National Occupational Standards for IT-BPM Industry PDF

QUALIFICATIONS PACK – NATIONAL OCCUPATIONAL STANDARDS FOR IT-BPM INDUSTRY Contents 1. Introduction and Contacts........................... P.1...

QUALIFICATIONS PACK – NATIONAL OCCUPATIONAL STANDARDS FOR IT-BPM INDUSTRY Contents 1. Introduction and Contacts........................... P.1 2. Qualifications Pack..................................... P.2 3. Glossary of Key Terms................................. P.3 4. NOS Units..................................................... P.5 5. Nomenclature for QP and NOS Units........ P.71  NOS describe 6. Criteria for Assessment of Trainees.......... P.73 what individuals need to do, know and understand in order to carry out Introduction a particular job role or function Qualifications Pack-Associate - Transactional F&A  NOS are SECTOR: INFORMATION TECHNOLOGY- INFORMATION TECHNOLOGY ENABLED SERVICES (IT- SECTOR: IT-ITeS performance ITES) ces Helpdesk Attendant standards that SUB-SECTOR: Business Process Management individuals must achieve when OCCUPATION: Finance and Accounting carrying out functions in the REFERENCE ID: SSC/Q2301 workplace, together with ALIGNED TO: NCO-2015/2411.0101 specifications of the underpinning Associate - Transactional F&A in the IT-ITeS Industry is also known as a Finance knowledge and Coordinator, Accounts Coordinator, Accounts Executive etc. understanding Brief Job Description: Individuals at this job are responsible for financial activities that are largely simple and transactional in nature. They are responsible for systematic and timely recording, reporting, and analysis of financial transactions of a business. IT-ITeS SSC NASSCOM Personal Attributes: This job requires the individual to follow detailed E-mail: instructions and procedures with an eye for detail. The individual should be [email protected] analytical and result oriented and should demonstrate logical thinking.  Qualifications Pack For Associate – Transactional F&A Qualifications Pack Code SSC/Q2301 Associate - Transactional F&A Job Role This job role is applicable in both national and international scenarios Job Details Credits (NSQF) TBD Version number 1.0 Sector IT-ITeS Drafted on 30/04/2013 Sub-sector Business Process Management Last reviewed on 31/01/2015 Occupation Finance and Accounting Next review date 31/03/2016 NSQC Clearance on 20/07/2015 Job Role Associate - Transactional F&A (Finance Coordinator, Accounts Coordinator, Accounts Executive) Individuals at this job support are responsible for systematic and Role Description timely recording, reporting, and analysis of financial transactions of a business. NSQF level 7 Minimum Educational Bachelor's Degree in commerce/ economics Qualifications Master's Degree in Commerce/Accounts/Finance and/or / CA Maximum Educational Inter/CA/ ICWA/MBA Tier Qualifications Training Certifications/courses/trainings on MS-Office (PowerPoint, Excel), (Suggested but not mandatory) Accounting standards etc. Minimum Job Entry Age 18 years Experience 0-2 years of work experience/internship in accounts payable/receivables roles Compulsory: 1. SSC/N2302 (Process invoices, credit notes and claims) 2. SSC/N2303 (Pay invoices and claims) 3. SSC/N2304 (Deal with queries at the accounts payable helpdesk) 4. SSC/N2305 (Maintain customer accounts) 5. SSC/N2306 (Generate invoices and credit notes) 6. SSC/N2307 (Receive payments and apply cash) 7. SSC/N2309 (Deal with queries at the accounts receivable Applicable National Occupational helpdesk) Standards (NOS) 8. SSC/N9001 (Manage your work to meet requirements) 9. SSC/N9002 (Work effectively with colleagues ) 10. SSC/N9003 (Maintain a healthy, safe and secure working environment) 11. SSC/N9004 (Provide data/information in standard formats) 12. SSC/N9005 (Develop your knowledge, skills and competence) Optional: Not Applicable Performance Criteria As described in the relevant NOS units 2  Qualifications Pack For Associate – Transactional F&A Glossary of Key Terms Keywords /Terms Description Definitions 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. Vertical Vertical may exist within a sub-sector representing different domain areas or the client industries served by the industry. Occupation Occupation is a set of job roles, which perform similar/related set of functions in an industry. 