Introduction

1. 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

2. 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

3. 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. Introduction

4. 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’ Executive Summery: Content withheld as this is sample • Content withheld as this is sample

5. 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

6. Content with held as this is sample Top 3 reasons sited for non inclusion Elements that drive the various sectors Inclusion; Why aren’t we there yet • Lack of knowledge of disability and jobs that fit various degrees of disability • Need for rules and regulations that encourage employment • Customer expectations are sky-high in a multi-channel world Translate into more demands Sensitization /sensitivity mandate:

7. Job Compendium: Organized Retail • 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 content withheld as this is for sample only *GREEN JOBS: HR executive & related jobs Trainer & related jobs Accountant/accounts assistant & related jobs Housekeeping & related jobs Cashier & related jobs Front Office & related jobs 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

8. Organized Retail Requirements of Unskilled/ Manual Jobs Content withheld this is sample 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

9. Organized Retail Requirements of Unskilled/ Manual Jobs Content withheld as this is sample Degree of Impairment/disability for specific jobs to be decided by Enable India.

10. Organized Retail Requirements for Semi-skilled/skilled Jobs Content withheld as this is sample 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

11. Organized Retail Requirements for Semi-skilled/skilled Jobs Content withheld as this is sample Degree of Impairment/disability for specific jobs to be decided by Enable India.

12. 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.

13. 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.

14. BFSI Industry Information: 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.

15. BFSI Industry Information: 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.

16. 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 • Maintenance of account • Account enquiries • Address change • Credit requests • Statement requests • E-mail service support • Correspondence and fax • Account administration • Processing customer requests • Processing refunds • General enquiries • Information requests • Customer service • Welcome calls • Account management • Technical support • Billing/ help desk support • Customer retention/ saves • General Customer service • Fraud detection • Cross selling, up selling • Customer analytics for retention, cross selling, new product offering • Remittance processing • Renewals, endorsements • Billing Delivery capability • Telephone- -Web Chat- -Email- -Fax- Channels BFSI 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

17. 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

18. Faster Product Introductions Expanding Customer Base Continuous Innovation Capitalising on Newer Technologies Job Flow/Process: Retail Banking 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 Business Process Capability Web chat, Voice, White mail Channels Savings & Current accounts, Loans, Demand drafts, Debit cards, Foreign currency transactions Product/Segment Expertise BFSI This is a sample of similar job types within BFSI that are desk bound

19. Late collections calling 3rd party collections Pre-charge off Skip Tracking Early Stage Services Late Stage Services Early collections calling 1st party collections Pre-charge off Closure Banking & Financial Services Credit Cards Retail Banking Mortgage Insurance BFSI Common Jobs in BFSI: e.g.: Billing and Collection

20. Financial Services Job Process chart Increasing Customer Base Customer Retention Migrating Risks Process Quality Customer Acquisition Customer Service & Fulfillment Back Office Transaction Processing Collections Credit Cards • - Account maintenance • - Contact details • Payment options • Account closure • Query management • Transaction related • Payment related • Product related • Helpdesk activities • Interactive services (Email/ Web chat) • - Disputes and complaints resolution • - Cross Selling - Mortgage origination - Remittance processing - Item processing - Loan vault conversion - Claims processing - Adjudication - Re-pricing - Settlement - Disputed claims processing - Early stage collections - 1st party - Pre-charge off - Late stage collections - 3rd party collections - Skip tracking • Direct marketing • - Outbound telemarketing • - Inbound telemarketing • - Up & Cross selling Custody Retail Banking Mortgage General and Life Insurances Research & Analysis BFSI

21. Job Compendium: BFSI • 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 *GREEN JOBS: HR executive & related jobs Trainer & related jobs Accountant/accounts assistant & related jobs Housekeeping & related jobs Cashier & related jobs Front Office & related jobs 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 Content withheld as this is sample

22. 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