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Qualifications Pack: Microfinance Executive
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…..…...... P34
6. Assessment Criteria for each NOS… P36
technology consul t ing
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
BFSI Sector Skill Council of India, PS-26, 2nd Floor, P. J. Towers, Dalal Street, Mumbai – 400 001 Email: operations@bfsissc.com
SECTOR: BANKING, FINANCIAL SERVICES AND INSURANCE (BFSI)
SUB-SECTOR: LENDING
OCCUPATION: Microfinance Operations
REFERENCE ID: BSC/Q2401
ALIGNED TO: NCO-2015/ 3312.0100
Brief Job Description: Microfinance Executive is responsible for selling micro-
loans, micro-savings, micro-insurance and micro-pensions, predominantly, to
the financially excluded. The individual at work identifies potential customer
groups, evaluates potential locations, sources potential customers, assists in
application and loan disbursement process, and collects fees and installments.
Personal Attributes: The job requires the individual to be self-driven to work
in the field and capable of handling multiple situations pertaining to micro-
finance delivery and customer service.
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Introduction
QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR BFSI INDUSTRY
Qualifications Pack For Microfinance Executive
2
Qualifications Pack Code BSC/Q2401
Job Role Microfinance Executive Credits(NSQF) TBD Version number 1.0
Sector BFSI Drafted on 05/06/16
Sub-sector Lending Last reviewed on 25/10/17
Occupation Microfinance Operations Next review date 30/10/20
NSQC Clearance on 19/12/2018
q 19/12/2018
Job Role Microfinance Executive
Role Description Evaluate potential locations, identify and source potential customer groups, assist in application and loan disbursement process, and collect fees and installments
NSQF level
Minimum Educational Qualifications
Maximum Educational Qualifications
3
10th pass
Not Applicable
Prerequisite License or Training Not Applicable
Minimum Job Entry Age 18 years
Experience Not Applicable
Applicable National Occupational
Standards (NOS)
Compulsory: 1. BSC/N2401 Source micro-finance customers 2. BSC/N2402 Assist with micro-finance application process 3. BSC/N2403 Disburse micro-finance loan 4. BSC/N2404 Collect receivables and follow-up 5. BSC/N9901 Communicate effectively and maintain
customer-centric service orientation 6. BSC/N9903 Maintain integrity and ethics 7. BSC/N9904 Focus on teamwork
Performance Criteria As described in the relevant OS units
Job
Det
ails
Qualifications Pack Microfinance Executive
3
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.
Def
init
ion
s
Qualifications Pack Microfinance Executive
4
Keywords /Terms Description
BC Business Correspondent
BF Business Facilitator
HR Human Resources
IPR Intellectual Property Rights
NSQF National Skills Qualifications Framework
QP Qualifications Pack
OS Occupational Standards
POS Point-of-Sale
SOP Standard Operating Procedure
TAT Turnaround Time
Technical Knowledge Technical Knowledge is the specific knowledge needed to accomplish specific designated responsibilities.
Acr
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BSC/N2401 Source micro-finance customers
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5
Overview
This unit is about sourcing customers for micro-finance loans as well as any other products such as micro-insurance or micro-pension.
BSC/N2401 Source micro-finance customers
6
Unit Code BSC/N2401
Unit Title (Task)
Source new customers
Description This OS unit is about sourcing customers for micro-finance loans as well as any other products such as micro-insurance or micro-pension
Scope This unit/task covers the following:
Assign an area for sourcing clients
Acquire potential clients
Resolve queries and cross-sell
Perform general administrative work
Range: Hand-held POS devices, Computer – MSOffice & Internet
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Assigning an area for sourcing clients
To be competent, the user/ individual must be able to: PC1. know the territory assigned and identify customer groups by economic
activity of the territory PC2. survey the given territory and assess business potential, keeping the
requirements of eligibility of target customers as per company norms and the various statutory regulations in mind
Acquiring potential clients
To be competent, the user/ individual must be able to: PC3. organise group meetings in association with local panchayats or local
government bodies PC4. distribute pamphlets with product details PC5. conduct initial discussions with potential clients to understand their financial
needs PC6. form small borrower groups by economic activity or common borrowing
needs PC7. explain the micro-finance process, loan amounts and repayments as well as
group responsibilities
Resolving queries and cross selling
To be competent, the user/ individual must be able to: PC8. ensure that potential customers fully understand all aspects of the micro-
finance process and responsibilities PC9. educate the customers on the benefits of micro-finance, interest rates, fees
and charges PC10. sell other products such as insurance and pension schemes, both private and
public, as per company’s policy
Performing general administrative work
To be competent, the user/ individual must be able to: PC11. update details of customers acquired and their status into the information
systems/ records PC12. prepare and submit periodic reports on status of acquired customers to
supervisor/ manager PC13. discuss and set revenue/ account targets with supervisor/ manager, as per
company’s policy PC14. prepare reports on targets achieved and review future target PC15. prepare status reports on defaults, insurance claims, etc.