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 OS. Sub-functions Sub-functions are sub-activities essential to fulfill the achieving the objectives of the function. Job role Job role defines a unique set of functions that together form a unique employment opportunity in an organisation. Occupational OS specify the standards of performance an individual must achieve when Standards (OS) carrying out a function in the workplace, together with the knowledge and understanding they need to meet that standard consistently. Occupational Standards are applicable both in the Indian and global contexts. Performance Performance Criteria are statements that together specify the standard of Criteria performance required when carrying out a task. National NOS are Occupational Standards which apply uniquely in the Indian Occupational context. Standards (NOS) Qualifications Pack Qualifications Pack Code is a unique reference code that identifies a Code qualifications pack. Qualifications Qualifications Pack comprises the set of OS, together with the Pack(QP) educational, training and other criteria required to perform a job role. A Qualifications Pack is assigned a unique qualification pack code. Unit Code Unit Code is a unique identifier for an OS unit, which can be denoted with either an ‘O’ or an ‘N’. Unit Title Unit Title gives a clear overall statement about what the incumbent should be able to do. 3  Qualifications Pack For Associate – Transactional F&A Description Description gives a short summary of the unit content. This would be helpful to anyone searching on a database to verify that this is the appropriate OS they are looking for. 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. Knowledge and Knowledge and Understanding are statements which together specify the Understanding technical, generic, professional and organisational specific knowledge that an individual needs in order to perform to the required standard. Organisational Organisational Context includes the way the organisation is structured Context and how it operates, including the extent of operative knowledge managers have of their relevant areas of responsibility. Technical Technical Knowledge is the specific knowledge needed to accomplish Knowledge specific designated responsibilities. Core Skills/Generic Core Skills or Generic Skills are a group of skills that are key to learning Skills and working in today's world. These skills are typically needed in any work environment. In the context of the OS, these include communication related skills that are applicable to most job roles. Helpdesk Helpdesk is an entity to which the customers will report their IT problems. IT Service Helpdesk Attendant is responsible for managing the helpdesk. Keywords /Terms Description IT-ITeS Information Technology - Information Technology enabled Services Acronyms BPM Business Process Management BPO Business Process Outsourcing KPO Knowledge Process Outsourcing LPO Legal Process Outsourcing IPO Information Process Outsourcing BCA Bachelor of Computer Applications B.Sc. Bachelor of Science OS Occupational Standard(s) NOS National Occupational Standard(s) QP Qualifications Pack UGC University Grants Commission MHRD Ministry of Human Resource Development MoLE Ministry of Labour and Employment NVEQF National Vocational Education Qualifications Framework NVQF National Vocational Qualifications Framework NSQF National Skill Qualification Framework 4 SSC/N2302 Process invoices, credit notes and claims Overview This unit is about processing invoices and credit notes from vendors and travel and expenses claims from personnel/employees, as part of an outsourced finance and accounting process.  SSC/N2302 Process invoices, credit notes and claims Unit Code SSC/N2302 Unit Title Applicable NOS Unit Process invoices, credit notes and claims (Task) Description This unit is about processing invoices and credit notes from vendors and travel and expenses claims from personnel/employees, as part of an outsourced finance and accounting process. Scope This unit/task covers the following: Codes:  cost centre codes  accounting codes  tax codes Appropriate people:  line manager  cost centre managers  subject matter experts Performance Criteria (PC) w.r.t. the Scope To be competent, you must be able to: PC1. check systems to verify whether invoices and claims have already been received and recorded PC2. validate invoices against purchase orders (POs) and/or other documentation received and assign appropriate codes PC3. validate vendor credit notes against relevant invoices and assign appropriate codes PC4. validate expense items against relevant expense policies and assign appropriate codes PC5. identify any issues with invoices, credit notes and claims and clarify these with relevant vendors or personnel/employees PC6. enter invoices, credit notes and claims into your organization’s systems, following your organization’s policies, procedures, guidelines and client- specific SLAs PC7. check processing of invoices, credit notes and claims with peers and/or supervisor, as required PC8. submit entered invoices and claims for review and approval by appropriate people PC9. update invoices and claims in your organization’s systems in case of changes PC10. reconcile invoices, credit notes and claims against system entries on a periodic basis, as required PC11. obtain advice and guidance from appropriate people, where required 6 SSC/N2302 Process invoices, credit notes and claims PC12. comply with your organization’s policies, procedures, guidelines