ontents - National Skill Development Corporation€¦ · Brief Job Description: Loan Approval Officer is responsible for evaluating, ... Performance Criteria As described in the relevant

1

Qualifications Pack: Manager - Loan Approval

(Electives: Management Control System /

Valuation & Certification for Gold Loan)

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…..…...... P49

6. Assessment Criteria for each NOS….P51

➢ 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: [email protected]

SECTOR: BANKING, FINANCIAL SERVICES AND INSURANCE (BFSI)

SUB-SECTOR: LENDING

OCCUPATION: Retail Asset Management Centre/ Central Processing Unit

REFERENCE ID: BSC/Q2301

ALIGNED TO: NCO-2015/ 3312.0101

Brief Job Description: Loan Approval Officer is responsible for evaluating, authorizing or recommending approval of loan applications for people and businesses. The individual at work prepares or reviews loan application file, performs checks, approves loan and submits recommendations for loans beyond limits for further approval.

Electives:

Elective 1: Management Control System: As part of control office, the individual may also create or review an information base for strategy decision-makers for centralised or de-centralised functions.

Elective 2: Valuation & Certification for Gold Loan: The individual may also have to certify the assayed value of gold deposited by customer for the purpose of availing (gold) loan.

Personal Attributes: The job requires the individual to be able to multitask accurately within fixed timelines, have eye for detail and work on computer for long hours.

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Introduction

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR BFSI INDUSTRY

mailto:[email protected]

Qualifications Pack For Manager - Loan Approval

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Qualifications Pack Code BSC/Q2301

Job Role Manager - Loan Approval

Credits(NSQF) TBD Version number 1.0

Sector BFSI Drafted on 17/07/16

Sub-sector Lending Last reviewed on 27/09/17

Occupation Retail Asset Management/ Central Processing (Centre)

Next review date 30/09/20

NSQC Clearance on NA

Job Role Loan Approval Officer

Role Description Prepare or review loan application file, perform checks, approve loan and submit recommendations for loans beyond limits for further approval

NSQF level

Minimum Educational Qualifications

Maximum Educational Qualifications

6

Graduate

Not Applicable

Prerequisite License or Training Not Applicable

Minimum Job Entry Age 21 years

Experience Minimum preferable 2 years as Manager/ Deputy Manager – RAC

Applicable National Occupational

Standards (NOS)

Compulsory: 1. BSC/N2301 Prepare loan file 2. BSC/N2302 Review and approve loan 3. BSC/N2303 Perform post loan-processing tasks 4. BSC/N9901 Communicate effectively and maintain

customer-centric service orientation 5. BSC/N9903 Maintain integrity and ethics 6. BSC/N9904 Focus on teamwork

Electives (mandatory to select at least one): Elective 1. Management Control System 1.1 BSC/N2313 Create and/or review management control

system

Elective 2. Valuation and Certification for Gold-loan Gems & Jewellery/ Hand-made Gold & Gems-set Jewellery 1.2 G&J/N0402 Assay and administer hallmark on the

precious-metal product

Performance Criteria As described in the relevant OS units

Job

Det

ails

Qualifications Pack Manager - Loan Approval

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Keywords /Terms Description

Core Skills/Generic Skills

Core Skills or Generic Skills are a group of skills that are key to learning and working in today's world. These skills are typically needed in any work environment. In the context of the NOS, these include communication related skills that are applicable to most job roles.

Function

Function is an activity necessary for achieving the key purpose of the sector, occupation, or area of work, which can be carried out by a person or a group of persons. Functions are identified through functional analysis and form the basis of NOS.

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

Knowledge and Understanding

Knowledge and Understanding are statements which together specify the technical, generic, professional and organizational specific knowledge that an individual needs in order to perform to the required standard.

National Occupational Standards (NOS)

NOS are Occupational Standards which apply uniquely in the Indian context

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

Organisational Context Organisational Context includes the way the organization is structured and how it operates, including the extent of operative knowledge managers have of their relevant areas of responsibility.

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

Qualifications Pack(QP)

Qualifications Pack comprises the set of NOS, together with the educational, training and other criteria required to perform a job role. A Qualifications Pack is assigned a unique qualification pack code.

Qualifications Pack Code

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

Scope Scope is the set of statements specifying the range of variables that an individual may have to deal with in carrying out the function which have a critical impact on the quality of performance required.

Sector Sector is a conglomeration of different business operations having similar businesses and interests. It may also be defined as a distinct subset of the economy whose components share similar characteristics and interests.

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

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

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

Def

init

ion

s

Qualifications Pack Manager - Loan Approval

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Keywords /Terms Description

CRM Customer Relationship Management

ERM Enterprise Risk Management

ERP Enterprise Resource Planning

FAM Final Approval Memo

HR Human Resources

HRM Human Resource Management

IRR Internal Rate of Return

KYC Know Your Customer

MIC Management Information Centre

MIS Management Information System

NPA Non-performing Assets

NSQF National Skills Qualifications Framework

QP Qualification Pack

OS Occupational Standards

RAC Retail Asset Centre

RBI Reserve Bank of India

SWOT Strength Weakness Opportunity Threat

TAT Turn-around Time

Acr

on

yms

BSC/N2301 Prepare loan file

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Overview

This unit is about preparing loan file for approval recommendations.


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Unit Code BSC/N2301

Unit Title (Task)

Prepare loan file

Description This OS unit is about preparing loan file for approval recommendations Scope This unit/task covers the following:

• Check documents

• Prepare summary sheet for loan

Range: Computer, MS Office, in-house banking software

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

Element Performance Criteria Checking documents

To be competent, the user/ individual must be able to: PC1. receive list of applicants and the respective loans applied for PC2. obtain all information/documents necessary for applying for each type of loan

from sales agent/client liaison PC3. verify whether all documents listed in the document checklist are received PC4. check for type of loan applied for and required steps in the approval process

for the same PC5. obtain/prepare list of officers/departments that are required to sign-off on

the various steps along the loan approval process PC6. combine all collected documents into the loan file PC7. scrutinize the file for any missing information/documents PC8. contact client liaison or sales agent if any further documentation or

clarifications are required to complete loan file PC9. raise queries to manager/supervisor as appropriate in case any clarifications

regarding the file are required

Preparing summary sheet for loan

To be competent, the user/ individual must be able to: PC10. analyse applicant’s financial status through documents received such as

property related documents, income statements etc. PC11. compile basic financial indicators such as accumulated repayment capacity

indicator, free net cash flow indicator, indebtedness ratio, etc. as per company’s guidelines

PC12. compute loan repayment schedule to determine most appropriate loan terms and conditions

PC13. ensure loan file is developed in accordance with pre-defined structure PC14. prepare summary sheet for loan file containing the key characteristics of the

loan application and applicant profile including financial indicators compiled in a concise manner

PC15. label loan file with required instructions for various departments/officers and approvals necessary for processing the loan

PC16. prepare reports on status of loan files prepared PC17. adhere to scheduled timelines for compiling documents PC18. inform Supervisor of any technical errors/delays encountered

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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 growth targets and philosophy KA2. company’s policy and work instructions KA3. company’s service quality and compliance standards KA4. company’s rules for third-party associate management KA5. company’s personnel management and incentives rules KA6. company’s rules related to sexual harassment KA7. company’s rules related to sexual harassment KA8. importance of the individual’s role in the workflow KA9. reporting structure

B. Technical Knowledge

The individual on the job needs to know and understand: KB1. types of loan products and services offered by organization

KB2. types of documents and information required for a loan application from the

client such as KYC and forms, photographs, attested certificates, etc.