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BSC/N2401 Source micro-finance customers
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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 vision, mission, background and history KA2. company’s operating environment and organisation structure KA3. company’s personnel management and incentives rules KA4. company’s rules related to sexual harassment and gender equality KA5. company’s pricing and discount policies KA6. standard operating procedure (SOP) for micro-finance KA7. importance of the individual’s role in the workflow KA8. reporting structure
B. Technical Knowledge
The individual on the job needs to know and understand: KB1. types and features of products and services offered to target customers KB2. company’s guidelines for delivering marketing merchandise and marketing
procedures KB3. micro-finance regulations, standard code of conduct and self-regulatory
associations such as mfin and sa-dhan KB4. group dynamics, income, health and age profiling KB5. economic/ livelihood activities of the designated territory and markets
associated KB6. typical loan amounts, tenure and propensity to pay KB7. types of documents required for applications including KYC forms, acceptable
identity and address proofs and other supporting documents KB8. risks associated with various products and compliance procedures KB9. types of customer segments and their suitability to products offered KB10. methods to map prospective customer’s needs to products offered by
company KB11. procedures for assisting customers with application forms and processing
policies KB12. security procedures for handling customer information KB13. routes and schedules for visiting field areas assigned KB14. products offered by other financial providers including other micro-finance
institutions, banks, NBFCs, money lenders, etc. KB15. maintenance and operating procedure for using equipment provided by bank
such as Point-of-Sale (POS) machines, computers, etc. KB16. operating procedure to update status of leads, prospective customers, as per
company’s policy KB17. procedure for digitally updating customer details, if required KB18. marketing techniques when hosting group meetings KB19. factors that impact the creditworthiness of the customer KB20. basic economic, accounting and financial concepts such as interest rates,
profit & loss, etc.
Skills (S)
A. Core Skills/ Generic Skills
Reading Skills
The user/individual on the job needs to know and understand how to: SA1. read and understand circulars and guidelines of the organisation and relate to
regulatory guidelines
BSC/N2401 Source micro-finance customers
8
SA2. read and verify authenticity of documents submitted by potential customers SA3. read and explain terms and conditions of micro-finance products SA4. read standard script for sourcing clients
Writing Skills
The user/individual on the job needs to know and understand how to: SA5. prepare reports and/or summary on status of leads SA6. prepare reports, profiles, and summary of customers sourced SA7. fill in forms and documents
Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to: SA8. listen to customers and be able to structure most suited micro-finance
products that are pertinent to their requirements SA9. communicate clearly with customer using language that the individual
understands SA10. communicate and share knowledge with peers and supervisor
B. Professional Skills
Decision Making
The user/individual on the job needs to know and understand how to: SB1. form customer/ SH groups SB2. make clear, logical decisions and portray confidence to customers
Plan and Organize
The user/individual on the job needs to know and understand how to: SB3. plan appointments with prospective customers SB4. be prepared with plans prior to meeting SB5. organise work and time in order to maximise productivity SB6. adapt to sudden change in plan or anticipated environment
Customer Centricity
The user/individual on the job needs to know and understand how to: SB7. treat customer’s personal information as confidential SB8. work for upholding customer’s best interests SB9. avoid corrupt or illegal dealings
Problem Solving
The user/individual on the job needs to know and understand how to: SB10. address problems arising either due to customer non-cooperation or
administrative fault and escalate unresolved concerns SB11. seek clarification on certain problems with other team members, if necessary
Analytical Thinking
The user/individual on the job needs to know and understand how to: SB12. assess customers’ financial status and understand their financial capacity to
repay loans on offer SB13. draw insights from prospective customer interaction and refine marketing as
well as client servicing techniques
Critical Thinking
The user/individual on the job needs to know and understand how to: SB14. pay attention to detail while handling customer interactions
BSC/N2401 Source micro-finance customers
9
NOS Version Control
NOS Code BSC/N2401
Credits(NSQF) TBD Version number 1.0
Industry BFSI Drafted on 05/06/16
Industry Sub-sector Lending Last reviewed on 25/10/17
Occupation Microfinance Operations Next review date 30/10/20
BSC/N2402 Assist with micro-finance application process --------------------------------------------------------------------------------------------------------------------
10
Overview
This unit is about assisting customers with the application process for opening micro-finance loan and related product accounts.