and client- specific SLAs when processing invoices, credit notes and claims Knowledge and Understanding (K) A. Organizational You need to know and understand: Context KA1. your organization’s policies, procedures, guidelines and client specific SLAs for (Knowledge of the finance and accounting services, and your role in applying these company/ KA2. your role and responsibilities and how these relate to end business goals organization and KA3. your organization’s systems, tools and processes for recording and managing: its processes)  vendor invoices and credit notes  travel and expenses claims  upstream and downstream processes KA4. your organization’s procedures and the appropriate codes required for validating:  received invoices against purchase orders  vendor credit notes against invoices  expense items against expense policies KA5. legislation and regulations relating to accounting services KA6. the required timescales for invoices, credit notes and claims and the importance of complying with these KA7. data/information required to process invoices, credit notes and claims KA8. who to involve when checking and processing invoices and claims KA9. the purpose of verifying whether invoices/claims have already been received KA10. who to involve when submitting invoices and claims for review and approval KA11. your organization’s processes and guidelines for communicating with vendors and personnel/employees KA12. who to obtain advice and guidance from KA13. methods and techniques when working with others KA14. standard tools and templates available and how to access and use these KA15. your organization’s process for clarifying issues with vendors or personnel/employees KA16. your organization’s policies and procedures for recording and storing records, maintaining information security and protecting data and the importance of complying with these B. Technical You need to know and understand: Knowledge KB1. different codes and coding structures for cost centre’s, accounts and tax purposes and how to select the appropriate code KB2. common issues that may occur when validating and coding invoices, credit notes and claims and how to resolve these KB3. how accounting entries are used and the impact of inaccuracies 7 SSC/N2302 Process invoices, credit notes and claims KB4. the importance of reconciling invoices, credit notes and claims against system entries and how to do this Skills (S) A. Core Skills/ Writing Skills Generic Skills You need to know and understand how to: SA1. complete accurate well written work with attention to detail SA2. communicate with others in writing Reading Skills You need to know and understand how to: SA3. follow guidelines, procedures, rules and service level agreements Oral Communication (Listening and Speaking skills) You need to know and understand how to: SA4. listen effectively and orally communicate information accurately SA5. ask for clarification and advice from others B. Professional Skills Decision Making You need to know and understand how to: SB1. follow rule-based decision-making processes SB2. make a decision on a suitable course of action Plan and Organize You need to know and understand how to: SB3. plan and organize your work to achieve targets and deadlines Customer Centricity You need to know and understand how to: SB4. carry out rule-based transactions in line with customer-specific guidelines, procedures, rules and service level agreements SB5. work effectively in a customer facing environment SB6. deliver consistent and reliable service to customers Problem Solving You need to know and understand how to: SB7. refer anomalies to the supervisor SB8. seek clarification on problems from others Analytical Thinking You need to know and understand how to: SB9. analyze data and activities SB10. pass on relevant information to others Critical Thinking You need to know and understand how to: SB11. apply balanced judgments to different situations Attention to Detail 8 SSC/N2302 Process invoices, credit notes and claims You need to know and understand how to: SB12. check your work is complete and free from errors SB13. get your work checked by others Team Working You need to know and understand how to: SB14. contribute to the quality of team working SB15. work effectively in a team environment C. Technical Skills You need to know and understand how to: SC1. use information technology effectively to input and/or extract data accurately SC2. identify and refer anomalies in data SC3. store and retrieve information SC4. keep up to date with changes, procedures and practices in your role SC5. use software packages and tools specific to your field of expertise 9 SSC/N2302 Process invoices, credit notes and claims NOS Version Control NOS Code SSC/N2302 Credits (NSQF) TBD Version number 1.0 [OPTIONAL] Industry IT-ITeS Drafted on 30/04/2013 Business Process Industry Sub-sector Last reviewed on 31/01/2015 Management Next review date 31/03/2016 10 SSC/N2303 Pay invoices and claims Overview This unit is about making payments to vendors and personnel/employees following approval of invoices and travel and expenses claims, as part of an outsourced finance and accounting process.  