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    Introduction

    EnAble India working with the disabled section of society is seeking to understand the realitiesabout 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 / sectorsthrough research on World of Employment for the Disabled

    EnAble India wishes to know the positioning and the product focus of each of listed sectors inorder to help prepare internal training modules that showcase the various sectors, the kind ofwork 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 andinformation documents, which in turn will help achieve the learning objectives stated above

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    Introduction

    Fourth Wave Foundation undertook an analysis across sectors that were chosen by EnAble Indianamely

    a) Organized retail

    b) Telecommunication Servicesc) Fast Moving Consumer Goods (FMCG)d) Banking Financial Services & Insurance (BFSI)e) Hospitals, Pathology Laboratories, Allied Servicesf) IT/ITES

    Region: Bangalore

    Period of consideration for informationlast 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 werecovered 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/supervisorsfrom 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 jobprofiles that would suit three category mainly emphasized by EnAble India Manual, semi-skilled and skilled categories

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    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 workon 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 researchfocuses only on job categories that form the major part of the work within the organization.

    Introduction

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

    As Indian economy booms, the disabled fall behind. World BankDespite enacting landmark legislation to promote the rights of persons with disability in the pastdecade and an increasing awareness of their marginalization, India's actions to promote the rights of8% of its 1.1 billion citizens has been found wanting. 'People with Disabilities in India

    Executive Summery:

    Content withheld as this is sample

    Content withheld as this is sample

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    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 sociallysensitive decision, which will generate 100,000 jobs per annum for persons with disability, the scheme will beapplicable.

    The Rs.18 billion proposed amount for the scheme will come from the resources generated by the social justiceand empowerment ministry

    Central Government has approved an incentive scheme to employers in the private sector for providing jobs topersons 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 ofemployers contribution to the Employees Provident Fund and Employees State Insurance for the first threeyears.

    Retail

    BFSI

    FMCG

    TelecommunicationServices

    Hospitals and Pharmacy

    IT/ITES

    Others

    Low High

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    Elements that drive the varioussectors

    Inclusion; Why arent we there yet

    Lack of knowledge ofdisability and jobs thatfit various degrees of

    disability

    Need for rules andregulations that

    encourage employment

    Customerexpectations are sky-

    high in a multi-channelworld

    Sensitization /sensitivity mandate:Translate into more demands

    Top 3 reasons sited fornon inclusion

    Content with held as this is sample

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    V H P S/U/M G+/M+/BL

    P S M+

    H P S M+

    P S M+

    S M+

    P S M+

    H P M L

    S G

    P U M+

    S G

    H P S G

    P S G

    P S M+

    V P S M+

    P S M+

    H P S G

    H P U M+

    P S G

    H P U M+

    H P S G

    H P M L

    Area Manager

    Cashier

    Fresher/ Trainee/ Mang Trainee

    Trainer and related jobs

    Merchandiser

    Store Boy/Handy Boy

    Regional Manager

    Sales Exec/ Sales Rep

    Technical - Manager

    Visual Merchandiser

    Buyer / Sourcing Manager

    Floor Manager

    Front Desk

    Inventory Control Manager

    Operations Officer

    Quality Assurance/ Control

    Retail Store Manager

    Shift Manager

    HR/Admin/Finance/Accounts

    House Keeping related Jobs

    Job Compendium: Organized Retail

    *GREEN JOBS:HR executive & related jobsTrainer & related jobsAccountant/accounts assistant& related jobsHousekeeping & related jobsCashier & related jobsFront Office & related jobs

    Industry can accommodate

    Training will facilitate

    *Green Jobs * ( jobs

    common across sectors

    and companies suitable

    for disabled with right set

    of skills )

    Acquired skill will help in

    building a carrier

    Company commitment to

    train and employ disabled

    Crucial contentwithheld as this isfor sample only

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    Role/Job Store boy Handy boy HouseKeeping

    Quality Shift Mang

    Level of language &Communication SkillsEnglish (Speak/Read/Write)

    Hindi (Speak/Read/Write)

    Local Language (Speak/Read/Write)

    Sitting/Standing Job

    Mobility Requirements(to move constantly within/ outside the office)