BSC/N2402 Assist with micro-finance application process
11
Unit Code BSC/N2402
Unit Title (Task)
Assist with micro-finance application process
Description This OS unit is about assisting customers with the application process for opening micro-finance loan and related product accounts
Scope This unit/task covers the following:
Obtain requisite documents
Verify documents
Maintain records
Perform general administrative work
Range: Hand-held POS devices, Computer – MSOffice & Internet
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Obtaining requisite documents
To be competent, the user/ individual must be able to: PC1. obtain all KYC related documents from client PC2. obtain all biometric inputs of customers into the designated IT systems PC3. assist with filling in the application form PC4. go back for any missing information or document, if required PC5. obtain credit rating, as per company’s policy
Verifying documents To be competent, the user/ individual must be able to: PC6. verify validity of all KYC documents PC7. perform documentation re-check at the NBFC/ micro-finance company PC8. read credit check conducted by team at the branch PC9. pursue referrals enquiring about the past records/ business of the customer
to ensure safety of dealing with customer
Maintaining records To be competent, the user/ individual must be able to: PC10. input all data requirements into the system for verification and approval/
handover application to credit-check team
Performing general administrative work
To be competent, the user/ individual must be able to: PC11. update details of accounts opened and their status into information system
or records PC12. prepare and submit periodic reports on status of acquired customers to
designated superior PC13. discuss and set revenue or account targets with superior, as per company’s
policy PC14. prepare reports on targets achieved and review future target PC15. follow proper procedures as laid down by the bank in handling sensitive and
confidential customer information
Knowledge and Understanding (K)
A. Organizational Context
(Knowledge of the
company /
organization and
The individual on the job needs to know and understand: KA1. company’s vision, mission, background and history KA2. company’s operating environment and organisation structure KA3. company’s personnel management and incentives rules KA4. company’s rules related to sexual harassment and gender equality
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BSC/N2402 Assist with micro-finance application process
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its processes) KA5. company’s pricing and discount policies KA6. standard operating procedure (SOP) for micro-finance KA7. importance of the individual’s role in the workflow KA8. reporting structure
B. Technical Knowledge
The individual on the job needs to know and understand: KB1. types and features of products and services offered to target customers KB2. micro-finance regulations, standard code of conduct and self-regulatory
associations such as mfin and sa-dhan KB3. legal bindings of undertaking micro-finance activities in India and procedure
laid down for micro-lending by NBFC and micro-finance company KB4. list of documents required for applications including KYC forms, acceptable
identity and address proofs and other supporting documents KB5. risks associated with various products and compliance procedures KB6. types of customer segments and their suitability to products offered KB7. procedures for assisting customers with application forms and processing
policies KB8. security procedures for handling customer information KB9. procedure for digitally updating customer details, if required KB10. factors that impact the creditworthiness of the customer KB11. basic economic, accounting and financial concepts such as interest rates,
profit & loss, etc.
