Contents feugaitepulae, - National Skill Development ... · Job Role BFSI Process Lead...

1

Qualifications Pack: BFSI Process Lead

(Subtitle: NIL)

Contents 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

technology consul t ing

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 – 400 001 Email: [email protected]

SECTOR: BANKING, FINANCIAL SERVICES AND INSURANCE (BFSI)

SUB-SECTOR: BFSI PROCESSING

OCCUPATION: Operations

REFERENCE ID: BSC/Q7101

ALIGNED TO: NCO-2015/ NIL

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.

EYE ON IT Current Industry Trends

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Introduction

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR BFSI INDUSTRY

mailto:[email protected]

Qualifications Pack For BFSI Process Lead

2

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 BFSI Process Lead

Role Description

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

NSQF level

Minimum Educational Qualifications

Maximum Educational Qualifications

6

Graduate

Not Applicable

Prerequisite License or Training Not Applicable

Minimum Job Entry Age 21 years

Experience Minimum preferable 3 years as BFSI Process Consultant

Applicable National Occupational

Standards (NOS)

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

Job

Det

ails


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Keywords /Terms Description

Core Skills/Generic Skills

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

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 Job role defines a unique set of functions that together form a unique employment opportunity in an organization.

Knowledge and Understanding

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.

National Occupational Standards (NOS)

NOS are Occupational Standards which apply uniquely in the Indian context

Occupation Occupation is a set of job roles, which perform similar/related set of functions in an industry.

Organisational Context 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 Performance Criteria are statements that together specify the standard of performance required when carrying out a task.

Qualifications Pack(QP)

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

Qualifications Pack Code is a unique reference code that identifies a qualifications pack.

Scope 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 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 Sub-sector is derived from a further breakdown based on the characteristics and interests of its components.

Sub-functions Sub-functions are sub-activities essential to fulfil the achieving the objectives of the function.

Technical Knowledge Technical Knowledge is the specific knowledge needed to accomplish specific designated responsibilities.

Def

init

ion

s


4

Keywords /Terms Description

DMS Data Management System

ERP Enterprise Resource Planning

HR Human Resources

IPR Intellectual Property Rights

NSQF National Skills Qualifications Framework

QP Qualification Pack

OS Occupational Standards

OH&S Occupational Health and Safety

SLA Service Level Agreement

SOP Standard Operating Procedure

SRP Service Resource Planning

TAT Turnaround time

Acr

on

yms

BSC/N7102 Manage process operations

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Overview

This unit is about managing back-office operations for banking, trading, insurance, fund-management, or investment-banking company.


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Unit Code BSC/N7102

Unit Title (Task)

Manage process operations

Description This OS unit is about managing back-office operations for banking, trading, insurance, fund-management or investment-banking company

Scope This unit/task covers the following:

Manage payments and reconciliation

Manage service through voice support

Range: SRP, ERP software, MS Office (Word, Excel, PowerPoint)

Performance Criteria(PC) w.r.t. the Scope

Element Performance Criteria Managing payment and reconciliation

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

Managing service through voice support

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

Knowledge and Understanding (K)

A. Organizational Context (Knowledge of the company / organization and its processes)

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

B. Technical Knowledge

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

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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

Skills (S)

A. Core Skills/ Generic Skills

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


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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


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NOS Version Control

NOS Code BSC/N7102


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

BSC/N7103 Deliver as per SLA

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Overview

This unit is about making sure that deliverables are met as per service level agreement and client retention is high.


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Unit Code BSC/N7103

Unit Title (Task)

Deliver as per SLA

Description This OS unit is about making sure that deliverables are met as per service level agreement with BFSI clients so that retention is high


Meet SLA targets and turnaround time

Manage client accounts

Range: SRP, ERP software, MS Office (Word, Excel, PowerPoint)


Element Performance Criteria Meeting SLA targets

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


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

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company /

organization and

its processes)

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 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

Skills (S)

A. Core Skills/

Generic Skills

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


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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


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

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


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NOS Version Control

NOS Code BSC/N7103



Industry Sub-sector BFSI Processing Last reviewed on 23/08/17


BSC/N9902 Communicate effectively and achieve customer satisfaction

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Overview This unit is about communicating effectively with customers and colleagues and promoting customer-centric service for achieving higher customer satisfaction.