    Motor Skills/speed requirements

    Ability to work in a T\team

    Basic Analytical Skills

    Physical Strength

    Ability to work long hours

    Minimum qualification

    Requirements of Unskilled/ Manual Jobs

    Organized Retail

    Language and Communication Skills: Speak being the basic requirementYes: ability to speak read and write moderate

    Read and write are additional and not mandatory where speak is specified

    Content withheld this is sample

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    Analyze suitable /unsuitable for a person withVisual ImpairmentHearing Impairment

    Physical Disability

    Store boy Handy boy House Keeping Quality Shift Mang

    Experience required at the time of hiring

    Training given on joining in general terms

    Key Challenges/Stresses of the role

    Main success factors for the role

    Typical working hours

    Realistic salary (Average industry level)

    Opportunities for personal growth

    Reasons why some people do not do well in therole

    On salary levels :Average salary

    Salary for a fresherBonus/OT

    Any concession for PWD

    Organized Retail

    Requirements of Unskilled/ Manual Jobs

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

    Content withheld as this is sample

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    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)

    Analytical Skills

    Accounting Skills

    Other Specialized Skills

    Requirements for Semi-skilled/skilled Jobs

    Organized Retail

    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

    Content withheld as this is sample

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    Analyze suitable for a personwith

    Visual ImpairmentHearing ImpairmentPhysical Disability

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

    Experience required at thetime of hiring

    Training given on joining

    Key Challenges/Stresses ofthe role

    Main success factors for therole

    Typical working hours

    Realistic salary

    Opportunities for personalgrowth

    Reasons people do not dowell

    On salary levels :Average salarySalary for a fresherBonus/OT

    Organized Retail

    Requirements for Semi-skilled/skilled Jobs

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

    Content withheld as this is sample

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    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, applicationprocessing, verifications, market analysis, financial statement analysis etc.

    Size:

    Indian banking sector will grow at a healthy compound annual growth rate (CAGR) of around23.3 per cent till 2011.

    Outsourcing by the BFSI segment in India is expected to grow at an annual rate of 3035 percent.

    Products and Services:

    Retail banking - financial services provided by the high-street banks for individual customers andsmall businesses through their branch network.

    Investment banking - covers the provision of specialized financial services and advice toindustrial, 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 insurancecompanies, insurers spreading their risk by taking on their own insurance against their claims.

    Industry Information:

    BFSI

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    Industry trends and Customer Segment:

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

    Recruitment Policies:

    Most companies welcome applications from all subject disciplines, although a numerate subjectsuch 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 andthe industry, and can often be paid.

    Banking and Investment reports that 85% of banking and investment organizations have offeredinternships 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.

    BFSIIndustry Information:

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    Opportunities in Indian Banking Sector

    NonVoice 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 andresults, the sector offers great opportunities for fast progression to senior managerial positions.

    Schemes offer rotations around various functions and departments so that graduates canexperience 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.

    BFSIIndustry Information:

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    Professionals in industry:

    The BFSI industry offers a wide range of jobs, including sales, surveying, claims handling andinvestigation, underwriting, risk management, investment management, and pensionsmanagement.

    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 theyare part of non-banking related administration, housekeeping and facilities maintenance.

    Responsibilities/challenges in different job types:

    (we have dealt with job types that contr ibu tes to 60% of th e 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.

    BFSIIndustry Information:

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    Job Flow Chart: Various Verticals within BFSIBFSI

    Ensure Customer Information and Data Security Improve Customer Service Quality

    Improve Customer Retention Manage Customer Service Expectations and Costs

    - GeneralCustomerservice

    - Frauddetection

    - Cross selling,up selling

    - Customeranalytics forretention, crossselling, newproduct offering

    - Accountadministration

    - Processingcustomerrequests

    - Processingrefunds

    Deliverycapability

    -Telephone- -Web Chat- -Email- -Fax-Channels

    Credit Cards Mortgages Retail Banking Property & Casualty Telecom & Media

    - Remittanceprocessing

    - Renewals,endorsements

    - Billing

    - General enquiries

    - Informationrequests

    - Customer service

    - Welcome calls

    - Accountmanagement

    - Technical support

    - Billing/ help desksupport

    - Customerretention/ saves

    - Maintenance ofaccount

    - Account enquiries

    - Address change

    - Credit requests

    - Statement requests

    - E-mail servicesupport

    - Correspondence andfax

    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

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    Process flow of Retail Banking structure:

