need to demonstrate personal qualities such as leadership, commercial awareness, initiative,drive, motivation and team-work.
After selection:
Graduates enter as trainees, and for those that can demonstrate commitment, dedication andresults, the sector offers great opportunities for fast progression to senior managerial positions.
Schemes offer rotations around various functions and departments so that graduates canexperience different areas before choosing their specialization.
Salaries:
Graduates entering banking can expect to receive an average starting salary of Rs. 15,000 p.m.and it can be as high as Rs. 25000 p.m., particularly in investment banking.
Banks in particular are offering more competitive starting salaries to graduates than ever before.
BFSIIndustry Information:
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Professionals in industry:
The BFSI industry offers a wide range of jobs, including sales, surveying, claims handling andinvestigation, underwriting, risk management, investment management, and pensionsmanagement.
Companies also recruit for general management functions such as accountancy, marketing,management services and personnel.
This sector does not have job openings for the unskilled and manual job categories unless theyare part of non-banking related administration, housekeeping and facilities maintenance.
Responsibilities/challenges in different job types:
(we have dealt with job types that contr ibu tes to 60% of th e process)
Language is viewed as increasingly valuable as the whole sector operates in a global market place.Roles may often involve working with colleagues and clients in different countries. Graduate and Post Graduate schemes are usually very structured so that progression and
development within the company are clear. Many employers offer additional benefits such as a sign-on bonus (lump sum of money on
joining the company), gym membership and a company bonus scheme.
Working hours in this sector can be notoriously long, particularly for new graduates. In investment banking, it is not unusual for analysts (entry-level graduates) to work 12-hours a
day or longer.
BFSIIndustry Information:
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Job Flow Chart: Various Verticals within BFSIBFSI
Ensure Customer Information and Data Security Improve Customer Service Quality
Improve Customer Retention Manage Customer Service Expectations and Costs
- GeneralCustomerservice
- Frauddetection
- Cross selling,up selling
- Customeranalytics forretention, crossselling, newproduct offering
- Accountadministration
- Processingcustomerrequests
- Processingrefunds
Deliverycapability
-Telephone- -Web Chat- -Email- -Fax-Channels
Credit Cards Mortgages Retail Banking Property & Casualty Telecom & Media
- Remittanceprocessing
- Renewals,endorsements
- Billing
- General enquiries
- Informationrequests
- Customer service
- Welcome calls
- Accountmanagement
- Technical support
- Billing/ help desksupport
- Customerretention/ saves
- Maintenance ofaccount
- Account enquiries
- Address change
- Credit requests
- Statement requests
- E-mail servicesupport
- Correspondence andfax
The Job flow chart within each vertical and each process in the vertical is extensive.
FWF has dealt with job flow for one vertical in BFSI: Retail Banking
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Process flow of Retail Banking structure:
Account Management related jobs: : Comprise almost 70% of the workforce. 90% in this processhave desk jobs.Channels/medium used: Web Chat, Voice based, E-mail.
Retail Banking:Kinds of Services: Savings, Current, Loans, DD, Debit cards, Foreign currency transaction
Acquisition of accounts--Lead generation--Outbound and inbound sales--Filling form--Tracking application--Credit evaluation
Servicing of accounts
--Electronic relationship management-- Account administration activities-- Default management-- Reconciliation services
* Green jobs Human Resource: Personnel, Training
Technology: Information Technology
BFSIProcess Flow
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BFSI
Faster Product
Introductions
Expanding Customer
Base
Continuous
Innovation
Capitalising on
Newer Technologies
Acquisition of Account Servicing of Account
-- Lead generation
-- Outbound and inbound sales-- Filling form
-- Tracking application
-- Credit evaluation
-- Electronic relationship management
-- Account administration activities
-- Default management
-- Reconciliation services
BusinessProcess
Capability
Web chat, Voice, White mailChannels
Savings & Current accounts, Loans, Demand drafts, Debit cards,
Foreign currency transactionsProduct/Segment
Expertise
Job Flow/Process: Retail Banking
This is a sample of similar job types within BFSI that are desk bound
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Common Jobs in BFSI: e.g.: Billing and Collection
Early Stage Services Late Stage Services
ClosurePre-charge
off
1stparty
collections
Early
collections
calling
Skip
Tracking
Pre-charge
off
3rd party
collections
Late
collections
calling
Banking & Financial
Services
Credit
Cards
Retail
Banking
Mortgage Insurance
BFSI
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Financial Services Job Process chart
IncreasingCustomer Base
CustomerRetention
ProcessQuality
MigratingRisks
CustomerAcquisition
Customer Service &Fulfillment
Back Office TransactionProcessing
Collections
Credit
Cards- Direct marketing
- Outbound
telemarketing
- Inboundtelemarketing
- Up & Crossselling
- Account maintenance
- Contact details
- Payment options
- Account closure
- Query management
- Transaction related
- Payment related
- Product related
- Helpdesk activities
- Interactive services(Email/ Web chat)
- Disputes andcomplaints resolution
- Cross Selling
- Mortgage origination
- Remittance processing
- Item processing- Loan vault conversion
- Claims processing
- Adjudication
- Re-pricing
- Settlement
- Disputed claims
processing
- Early stagecollections
- 1st
party- Pre-charge off
- Late stage
collections
- 3rdpartycollections
- Skip tracking
Custody
RetailBanking
Mortgage
Generaland Life
Insurances
Research & Analysis
BFSI
BFSI
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V H P S/U/M G+/M+/BL
V
V
Interactive services
Quality
Job Compendium:
*GREEN JOBS:HR executive & related jobsTrainer & related jobsAccountant/accounts assistant& related jobsHousekeeping & related jobsCashier & related jobsFront Office & related jobs
Industry can accommodate
Training will facilitate
*Green Jobs * ( jobs
common across sectors
and companies suitable for
disabled with right set of
skills )
Acquired skill will help in
building a carrier
Company commitment to
train and employ disabled
Core Jobs
Audit
Treasury Marketing FOREX
Corporate Banking Officer
Credit Analyst
FOREX Dealer
Business//Credit Research Analyst
Compliance & Control
Customer Relation Jobs
Billing/Collections
In bound out bound calls
Back Office transaction processing
Relationship Manager
Phone Banking Officer
Product Manager
Account related
Acquisition
Servicing
BFSI
Content withheld as this is sample
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Learning
There needs to be a constructive dialogue between workers and management sensitizing bothsegments about dealing and working along disabled co-workers
Various sectors are large entry points for disabled to enter mainstream work environments
Ex: Retail Industry, there are large openings at the store and backend processes that could bestarting points for enrolling them
Sectors like IT and ITes have well defined and explicitly clear policies that encourage disabledpeople to apply and ensures equal employment opportunities
Various organizations have a clause that say they are equal employment opportunity employers butare not clear about interview to employment process that handle this segment
Sensitization drives need to address various factors: Employers to make mentions of opportunities for disabled Mention clearly the degree of disability they think will fit the particular job opening Kinds of disability that would suit the job profile etc
Make organizations disabled friendly
Rest/wash rooms, ramps, lifts etc
Due to the unique nature of each individual's employment situation and medical conditions it isdifficult to provide jobs that fit right, therefore encourage part time employment till they archivedesired performance levels
Pay will not be lower than that required by local law or, in the absence of a law, the level paidgenerally within that industry