Introduction
EnAble India 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
EnAble India 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 of
8% of its 1.1 billion citizens has been found wanting. 'People with Disabilities in India’
Content withheld as this is sample
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 Fund and Employees State Insurance for the first three
years.
Low 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 Sensitization /sensitivity mandate:
regulations that
encourage 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
Cashier H P S M+ • *Green Jobs * ( jobs
P S M+ common across sectors
Fresher/ Trainee/ Mang Trainee
and companies suitable
Trainer and related jobs S M+ for disabled with right set
of skills )
Merchandiser P S M+ • Acquired skill will help in
building a carrier
Store Boy/Handy Boy H P M L
Regional Manager S G • Company commitment to
train and employ disabled
Sales Exec/ Sales Rep P U M+
Technical - Manager S G
Crucial content
Visual Merchandiser H P S G
withheld as this is
Buyer / Sourcing Manager P S G
for sample only
Floor Manager P S M+
Front Desk V P S M+
Inventory Control Manager P S M+
Operations Officer H P S G *GREEN JOBS:
HR executive & related jobs
Quality Assurance/ Control H P U M+ Trainer & related jobs
Accountant/accounts assistant
Retail Store Manager P S G & related jobs
Housekeeping & related jobs
Shift Manager H P U M+ Cashier & related jobs
HR/Admin/Finance/Accounts Front Office & related jobs
H P S G
House Keeping related Jobs H P M L
Organized Retail
Requirements of Unskilled/ Manual Jobs
Role/Job Store boy Handy boy House Quality Shift Mang
Keep
ing
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 Content withheld as this is sample
Typical working hours
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)
Local Language Speak/Read/Write)
Computer Skills (Please Specify in detail)
Content withheld as this is sample
Analytical Skills
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
Content withheld as this is sample
role
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 Costs
Credit Cards 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
Delivery capability
- Credit requests - Billing - Welcome calls
- Processing
- Cross selling, - Statement requests
refunds - Account
up selling
- E-mail service management
- Customer support
analytics for - Technical support
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
1st party Pre-charge 3rd party Pre-charge Skip
collections Closure collections
collections off collections off Tracking
calling calling
Banking & Financial
Services
Credit Retail Mortgage Insurance
Cards Banking
Financial Services Job Process chart BFSI
Increasing Customer Process Migrating
Customer Base Retention Quality Risks
Customer Customer Service & Back Office Transaction
Collections
Acquisition Fulfillment Processing
Credit
Cards - Account maintenance - Mortgage origination
- Direct marketing - Early stage
- 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
Banking - Transaction related
- Up & Cross - Adjudication collections
selling - Payment related
Mortgage - Re-pricing - 3rd party
- Product related
collections
- Helpdesk activities - Settlement
- Skip tracking
- Interactive services - Disputed claims
General (Email/ Web chat)
processing
and Life - Disputes and
Insurances complaints resolution
- Cross Selling
Research & Analysis
BFSI
Job Compendium:
V H P S/U/M G+/M+/BL
• Industry can accommodate
• Training will facilitate
Core Jobs
Audit • *Green Jobs * ( jobs
common across sectors
Treasury Marketing FOREX
and companies suitable for
Corporate Banking Officer disabled with right set of
skills )
Credit Analyst • Acquired skill will help in
building a carrier
FOREX Dealer
Business//Credit Research Analyst • Company commitment to
train and employ disabled
Compliance & Control
Customer Relation Jobs
Billing/Collections
In bound out bound calls V
Content withheld as this is sample
Back Office transaction processing
Relationship Manager V
Phone Banking Officer
Product Manager *GREEN JOBS:
HR executive & related jobs
Account related Trainer & related jobs
Accountant/accounts assistant
Acquisition & related jobs
Housekeeping & related jobs
Servicing
Cashier & related jobs
Front Office & related jobs
Interactive services
Quality
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