SECTOR: BANKING, FINANCIAL SERVICES AND INSURANCE (BFSI)

Transcription

1 QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR BFSI INDUSTRY Contents What are Occupational Standards(OS)? OS describe what individuals need to do, know and understand in order to carry out a particular job role or function OS are performance standards that individuals must achieve when carrying out functions in the workplace, together with specifications of the underpinning knowledge and understanding Contact Us: BFSI Sector Skill Council of India, PS-26, 2nd Floor, P. J. Towers, Dalal Street, Mumbai operations@bfsissc.com 1. Introduction and Contacts... P1 2. Qualifications Pack... P2 3. Glossary of Key Terms.... P3 4. OS Units P5 5. Nomenclature for QP & OS..... P28 6. Assessment Criteria for each NOS P30 Qualifications Pack: BFSI Process Lead SECTOR: BANKING, FINANCIAL SERVICES AND INSURANCE (BFSI) SUB-SECTOR: BFSI PROCESSING OCCUPATION: Operations REFERENCE ID: BSC/Q7101 ALIGNED TO: NCO-2015/ NIL Introduction Brief Job Description: BFSI Process Lead is responsible for managing back-office processing and meeting client deliverables as per the service level agreement either as a captive unit or general processing unit, both domestic and international. The individual at work ensures process integrity for an assigned activity such as transactions, risk management, credit and reconciliation; enables processes so that team meets targets in time; enhances account retention; manages non-performing accounts; and drives the overall vision for the product. Personal Attributes: The job requires the individual to work at odd hours and on computer for long hours; and have eye for detail, analytical bent of mind, good interpersonal abilities, and self-motivation. 1

2 Job Details Qualifications Pack For BFSI Process Lead Qualifications Pack Code BSC/Q7101 Job Role BFSI Process Lead Credits(NSQF) TBD Version number 1.0 Sector BFSI Drafted on 17/07/16 Sub-sector BFSI Processing Last reviewed on 23/08/17 Occupation BFSI Process Operations Next review date 31/08/20 NSQC Clearance on DD/MM/YYYY Effective from date NA Job Role Role Description NSQF level Minimum Educational Qualifications Maximum Educational Qualifications Prerequisite License or Training Minimum Job Entry Age Experience Applicable National Occupational Standards (NOS) BFSI Process Lead Ensure process integrity for assigned activity such as transactions, risk management, credit and reconciliation; enable processes so that team meets targets in time; enhance account retention; manage non-performing accounts; and drive the overall vision for the product 6 Graduate Not Applicable Not Applicable 21 years Minimum preferable 3 years as BFSI Process Consultant Compulsory: 1. BSC/N7102 Manage process operations 2. BSC/N7103 Deliver as per SLA 3. BSC/N9902 Communicate effectively and achieve customer satisfaction 4. BSC/N9903 Maintain integrity and ethics 5. BSC/N9904 Focus on teamwork Performance Criteria As described in the relevant OS units 2

3 Definitions Keywords /Terms Core Skills/Generic Skills Function Job role Knowledge and Understanding National Occupational Standards (NOS) Occupation Organisational Context Performance Criteria Qualifications Pack(QP) Qualifications Pack Code Scope Sector Sub-Sector Sub-functions Technical Knowledge Qualifications Pack For BFSI Process Lead Description Core Skills or Generic Skills are a group of skills that are key to learning and working in today's world. These skills are typically needed in any work environment. In the context of the NOS, these include communication related skills that are applicable to most job roles. Function is an activity necessary for achieving the key purpose of the sector, occupation, or area of work, which can be carried out by a person or a group of persons. Functions are identified through functional analysis and form the basis of NOS. Job role defines a unique set of functions that together form a unique employment opportunity in an organization. Knowledge and Understanding are statements which together specify the technical, generic, professional and organizational specific knowledge that an individual needs in order to perform to the required standard. NOS are Occupational Standards which apply uniquely in the Indian context Occupation is a set of job roles, which perform similar/related set of functions in an industry. Organisational Context includes the way the organization is structured and how it operates, including the extent of operative knowledge managers have of their relevant areas of responsibility. Performance Criteria are statements that together specify the standard of performance required when carrying out a task. Qualifications Pack comprises the set of NOS, together with the educational, training and other criteria required to perform a job role. A Qualifications Pack is assigned a unique qualification pack code. Qualifications Pack Code is a unique reference code that identifies a qualifications pack. Scope is the set of statements specifying the range of variables that an individual may have to deal with in carrying out the function which have a critical impact on the quality of performance required. Sector is a conglomeration of different business operations having similar businesses and interests. It may also be defined as a distinct subset of the economy whose components share similar characteristics and interests. Sub-sector is derived from a further breakdown based on the characteristics and interests of its components. Sub-functions are sub-activities essential to fulfil the achieving the objectives of the function. Technical Knowledge is the specific knowledge needed to accomplish specific designated responsibilities. 3

