Introduction

§ EnAbleIndia working with the disabled section of society is seeking to

understand the realities about the employment scenario, work life and
responsibilities/challenges of different job types through this research
§
§ EnAbleIndia wishes to understand and get the ‘big picture’ about different
industries / sectors through research on World of Employment for the
Disabled
§
§ EnAble India wishes to know the positioning and the product focus of each
of listed sectors in order to help prepare internal training modules that
showcase the various sectors, the kind of work 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 and information documents, which in turn will help
achieve the learning objectives stated above
 Introduction
§ Fourth Wave Foundation undertook an analysis across sectors that were chosen by EnAble India namely
 a) Organized retail
 b) Telecommunication Services
 c) Fast Moving Consumer Goods (FMCG)
 d) Banking Financial Services & Insurance (BFSI)
 e) Hospitals, Pathology Laboratories, Allied Services
 f) IT/ITES


§ Region: Bangalore

§ Period of consideration for information – last 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 were covered 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/supervisors from 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 job profiles that would suit three category mainly emphasized
by EnAble India

§ Manual, semi-skilled and skilled categories

§
Introduction

§ 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 work on 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 research focuses only on job
categories that form the major part of the work within the organization.

•
Executive Summery:


 India will have a demand for 85-90 million people across various sectors, and the majority of
the demand will come from high-growth industries like IT, outsourcing, banking, retail,
telecommunication and healthcare. 18 Jan, 2009 -BCG


 As Indian economy booms, the disabled fall behind. World Bank

 Despite enacting landmark legislation to promote the rights of persons with disability in the
past decade and an increasing awareness of their marginalization, India's actions to promote the
rights Content withheld
of 8% of its ascitizens
1.1 billion this is has
sample
been found wanting. 'People with Disabilities in India’

§Content withheld as this is sample

 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 socially sensitive
decision, which will generate 100,000 jobs per annum for persons with disability, the scheme will be applicable.
• The Rs.18 billion proposed amount for the scheme will come from the resources generated by the social justice and
empowerment ministry
• Central Government has approved an incentive scheme to employers in the private sector for providing jobs to
persons 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 of employer’s
contribution to the Employees Provident FundLowand Employees State Insurance for the first three years. High
 Retail

BFSI

FMCG

Telecommunication
Services

Hospitals and Pharmacy

IT/ITES

Others
 Content with held as this is sample

Top 3 reasons sited for

Elements that drive the various non inclusion
Inclusion; Why aren’t we there yet
sectors

•
•Lack of knowledge of disability and jobs that fit
various degrees of disability
•
Translate into more demands •Need for rules and regulations that encourage Sensitization /sensitivity mandate:
employment
• •
•Customer expectations are sky-high in a multi-
•
channel world •
Job Compendium: Organized Retail

V H P S/U/M G+/M+/BL
•Industry can accommodate
P S M+ •Training will facilitate
Area Manager •
H P S M+
Cashier •*Green Jobs * ( jobs
P S M+ common across sectors
Fresher/ Trainee/ Mang Trainee
S M+ and companies suitable
Trainer and related jobs for disabled with right set
P S M+ of skills )
Merchandiser H P M L •Acquired skill will help in
Store Boy/Handy Boy S G building a carrier

Regional Manager P U M+
•Company commitment to
Sales Exec/ Sales Rep S G train and employ disabled
H P S G
Technical - Manager
P S G
Visual Merchandiser Crucial content
P S M+
Buyer / Sourcing Manager withheld as this is
V P S M+
Floor Manager for sample only
P S M+
Front Desk H P S G
Inventory Control Manager H P U M+
Operations Officer P S G
Quality Assurance/ Control H P U M+ *GREEN JOBS:
HR executive & related jobs
Retail Store Manager H P S G Trainer & related jobs
Accountant/accounts assistant
Shift Manager H P M L & related jobs
Housekeeping & related jobs
HR/Admin/Finance/Accounts Cashier & related jobs
Front Office & related jobs
House Keeping related Jobs
 Organized Retail

Requirements of Unskilled/ Manual Jobs

Role/Job Store boy Handy boy House Quality Shift Mang

Keeping
Level of language &Communication Skills
English (Speak/Read/Write)
Hindi (Speak/Read/Write)
Local Language (Speak/Read/Write)

Sitting/Standing Job
Mobility Requirements
(to move constantly within/ outside the office) Content withheld this is sample
Motor Skills/speed requirements

Ability to work in a T\team

Basic Analytical Skills

Physical Strength

Ability to work long hours

Minimum qualification

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
 Organized Retail

Requirements of Unskilled/ Manual Jobs

Store boy Handy boy House Keeping Quality Shift Mang

Analyze suitable /unsuitable for a person with
Visual Impairment
Hearing Impairment
Physical Disability
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
Content withheld as this is sample
Realistic salary (Average industry level)

Opportunities for personal growth

Reasons why some people do not do well in the role

On salary levels :
Average salary
Salary for a fresher
Bonus/OT

Any concession for PWD

Degree of Impairment/disability for specific jobs to be decided by Enable India.

 Organized Retail

Requirements for Semi-skilled/skilled Jobs

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)
Computer SkillsSpeak/Read/Write)
Local Language (Please Specify in detail)

Analytical Skills
Content withheld as this is sample
Accounting Skills
Other Specialized Skills

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
 Organized Retail

Requirements for Semi-skilled/skilled Jobs

Front off CSR /cash Sales SM/ASM Merc/A Merc

Analyze suitable for a person with
Visual Impairment
Hearing Impairment
Physical Disability
Experience required at the time of
hiring
Training given on joining
Key Challenges/Stresses of the
role
Main success factors for the role

Content withheld as this is sample

Typical working hours
Realistic salary

Opportunities for personal growth

Reasons people do not do well

On salary levels :
Average salary
Salary for a fresher
Bonus/OT

Degree of Impairment/disability for specific jobs to be decided by Enable India.