Skills (S)
A. Core Skills/
Generic Skills
Reading Skills
The user/individual on the job needs to know and understand how to: SA1. read and understand circulars and guidelines of the organisation and relate to
regulatory guidelines SA2. read and verify authenticity of documents submitted by potential customers SA3. read and explain terms and conditions of micro-finance products SA4. read standard script for sourcing clients
Writing Skills
The user/individual on the job needs to know and understand how to: SA5. prepare reports and/or summary on status of leads SA6. prepare reports, profiles, and summary of customers sourced SA7. fill in forms and documents
Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to: SA8. listen to customers and be able to structure most suited micro-finance
products that are pertinent to their requirements SA9. communicate clearly with customer using language that the individual
understands SA10. communicate and share knowledge with peers and supervisor
B. Professional Skills
Decision Making
The user/individual on the job needs to know and understand how to: SB1. assist in gathering alternative proofs of KYC documents required SB2. make clear, logical decisions and portray confidence to customers
BSC/N2402 Assist with micro-finance application process
13
Plan and Organize
The user/individual on the job needs to know and understand how to: SB3. prioritize and execute tasks within scheduled time limits SB4. adjust according to changing requirements and achieve individual goals SB5. be a team player and achieve joint goals
Customer Centricity
The user/individual on the job needs to know and understand how to: SB6. treat customer’s personal information as confidential SB7. work for upholding customer’s best interests SB8. avoid corrupt or illegal dealings
Problem Solving
The user/individual on the job needs to know and understand how to: SB9. address problems arising either due to customer non-cooperation or
administrative fault and escalate unresolved concerns SB10. seek clarification on certain problems with other team members, if necessary
Analytical Thinking
The user/individual on the job needs to know and understand how to: SB11. avoid common mistakes in filling forms by educating customers on how to fill
certain information as required on the form
Critical Thinking
The user/individual on the job needs to know and understand how to: SB12. pay attention to detail while handling customer interactions
BSC/N2402 Assist with micro-finance application process
14
NOS Version Control
NOS Code BSC/N2402
Credits(NSQF) TBD Version number 1.0
Industry BFSI Drafted on 05/06/16
Industry Sub-sector Lending Last reviewed on 25/10/17
Occupation Microfinance Operations Next review date 30/10/20
BSC/N2403 Disburse microfinance loan
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15
Overview This unit is about facilitating micro-loan disbursal after it has been sanctioned.
BSC/N2403 Disburse microfinance loan
16
Unit Code BSC/N2403
Unit Title (Task)
Disburse microfinance loan
Description This OS unit is about facilitating micro-loan disbursal after it has been sanctioned Scope This unit/task covers the following:
Check status of loan application
Sign the documents and disburse loans
Range: Hand-held POS devices, Computer – MSOffice & Internet
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Checking status of loan application
To be competent, the user/ individual must be able to: PC1. check status of loan application from credit check team PC2. inform customer if loan has been approved
Signing documents and disbursing loans
To be competent, the user/ individual must be able to: PC3. assist customers to come to the branch to complete formalities PC4. ensure the disbursement of loan within stipulated time period
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 operating environment KA2. company’s personnel management and incentives rules KA3. company’s rules related to sexual harassment and gender equality KB4. standard operating procedure (SOP) for microfinance KA5. importance of the individual’s role in the workflow KA6. reporting structure and escalation mechanism KA7. company’s policy on maintaining inactive accounts
B. Technical Knowledge
The individual on the job needs to know and understand: KB12. types and features of products and services offered to target customers KB13. micro-finance regulations, standard code of conduct and self-regulatory
associations such as mfin and sa-dhan KB14. legal bindings of undertaking micro-finance activities in India and procedure
laid down for micro-lending by NBFC and micro-finance company KB15. parameters important for customers to obtain good credit scores KB16. modes of disbursal and repayments available to customer KB17. risks associated with various products and compliance procedures KB18. types of customer segments and their suitability to products offered KB19. procedures for assisting customers with application forms and policies KB20. signing policy of the company for loan disbursal KB21. security procedures for handling customer information KB22. procedure for digitally updating disbursal details, if required KB23. factors that impact the creditworthiness of the customer KB24. basic economic, accounting and financial concepts such as interest rates,
profit & loss, etc.