4 Acronyms Qualifications Pack For BFSI Process Lead Keywords /Terms DMS ERP HR IPR NSQF QP OS OH&S SLA SOP SRP TAT Description Data Management System Enterprise Resource Planning Human Resources Intellectual Property Rights National Skills Qualifications Framework Qualification Pack Occupational Standards Occupational Health and Safety Service Level Agreement Standard Operating Procedure Service Resource Planning Turnaround time 4

5 BSC/N7102 Manage process operations Overview This unit is about managing back-office operations for banking, trading, insurance, fundmanagement, or investment-banking company. 5

6 National Occupational Standard BSC/N7102 Unit Code Unit Title (Task) Description Scope Manage process operations BSC/N7102 Manage process operations This OS unit is about managing back-office operations for banking, trading, insurance, fund-management or investment-banking company This unit/task covers the following: Manage payments and reconciliation Manage service through voice support Performance Criteria(PC) w.r.t. the Scope Element Managing payment and reconciliation Managing service through voice support Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company / organization and its processes) B. Technical Knowledge Range: SRP, ERP software, MS Office (Word, Excel, PowerPoint) Performance Criteria To be competent, the user/ individual must be able to: PC1. execute procure to pay, order to cash and record to report PC2. receive, scan and index all invoices PC3. process/ update all invoices by entering into database PC4. review and reconcile invoices PC5. follow up with banks for payments PC6. ensure maker-checker process integrity for each product or service PC7. ensure clear process flow for indexing PC8. sample check database entries as per company s policy PC9. flag any problems to designated team members or seniors PC10. seek feedback from interim clients or stakeholders for and corrective action PC11. check accuracy of records for reporting To be competent, the user/ individual must be able to: PC12. check if mandated to make voice call for payments and do follow-up PC13. ensure compliance of standard operating procedures laid down by company The individual on the job needs to know and understand: KA1. company s policy and work instructions on compliance and ethical behaviour KA2. existing legal requirements as set down by the regulator KA3. company s HR policies KA4. company s rules related to sexual harassment KA5. risk and impact of not following defined procedures and rules KA6. importance of the individual s role in the workflow KA7. reporting structure The individual on the job needs to know and understand: KB1. fundamentals of accounting, especially, accounts receivables and payables KB2. concepts of transaction processing, reconciliation, due-diligence and ledger KB3. risk management and validation tools KB4. financial instruments and products KB5. different types of financial institutions and their operations KB6. processing requirements of different types of financial products 6