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

    BFSIProcess Flow

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    BFSI

    Faster Product

    Introductions

    Expanding Customer

    Base

    Continuous

    Innovation

    Capitalising on

    Newer Technologies

    Acquisition of Account Servicing of Account

    -- Lead generation

    -- Outbound and inbound sales-- Filling form

    -- Tracking application

    -- Credit evaluation

    -- Electronic relationship management

    -- Account administration activities

    -- Default management

    -- Reconciliation services

    BusinessProcess

    Capability

    Web chat, Voice, White mailChannels

    Savings & Current accounts, Loans, Demand drafts, Debit cards,

    Foreign currency transactionsProduct/Segment

    Expertise

    Job Flow/Process: Retail Banking

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

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

    Early Stage Services Late Stage Services

    ClosurePre-charge

    off

    1stparty

    collections

    Early

    collections

    calling

    Skip

    Tracking

    Pre-charge

    off

    3rd party

    collections

    Late

    collections

    calling

    Banking & Financial

    Services

    Credit

    Cards

    Retail

    Banking

    Mortgage Insurance

    BFSI

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    Financial Services Job Process chart

    IncreasingCustomer Base

    CustomerRetention

    ProcessQuality

    MigratingRisks

    CustomerAcquisition

    Customer Service &Fulfillment

    Back Office TransactionProcessing

    Collections

    Credit

    Cards- Direct marketing

    - Outbound

    telemarketing

    - Inboundtelemarketing

    - Up & Crossselling

    - Account maintenance

    - Contact details

    - Payment options

    - Account closure

    - Query management

    - Transaction related

    - Payment related

    - Product related

    - Helpdesk activities

    - Interactive services(Email/ Web chat)

    - Disputes andcomplaints resolution

    - Cross Selling

    - Mortgage origination

    - Remittance processing

    - Item processing- Loan vault conversion

    - Claims processing

    - Adjudication

    - Re-pricing

    - Settlement

    - Disputed claims

    processing

    - Early stagecollections

    - 1st

    party- Pre-charge off

    - Late stage

    collections

    - 3rdpartycollections

    - Skip tracking

    Custody

    RetailBanking

    Mortgage

    Generaland Life

    Insurances

    Research & Analysis

    BFSI

    BFSI

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    V H P S/U/M G+/M+/BL

    V

    V

    Interactive services

    Quality

    Job Compendium:

    *GREEN JOBS:HR executive & related jobsTrainer & related jobsAccountant/accounts assistant& related jobsHousekeeping & related jobsCashier & related jobsFront Office & related jobs

    Industry can accommodate

    Training will facilitate

    *Green Jobs * ( jobs

    common across sectors

    and companies suitable for

    disabled with right set of

    skills )

    Acquired skill will help in

    building a carrier

    Company commitment to

    train and employ disabled

    Core Jobs

    Audit

    Treasury Marketing FOREX

    Corporate Banking Officer

    Credit Analyst

    FOREX Dealer

    Business//Credit Research Analyst

    Compliance & Control

    Customer Relation Jobs

    Billing/Collections

    In bound out bound calls

    Back Office transaction processing

    Relationship Manager

    Phone Banking Officer

    Product Manager

    Account related

    Acquisition

    Servicing

    BFSI

    Content withheld as this is sample

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    Learning

    There needs to be a constructive dialogue between workers and management sensitizing bothsegments 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 bestarting points for enrolling them

    Sectors like IT and ITes have well defined and explicitly clear policies that encourage disabledpeople to apply and ensures equal employment opportunities

    Various organizations have a clause that say they are equal employment opportunity employers butare 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 isdifficult to provide jobs that fit right, therefore encourage part time employment till they archivedesired performance levels

    Pay will not be lower than that required by local law or, in the absence of a law, the level paidgenerally within that industry