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BSC/N2403 Disburse microfinance loan
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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 and understand organisational and regulatory guidelines SA2. read and understand status of application
Writing Skills
The user/individual on the job needs to know and understand how to: SA3. prepare reports and summary of the documents for review
Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to: SA4. communicate clearly with the customer using language that the individual
understands SA5. share knowledge with peers and superiors
B. Professional Skills
Decision Making
The user/individual on the job needs to know and understand: SA6. when to approach customer for completing loan disbursal process
Plan and Organize
The user/individual on the job needs to know and understand how to: SA7. prioritise and execute tasks within the scheduled time limits SA8. adjust according to changing requirements in the field
Customer Centricity
The user/individual on the job needs to know and understand how to: SA9. treat customers’ personal information as confidential SA10. work for best interests of the customers SA11. refrain from corrupt and illegal dealings
Problem Solving
The user/individual on the job needs to know and understand how to: SB12. resolve problems arising from either technical issues, administration related
issues and escalate those that cannot be resolved
Analytical Thinking
The user/individual on the job needs to know and understand how to: SB13. Correlate with credit checks reports of internal team before disbursing loans
Critical Thinking
The user/individual on the job needs to know and understand how to: SB14. pay attention to detail while handling customer interactions
BSC/N2403 Disburse microfinance loan
18
NOS Version Control
NOS Code BSC/N2403
Credits(NSQF) TBD Version number 1.0
Industry BFSI Drafted on 05/06/16
Industry Sub-sector Lending Last reviewed on 25/10/17
Occupation Microfinance Operations Next review date 30/10/20
BSC/N2404 Collect receivables and follow-up
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19
Overview This unit is about providing support and on-going services to customers who have opened an account.
BSC/N2404 Collect receivables and follow-up
20
Unit Code BSC/N2404
Unit Title (Task)
Collect receivables and follow-up
Description This OS unit is about providing support and on-going services to customers who have opened an account
Scope This unit/task covers the following:
Follow-up and collect any loan repayments, fees and charges
Update settlements
Report fraud
Range: Hand-held POS devices, Computer – MSOffice & Internet
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Following-up and collecting any loan repayments, fees and charges
To be competent, the user/ individual must be able to: PC1. ensure that collection process and legal guidelines are adhered to PC2. conduct biometric verification of all those present to record attendance at
group meetings PC3. report to branch, deposit all cash collected and sign-off on the drop PC4. perform all accounting formalities for cash collected PC5. interact with different teams at appropriate verticals and if required engage
them collections PC6. follow-up and recovery of overdue from the defaulter/ debtors
Updating settlements
To be competent, the user/ individual must be able to: PC7. update settlement details, if any, for loan repayments collected PC8. recommend doubtful overdue cases for writing off in coordination with credit
department
Reporting frauds
To be competent, the user/ individual must be able to: PC9. seek proof of insurance in case of theft or loss of cash and report to senior
management
PC10. report any fraudulent activity in the field to vigilance
PC11. recommend policy initiatives
PC12. follow up with legal cell for any legal actions taken on non-recoverable(s)
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 operating environment and policy for collection KA2. company’s personnel management and incentives rules KA3. company’s rules related to sexual harassment and gender equality KA4. company’s pricing and discount policies KA5. standard operating procedure (SOP) guidelines for performing
correspondent’s and facilitator’s function KA6. importance of the individual’s role in the workflow KA7. reporting structure and dispute redress mechanism
B. Technical Knowledge
The individual on the job needs to know and understand: KB1. identification of signs of fraudulent activities in micro-finance KB2. fraud prevention and reporting methods
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BSC/N2404 Collect receivables and follow-up
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KB3. options for legal actions that may be required for non-recovery cases KB4. security procedures for handling customer information KB5. operating procedure to update status of receivables and recoveries KB6. procedure for digitally updating customer details, if required KB7. factors that impact the creditworthiness of the customer KB8. basic economic, accounting and financial concepts such as interest rates,
profit & loss, etc. KB9. basic accounting techniques for recording transactions, as per company’s
policy
Skills (S)
A. Core Skills/
Generic Skills
Reading Skills
The user/individual on the job needs to know and understand how to: SA1. read and understand organisational and regulatory guidelines SA2. read terms and conditions of customer contracts
Writing Skills
The user/individual on the job needs to know and understand how to: SA3. prepare reports and summary of documents for review SA4. prepare customer follow-up status reports
Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to: SA5. listen to customers and be able to offer service support that are pertinent to
their requirements SA6. communicate clearly with customer using language that the individual
understands SA7. communicate and share knowledge with peers and supervisor
B. Professional Skills
Decision Making
The user/individual on the job needs to know and understand how to: SB1. when to initiate action against fraud or non-recoverable dues
Plan and Organize
The user/individual on the job needs to know and understand how to: SB2. be prepared with documents and instructions prior to meeting SB3. adjust according to changing requirements in the field SB4. organise work and time in order to maximise productivity
Customer Centricity
The user/individual on the job needs to know and understand how to: SA5. treat customers’ personal information as confidential SA6. work for best interests of the customers SA7. refrain from corrupt and illegal dealings