7 BSC/N7102 Manage process operations Skills (S) A. Core Skills/ Generic Skills KB7. regulatory requirements in the host/ client s country KB8. filing and record maintenance KB9. turnaround time for collecting and forwarding documents KB10. modes of receiving documents, electronic and physical KB11. use of tools such as Document Management System KB12. document storage and maintenance KB13. operation of internal databases and software for processing KB14. different types of financial securities and classifications KB15. trading related terminologies KB16. corporate actions taken by issuing entities and their impact on cash flows KB17. work flow process involved in trade execution and trade settlement KB18. use of financial databases and import of data for analysis KB19. SRP/ ERP software, SAP/ Oracle KB20. SOP screens, to do list KB21. workflows such as indexing queues, processing queues, policy analysis queues Reading Skills The user/individual on the job needs to know and understand how to read: SA1. product related journals and updates SA2. documents for processing SA3. regulations and rules for processing Writing Skills The user/individual on the job needs to know and understand how to: SA4. prepare workflows and reports SA5. draft instructions for team SA6. send mailers and written letters Oral Communication (Listening and Speaking skills) The user/individual on the job needs to know and understand how to: SA7. listen to and speak with team members SA8. communicate with clients B. Professional Skills Decision Making The user/individual on the job needs to know and understand how to: SB1. suggest policy or process changes SB2. take team related decisions, e.g., work allocation, remedies and due-diligence Plan and Organize The user/individual on the job needs to know and understand how to: SB3. schedule the sequence of work process so as to meet deadlines SB4. organize individual work process and co-ordinate with team members across geographies Customer Centricity The user/individual on the job needs to know and understand how to: SB5. resolve escalated client queries SB6. meet accuracy, security and timelines for deliverables 7

8 BSC/N7102 Manage process operations Problem Solving The user/individual on the job needs to know and understand how to: SB7. consult with experts and senior team in resolving complex queries SB8. attend to system related delays or work flow disruptions Analytical Thinking The user/individual on the job needs to know and understand how to: SB9. analyse records and reports for client retention and process improvements SB10. analyse and understand changes in regulatory environment and impact on operations Critical Thinking The user/individual on the job needs to know and understand how to: SB11. maintain process integrity for greater client satisfaction SB12. maintain security of information for company s reputation 8

9 BSC/N7102 Manage process operations NOS Version Control NOS Code BSC/N7102 Credits(NSQF) TBD Version number 1.0 Industry BFSI Drafted on 17/07/16 Industry Sub-sector BFSI Process Operations Last reviewed on 23/08/17 Occupation Operations Next review date 31/08/20 9

10 BSC/N7103 Deliver as per SLA Overview This unit is about making sure that deliverables are met as per service level agreement and client retention is high. 10

11 National Occupational Standard BSC/N7103 Deliver as per SLA Unit Code Unit Title (Task) Description Scope BSC/N7103 Deliver as per SLA This OS unit is about making sure that deliverables are met as per service level agreement with BFSI clients so that retention is high This unit/task covers the following: Meet SLA targets and turnaround time Manage client accounts Performance Criteria(PC) w.r.t. the Scope Element Meeting SLA targets Range: SRP, ERP software, MS Office (Word, Excel, PowerPoint) Performance Criteria To be competent, the user/ individual must be able to: PC1. carefully read and understand the SLA requirements of clients in detail PC2. interact with client for detailed discussion on deliverables and timelines PC3. plan workflow, systems and documentation availability PC4. ensure that people and systems operate smoothly PC5. stratify and allocate work PC6. ensure training of team members for product knowledge updates PC7. ensure security, accuracy and timeliness of delivery PC8. suggest process improvements and policy evolution PC9. interact with client for interim feedback and limitations PC10. ensure maintenance of ledgers, records and required documents for process integrity PC11. train team in up-selling services and handling complex transactions PC12. supervise team for achieving team targets Managing client accounts To be competent, the user/ individual must be able to: PC13. interact with clients for experience feedback for enhanced delivery of services PC14. review and help in recovering non-performing accounts PC15. escalate unresolved queries to concerned departments PC16. support internal transformation initiatives of company PC17. participate in weekly or monthly reviews for team performance PC18. provide suggestions to seniors for programme improvements, defect reduction and new ideas PC19. achieve prescribed quality standards for client handling, retention and satisfaction Knowledge and Understanding (K) A. Organizational Context (Knowledge of the The individual on the job needs to know and understand: KA1. company s policy and work instructions on compliance and ethical behaviour KA2. existing legal requirements as set down by the regulator KA3. company s HR policies 11