KB3. organizational procedure for loan approval process

KB4. credit risk and regulatory guidelines outlined by the organization relevant to

loans such as sectors to avoid, customer profiles to scrutinize

KB5. impact and Implications of not following risk compliance requirements

KB6. credit risk, financial and regulatory guidelines regarding loans outlined by the

Central Bank (RBI) and other relevant authorities

KB7. relevant legal knowledge– value of stamp paper on which agreement is to be

signed according to loan value, guarantor details mandated, verification of

title, etc.

KB8. quality standards set by organization for loan approval process

KB9. operational procedure for information systems used in the organization

KB10. customer profiling concepts such as income stability, age, dependent status,

etc.

KB11. escalation matrix for unresolved problems and concerns

KB12. administrative and clerical procedures and systems such as word processing, managing files, records, and other office procedures

KB13. nature and types of various loans and their terms of services and conditions KB14. basic economic principles, understanding of financial industry and markets,

reporting of financial data KB15. credit concepts and methods to assess credit worthiness\ KB16. preparation of credit memorandum KB17. finance and accounting concepts such as minimum interest rates, IRR,

payment schedule norms, processing fee norms, etc. KB18. typical risks and frauds in lending KB19. techniques to identify red flags in application forms/documents KB20. laws, legal codes, court procedures, precedents, government regulations,

executive orders, agency rules relevant to background and credit checks KB21. codes and labels used by organization for processing loans KB22. limits specified by organization for approving loans within officer’s discretion


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KB23. information systems and controls KB24. basic computer and IT skills to operating underwriting software/organization’s

Skills (S)

A. Core Skills/ Generic Skills

Reading Skills

The user/individual on the job needs to know and understand how to: SA1. fill forms, label documents in clear manner SA2. prepare concise reports and summary of loan documents for review

Writing Skills

The user/individual on the job needs to know and understand how to: SA3. write sentences, paragraphs in work related documents SA4. understand organizational and industry related regulations and guideline

Oral Communication (Listening and Speaking skills)

The user/individual on the job needs to know and understand how to: SA5. listen to instructions and feedback from superiors and other departments, take

time to understand the points made and asking relevant questions to complete the loan appraisal process effectively

SA6. communicating in a clear and precise manner with others when receiving inputs or presenting the loan appraisal

B. Professional Skills

Decision Making

The user/individual on the job needs to know and understand how to: SB1. decide what documents are necessary for loan applications and obtain/compile

them accordingly SB2. make clear, logical decisions when compiling loan file

Plan and Organize

The user/individual on the job needs to know and understand how to: SB3. plan schedule for preparing loan files according to volume of applications and

assigned timelines SB4. work with other colleagues to ensure speedy processing of all loan applications

Customer Centricity

The user/individual on the job needs to know and understand how to: SB5. carefully examine financial status of the client and plan loan payment schedule

convenient for the client

Problem Solving

The user/individual on the job needs to know and understand how to: SB6. address problems arising due to technical issues or administration related

issues and escalate those issues beyond one’s role

Analytical Thinking

The user/individual on the job needs to know and understand how to: SB7. analyse trends from industry reports, financial projections for policies, etc. SB8. to assess financial status based on the relationship and work with client to

establish long term goals

Critical Thinking

The user/individual on the job needs to know and understand how to: SB9. consistently obtain feedback and improve their performance SB10. exercise judgment in unforeseen situations which preserve company values

and are in line with organizational guidelines


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NOS Version Control

NOS Code BSC/N2301


Industry BFSI Drafted on 17/07/16

Industry Sub-sector Lending Last reviewed on 27/09/17



BSC/N0402 Review and approve loans --------------------------------------------------------------------------------------------------------------------

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Overview

This unit is about verifying applications to seek additional financial and/or background inputs; reviewing; and approving loans.

BSC/N2302 Review and approve loans

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Unit Code BSC/N2302

Unit Title (Task)

Review and approve loans

Description This OS unit is about verifying applications to seek additional financial and/or background inputs; reviewing; and approving loans

Scope This unit/task covers the following:

• Verify applications for additional financial/background inputs

• Review and approve loans

Range: Computer, MS Office, in-house banking software


Element Performance Criteria Verifying applications for additional financial/background inputs

To be competent, the user/ individual must be able to: PC1. submit applicant details for background and profile checks PC2. initiate field credit investigations by notifying external/field agent, if

applicable PC3. conduct a tele-verification for validating preliminary details of customer, if

necessary PC4. submit applications to appropriate credit and risk team/personnel for

customer verification and credit ratings/recommendations reports PC5. compile details such as Fleet list, Repayment Track Record, etc. into the loan

file, to assist in appraising the credit worthiness of the customer PC6. confer with bank experts and underwriters to resolve application problems

such as mortgage evaluation, etc. PC7. update inputs received from experts, background and credit checks into the

loan file PC8. update all details in the loan file into information system, if

necessary/applicable PC9. verify all personnel/teams involved have signed off the loan application

Reviewing and approving loans

To be competent, the user/ individual must be able to: PC10. evaluate application and reports from credit/risk analysts, underwriters/

underwriting software etc. PC11. list out recommendations (pros and cons) after assessment of application

with a clear recommendation for action to be taken PC12. compile the Final Approval Memo (FAM) if applicable PC13. ensure that the purpose of financing and category of customer adheres to

company norms PC14. approve/Reject loans which are within limits specified by the organization PC15. forward loan applications outside/above specified limits to credit

committee/senior loan officer/management for approval PC16. present summary of loan application and appraisal report to credit

committee/management if applicable/necessary PC17. answer queries regarding the loan application and appraisal from the

management/credit committee PC18. prepare reports on status of loan applications processed

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BSC/N2302 Process and review loans

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PC19. adhere to scheduled timelines processing applications PC20. inform Supervisor of any technical errors/delays encountered PC21. respond to any queries regarding application from customer liaison/other

departments



The individual on the job needs to know and understand: KA1. company’s growth targets and philosophy KA2. company’s policy and work instructions KA3. company’s service quality and compliance standards KA4. company’s rules for third-party associate management KA5. company’s personnel management and incentives rules KA6. company’s rules related to sexual harassment KA7. company’s rules related to sexual harassment KA8. importance of the individual’s role in the workflow KA9. reporting structure KA10. company’s mission and values


The individual on the job needs to know and understand: KB1. types of loan products and services offered by organization KB2. types of documents and information required for a loan application from

client such as KYC documents, forms, photographs, attested certificates, etc. KB3. organizational procedure for loan approval process KB4. credit risk and regulatory guidelines outlined by the organization relevant to

loans such as sectors to avoid, customer profiles to scrutinize KB5. impact and Implications of not following risk compliance requirements KB6. credit risk, financial and regulatory guidelines regarding loans outlined by the

Central Bank (RBI) and relevant authorities KB7. relevant legal knowledge– value of stamp paper on which agreement is to be

signed according to loan value, guarantor details mandated, verification of title, etc.