Problem Solving
The user/individual on the job needs to know and understand how to:
BSC/N2404 Collect receivables and follow-up
22
SB8. resolve problems arising from either technical issues, administration related issues and escalate those that cannot be resolved
Analytical Thinking
The user/individual on the job needs to know and understand how to: SB9. analyse reasons for default and likely/ extent of probable default rate
Critical Thinking
The user/individual on the job needs to know and understand how to: SB10. pay attention to detail while handling customer interactions
BSC/N2404 Collect receivables and follow-up
23
NOS Version Control
NOS Code BSC/N2404
Credits(NSQF) TBD Version number 1.0
Industry BFSI Drafted on 05/06/16
Industry Sub-sector Lending Last reviewed on 25/10/17
Occupation Microfinance Operations Next review date 30/10/20
BSC/N9901 Communicate effectively and maintain customer-centric service orientation
--------------------------------------------------------------------------------------------------------------------
24
Overview This unit is about communicating effectively with customers, superiors and colleagues in order to achieve a smooth workflow and maintaining customer-centric service orientation in order to achieve greater client engagement and higher customer satisfaction
BSC/N9901 Communicate effectively and maintain customer-centric service orientation
25
Unit Code BSC/N9901
Unit Title (Task)
Communicate effectively and maintain customer-centric service orientation
Description This OS unit is about communicating effectively with customers, superiors and colleagues in order to achieve a smooth workflow and maintaining customer-centric service orientation in order to achieve greater client engagement and higher customer satisfaction
Scope This unit/task covers the following:
Communicate with BFSI customers and colleagues
Maintain service orientation
Performance Criteria (PC) w.r.t. the Scope
Element Performance Criteria Communicating with BFSI customers and colleagues
To be competent, the user/ individual must be able to: PC1. practice good listening, speaking and personal presentation PC2. address escalated customer concerns with poise and educate colleagues on
good practices in customer handling PC3. teach colleagues to be sensitive to: language, gender, cultural and social
differences in addressing customers, superiors and colleagues PC4. clearly communicate work output requirements, targets, performance
indicators, incentives and give feedback on work performance with positive attitude
PC5. train staff to 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 quick decision making PC8. train staff to aim to gain customer loyalty and satisfaction PC9. promote clarity, honesty and transparency in dealing with customers and
colleagues PC10. educate team on adverse consequences of avoid mis-selling and misinforming PC11. maintain focus on enhancing brand value of company through superior
customer service
Knowledge and Understanding (K)
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 rules related to sexual harassment and gender equality KA3. company’s reporting structure KA4. company’s documentation policy KA5. company’s customer profile and service standards KA6. company’s policy on regulatory compliance
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B. Technical Knowledge
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 KB22. geographical variations of spoken languages
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 mails and memos
Oral Communication (Listening and Speaking skills)
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
BSC/N9901 Communicate effectively & maintain customer-centric service orientation
27
SA9. use the communications systems of the company, e.g., telephone, fax, public announcement systems
SA10. E-mail and use Internet for communicating SA11. use of audio-visual aids to communicate complex issues
B. Professional Skills
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. prepare or keep a list of ‘frequently asked question’ when handling customer
queries SB5. address specific queries of privileged or ‘High Net-worth’ customers on
priority SB6. complete task on time using proper software aids
Customer Centricity
The user/ individual on the job needs to know and understand how to: SB7. make the customer comfortable by communicating effectively to complete
service requests SB8. address queries and concerns in a calm and collected manner SB9. escalate customer concerns that are beyond the scope of handling
Problem Solving
The user/ individual on the job needs to know and understand how to: SB10. resolve interpersonal issues with superiors and colleagues by communicating
in time, in order to achieve smooth workflow SB11. coordinate with different departments and multi-task as necessary SB12. contribute to quality of team work and achieve smooth workflow SB13. share work load as required SB14. delegate work in consultation with superior or as necessary instead of
allowing work to pile up SB15. troubleshoot basic technical problems
Analytical Thinking
The user/ individual on the job needs to know and understand how to: SB16. analyse communication patterns with colleagues and customers to improve
outcomes and deal with situations SB17. understand the performance of the computer or device and avoid opening
too many applications to avoid device hanging problem
BSC/N9901 Communicate effectively & maintain customer-centric service orientation
28
Critical Thinking
The user/ individual on the job needs to know and understand how to: SB18. improve work processes by interacting with others and adopting best
practices SB19. resolve recurring inter-personal or system related conflicts with colleagues
that hinder customer service SB20. act upon constructively on any problems as pointed by customers SB21. handle personality clashes effectively SB22. get antivirus installed in your device to prevent data and software from any
malware or software virus
BSC/N9901 Communicate effectively & maintain customer-centric service orientation
29
NOS Version Control
NOS Code BSC/N9901
Credits(NSQF) TBD Version number 1.0
Industry BFSI Drafted on 05/06/16
Industry Sub-sector Lending Last reviewed on 25/10/17
Occupation Microfinance Operations Next review date 30/10/20
BSC/N9903 Maintain integrity and ethics
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30
Overview This unit is about maintaining integrity of transactions, ensuring data security, and practicing ethical behaviour.