12 BSC/N7103 company / organization and its processes) KA4. KA5. KA6. KA7. Deliver as per SLA company s rules related to sexual harassment risk and impact of not following defined procedures and rules importance of the individual s role in the workflow reporting structure B. Technical Knowledge Skills (S) A. Core Skills/ Generic Skills The individual on the job needs to know and understand: KB1. fundamentals of accounting, especially, accounts receivables and payables KB2. concepts of transaction processing, reconciliation and due-diligence and ledger KB3. risk management and validation tools KB4. financial instruments and products KB5. different types of financial institutions and their operations KB6. processing requirements of different types of financial products KB7. regulatory requirements in the host/ client s country KB8. filing and record maintenance KB9. turnaround time for collecting and forwarding documents KB10. modes of receiving documents, electronic and physical KB11. use of tools such as Document Management System KB12. document storage and maintenance KB13. operation of internal databases and software for processing KB14. different types of financial securities and classifications KB15. trading related terminologies KB16. corporate actions taken by issuing entities and their impact on cash flows KB17. work flow process involved in trade execution and trade settlement KB18. use of financial databases and import of data for analysis KB19. use of software: SRP, ERP, SAP/ Oracle KB20. sop screens, to do list KB21. workflows such as indexing queues, processing queues, policy analysis queues Reading Skills The user/individual on the job needs to know and understand how to read: SA1. product related journals and updates SA2. documents for processing SA3. regulations and rules for processing Writing Skills The user/individual on the job needs to know and understand how to: SA4. prepare workflows and reports SA5. draft instructions for team SA6. send mailers and written letters 12

13 BSC/N7103 Deliver as per SLA B. Professional Skills Decision Making Oral Communication (Listening and Speaking skills) The user/individual on the job needs to know and understand how to: SA7. listen to and speak with team members SA8. communicate with clients The user/individual on the job needs to know and understand how to: SB1. suggest policy or process changes SB2. take team related decisions, e.g., work allocation, remedies and due-diligence Plan and Organize The user/individual on the job needs to know and understand how to: SB3. schedule the sequence of work process so as to meet deadlines SB4. organize individual work process and co-ordinate with team members across geographies Customer Centricity The user/individual on the job needs to know and understand how to: SB5. resolve escalated client queries SB6. meet accuracy, security and timelines for deliverables Problem Solving The user/individual on the job needs to know and understand how to: SB7. consult with experts and senior team in resolving complex queries SB8. attend to system related delays or work flow disruptions Analytical Thinking The user/individual on the job needs to know and understand how to: SB9. analyze records and reports for client retention and process improvements SB10. analyze and understand changes in regulatory environment and impact on operations Critical Thinking The user/individual on the job needs to know and understand how to: SB11. maintain process integrity for greater client satisfaction SB12. maintain security of information for company s reputation 13

14 BSC/N7103 Deliver as per SLA NOS Version Control NOS Code BSC/N7103 Credits(NSQF) TBD Version number 1.0 Industry BFSI Drafted on 17/07/16 Industry Sub-sector BFSI Processing Last reviewed on 23/08/17 Occupation BFSI Process Operations Next review date 31/08/20 14

15 BSC/N9902 Communicate effectively and achieve customer satisfaction Overview This unit is about communicating effectively with customers and colleagues and promoting customer-centric service for achieving higher customer satisfaction. 15

16 National Occupational Standard BSC/N9902 Communicate effectively and achieve customer satisfaction Unit Code Unit Title (Task) Description Scope BSC/N9902 Communicate effectively and achieve customer satisfaction This OS unit is about communicating effectively with customers and colleagues and promoting customer-centric service for achieving higher customer satisfaction This unit/task covers the following: Communicate with BFSI customers, superior and colleagues Maintain service orientation Performance Criteria(PC) w.r.t. the Scope Element Communicating with BFSI customers, superiors and colleagues Maintaining service orientation Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company / organization and its processes) Performance Criteria To be competent, the user/ individual must be able to: PC1. listen attentively and paraphrase effectively in order to understand precise requirements of customer, superior or colleague PC2. be sensitive to: language, gender, cultural and social differences in addressing customers, superiors and colleagues PC3. maintain: positive attitude, correct body language, dress code, gestures and etiquette PC4. understand work output requirements, targets, performance indicators and incentives and receive feedback on work performance with positive attitude PC5. cooperate, coordinate, and collaborate to achieve shared goals To be competent, the user/ individual must be able to: PC6. organize regular feedback collection as per company s SOP PC7. address problems by educating, eliminating or escalating PC8. aim to gain customer loyalty and satisfaction PC9. ensure clarity, honesty and transparency in dealing with the clients PC10. avoid mis-selling and misinforming PC11. focus on enhancing brand value of company through superior customer service The user/individual on the job needs to know and understand: KA1. company s policies on HR and personnel management KA2. company s HR policies KA3. company s rules related to sexual harassment KA4. company s reporting structure KA5. company s documentation policy KA6. company s customer profile and service standards KA7. company s policy on regulatory compliance 16