KB8. quality standards set by organization for loan approval process KB9. processes and operational procedure for information systems used in the

organization KB10. customer profiling concepts such as income stability, age, dependent status,

etc. KB11. escalation mechanism for unresolved problems and concerns KB12. administrative and clerical procedures and systems such as word processing,

managing files, records, and other office procedures KB13. nature and types of various loans and their terms of services and conditions KB14. methods of credit evaluation KB15. use of credit memorandum KB16. basic economic principles and understanding of financial industry and

markets KB17. financial and accounting concepts such as minimum interest rates, IRR,

payment schedule norms, processing fee norms, NPA, etc. KB18. risks and frauds history of different types of loans


13

KB19. laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules relevant to background and credit checks

KB20. codes and labels used by organization for processing loans KB21. limits specified by organization for approving loans within officer’s discretion KB22. operating procedures for operating underwriting KB23. software/organization’s information system KB24. technique to interpret credit verification and background reports

Skills (S)


Reading Skills

The user/individual on the job needs to know and understand how to: SA1. fill forms, label documents in clear manner SA2. prepare concise reports and summary of loan documents for review

Writing Skills







Decision Making



Plan and Organize



Customer Centricity



Problem Solving



Analytical Thinking

The user/individual on the job needs to know and understand how to: SB7. analyse trends from industry reports, financial projections for policies, etc.


14

SB8. to assess financial status based on the relationship & work with client to establish long term goals

Critical Thinking




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NOS Version Control

NOS Code BSC/N2302






BSC/N2303 Perform post loan-processing tasks --------------------------------------------------------------------------------------------------------------------

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Overview

This unit is about handing over all processed applications and document records for storage, forwarding processed application details for execution and preparing status report of all the documents.

BSC/N2303 Perform post loan-processing tasks

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Unit Code BSC/N2303

Unit Title (Task)

Perform post loan-processing tasks

Description This OS unit is about handing over all processed applications and document records for storage, forwarding processed application details for execution and preparing status report of all the documents


• Hand over all processed applications and document records for storage

• Forward processed application details for execution

• Prepare status report on all documents processed

Range: Spreadsheet; in-house banking software


Element Performance Criteria Handing over all processed applications and document records for storage

To be competent, the user/ individual must be able to: PC1. combine all relevant documents from approval process into the loan file PC2. destroy documents that are no longer required through appropriate

procedures outlined by organization PC3. update digital loan file with required details if necessary/applicable PC4. forward all application details for approved loans to disbursal team/client

contact personnel for loan disbursement PC5. hand over physical loan file to appropriate personnel/team/third party for

storage

Forwarding processed application details for execution

To be competent, the user/ individual must be able to: PC6. forward all application details for rejected/loans pending further processing

to client contact team/personnel for notifying clients on loan status PC7. prepare report listing all applications processed and status of application PC8. prepare list of all pending applications and timelines for processing them PC9. report any errors/problems faced during approval process for further

action/developing standardized solutions for future cases PC10. submit reports to supervisor/management on number of applications

processed, number of loans approved and rejected

Preparing status report on all documents processed

To be competent, the user/ individual must be able to: PC11. prepare reports on status of loan files processed and handed over PC12. adhere to scheduled timelines processing applications PC13. inform Supervisor of any technical errors/delays encountered PC14. respond to any queries regarding application from customer liaison/other

departments

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BSC/N2303 Perform post loan processing tasks

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The individual on the job needs to know and understand: KA1. company’s growth targets and philosophy KA2. company’s policy and work instructions KA3. company’s service quality and compliance standards KA4. company’s rules for third-party associate management KA5. company’s personnel management and incentives rules KA6. company’s rules related to sexual harassment KA7. importance of the individual’s role in the workflow KA8. reporting structure KA9. company’s mission and values


The individual on the job needs to know and understand: KB1. types of loan products and services offered by organization KB2. types of documents and information required for a loan application from the

client such as KYC documents, forms, photographs, attested certificates, etc. KB3. organizational procedure for loan approval process KB4. credit risk and regulatory guidelines outlined by the organization relevant to

loans such as sectors to avoid, customer profiles to scrutinize KB5. impact and Implications of not following risk compliance requirements KB6. credit risk, financial and regulatory guidelines regarding loans outlined by the

Central Bank and relevant authorities KB7. relevant legal knowledge– value of stamp paper on which agreement is to be

signed according to loan value ratio, guarantor details mandated, verification of title, etc.

KB8. roles and responsibilities of all individuals/teams involved in the loan application process

KB9. quality standards set by organization for loan approval process KB10. processes and operational procedure for information systems used in the

organization KB11. customer profiling concepts such as income stability, age, dependent status,

etc. KB12. escalation matrix for unresolved problems KB13. administrative and clerical procedures and systems such as word processing,

managing files, records, and other office procedures KB14. methods of storage and handling for sensitive documents as stipulated by

organizational procedure KB15. laws, legal codes, court procedures, precedents, government regulations,

executive orders, agency rules relevant to background and credit checks KB16. codes and labels used by organization for processing loans KB17. basic computer and IT skills to operating underwriting

software/organization’s information system

Skills (S)


Reading Skills

The user/individual on the job needs to know and understand how to: SA1. fill forms, label documents in clear manner

BSC/N2303 Perform post loan processing tasks

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SA2. prepare concise reports and summary of loan documents for review

Writing Skills







Decision Making



Plan and Organize



Customer Centricity



Problem Solving



Analytical Thinking

The user/individual on the job needs to know and understand how to: SB7. analyse trends from industry reports, financial projections for policies, etc. SB8. to assess financial status based on the relationship & work with client to

establish long term goals

Critical Thinking




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NOS Version Control

NOS Code BSC/N2303






BSC/N2313 Create and/or review management control system

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Overview

This unit is about creating or managing a management sub-system which coordinates planning, control and information provision – for the purpose of strategic planning, reviewing of MIS, competitive costing and profitability tracking – to assist in decision-making at centralised or de-centralised control offices.


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Unit Code BSC/N2313

Unit Title (Task)

Create and/or review management control system

Description This OS unit is about creating or managing a management sub-system which coordinates planning, control and information provision – for the purpose of strategic planning, reviewing of MIS, competitive costing and profitability tracking – to assist in decision-making at centralised or de-centralised control offices


• Create structure of management control system

• Set up or review strategic plan and controls

• Set up or review operating plan and controls

• Evolve accounting systems for manage and business transformation

• Manage control sub-system

• Correlate planning and control

Range: CRM, ERM, ERP, HRM, Accounting, and any other in-house banking software; MS Office (Excel, WORD, POWER POINT)


Element Performance Criteria Creating structure of management control system

To be competent, the user/ individual must be able to: PC1. aim to create comprehensive management information for effective control PC2. evolve a logical structure for the information system PC3. evaluate competitive scenario and resulting pressures PC4. analyse the impact of widening products portfolio on risks for the company PC5. periodically evaluate and review impact of market changes on products with

highest cost recovery, or most profitable branches and business units PC6. list the several decision variations required for capturing market impact

effectively for generation of effective MIS PC7. define and transform the planning system for quick adjustments to dynamic

market changes PC8. aim to achieve harmony between profitability, growth and risk factors of the

branch or group PC9. aim to establish or evolve a management information centre (MIC) for the

purpose of: improving accounting system towards management accounting; strategic planning; and analysis of business income, costs and risks

PC10. provide for strategy and planning variations of centralised vs decentralised structure of company, as the case may be

PC11. define and review weights for each parameter depending on the products, size and structure of the company (centralised or de-centralised)

PC12. define the requisite IT support

Setting up or reviewing strategic plan and controls

To be competent, the user/ individual must be able to: PC13. outline bank’s overall comprehensive strategic objectives in terms of market

opportunities and risks

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BSC/N2313 Create and/ or review management control systems

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PC14. delineate the risk policy targets PC15. define the structural profit requirements PC16. under strategy controls create or refine developmental, structural and

security issues in terms of balance sheet structure risks, market risks, structural yield options, and growth potential(s)