SSC/N2303 Pay invoices and claims Unit Code SSC/N2303 Unit Title Applicable NOS Unit Pay invoices and claims (Task) Description This unit is about making payments to vendors and personnel/employees following approval of invoices and travel and expenses claims, as part of an outsourced finance and accounting process. Scope This unit/task covers the following: Payment types:  wire payments  EFTs  BACs  ACHs Appropriate people:  line manager  cost centre managers  subject matter experts Performance Criteria (PC) w.r.t. the Scope To be competent, you must be able to: PC1. check systems to verify whether approved invoices and claims have already been paid PC2. carry out random checks on approved invoices and claims, as required PC3. identify any issues with approved invoices and claims and clarify these with appropriate people PC4. prepare batches of invoices and claims for pay-run , following your organization’s policies, procedures, guidelines and client-specific SLAs PC5. check pay-run with peers and/or supervisor, as required PC6. submit pay-run for review and approval by appropriate people PC7. respond promptly to payment queries from vendors and personnel/ employees referred by the accounts payable helpdesk PC8. reconcile payments against bank statements on a periodic basis, as required PC9. liaise effectively with banks regarding any queries about reconciliation or non-receipt of authorized payments PC10. obtain advice and guidance from appropriate people, where required PC11. comply with your organization’s policies, procedures, guidelines and client- specific SLAs when paying invoices and claims Knowledge and Understanding (K) A. Organizational You need to know and understand: Context KA1. your organization’s policies, procedures, guidelines and client specific SLAs (Knowledge of the for invoice and claims payments and your role in applying these 12 SSC/N2303 Pay invoices and claims company/ KA2. your organization’s systems, tools and processes for recording and paying organization and vendor invoices and travel/expenses claims its processes) KA3. your organization’s procedures and processes for preparing, submitting and approving pay-run KA4. data/information required to process invoices and claims KA5. who to involve when preparing, checking and submitting pay-run KA6. different payment types used by your organization KA7. your organization’s processes and guidelines for communicating with banks KA8. the importance of reconciling payments against bank statements periodically and how to do this KA9. the purpose and importance of payment terms for invoices and claims KA10. how to identify the required timescales for invoices and claims and the importance of complying with these KA11. the importance of checking pay-run with others KA12. how to clarify identified issues and who to seek guidance from to resolve these KA13. your organization’s products and services and those of competitors KA14. who to obtain advice and guidance from KA15. methods and techniques when working with others KA16. standard tools and templates available and how to access and use these KA17. your organization’s policies and procedures for recording and storing records, maintaining information security and protecting data and the importance of complying with these B. Technical You need to know and understand: Knowledge KB1. common issues that may arise with approved invoices and travel and expenses claims and how to resolve these KB2. different codes, coding structures and code blocks for vendors, cost centre’s, accounts and tax purposes and how to select appropriate codes KB3. how to prepare batches of invoices and claims for pay-run KB4. types of queries referred from the accounts payable helpdesk and the standard responses to these KB5. types of queries about reconciliation and non-receipt of payments that may arise and how to address these KB6. the impact of wrong and delayed payments and how to handle exceptions KB7. how recording the causes of payment errors and delays can improve future performance and how to do so Skills (S) Writing Skills You need to know and understand how to: 13 SSC/N2303 Pay invoices and claims A. Core Skills/ SA1. complete accurate well written work with attention to detail Generic Skills SA2. communicate with others in writing Reading Skills You need to know and understand how to: SA3. follow guidelines, procedures, rules and service level agreements Oral Communication (Listening and Speaking skills) You need to know and understand how to: SA4. listen effectively and orally communicate information accurately SA5. ask for clarification and advice from others B. Professional Skills Decision Making You