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Unit Code BSC/N9902

Unit Title (Task)

Communicate effectively and achieve customer satisfaction

Description This OS unit is about communicating effectively with customers and colleagues and promoting customer-centric service for achieving higher customer satisfaction


Communicate with BFSI customers, superior and colleagues

Maintain service orientation


Element Performance Criteria

Communicating with

BFSI customers,

superiors and

colleagues

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

Maintaining service

orientation

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


A. Organizational

Context

(Knowledge of the

company /

organization and

its processes)

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

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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

Skills (S)

A. Core Skills/

Generic Skills

Reading Skills

The user/ individual on the job needs to know and understand how to: SA1. read company policy and standard work related documents SA2. read emails and letters

Writing Skills

The user/ individual on the job needs to know and understand how to: SA3. fill up documentation pertaining to interactions SA4. write Minutes of Meeting, mails and memos


The user/ individual on the job needs to know and understand how to: 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


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announcement systems SA10. E-mail and use Internet for communicating SA11. use of audio-visual aids to communicate complex issues


Decision Making

The user/ individual on the job needs to know and understand how to: 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

The user/ individual on the job needs to know and understand how to: 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

The user/ individual on the job needs to know and understand how to: 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

The user/ individual on the job needs to know and understand how to: 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

The user/ individual on the job needs to know and understand how to: SB14. analyse communication patterns with colleagues and customers to improve

outcomes and deal with situations

Critical Thinking

The user/ individual on the job needs to know and understand how to: 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


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NOS Version Control

NOS Code BSC/N9902





BSC/N9903 Maintain integrity and ethics --------------------------------------------------------------------------------------------------------------------

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Overview This unit is about maintaining integrity of transactions, ensuring data security, and practicing ethical behaviour.

BSC/N9903 Maintain integrity and ethics

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Unit Code BSC/N9903

Unit Title (Task)

Maintain integrity and ethics

Description This OS unit is about maintaining integrity of transactions, ensuring data security, and practicing ethical behaviour


Maintain integrity of transactions and ensure data security

Practice ethical behaviour



Maintaining integrity

of transactions and

ensuring data

security

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


A. Organizational

Context (Knowledge of the company / organization and its processes)

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

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KB3. company’s code of conduct and ethics

Skills (S)

A. Core Skills/

Generic 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 emails

Writing Skills

The individual on the job needs to know and understand how to: SA3. fill up documentation pertaining to job requirement


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


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NOS Version Control

NOS Code BSC/N9903





BSC/N9904 Focus on teamwork

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Overview This unit is about developing healthy team climate and contributing to building effective team for smooth workflow and target achievement in time.


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Unit Code BSC/N9904

Unit Title (Task)

Focus on teamwork

Description This OS unit is about developing healthy team climate and contributing to building effective team for smooth workflow and target achievement in time


Develop healthy team climate

Build effective team



Developing healthy

team climate

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


A. Organizational

Context

(Knowledge of the

company /

organization and

its processes)

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

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Skills (S)

A. Core Skills/

Generic Skills

Reading Skills

The user/ individual on the job needs to know and understand how to: SA1. read company policy and standard work related documents SA2. read emails and letters

Writing Skills

The user/ individual on the job needs to know and understand how to: SA3. fill up documentation pertaining to interactions SA4. write Minutes of Meeting, mails and memos


The user/ individual on the job needs to know and understand how to: SA5. interact with team members to work efficiently SA6. communicate effectively with team members to achieve smooth workflow SA7. E-mail and use Internet for communicating SA8. use of audio-visual aids to communicate complex issues


Decision Making

The user/ individual on the job needs to know and understand how to: SB1. deal with a colleague individually, depending on the type of concern

Plan and Organize

The user/ individual on the job needs to know and understand how to: SB2. prepare notes of things to be discussed and elicit points discussed after the

meeting

Customer Centricity

The user/ individual on the job needs to know and understand how to: SB3. accomplish goals by supporting team members

Problem Solving

The user/ individual on the job needs to know and understand how to: 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

The user/ individual on the job needs to know and understand how to: SB8. analyse team member’s behaviour and deal accordingly

Critical Thinking

The user/ individual on the job needs to know and understand how to: SB9. improve work processes by sharing ideas and improvising them SB10. resolve conflicts SB11. handle personality clashes effectively


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NOS Version Control

NOS Code BSC/N9904






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Annexure

Nomenclature for QP and NOS

Qualifications Pack

[ABC]/ Q 0101

Occupational Standard An example of NOS with ‘N’

[ABC] /N0101

Q denoting Qualifications Pack Occupation (2 numbers)

QP number (2 numbers)

9 characters

9 characters

[Insert 3 letter codes for SSC]

N denoting National Occupational Standard Occupation (2 numbers)

OS number (2 numbers)

Back to top…

[Insert 3 letter code for SSC]


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The following acronyms/codes have been used in the nomenclature above:

Sub-sector Range of Occupation numbers

PMKVY/Old QPs occupations 01 - 15

Lending 16 - 30

Fund Investment and Services 31 - 50

Broking 51 - 60

Payments 61 - 70

BFSI Processing 71 - 80

Common (across sectors) 81 -90

Unused 91 - 98

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


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CRITERIA FOR ASSESSMENT OF TRAINEES

Job Role: BFSI Process Lead Qualification Pack: BSC/Q7101 Sector Skill Council: BFSI

Guidelines for Assessment 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.