PC17. define next level strategic controls for portfolio management to correlate market strategy with bank return potential, in terms of: products, transaction structure, market structure, and opportunities

PC18. aim to achieve long-term financial balance PC19. link portfolio structuring controls to yield potential PC20. define or review bank’s security policy in detail for content and services

offered PC21. define or review product selection in terms of the banks’ defined width of key

activities of lending, cash flow and capital market operations PC22. define or review banking services in terms of security, reliability, speed, and

ease of execution PC23. define market of financial services in terms of market pricing, opportunity for

developing new products and their introduction to the market PC24. segment bank’s customer base, e.g., demographics, industrialist PC25. define competitive factors in terms of quality, quantity, pricing trends,

demand-supply dynamics, technology developments, etc. PC26. develop or evolve a mediation or distribution for transmission of banking

performance to customers PC27. define or review the controls for active or passive management of portfolio

risk PC28. evaluate the balance sheet structure to assess controls that can partly or

completely eliminate different banking risk factors to profitability and liquidity

PC29. define or review the controls for active or passive management of portfolio risk, as agreed with the bank’s senior management

PC30. review the bank’s (restructured) balance sheet to assess bank’s profitability bearing capacity versus the size of its cumulative risks

Setting up or reviewing operating plan and controls

To be competent, the user/ individual must be able to: PC31. develop or evolve operations management tool for a budget management

that is integrated with the strategy plan PC32. define the budget control systems by way of balance sheet structure

optimisation for operational management of profitability and liquidity PC33. break down agreed targets in related to activities and sub-activities of the

bank for assessing operational efficiency controls PC34. evolve indicator(s) for constant controls on the budget plan for the

management to follow or recommend modification to original plan because of unforeseen market developments

Evolving accounting systems for management and

To be competent, the user/ individual must be able to: PC35. develop a leadership-oriented bank accounting system within the purview of

generally accepted accounting principles


24

business transformation

PC36. collate expenditure and income along with respective return and input, in order to measure efficiency

PC37. segregate costs by type and location, e.g., branch or Head Office PC38. define fixed and variable costs for different functions PC39. test run and undertake SWOT or gap analysis PC40. resolve any concerns in updating the existing or developed plan and MIS PC41. segregate transaction-based and operations-based activities of the bank and

their related accounting procedures PC42. seek inputs and feedback from designated stakeholders in the management

team

Manage control sub-system

To be competent, the user/ individual must be able to: PC39. ensure that MIC information is collected, grouped and transmitted by linking

with different banking activities and aligning it all with the agreed target(s) PC40. develop the internal infrastructure required for the control activities and

ensure to on-board all stakeholders involved PC41. with business policy at the centre, develop a system of objectives for different

management levels and respective goals PC42. monitor employees or departments whose decisions impact the bank results PC43. create result-oriented assessment and forms of support to the employee PC44. monitor for a well-organised accounting system, build accounting reliability

and minimise methodology differences PC45. define hierarchy levels in consultation with the top management as well as

delegation of command to controlling

Correlating planning and control

To be competent, the user/ individual must be able to: PC46. integrate the strategy and budget to information service of MIC PC47. ensure that strategic planning is accessible to target stakeholders and aligned

to their activities PC48. make sure that the plan is feasible and not de-motivating PC49. ensure that the strategic plan addresses requirements of each of the

customer segments PC50. ensure that the plan identifies the competitive factors accurately as aligned to

the bank’s business units including profit, cost and investment centres PC51. ensure that the objectives and output are measurable and verifiable PC52. ensure that stages of start, interim and completion of activities are well

defined PC53. indicate adequate situation for technology development and communications

strategy enhancement PC54. assess the impact of new technology intervention on the very existence of

bank’s/ market’s product(s) PC55. correlate long-term strategic plan with annual plan



25

A. Organizational Context

(Knowledge of the

company /

organization and

its processes)

The individual on the job needs to know and understand: KA1. company’s growth targets and philosophy KA2. company’s policy and work instructions KA3. company’s service quality and compliance standards KA4. company’s rules for third-party associate management KA5. company’s personnel management and incentives rules KA6. company’s rules related to sexual harassment KA7. importance of the individual’s role in the workflow KA8. reporting structure KA9. company’s mission and values


The individual on the job needs to know and understand: KB1. banking and financial accounting KB2. factors of successful bank operations, e.g., overall business philosophy, bank

management, marketing, quality of management information, use of modern technologies, innovation of banking products and services, competitive costing, effective risk management, prominence of strategic planning, and equity employed

KB3. concepts of bank controlling, profitability, growth and risk KB4. impact of market conditions and competitive scenario on overall group and

branch level profitability KB5. branch operations business processes KB6. inter-relations between management, planning, balance-income analysis,

bank calculation, control, coordination and organisation – key elements of management control system

KB7. current MIS analysis and relevance in the management information centre KB8. lending, broking and distribution products, their pricing and profitability KB9. regular assessment of revenue generating products and profitable products KB10. different revenue sources, e.g., net interest income, payments fees, service

charges, mortgage fees, capital market/ asset management fee and other fee based income

KB11. cost of servicing lending and fund management products at the group and branch level

KB12. balance sheets and profit and loss statements and revenue recognition standards

KB13. debt recovery standards and procedures or receivable management KB14. target allocation and strategy development for meeting targets KB15. regular review of targets met or not met and course corrections required KB16. legal and regulatory environment KB17. regulatory guidelines, amendments and circulars KB18. risk management techniques KB19. human resources and systems management KB20. staff recruitment, training and performance evaluation methods KB21. fraud management techniques KB22. client life-cycle management


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KB23. due-diligence requirements at branch level, prior to forwarding to senior office

KB24. managerial communications and reporting relationship with senior office(s) KB25. organizational procedure for loan approval process KB26. credit risk and regulatory guidelines outlined by the organization relevant to

loans such as sectors to avoid, customer profiles to scrutinize KB27. credit risk, financial and regulatory guidelines as outlined by the Central Bank

(RBI) and other relevant authorities KB28. risk monitoring and management techniques KB29. quality standards set by organization for approvals KB30. customer profiling guidelines of the group or branch KB31. escalation matrix for customer service and its effectiveness KB32. vendors and service level agreements KB33. customer services and conditions and contracts KB34. laws, legal codes, court procedures, precedents, government regulations,

executive orders, agency rules relevant to background and credit checks KB35. codes and labels used by organization for processing loans KB36. business and system analysis and IT support required for control and planning

Skills (S)

A. Core Skills/

Generic Skills

Reading Skills

The user/individual on the job needs to know and understand how to read: SA1. company’s work instructions and company’s policy SA2. regulatory guidelines and circulars SA3. market and competition reports SA4. management information systems and internal memo

Writing Skills

The user/individual on the job needs to know and understand how to: SA5. maintain the record as per company’s policy SA6. undertake correspondence using email or letter SA7. prepare reports and presentations


The user/individual on the job needs to know and understand how to: SA8. convey key points to senior management in effective and succinct manner SA9. listen to all stakeholders for effective data gathering and control systems SA10. convey control systems to management and employees and correlate with

plan, for generating effective MIS and achieving desired business objectives


Decision Making

The user/individual on the job needs to know and understand how to: SB1. select parameters for effective MIS for senior management SB2. convert business philosophy into targets for growth, profitability and

competitiveness


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SB3. develop implementable strategy for meeting desired goals SB4. review and undertake business course correction for fulfilling P&L

responsibility

Plan and Organize

The user/individual on the job needs to know and understand how to: SB5. schedule the sequence of work process SB6. maintain documentation and correspondence SB7. keep detailed track of company’s activities