BSC/N9903 Maintain integrity and ethics
31
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
Scope 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 Performance Criteria
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
Knowledge and Understanding (K)
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 and gender equality KA4. company’s reporting structure KA5. company’s documentation policy KA6. company’s customer profile
B. Technical Knowledge
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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BSC/N9903 Maintain integrity and ethics
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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
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 effectively with the customers about information security and
building trust
B. Professional Skills
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 how to: SB4. provide proper advice or guidance to colleagues to deal with sensitive issue in
their department or company
Analytical Thinking
The individual on the job needs to know and understand how to: 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 conflicts related to information security by reporting in time
BSC/N9903 Maintain integrity and ethics
33
NOS Version Control
NOS Code BSC/N9903
Credits(NSQF) TBD Version number 1.0
Industry BFSI Drafted on 05/06/16
Industry Sub-sector Lending Last reviewed on 25/10/17
Occupation Microfinance Operations Next review date 30/10/20
BSC/N9904 Focus on teamwork
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34
Overview This unit is about developing healthy team climate and contributing to building effective team for smooth workflow and target achievement in time.
BSC/N9904 Focus on teamwork
35
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
Scope This unit/task covers the following:
Develop healthy team climate
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
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
Knowledge and Understanding (K)
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 rules related to sexual harassment KA3. company’s reporting structure KA4. company’s documentation policy KA5. company’s customer profile and service standards KA6. company’s policy on regulatory compliance
B. Technical Knowledge
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
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
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BSC/N9904 Focus on teamwork
36
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
Oral Communication (Listening and Speaking skills)
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
B. Professional Skills
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 and targets 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
BSC/N9904 Focus on teamwork
37
NOS Version Control
NOS Code BSC/N9904
Credits(NSQF) TBD Version number 1.0
Industry BFSI Drafted on 05/06/16
Industry Sub-sector Lending Last reviewed on 25/10/17
Occupation Microfinance Operations Next review date 30/10/20
Qualifications Pack For Microfinance Executive
38
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]
Qualifications Pack For Microfinance Executive
39
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
Qualifications Pack For Microfinance Executive
40
CRITERIA FOR ASSESSMENT OF TRAINEES
Job Role: Microfinance Executive Qualification Pack: BSC/Q2401 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 50% 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: 200 Marks Allocation
Assessment Outcomes
Assessment Criteria for Outcomes Total
Marks Out of
Theory
Skills Practica
l
BSC/N2401 Source micro-finance customers
PC1. know the territory assigned and identify customer groups by economic activity of the territory
100 100 60 40
PC2. survey the given territory and assess business potential, keeping the requirements of eligibility of target customers as per company norms and the various statutory regulations in mind
PC3. organise group meetings in association with local panchayats or local government bodies
PC4. distribute pamphlets with product details
PC5. conduct initial discussions with potential clients to understand their financial needs
PC6. form small borrower groups by economic activity or common borrowing needs
PC7. explain the micro-finance process, loan amounts and repayments as well as group responsibilities
PC8. ensure that potential customers fully understand all aspects of the micro-finance process and responsibilities
PC9. educate the customers on the benefits of micro-finance, interest rates, fees and charges
Qualifications Pack For Microfinance Executive
41
Compulsory NOS
Total Marks: 200 Marks Allocation
Assessment Outcomes
Assessment Criteria for Outcomes Total
Marks Out of
Theory
Skills Practica
l
PC10. sell other products such as insurance and pension schemes, both private and public, as per company’s policy
PC11. update details of customers acquired and their status into the information systems/ records
PC12. prepare and submit periodic reports on status of acquired customers to supervisor/ manager
PC13. discuss and set revenue/ account targets with supervisor/ manager, as per company’s policy
PC14. prepare reports on targets achieved and review future target
PC15. prepare status reports on defaults, insurance claims, etc.