need to know and understand how to: SB1. follow rule-based decision-making processes SB2. make a decision on a suitable course of action Plan and Organize You need to know and understand how to: SB3. plan and organize your work to achieve targets and deadlines Customer Centricity You need to know and understand how to: SB4. carry out rule-based transactions in line with customer-specific guidelines, procedures, rules and service level agreements SB5. work effectively in a customer facing environment SB6. deliver consistent and reliable service to customers Problem Solving You need to know and understand how to: SB7. refer anomalies to the supervisor SB8. seek clarification on problems from others Analytical Thinking You need to know and understand how to: SB9. analyze data and activities SB10. pass on relevant information to others Critical Thinking You need to know and understand how to: SB11. apply balanced judgments to different situations Attention to Detail You need to know and understand how to: SB12. check your work is complete and free from errors SB13. get your work checked by others Team Working You need to know and understand how to: 14 SSC/N2303 Pay invoices and claims SB14. contribute to the quality of team working SB15. work effectively in a team environment C. Technical Skills You need to know and understand how to: SC1. use information technology effectively to input and/or extract data accurately SC2. identify and refer anomalies in data SC3. store and retrieve information SC4. keep up to date with changes, procedures and practices in your role SC5. use software packages and tools specific to your field of expertise 15 SSC/N2303 Pay invoices and claims NOS Version Control NOS Code SSC/N2303 Credits (NSQF) TBD Version number 1.0 [OPTIONAL] Industry IT-ITeS Drafted on 30/04/2013 Business Process Industry Sub-sector Last reviewed on 31/01/2015 Management Next review date 31/03/2016 16 SSC/N2304 Deal with queries at the accounts payable helpdesk Overview This unit is about dealing with queries received from vendors or personnel/ employees relating to invoices or claims they have submitted.  SSC/N2304 Deal with queries at the accounts payable helpdesk Unit Code SSC/N2304 Unit Title Applicable NOS Unit Deal with queries at the accounts payable helpdesk (Task) Description This unit is about dealing with queries received from vendors or personnel/ employees relating to invoices or claims they have submitted. Scope This unit/task covers the following: Helpdesk users:  vendors  personnel/employees Queries received by:  telephone  e-mail  chat Appropriate people:  supervisor  members of the accounts payable team  subject matter experts Performance Criteria (PC) w.r.t. the Scope To be competent, you must be able to: PC1. greet helpdesk users and verify their details, following your organization’s procedures PC2. listen carefully to helpdesk users and ask appropriate questions to understand the nature of their queries PC3. summarize and obtain confirmation from helpdesk users of your understanding of their queries PC4. express your concern for any difficulties caused and your commitment to resolving their queries PC5. record and categorize queries accurately using your organization’s query management tool PC6. obtain relevant information from the accounts payable system and communicate this information clearly to helpdesk users PC7. refer queries that cannot be dealt with by reference to the accounts payable system promptly to appropriate people PC8. provide helpdesk users with a justifiable estimate of time to respond to their queries, where an immediate response cannot be given PC9. monitor resolution of queries to keep helpdesk users informed about progress and any delays in resolving their queries PC10. obtain confirmation from helpdesk users that their queries have been resolved to their satisfaction PC11. record the resolution of queries accurately using your organization’s query management tool 18 SSC/N2304 Deal with queries at the accounts payable helpdesk PC12. comply with relevant standards, policies, procedures, guidelines and service level agreements (SLAs) when dealing with queries at the accounts payable helpdesk Knowledge and Understanding (K) A. Organizational You need to know and understand: Context KA1. your organization’s standards, policies, procedures, guidelines and service (Knowledge of the level agreements (SLAs) for dealing with accounts receivable queries and your company/ role in applying these organization and KA2. your organization’s guidelines and protocols for communicating with its processes) helpdesk users KA3. your organization’s query management tool for recording and monitoring queries and how to use this KA4. your organizations systems and tools for recording historical queries and how to access this to identify solutions KA5. your organization’s accounts payable system and how to use this KA6. limits of your role and