Customer Centricity

The user/individual on the job needs to know and understand how to: SB8. create a balance between profitability and customer service SB9. use digital modes for cost-effective service delivery SB10. plan processes, systems and people in a way to service clients effectively

Problem Solving

The user/individual on the job needs to know and understand how to: SB11. resolve conflicts between different business units or departments SB12. achieve seamless coordination between strategy, plan and control with

accounting and other information systems

Analytical Thinking

The user/individual on the job needs to know and understand how to: SB13. analyse products and market reports for achieving optimum controls SB14. analyse internal reports and information for profitability improvements

Critical Thinking

The user/individual on the job needs to know and understand how to: SB15. ensure process compliance via regular monitoring SB16. evolve controls to minimise the potential impact of business risks on

organizational finances and reputation


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NOS Version Control

NOS Code BSC/N2313






G&J/N0402 Assay and administer hallmark the gold alloy product --------------------------------------------------------------------------------------------------------------------

29

Overview This unit is about testing the gold metal alloy or gold jewellery to determine the proportion of gold in the product and hallmarking it with international standards of precious metal purity.

G&J/N0402 Assay and administer hallmark the gold alloy product

30

Unit Code G&J/N0402

Unit Title (Task)

Assay and administer hallmark the gold alloy product

Description This OS unit is about testing the gold metal alloy or gold jewellery to determine the proportion of gold in the product and hallmarking it with international standards of precious metal purity

Scope This unit/ task covers the following:

• Perform preliminary assay process

• Perform assaying through touchstone process

• Prepare metal or jewellery for fire assay process and perform fire assay

• Hallmark the product


Element Performance Criteria Preliminary assaying To be competent, the user/individual on the job must be able to:

PC1. receive precious-metal products for assaying PC2. use X-ray fluorescence (XRF) machine to test the product PC3. keep the product at various indicator points in the machine to test the

composition of gold PC4. record the findings which are displayed in the screen / monitor PC5. find the composition of gold using XRF machine PC6. place the gold metal or jewellery in appropriate points and confirm the results PC7. record the findings in the specified format

Touchstone assaying To be competent, the user/individual on the job must be able to: PC8. receive goods or products for assaying PC9. rub the gold metal or jewellery onto a touchstone PC10. rub the gold needle of known Karatage on the side for visual comparison PC11. use the standard acids such as Nitric acid for testing and apply on both the

rubbings using a dropper PC12. compare the colour of the rubbing of metal and test needle after acid

application PC13. analyse the findings and record them PC14. find the composition of gold in the metal or jewellery using touchstone process PC15. use effectively the tools for touchstone method such as touchstone, test

needle, test acids PC16. visually compare and identify the results of the testing process

Fire assaying To be competent, the user/individual on the job must be able to: PC17. select the gold products or cut pieces through standard sampling process

according to Bureau of Indian Standards (BIS) norms PC18. melt the sample using furnace PC19. weigh the melted metal accurately using a digital weighing scale which is

connected to a computer PC20. add some silver to gold pieces and cover them using lead foil such that it looks

like a ball kind of structure

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PC21. perform cupellation process by putting the lead foil containing silver and gold pieces into cupel and heating them at around 1100 degrees centigrade

PC22. collect the gold, silver and any insoluble metals such as Rhodium, Iridium, etc. PC23. stamp the metal to make it flat PC24. anneal the metal and draw it to a roll form PC25. dip the rolled metal in nitric acid to remove the silver content (this is called

parting stage) PC26. wash and dry the metal left out PC27. weigh the metal and compare the weight with before assay process to

determine the composition of gold in the metal PC28. comply with the standards and perform the process accurately PC29. accurately weigh the product and record them at each stage of process PC30. operate equipments for cupellation process and set parameters appropriately

such as temperature as per specification PC31. identify and handle different types of acids appropriately PC32. record the findings at each stage for tracking PC33. ensure that there is no mix up of different products during assaying process PC34. determine the composition (Karatage) of gold in the alloy after fire assay

process by weighing them

Compliance to standards

To be competent, the user/individual on the job must be able to: PC35. perform all the necessary steps and tests in the assaying process to determine

the gold Karatage PC36. execute the work in each stage as per the quality standards

Hallmarking To be competent, the user/individual on the job must be able to: PC37. understand the result of the assaying process and hallmark sign to be printed PC38. use computer system and software such as CAD/CAM to enable laser printing PC39. set the size of print as per the size of jewel PC40. print the hallmark, which must consists of BIS logo, the fineness mark, mark of

assaying and hallmarking centre and year of mark PC41. ensure that appropriate fineness mark is printed as per the assaying result PC42. print the gold metal or jewellery with appropriate hallmark sign using laser

printing machine or any other equipment PC43. ensure that all the contents are printed as per BIS standard PC44. ensure that the fineness mark is printed according to the assaying process’

result


A. Organizational Context

(Knowledge of the

company /

organization and

its processes)

The individual on the job needs to know and understand: KA1. company’s policies on: acceptable limits of precious metal loss per product

type, delivery timelines, safety and hazards, security, IPR, and personnel management

KA2. importance of the individual’s role in the workflow KA3. reporting structure KA4. documentation procedure followed in the organisation KA5. quality standards followed by the company


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KA6. typical customer profile and market trends


The individual on the job needs to know and understand: KB1. different types of assaying process such as using XRF machine, touchstone

method and fire assay process KB2. different types of hallmarks for different Karatages KB3. properties of various metals involved in gold jewellery and testing processes

such as silver, iridium, etc. KB4. chemicals used in testing process and their properties KB5. operation of different equipment used in the assaying process such as XRF

machine, cupellation process machine. KB6. compliance requirement in each stage of assaying process KB7. parameters to be considered for finding the Karatage of gold in the product KB8. touchstone usage, scraping technique and visual comparison of the rubbings

to find Karatage KB9. contents of the hallmark sign and their purpose KB10. to use computer system for recording of finding and documenting them KB11. potential work hazards while using high temperature machines and chemicals KB12. safety precautionary measures while handling hot metals and hazardous

chemicals

Skills (S) [Optional]

A. Core Skills/

Generic Skills

Basic reading and writing skills

The user/individual on the job needs to know and understand how: SA1. to read documents and records relating to gold product SA2. to record the weight and findings during assay process

Calculation skills

The user/individual on the job needs to know and understand how: SA3. to accurately record the weight of gold metal or jewellery in each steps of

assaying as per standards SA4. to calculate the composition of gold (Caratage) after completion of assay

process using the weight

Teamwork and some multitasking

The user/individual on the job needs to know and understand how: SA5. to share work load as required SA6. to deliver metal or jewellery to next work process on time


Reading notes

The user/individual on the job needs to know and understand: SB1. how to read notes on the gold metal or jewellery and use equipments and

testing materials accordingly SB2. How to read notes on gold jewellery regarding Karatage and use correct test

needle for rubbing process in touchstone method


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Using tools, machines and materials

The user/individual on the job needs to know and understand how: SB3. to use the XRF machine SB4. to use the equipments and materials used in touchstone method SB5. to use equipment in cupellation process and usage of appropriate chemicals in

parting process SB6. to understand safety procedures and hazards involved in handling machines

and chemicals

Hallmarking

The user/individual on the job needs to know and understand: SB7. how and where to print the hallmark symbol in the gold metal or jewellery SB8. the contents of a hallmark symbol and their purpose

Compliance to quality standards

The user/individual on the job needs to know and understand: SB9. the necessary steps to be followed in each stage of assaying process SB10. the organisational requirement in following the quality standards in the

process

Critical thinking

The user/individual on the job needs to know and understand how: SB11. to spot process disruptions and delays


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NOS Version Control

NOS Code G&J/N0402






BSC/N9901 Communicate effectively and maintain customer-centric service orientation

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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.