100 60 40
BSC/N2402 Assist with micro-finance application process
PC1. obtain all KYC related documents from client
40 40 20 20
PC2. obtain all biometric inputs of customers into the designated IT systems
PC3. assist with filling in the application form
PC4. go back for any missing information or document, if required
PC5. obtain credit rating, as per company’s policy
PC6. verify validity of all KYC documents
PC7. perform documentation re-check at the NBFC/ micro-finance company
PC8. read credit check conducted by team at the branch
PC9. pursue referrals enquiring about the past records/ business of the customer to ensure safety of dealing with customer
PC10. input all data requirements into the system for verification and approval/ handover application to credit-check team
PC11. update details of accounts opened and their status into information system or records
PC12. prepare and submit periodic reports on status of acquired customers to designated superior
PC13. discuss and set revenue or account targets with superior, as per company’s policy
PC14. prepare reports on targets achieved and review future target
PC15. follow proper procedures as laid down by the bank in handling sensitive and confidential customer information
40 40 20 20
BSC/N2403 Disburse microfinance loan
PC1. check status of loan application from credit check team
10 10 10 0 PC2. inform customer if loan has been approved
PC3. assist customers to come to the branch to complete formalities
Qualifications Pack For Microfinance Executive
42
Compulsory NOS
Total Marks: 200 Marks Allocation
Assessment Outcomes
Assessment Criteria for Outcomes Total
Marks Out of
Theory
Skills Practica
l
PC4. ensure the disbursement of loan within stipulated time period
10 10 10 0
BSC/N2404 Collect receivables and follow-up
PC1. ensure that collection process and legal guidelines are adhered to
35 35 20 15
PC2. conduct biometric verification of all those present to record attendance at group meetings
PC3. report to branch, deposit all cash collected and sign-off on the drop
PC4. perform all accounting formalities for cash collected
PC5. interact with different teams at appropriate verticals and if required engage them collections
PC6. follow-up and recovery of overdue from the defaulter/ debtors
PC7. update settlement details, if any, for loan repayments collected
PC8. recommend doubtful overdue cases for writing off in coordination with credit department
PC9. seek proof of insurance in case of theft or loss of cash and report to senior management
PC10. report any fraudulent activity in the field to vigilance
PC11. recommend policy initiatives
PC12. follow up with legal cell for any legal actions taken on non-recoverable(s)
35 35 20 15
BSC/N9901 Communicate effectively and maintain customer-centric service orientation
PC1. practice good listening, speaking and personal presentation
5 5 0 5
PC2. address escalated customer concerns with poise and educate colleagues on good practices in customer handling
PC3. teach colleagues to be sensitive to: language, gender, cultural and social differences in addressing customers, superiors and colleagues
PC4. clearly communicate work output requirements, targets, performance indicators, incentives and give feedback on work performance with positive attitude
PC5. train staff to cooperate, coordinate, and collaborate to achieve shared goals
PC6. organize regular feedback collection as per company’s SOP
PC7. address problems by quick decision making
PC8. train staff to aim to gain customer loyalty and satisfaction
PC9. promote clarity, honesty and transparency in dealing with customers and colleagues
Qualifications Pack For Microfinance Executive
43
Compulsory NOS
Total Marks: 200 Marks Allocation
Assessment Outcomes
Assessment Criteria for Outcomes Total
Marks Out of
Theory
Skills Practica
l
PC10. educate team on adverse consequences of avoid mis-selling and misinforming
PC11. maintain focus on enhancing brand value of company through superior customer service
5 5 0 5
BSC/N9903 Maintain integrity and ethics
PC1. refrain from indulging in unfair trade and/or corrupt practices
5 5 0 5
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
5 5 0 5
BSC/N9904 Focus on teamwork
PC1. share relevant inputs, feedback and insights to build mutual trust
5 5 0 5 exchange, defend and rethink ideas
support team members to accomplish goals
facilitate group decision making and deal productively with conflict
5 5 0 5
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