Industry Information: 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,
application processing, verifications, market analysis, financial statement analysis etc.

Size:
§Indian banking sector will grow at a healthy compound annual growth rate (CAGR) of around
23.3 per cent till 2011.
§Outsourcing by the BFSI segment in India is expected to grow at an annual rate of 30–35 per
cent.

Products and Services:

§Retail banking - financial services provided by the high-street banks for individual customers
and small businesses through their branch network.
§Investment banking - covers the provision of specialized financial services and advice to
industrial, 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 insurance
companies, insurers spreading their risk by taking on their own insurance against their
claims.
 BFSI
Industry Information:

Industry trends and Customer Segment:

§Customers in the BFSI sector are people looking for banking and money transaction services
through banks, financial management, financial support, making deposits, long term money
management services, investment planning, insurance on life, medical, property, accidents,
etc.

Recruitment Policies:
§Most companies welcome applications from all subject disciplines, although a numerate subject
such 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
and the industry, and can often be paid.
§Banking and Investment reports that 85% of banking and investment organizations have offered
internships 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.
Industry Information: BFSI

Opportunities in Indian Banking Sector

§Non – Voice 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 and
results, the sector offers great opportunities for fast progression to senior managerial
positions.
§Schemes offer rotations around various functions and departments so that graduates can
experience 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.
Industry Information: BFSI

Professionals in industry:
§The BFSI industry offers a wide range of jobs, including sales, surveying, claims handling and
investigation, underwriting, risk management, investment management, and pensions
management.
§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 they
are part of non-banking related administration, housekeeping and facilities maintenance.

Responsibilities/challenges in different job types:

(we have dealt with job types that contributes to 60% of the 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.
 BFSI
Job Flow Chart: Various Verticals within BFSI

Ensure Customer Information and Data Security Improve Customer Service

Quality
Improve Customer Retention Manage Customer Service Expectations and
Credit Cards
Costs Mortgages Retail Banking Property & Casualty Telecom & Media
-Account -Maintenance of -General enquiries
-General account -Remittance
administration
Customer processing -Information
service -Processing -Account enquiries requests
-Renewals,
customer -Address change
-Fraud endorsements -Customer service
requests
detection -Credit requests -Billing
Delivery capability

-Processing -Welcome calls

-Cross selling, -Statement requests
refunds - -Account
up selling
-E-mail service management
-Customer - -
support -Technical support
analytics for -
retention, cross -Correspondence and -
-Billing/ help desk
selling, new - fax - support
product offering
- - - -Customer
- retention/ saves
- - -
-
- - -
- -
Channels -Telephone- -Web Chat- -Email- -Fax-

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
 BFSI
Process Flow

Process flow of Retail Banking structure:

Account Management related jobs: : Comprise almost 70% of the workforce. 90% in this process
have 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
 BFSI

Job Flow/Process: Retail Banking

Faster Product Expanding Customer Continuous Capitalising on
Introductions Base Innovation Newer Technologies

Acquisition of Account Servicing of Account

Business Process Capability

-- Lead generation -- Electronic relationship management

-- Outbound and inbound sales -- Account administration activities
-- Filling form -- Default management
-- Tracking application -- Reconciliation services
-- Credit evaluation

Web chat, Voice, White mail

Channels
Savings & Current accounts, Loans, Demand drafts, Debit cards,
Product/Segment
Expertise Foreign currency transactions

This is a sample of similar job types within BFSI that are desk bound
 BFSI

Common Jobs in BFSI: e.g.: Billing and Collection

Early Stage Services Late Stage Services

Early Late 3rd

1stparty Pre- Pre-
collectio collectio party Skip
collectio charge Closure charge
ns ns collectio Tracking
ns off off
calling calling ns

Banking & Financial

Services

Credit Retail Mortgage Insurance

Cards Banking
Financial Services Job Process chart BFSI

Increasing Customer Process Migrating

Customer Base Retention Quality Risks

Back Office
Customer Customer Service &
Transaction Collections
Acquisition Fulfillment
Credit Processing

Cards - Account maintenance - Mortgage origination - Early stage

-Direct marketing
- Contact details - Remittance processing collections
Custody - Outbound -Payment options
telemarketing - Item processing - 1st party
-Account closure - Pre-charge off
- Inbound - Loan vault conversion
telemarketing -Query management
Retail - Claims processing - Late stage
-Transaction related
Banking - Up & Cross - Adjudication collections
selling -Payment related
- Re-pricing - 3rd party
Mortgage -Product related
collections
-Helpdesk activities - Settlement
- Skip tracking
-Interactive services - Disputed claims
(Email/ Web chat)
General processing
- Disputes and
and Life complaints resolution
Insurances - Cross Selling

Research & Analysis


Job Compendium:
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
Interactive
Acquisitionservices
Quality
Servicing
BFSI
V H P S/U/M G+/M+/BL
•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
V
V
Content withheld as this is sample
*GREEN JOBS:
HR executive & related jobs
Trainer & related jobs
Accountant/accounts assistant
& related jobs
Housekeeping & related jobs
Cashier & related jobs
Front Office & related jobs
Learning
•There needs to be a constructive dialogue between workers and management sensitizing both
segments 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
be
starting points for enrolling them
•
•Sectors like IT and ITes have well defined and explicitly clear policies that encourage disabled
people to apply and ensures equal employment opportunities
•
•Various organizations have a clause that say they are equal employment opportunity employers but
are 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 is difficult
to provide jobs that fit right, therefore encourage part time employment till they archive desired
performance levels
•
•Pay will not be lower than that required by local law or, in the absence of a law, the level paid
generally within that industry