36

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


• 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 misselling and misinforming PC11. maintain focus on enhancing brand value of company through superior

customer service


A. Organizational

Context

(Knowledge of the

company /

organization and

its processes)

The user/individual on the job needs to know and understand: KA1. company’s policies on HR and personnel management KA2. company’s HR policies KA3. company’s rules related to sexual harassment KA4. company’s reporting structure KA5. company’s documentation policy KA6. company’s customer profile and service standards KA7. company’s policy on regulatory compliance

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The user/individual on the job needs to know and understand: KB1. methods for effective communication with various categories of people in

different departments KB2. significance of team coordination to achieve revenue and productivity targets

of the organisation KB3. the use of computer or handheld device to communicate effectively and

productively KB4. significance of helping colleagues with specific issues and problems KB5. importance of meeting quality and time standards as a team KB6. how to practice effective listening KB7. communicate effectively with customers KB8. importance of documenting customer interactions as per SOP KB9. effective use of voice tone and pitch for communication KB10. how to demonstrate ethics and convey discipline to the customers KB11. how to build effective working relationship with mutual trust and respect

within the team KB12. importance of dealing with grievances effectively and in time KB13. service benchmarks and specified regulatory standards KB14. significance of treating customers with respect and in a professional manner KB15. importance of gaining customer satisfaction KB16. methods of engaging with the customers effectively and professionally KB17. ways to improve company’s customer satisfaction rating KB18. prevailing market standards of customer satisfaction KB19. standard operating procedure (SOP) for service delivery KB20. the variety of common and unscheduled requests to expect KB21. significance of being transparent and courteous under all circumstances

involving customer interaction without losing composure 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


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


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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


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


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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


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NOS Version Control

NOS Code BSC/N9901






BSC/N9903 Maintain integrity and ethics

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41

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


42

Unit Code BSC/N9903

Unit Title (Task)

Maintain integrity and ethics

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


• Maintain integrity of transactions and ensure data security

• Practice ethical behaviour


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


B. Organizational

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

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

KA1. company’s policies on use of language KA2. company’s Human Resources policies KA3. company’s rules related to sexual harassment KA4. company’s reporting structure KA5. company’s documentation policy KA6. company’s customer profile


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

KB1. Company’s code of conduct and business ethics KB2. IPR law and regulation in India

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KB3. Company’s code of conduct and ethics

Skills (S)

A. Core Skills/

Generic Skills

Reading Skills

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

Writing Skills

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


The individual on the job needs to know and understand how to: SA4. interact with team members to work efficiently SA5. communicate with customers about information security and build trust


Decision Making

The individual on the job needs to know and understand how to: SB1. take appropriate action in a vulnerable situation

Plan and Organize

The individual on the job needs to know and understand how to: SB2. plan and organise steps/ actions as per company’s guidelines, if any fraud is

noticed in the company

Customer Centricity

The individual on the job needs to know and understand how to: SB3. prevent customer information leakage

Problem Solving

The individual on the job needs to know and understand 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


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NOS Version Control

NOS Code BSC/N9903






BSC/N9904 Focus on teamwork

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


46

Unit Code BSC/N9904

Unit Title (Task)

Focus on teamwork

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


• Develop healthy team climate


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


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


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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Writing Skills

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


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


Decision Making

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

Plan and Organize

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

meeting

Customer Centricity

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


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NOS Version Control

NOS Code BSC/N9904







49

Annexure

Nomenclature for QP and NOS

Qualifications Pack

[ABC]/ Q 0101

Occupational Standard An example of NOS with ‘N’

[ABC] /N0101

Q denoting Qualifications Pack Occupation (2 numbers)

QP number (2 numbers)

9 characters

9 characters

[Insert 3 letter codes for SSC]

N denoting National Occupational Standard Occupation (2 numbers)

OS number (2 numbers)

Back to top…

[Insert 3 letter code for SSC]


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

Sub-sector Range of Occupation numbers

PMKVY/Old QPs occupations 01 - 15

Lending 16 - 30

Fund Investment and Services 31 - 50

Broking 51 - 60

Payments 61 - 70

BFSI Processing 71 - 80

Common (across sectors) 81 -90

Unused 91 - 98

Generic (NOS) 99

Sequence Description Example

Three letters Industry name BSC

Slash / /

Next letter Whether QP or NOS Q / N

Next two numbers Occupation code 01

Next two numbers OS number 01


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CRITERIA FOR ASSESSMENT OF TRAINEES

Job Role: Manager - Loan Approval Qualification Pack: BSC/Q2301 Sector Skill Council: BFSI

Guidelines for Assessment 1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each

Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for each PC.

2. The assessment for the theory part will be based on knowledge bank of questions created by SSC. 3. Assessment will be conducted for all compulsory NOS, as well as the selected elective/option NOS/ set of NOS. 4. Individual assessment agencies will create unique question papers for theory part for each candidate at each

examination/ training center (as per assessment criteria below) 5. Individual assessment agencies will create unique evaluations for skill practical for every student at each

examination/ training center based on this criterion. 6. To pass the Qualification Pack, every trainee should score a minimum of 70% of aggregate marks to

successfully clear the assessment. 7. In case of unsuccessful completion, the trainee may seek reassessment on the Qualifications Pack.

Compulsory NOS

Total Marks: 600 Marks Allocation

Assessment Outcomes

Assessment Criteria for Outcomes Total

Marks Out of Theory

Skills Practical


PC1. receive list of applicants and the respective loans applied for

100 100 30 70

PC2. obtain all information/documents necessary for applying for each type of loan from sales agent/client liaison

PC3. verify whether all documents listed in the document checklist are received

PC4. check for type of loan applied for and required steps in the approval process for the same

PC5. obtain/prepare list of officers/departments that are required to sign-off on the various steps along the loan approval process

PC6. combine all collected documents into the loan file

PC7. scrutinize the file for any missing information/documents

PC8. contact client liaison or sales agent if any further documentation or clarifications are required to complete loan file

PC9. raise queries to manager/supervisor as appropriate in case any clarifications regarding the file are required


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Compulsory NOS


Assessment Outcomes


Marks Out of Theory

Skills Practical

PC10. analyze applicant’s financial status through documents received such as property related documents, income statements etc.

PC11. compile basic financial indicators such as accumulated repayment capacity indicator, free net cash flow indicator, indebtedness ratio etc. as required by organizational procedure

PC12. compute loan repayment schedule to determine most appropriate loan terms and conditions

PC13. ensure loan file is developed in accordance with pre-defined structure

PC14. prepare summary sheet for loan file containing the key characteristics of the loan application and applicant profile including financial indicators compiled in a concise manner

PC15. label loan file with required instructions for various departments/officers and approvals necessary for processing the loan

PC16. prepare reports on status of loan files prepared

PC17. adhere to scheduled timelines for compiling documents

PC18. inform Supervisor of any technical errors/delays encountered

100 30 70

BSC/N2302 Review and approve loans

PC1. submit applicant details for background and profile checks

100 100 30 70

PC2. initiate field credit investigations by notifying external/field agent, if applicable

PC3. conduct a tele-verification for validating preliminary details of customer, if necessary

PC4. submit applications to appropriate credit and risk team/personnel for customer verification and credit ratings/recommendations reports

PC5. compile details such as Fleet list, Repayment Track Record, etc. into the loan file, to assist in appraising the credit worthiness of the customer

PC6. confer with bank experts and underwriters to resolve application problems such as mortgage evaluation etc.