17 BSC/N9902 B. Technical Knowledge Skills (S) A. Core Skills/ Generic Skills Communicate effectively and achieve customer satisfaction The user/individual on the job needs to know and understand: KB1. methods for effective communication with various categories of people in different departments KB2. significance of team coordination to achieve revenue and productivity targets of the organisation KB3. the use of computer or handheld device to communicate effectively and productively KB4. significance of helping colleagues with specific issues and problems KB5. importance of meeting quality and time standards as a team KB6. how to practice effective listening KB7. communicate effectively with customers KB8. importance of documenting customer interactions as per SOP KB9. effective use of voice tone and pitch for communication KB10. how to demonstrate ethics and convey discipline to the customers KB11. how to build effective working relationship with mutual trust and respect within the team KB12. importance of dealing with grievances effectively and in time KB13. service benchmarks and specified regulatory standards KB14. significance of treating customers with respect and in a professional manner KB15. importance of gaining customer satisfaction KB16. methods of engaging with the customers effectively and professionally KB17. ways to improve company s customer satisfaction rating KB18. prevailing market standards of customer satisfaction KB19. standard operating procedure (SOP) for service delivery KB20. the variety of common and unscheduled requests to expect KB21. significance of being transparent and courteous under all circumstances involving customer interaction without losing composure Reading Skills SA1. read company policy and standard work related documents SA2. read s and letters Writing Skills SA3. fill up documentation pertaining to interactions SA4. write Minutes of Meeting, mails and memos Oral Communication (Listening and Speaking skills) SA5. interact with team members to work efficiently SA6. communicate effectively with superior to achieve smooth workflow SA7. communicate effectively with the customers to build a good rapport with them SA8. use language that the customer or colleague understands SA9. use the communications systems of the company, e.g., telephone, fax, public 17

18 BSC/N9902 Communicate effectively and achieve customer satisfaction announcement systems SA10. and use Internet for communicating SA11. use of audio-visual aids to communicate complex issues B. Professional Skills Decision Making SB1. spot and communicate potential areas of disruptions to work process and report the same SB2. report to supervisor and/or deal with a colleague individually, depending on the type of concern Plan and Organize SB3. prepare a list of things to discuss with colleague and superior for comprehensive discussions SB4. address specific queries of privileged or High Net-worth customers on priority SB5. complete task on time using proper software aids Customer Centricity SB6. make the customer comfortable by communicating effectively to complete service requests SB7. address queries and concerns in a calm and collected manner SB8. escalate client concerns that are beyond the scope of handling Problem Solving SB9. resolve interpersonal issues with superiors and colleagues by communicating in time, in order to achieve smooth workflow SB10. coordinate with different departments and multi-task as necessary SB11. contribute to quality of team work and achieve smooth workflow SB12. share work load as required SB13. delegate work in consultation with superior or as necessary instead of allowing work to pile up Analytical Thinking SB14. analyse communication patterns with colleagues and customers to improve outcomes and deal with situations Critical Thinking SB15. improve work processes by interacting with others and adopting best practices SB16. resolve recurring inter-personal or system related conflicts with colleagues that hinder service SB17. act upon constructively on any problems as pointed by customers or superiors SB18. handle personality clashes effectively 18

19 BSC/N9902 Communicate effectively and achieve customer satisfaction NOS Version Control NOS Code BSC/N9902 Credits(NSQF) TBD Version number 1.0 Industry BFSI Drafted on 17/07/16 Industry Sub-sector BFSI Processing Last reviewed on 23/08/17 Occupation BFSI Process Operations Next review date 31/08/20 19