Compulsory NOS

Total Marks: 500 Marks Allocation

Assessment Outcomes

Assessment Criteria for Outcomes Total

Marks Out of Theory

Skills Practical


PC1. execute ‘procure to pay’, ‘order to cash’ and ‘record to report’

100

9 3 6

PC2. receive, scan and index all invoices 4 2 2

PC3. process/ update all invoices by entering into database

9 3 6

PC4. review and reconcile invoices 9 3 6

PC5. follow up with banks for payments 5 2 3

PC6. ensure maker-checker process integrity for each product or service

9 3 6

PC7. ensure clear process flow for indexing 8 2 6

PC8. sample check database entries as per company’s policy

9 2 7

PC9. flag any problems to designated team members or seniors

8 2 6

PC10. seek feedback from interim clients or stakeholders for and corrective action

8 2 6

PC11. check accuracy of records for reporting 8 2 6

PC12. check if mandated to make voice call for payments and do follow-up

6 2 4

PC13. ensure compliance of standard operating 8 2 6


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Compulsory NOS


Assessment Outcomes


Marks Out of Theory

Skills Practical

procedures laid down by company

100 30 70


PC1. carefully read and understand the SLA requirements of clients in detail

100

2 1 1

PC2. interact with client for detailed discussion on deliverables and timelines

5 1 4

PC3. plan workflow, systems and documentation availability

8 2 6

PC4. ensure that people and systems operate smoothly

5 1 4

PC5. stratify and allocate work 5 1 4

PC6. ensure training of team members for product knowledge updates

7 2 5

PC7. ensure security, accuracy and timeliness of delivery

5 2 3

PC8. suggest process improvements and policy evolution

6 2 4

PC9. interact with client for interim feedback and limitations

4 1 3

PC10. ensure maintenance of ledgers, records and required documents for process integrity

6 2 4

PC11. train team in up-selling services and handling complex transactions

5 2 3

PC12. supervise team for achieving team targets 5 2 3

PC13. interact with clients for experience feedback for enhanced delivery of services

4 1 3

PC14. review and help in recovering non-performing accounts

6 2 4

PC15. escalate unresolved queries to concerned departments

5 2 3

PC16. support internal transformation initiatives of company

6 2 4

PC17. participate in weekly or monthly reviews for team performance

5 1 4

PC18. provide suggestions to seniors for programme improvements, defect reduction and new ideas

5 1 4

PC19. achieve prescribed quality standards for client handling, retention and satisfaction

6 2 4

100 30 70


PC1. listen attentively and paraphrase effectively in order to understand precise requirements of customer, superior or colleague

100

9 1 8

PC2. be sensitive to: language, gender, cultural and social differences in addressing customers, superiors and colleagues

9 1 8

PC3. maintain: positive attitude, correct body language, dress code, gestures and etiquette

9 3 6


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Compulsory NOS


Assessment Outcomes


Marks Out of Theory

Skills Practical

PC4. understand work output requirements, targets, performance indicators and incentives and receive feedback on work performance with positive attitude

9 4 5

PC5.cooperate, coordinate, and collaborate to achieve shared goals

9 3 6

PC6. organize regular feedback collection as per company’s SOP

9 3 6

PC7. address problems by educating, eliminating or escalating

9 3 6

PC8. aim to gain customer loyalty and satisfaction 9 3 6

PC9. ensure clarity, honesty and transparency in dealing with the clients

9 3 6

PC10. avoid mis-selling and misinforming 10 3 7

PC11. focus on enhancing brand value of company through superior customer service

9 3 6

100 30 70


PC1. refrain from indulging in unfair trade and/or corrupt practices

100

11 2 9

PC2. maintain records meticulously as per company’s policy, follow prescribed rules and regulations and ensure transparent dealings

11 4 7

PC3. avoid using company’s funds, property or resources for undertaking personal activities

11 2 9

PC4. protect customer’s information and avoid IP infringement

11 4 7

PC5. protect data and information related to business or commercial decisions

11 4 7

PC6. avoid misrepresentation or misinformation 10 4 6

PC7. demonstrate and practice ethics in day-to-day processes and dealings with customers and colleagues

13 3 10

PC8. avoid defaming products and services of companies in competition

12 4 8

PC9. consult supervisor or senior management when in situations that may require differentiating between ethical and unethical

10 3 7

100 30 70


PC1. share relevant inputs, feedback and insights to build mutual trust

100

20 5 15

PC2. exchange, defend and rethink ideas 20 5 15

PC3. support team members to accomplish goals 30 10 20

PC4. facilitate group decision making and deal productively with conflict

30 10 20

100 30 70

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