PC7. update inputs received from experts, background and credit checks into the loan file

PC8. update all details in the loan file into information system, if necessary/applicable

PC9. verify all personnel/teams involved have signed off the loan application

PC10. evaluate application and reports from credit/risk analysts, underwriters/underwriting software etc.


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Compulsory NOS


Assessment Outcomes


Marks Out of Theory

Skills Practical

PC11. list out recommendations (pros and cons) after assessment of application with a clear recommendation for action to be taken

PC12. compile the Final Approval Memo (FAM) if applicable

PC13. ensure that the purpose of financing and category of customer adheres to company norms

PC14. approve/Reject loans which are within limits specified by the organization

PC15. forward loan applications outside/above specified limits to credit committee/senior loan officer/management for approval

PC16. present summary of loan application and appraisal report to credit committee/management if applicable/necessary

PC17. answer queries regarding the loan application and appraisal from the management/credit committee

PC18. prepare reports on status of loan applications processed

PC19. adhere to scheduled timelines processing applications


PC21. respond to any queries regarding application from customer liaison/other departments

100 30 70


PC1. combine all relevant documents from approval process into the loan file

100 100 30 70

PC2. destroy documents that are no longer required through appropriate procedures outlined by organization

PC3. update digital loan file with required details if necessary/applicable

PC4. forward all application details for approved loans to disbursal team/client contact personnel for loan disbursement

PC5. hand over physical loan file to appropriate personnel/team/third party for storage

PC6. forward all application details for rejected/loans pending further processing to client contact team/personnel for notifying clients on loan status

PC7. prepare report listing all applications processed and status of application

PC8. prepare list of all pending applications and timelines for processing them

PC9. report any errors/problems faced during approval process for further action/developing standardized solutions for future cases


54

Compulsory NOS


Assessment Outcomes


Marks Out of Theory

Skills Practical

PC10. submit reports to supervisor/management on number of applications processed, number of loans approved and rejected

PC11. prepare reports on status of loan files processed and handed over

PC12. adhere to scheduled timelines processing applications


PC14. respond to any queries regarding application from customer liaison/other departments

100 30 70


PC1. aim to create comprehensive management information for effective control

100 100 60 40

PC2. evolve a logical structure for the information system

PC3. evaluate competitive scenario and resulting pressures

PC4. analyse the impact of widening products portfolio on risks for the company

PC5. periodically evaluate and review impact of market changes on products with highest cost recovery, or most profitable branches and business units

PC6. list the several decision variations required for capturing market impact effectively for generation of effective MIS

PC7. define and transform the planning system for quick adjustments to dynamic market changes

PC8. aim to achieve harmony between profitability, growth and risk factors of the branch or group

PC9. aim to establish or evolve a management information centre (MIC) for the purpose of: improving accounting system towards management accounting; strategic planning; and analysis of business income, costs and risks




PC13. outline bank’s overall comprehensive strategic objectives in terms of market opportunities and risks

PC14. delineate the risk policy targets

PC15. define the structural profit requirements

PC16. under strategy controls create or refine developmental, structural and security issues in terms of


55

Compulsory NOS


Assessment Outcomes


Marks Out of Theory

Skills Practical

balance sheet structure risks, market risks, structural yield options, and growth potential(s)


PC18. aim to achieve long-term financial balance

PC19. link portfolio structuring controls to yield potential

PC20. define or review bank’s security policy in detail for content and services offered

PC21. define or review product selection in terms of the banks’ defined width of key activities of lending, cash flow and capital market operations

PC22. define or review banking services in terms of security, reliability, speed, and ease of execution

PC23. define market of financial services in terms of market pricing, opportunity for developing new products and their introduction to the market

PC24. segment bank’s customer base, e.g., demographics, industrialist

PC25. define competitive factors in terms of quality, quantity, pricing trends, demand-supply dynamics, technology developments, etc.

PC26. develop or evolve a mediation or distribution for transmission of banking performance to customers

PC27. define or review the controls for active or passive management of portfolio risk

PC28. evaluate the balance sheet structure to assess controls that can partly or completely eliminate different banking risk factors to profitability and liquidity



PC31. develop or evolve operations management tool for a budget management that is integrated with the strategy plan

PC32. define the budget control systems by way of balance sheet structure optimisation for operational management of profitability and liquidity

PC33. break down agreed targets in related to activities and sub-activities of the bank for assessing operational efficiency controls

PC34. evolve indicator(s) for constant controls on the budget plan for the management to follow or recommend


56

Compulsory NOS


Assessment Outcomes


Marks Out of Theory

Skills Practical

modification to original plan because of unforeseen market developments

PC35. develop a leadership oriented bank accounting system within the purview of generally accepted accounting principles


PC37. segregate costs by type and location, e.g., branch or Head Office

PC38. define fixed and variable costs for different functions

PC39. test run and undertake SWOT or gap analysis

PC40. resolve any concerns in updating the existing or developed plan and MIS

PC41. segregate transaction-based and operations-based activities of the bank and their related accounting procedures

PC42. seek inputs and feedback from designated stakeholders in the management team

PC39. ensure that MIC information is collected, grouped and transmitted by linking with different banking activities and aligning it all with the agreed target(s)

PC40. develop the internal infrastructure required for the control activities and ensure to on-board all stakeholders involved

PC41. with business policy at the centre, develop a system of objectives for different management levels and respective goals

PC42. monitor employees or departments whose decisions impact the bank results

PC43. create result-oriented assessment and forms of support to the employee

PC44. monitor for a well-organised accounting system, build accounting reliability and minimise methodology differences

PC45. define hierarchy levels in consultation with the top management as well as delegation of command to controlling

PC46. integrate the strategy and budget to information service of MIC

PC47. ensure that strategic planning is accessible to target stakeholders and aligned to their activities

PC48. make sure that the plan is feasible and not de-motivating

PC49. ensure that the strategic plan addresses requirements of each of the customer segments


57

Compulsory NOS


Assessment Outcomes


Marks Out of Theory

Skills Practical

PC50. ensure that the plan identifies the competitive factors accurately as aligned to the bank’s business units including profit, cost and investment centres

PC51. ensure that the objectives and output are measurable and verifiable

PC52. ensure that stages of start, interim and completion of activities are well defined

PC53. indicate adequate situation for technology development and communications strategy enhancement

PC54. assess the impact of new technology intervention on the very existence of bank’s/ market’s product(s)

PC55. correlate long-term strategic plan with annual plan 100 60 40


PC1. practice good listening, speaking and personal presentation

100 100 30 70

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

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

100 30 70


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

100 100 30 70 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


58

Compulsory NOS


Assessment Outcomes


Marks Out of Theory

Skills Practical

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

100 30 70


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

100 100 30 70 PC2. exchange, defend and rethink ideas

PC3. support team members to accomplish goals

PC4. facilitate group decision making and deal productively with conflict

100 30 70

ELECTIVES Elective 1. Management Control System; Valuation & Certification for Gold Loan