20 BSC/N9903 Maintain integrity and ethics Overview This unit is about maintaining integrity of transactions, ensuring data security, and practicing ethical behaviour. 20

21 National Occupational Standard BSC/N9903 Unit Code Unit Title (Task) Description Scope Maintain integrity and ethics BSC/N9903 Maintain integrity and ethics This OS unit is about maintaining integrity of transactions, ensuring data security, and practicing ethical behaviour This unit/task covers the following: Maintain integrity of transactions and ensure data security Practice ethical behaviour Performance Criteria(PC) w.r.t. the Scope Element Maintaining integrity of transactions and ensuring data security Performance Criteria To be competent, the user/ individual must be able to: PC1. refrain from indulging in unfair trade and/or corrupt practices PC2. maintain records meticulously as per company s policy, follow prescribed rules and regulations and ensure transparent dealings PC3. avoid using company s funds, property or resources for undertaking personal activities PC4. protect customer s information and avoid IP infringement PC5. protect data and information related to business or commercial decisions Practising ethical behaviour To be competent, the user/ individual must be able to: PC6. avoid misrepresentation or misinformation PC7. demonstrate and practice ethics in day-to-day processes and dealings with customers and colleagues PC8. avoid defaming products and services of companies in competition PC9. consult supervisor or senior management when in situations that may require differentiating between ethical and unethical Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company / organization and its processes) B. Technical Knowledge The user/individual on the job needs to know and understand: KA1. company s policies on use of language KA2. company s Human Resources policies KA3. company s rules related to sexual harassment KA4. company s reporting structure KA5. company s documentation policy KA6. company s customer profile The user/individual on the job needs to know and understand: KB1. company s code of conduct and business ethics KB2. IPR law and regulation in India 21

22 BSC/N9903 KB3. Maintain integrity and ethics company s code of conduct and ethics Skills (S) A. Core Skills/ Generic Skills B. Professional Skills Reading Skills The individual on the job needs to know and understand how to: SA1. read company policy documents and work related documents SA2. read s Writing Skills The individual on the job needs to know and understand how to: SA3. fill up documentation pertaining to job requirement Oral Communication (Listening and Speaking skills) The individual on the job needs to know and understand how to: SA4. interact with team members to work efficiently SA5. communicate with customers about information security and build trust Decision Making The individual on the job needs to know and understand how to: SB1. take appropriate action in a vulnerable situation Plan and Organize The individual on the job needs to know and understand how to: SB2. plan and organise steps/ actions as per company s guidelines, if any fraud is noticed in the company Customer Centricity The individual on the job needs to know and understand how to: SB3. prevent customer information leakage Problem Solving The individual on the job needs to know and understand: SB4. advise or guide colleagues how to deal with sensitive issues in their department or company Analytical Thinking The individual on the job needs to know and understand: SB5. basics of what constitutes information infringement SB6. penalties to company or individual on evidence of fraud or law violations Critical Thinking The individual on the job needs to know and understand how to: SB7. improve information and assets related safety and adopting best practices SB8. resolve mis-happenings related to information security by reporting in time 22

23 BSC/N9903 Maintain integrity and ethics NOS Version Control NOS Code BSC/N9903 Credits(NSQF) TBD Version number 1.0 Industry BFSI Drafted on 17/07/16 Industry Sub-sector BFSI Processing Last reviewed on 23/08/17 Occupation BFSI Process Operations Next review date 31/08/20 23

24 BSC/N9904 Focus on teamwork Overview This unit is about developing healthy team climate and contributing to building effective team for smooth workflow and target achievement in time. 24

25 National Occupational Standard BSC/N9904 Unit Code Unit Title (Task) Description Scope BSC/N9904 Focus on teamwork Focus on teamwork This OS unit is about developing healthy team climate and contributing to building effective team for smooth workflow and target achievement in time This unit/task covers the following: Develop healthy team climate Build effective team Performance Criteria(PC) w.r.t. the Scope Element Developing healthy team climate Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company / organization and its processes) B. Technical Knowledge Performance Criteria To be competent, the user/ individual must be able to: PC1. share relevant inputs, feedback and insights to build mutual trust PC2. exchange, defend and rethink ideas PC3. support team members to accomplish goals PC4. facilitate group decision making and deal productively with conflict The user/individual on the job needs to know and understand: KA1. company s policies on HR and personnel management KA2. company s HR policies KA3. company s rules related to sexual harassment KA4. company s reporting structure KA5. company s documentation policy KA6. company s customer profile and service standards KA7. company s policy on regulatory compliance The user/individual on the job needs to know and understand: KB1. methods for effective communication with various categories of people in different departments KB2. significance of team coordination to achieve revenue and productivity targets of the organisation KB3. significance of helping colleagues with specific issues and problems KB4. importance of meeting quality and time standards as a team KB5. how to practice effective listening KB6. how to build effective working relationship with mutual trust and respect within the team KB7. significance of treating people with respect and in a professional manner KB8. significance of sharing and defending ideas KB9. importance of constructive feedback 25

26 BSC/N9904 Skills (S) A. Core Skills/ Generic Skills Focus on teamwork Reading Skills SA1. read company policy and standard work related documents SA2. read s and letters Writing Skills SA3. fill up documentation pertaining to interactions SA4. write Minutes of Meeting, mails and memos Oral Communication (Listening and Speaking skills) SA5. interact with team members to work efficiently SA6. communicate effectively with team members to achieve smooth workflow SA7. and use Internet for communicating SA8. use of audio-visual aids to communicate complex issues B. Professional Skills Decision Making SB1. deal with a colleague individually, depending on the type of concern Plan and Organize SB2. prepare notes of things to be discussed and elicit points discussed after the meeting Customer Centricity SB3. accomplish goals by supporting team members Problem Solving SB4. spot and communicate potential areas of disruptions to work process and resolve them SB5. coordinate and cooperate with team members SB6. share work load as required SB7. delegate tasks in terms of work load and skills Analytical Thinking SB8. analyse team member s behaviour and deal accordingly Critical Thinking SB9. improve work processes by sharing ideas and improvising them SB10. resolve conflicts SB11. handle personality clashes effectively 26

27 BSC/N9904 Focus on teamwork NOS Version Control NOS Code BSC/N9904 Credits(NSQF) TBD Version number 1.0 Industry BFSI Drafted on 17/07/16 Industry Sub-sector BFSI Processing Last reviewed on 23/08/17 Occupation BFSI Process Operations Next review date 31/08/20 27

28 Qualifications Pack For BFSI Process Lead Annexure Nomenclature for QP and NOS Qualifications Pack 9 characters [ABC]/ Q 0101 [Insert 3 letter codes for SSC] Q denoting Qualifications Pack QP number (2 numbers) Occupation (2 numbers) Occupational Standard An example of NOS with N 9 characters [ABC] /N0101 [Insert 3 letter code for SSC] N denoting National Occupational Standard OS number (2 numbers) Occupation (2 numbers) Back to top 28

29 Qualifications Pack For BFSI Process Lead The following acronyms/codes have been used in the nomenclature above: Sub-sector Range of Occupation numbers PMKVY/Old QPs occupations Lending Fund Investment and Services Broking Payments BFSI Processing Common (across sectors) Unused Generic (NOS) 99 Sequence Description Example Three letters Industry name BSC Slash / / Next letter Whether QP or NOS Q / N Next two numbers Occupation code 01 Next two numbers OS number 01 29