Assessment Outcomes


Marks Out of Theory

Skills Practical


PC1. aim to create comprehensive management information for effective control

100 100 60 40

PC2. evolve a logical structure for the information system

PC3. evaluate competitive scenario and resulting pressures

PC4. analyse the impact of widening products portfolio on risks for the company

PC5. periodically evaluate and review impact of market changes on products with highest cost recovery, or most profitable branches and business units

PC6. list the several decision variations required for capturing market impact effectively for generation of effective MIS

PC7. define and transform the planning system for quick adjustments to dynamic market changes

PC8. aim to achieve harmony between profitability, growth and risk factors of the branch or group


59



Assessment Outcomes


Marks Out of Theory

Skills Practical

PC9. aim to establish or evolve a management information centre (MIC) for the purpose of: improving accounting system towards management accounting; strategic planning; and analysis of business income, costs and risks




PC13. outline bank’s overall comprehensive strategic objectives in terms of market opportunities and risks

PC14. delineate the risk policy targets

PC15. define the structural profit requirements

PC16. under strategy controls create or refine developmental, structural and security issues in terms of balance sheet structure risks, market risks, structural yield options, and growth potential(s)


PC18. aim to achieve long-term financial balance

PC19. link portfolio structuring controls to yield potential

PC20. define or review bank’s security policy in detail for content and services offered

PC21. define or review product selection in terms of the banks’ defined width of key activities of lending, cash flow and capital market operations

PC22. define or review banking services in terms of security, reliability, speed, and ease of execution

PC23. define market of financial services in terms of market pricing, opportunity for developing new products and their introduction to the market

PC24. segment bank’s customer base, e.g., demographics, industrialist

PC25. define competitive factors in terms of quality, quantity, pricing trends, demand-supply dynamics, technology developments, etc.

PC26. develop or evolve a mediation or distribution for transmission of banking performance to customers

PC27. define or review the controls for active or passive management of portfolio risk


60



Assessment Outcomes


Marks Out of Theory

Skills Practical

PC28. evaluate the balance sheet structure to assess controls that can partly or completely eliminate different banking risk factors to profitability and liquidity



PC31. develop or evolve operations management tool for a budget management that is integrated with the strategy plan

PC32. define the budget control systems by way of balance sheet structure optimisation for operational management of profitability and liquidity

PC33. break down agreed targets in related to activities and sub-activities of the bank for assessing operational efficiency controls

PC34. evolve indicator(s) for constant controls on the budget plan for the management to follow or recommend modification to original plan because of unforeseen market developments

PC35. develop a leadership-oriented bank accounting system within the purview of generally accepted accounting principles


PC37. segregate costs by type and location, e.g., branch or Head Office

PC38. define fixed and variable costs for different functions

PC39. test run and undertake SWOT or gap analysis

PC40. resolve any concerns in updating the existing or developed plan and MIS

PC41. segregate transaction-based and operations-based activities of the bank and their related accounting procedures

PC42. seek inputs and feedback from designated stakeholders in the management team

PC39. ensure that MIC information is collected, grouped and transmitted by linking with different banking activities and aligning it all with the agreed target(s)

PC40. develop the internal infrastructure required for the control activities and ensure to on-board all stakeholders involved


61



Assessment Outcomes


Marks Out of Theory

Skills Practical

PC41. with business policy at the centre, develop a system of objectives for different management levels and respective goals

PC42. monitor employees or departments whose decisions impact the bank results

PC43. create result-oriented assessment and forms of support to the employee

PC44. monitor for a well-organised accounting system, build accounting reliability and minimise methodology differences

PC45. define hierarchy levels in consultation with the top management as well as delegation of command to controlling

PC46. integrate the strategy and budget to information service of MIC

PC47. ensure that strategic planning is accessible to target stakeholders and aligned to their activities

PC48. make sure that the plan is feasible and not de-motivating

PC49. ensure that the strategic plan addresses requirements of each of the customer segments

PC50. ensure that the plan identifies the competitive factors accurately as aligned to the bank’s business units including profit, cost and investment centres

PC51. ensure that the objectives and output are measurable and verifiable

PC52. ensure that stages of start, interim and completion of activities are well defined

PC53. indicate adequate situation for technology development and communications strategy enhancement

PC54. assess the impact of new technology intervention on the very existence of bank’s/ market’s product(s)

PC55. correlate long-term strategic plan with annual plan 100 60 40

ELECTIVES Elective 2. Valuation & Certification for Gold Loan


Assessment Outcomes


Marks Out of Theory

Skills Practical

G&J/N0402 Assay and administer hallmark the

PC1.receive precious-metal products for assaying

100

100 30 70 PC2.use X-ray fluorescence (XRF) machine to test the product

PC3.keep the product at various indicator points in the machine to test the composition of gold


62



Assessment Outcomes


Marks Out of Theory

Skills Practical

gold alloy product

PC4.record the findings which are displayed in the screen / monitor

PC5.find the composition of gold using XRF machine place the gold metal or jewellery in appropriate points and confirm the results

PC6.record the findings in the specified format

PC7.receive goods or products for assaying

PC8.rub the gold metal or jewellery onto a touchstone and rub the gold needle of known Karatage on the side for visual comparison

PC9.use the standard acids such as Nitric acid for testing and apply on both the rubbings using a dropper

PC10. compare the colour of the rubbing of metal and test needle after acid application and analyse the findings and record them

PC11. find the composition of gold in the metal or jewellery using touchstone process

PC12. use effectively the tools for touchstone method such as touchstone, test needle, test acids

PC13. visually compare and identify the results of the testing process and select the gold products or cut pieces through standard sampling process according to Bureau of Indian Standards (BIS) norms

PC14. melt the sample using furnace and weigh the melted metal accurately using a digital weighing scale which is connected to a computer

PC15. add some silver to gold pieces and cover them using lead foil such that it looks like a ball kind of structure and perform cupellation process by putting the lead foil containing silver and gold pieces into cupel and heating them at around 1100 degrees centigrade

PC16. collect the gold, silver and any insoluble metals such as Rhodium, Iridium, etc.

PC17. stamp the metal to make it flat and anneal the metal and draw it to a roll form

PC18. dip the rolled metal in nitric acid to remove the silver content (this is called parting stage) and wash and dry the metal left out

PC19. weigh the metal and compare the weight with before assay process to determine the composition of gold in the metal and comply with the standards and perform the process accurately and accurately weigh the product and record them at each stage of process

PC20. operate equipments for cupellation process and set parameters appropriately such as temperature as per specification


63



Assessment Outcomes


Marks Out of Theory

Skills Practical

PC21. identify and handle different types of acids appropriately and record the findings at each stage for tracking

PC22. ensure that there is no mix up of different products during assaying process

PC23. determine the composition (Caratage) of gold in the alloy after fire assay process by weighing them

PC24. perform all the necessary steps and tests in the assaying process to determine the gold Caratage and execute the work in each stage as per the quality standards

PC25. understand the result of the assaying process and hallmark sign to be printed

PC26. use computer system and software such as CAD/CAM to enable laser printing and set the size of print as per the size of jewel

PC27. print the hallmark, which must consists of BIS logo, the fineness mark, mark of assaying and hallmarking centre and year of mark

PC28. ensure that appropriate fineness mark is printed as per the assaying result

PC29. print the gold metal or jewellery with appropriate hallmark sign using laser printing machine or any other equipment

PC30. ensure that all the contents are printed as per BIS standard and ensure that the fineness mark is printed according to the assaying process’

100 30 70

Documents

ontents - National Skill Development Corporation€¦ · Brief Job Description: Loan Approval Officer is responsible for evaluating, ... Performance Criteria As described in the relevant