30 Qualifications Pack For BFSI Process Lead Job Role: BFSI Process Lead Qualification Pack: BSC/Q7101 Sector Skill Council: BFSI Guidelines for Assessment CRITERIA FOR ASSESSMENT OF TRAINEES 1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for each PC. 2. The assessment for the theory part will be based on knowledge bank of questions created by SSC. 3. Assessment will be conducted for all compulsory NOS, as well as the selected elective/option NOS/ set of NOS. 4. Individual assessment agencies will create unique question papers for theory part for each candidate at each examination/ training center (as per assessment criteria below) 5. Individual assessment agencies will create unique evaluations for skill practical for every student at each examination/ training center based on this criterion. 6. To pass the Qualification Pack, every trainee should score a minimum of 70% of aggregate marks to successfully clear the assessment. 7. In case of unsuccessful completion, the trainee may seek reassessment on the Qualifications Pack. Total Marks: 500 Assessment Outcomes BSC/N7102 Manage process operations Compulsory NOS Marks Allocation Assessment Criteria for Outcomes Total Skills Out of Theory Marks Practical PC1. execute procure to pay, order to cash and record to report PC2. receive, scan and index all invoices PC3. process/ update all invoices by entering into database PC4. review and reconcile invoices PC5. follow up with banks for payments PC6. ensure maker-checker process integrity for each product or service PC7. ensure clear process flow for indexing PC8. sample check database entries as per company s policy PC9. flag any problems to designated team members or seniors PC10. seek feedback from interim clients or stakeholders for and corrective action PC11. check accuracy of records for reporting PC12. check if mandated to make voice call for payments and do follow-up PC13. ensure compliance of standard operating

31 Total Marks: 500 Assessment Outcomes BSC/N7103 Deliver as per SLA BSC/N9902 Communicate effectively and achieve customer satisfaction Qualifications Pack For BFSI Process Lead Compulsory NOS Marks Allocation Assessment Criteria for Outcomes Total Skills Out of Theory Marks Practical procedures laid down by company PC1. carefully read and understand the SLA requirements of clients in detail PC2. interact with client for detailed discussion on deliverables and timelines PC3. plan workflow, systems and documentation availability PC4. ensure that people and systems operate smoothly PC5. stratify and allocate work PC6. ensure training of team members for product knowledge updates PC7. ensure security, accuracy and timeliness of delivery PC8. suggest process improvements and policy evolution PC9. interact with client for interim feedback and limitations PC10. ensure maintenance of ledgers, records and required documents for process integrity PC11. train team in up-selling services and handling complex transactions PC12. supervise team for achieving team targets PC13. interact with clients for experience feedback for enhanced delivery of services PC14. review and help in recovering nonperforming accounts PC15. escalate unresolved queries to concerned departments PC16. support internal transformation initiatives of company PC17. participate in weekly or monthly reviews for team performance PC18. provide suggestions to seniors for programme improvements, defect reduction and new ideas PC19. achieve prescribed quality standards for client handling, retention and satisfaction PC1. listen attentively and paraphrase effectively in order to understand precise requirements of customer, superior or colleague PC2. be sensitive to: language, gender, cultural and 100 social differences in addressing customers, superiors and colleagues PC3. maintain: positive attitude, correct body language, dress code, gestures and etiquette

32 Total Marks: 500 Assessment Outcomes BSC/N9903 Maintain integrity and ethics BSC/N9904 Focus on teamwork Qualifications Pack For BFSI Process Lead Compulsory NOS Assessment Criteria for Outcomes Total Marks Out of Marks Allocation Skills Theory Practical PC4. understand work output requirements, targets, performance indicators and incentives and receive feedback on work performance with positive attitude PC5.cooperate, coordinate, and collaborate to achieve shared goals PC6. organize regular feedback collection as per company s SOP PC7. address problems by educating, eliminating or escalating PC8. aim to gain customer loyalty and satisfaction PC9. ensure clarity, honesty and transparency in dealing with the clients PC10. avoid mis-selling and misinforming PC11. focus on enhancing brand value of company through superior customer service PC1. refrain from indulging in unfair trade and/or corrupt practices PC2. maintain records meticulously as per company s policy, follow prescribed rules and regulations and ensure transparent dealings PC3. avoid using company s funds, property or resources for undertaking personal activities PC4. protect customer s information and avoid IP infringement PC5. protect data and information related to business or commercial decisions PC6. avoid misrepresentation or misinformation PC7. demonstrate and practice ethics in day-to-day processes and dealings with customers and colleagues PC8. avoid defaming products and services of companies in competition PC9. consult supervisor or senior management when in situations that may require differentiating between ethical and unethical PC1. share relevant inputs, feedback and insights to build mutual trust PC2. exchange, defend and rethink ideas PC3. support team members to accomplish goals PC4. facilitate group decision making and deal productively with conflict