responsibilities in relation to accounts receivable queries KA7. types of financial information required from helpdesk users to make payment and how to obtain this KA8. typical timescales for dealing with queries and the importance of complying with these KA9. your organization’s terms of payment and when these can be negotiated KA10. the importance of keeping helpdesk users informed about timescales for progress and resolution of their query KA11. typical response times for helpdesk queries and the circumstances in which these may be exceeded KA12. the importance of confirming resolution of queries to helpdesk users satisfaction KA13. your organization’s processes and procedures for reporting and handling exceptions and your role in applying these KA14. who to seek advice and guidance from KA15. methods and techniques used when working with helpdesk users KA16. standard tools, templates and scripts available for dealing with queries and how to access and use these KA17. your organization’s policies and procedures for recording and storing records, maintaining information security and protecting data, and the importance of complying with these B. Technical You need to know and understand: Knowledge KB1. different styles and approaches when working with helpdesk users KB2. techniques for conveying concern and commitment 19 SSC/N2304 Deal with queries at the accounts payable helpdesk KB3. different questioning techniques for understanding queries KB4. the importance of summarizing and confirming understanding of queries KB5. common types of queries and how to resolve them KB6. the importance of timely payment from customers and techniques to achieve and confirm this KB7. issues that may affect helpdesk users satisfaction and how to deal with these KB8. current practice in customer service Skills (S) A. Core Skills/ Writing Skills Generic Skills You need to know and understand how to: SA1. complete accurate well written work with attention to detail SA2. communicate with others in writing Reading Skills You need to know and understand how to: SA3. follow instructions, guidelines, procedures, rules and service level agreements Oral Communication (Listening and Speaking skills) You need to know and understand how to: SA4. listen effectively and orally communicate information accurately SA5. ask for clarification and advice from others SA6. communicate orally with colleagues regarding queries B. Professional Skills Decision Making You need to know and understand how to: SB1. identify anomalies in data SB2. follow rule-based decision-making processes SB3. make a decision on a suitable course of action Plan and Organize You need to know and understand how to: SB4. plan and organize your work to achieve targets and deadlines Customer Centricity You need to know and understand how to: SB5. carry out rule-based transactions in line with customer-specific guidelines, procedures, rules and service level agreements SB6. check that your own and/or your peers work meets customer requirements SB7. deliver consistent and reliable service to customers SB8. work effectively in a customer facing environment SB9. build and maintain positive and effective relationships with customers Problem Solving You need to know and understand how to: SB10. seek clarification on problems from others 20 SSC/N2304 Deal with queries at the accounts payable helpdesk SB11. apply problem-solving approaches in different situations Analytical Thinking You need to know and understand how to: SB12. analyze data and activities SB13. pass on relevant information to others Critical Thinking You need to know and understand how to: SB14. apply balanced judgments to different situations Attention to Detail You need to know and understand how to: SB15. check your work is complete and free from errors Team Working You need to know and understand how to: SB16. work effectively in a team environment SB17. contribute to the quality of team working SB18. work independently and collaboratively C. Technical Skills You need to know and understand how to: SC1. use information technology effectively to input and/or extract data accurately SC2. store and retrieve information SC3. agree objectives and work requirements SC4. keep up to date with changes, procedures and practices in your role 21 SSC/N2304 Deal with queries at the accounts payable helpdesk NOS Version Control NOS Code SSC/N2304 Credits (NSQF) TBD Version number 1.0 [OPTIONAL] Industry IT-ITeS Drafted on 30/04/2013 Business Process Industry Sub-sector Last reviewed on 31/01/2015 Management Next review date 31/03/2016 22 SSC/N2305 Maintain customer accounts Overview This unit is about setting up customer accounts and keeping them up-to-date, as part of an outsourced finance and accounting process.  SSC/N2305 Maintain customer accounts Unit Code SSC/N2305 Unit Title Applicable NOS Unit Maintain customer accounts (Task) Description This unit is about setting up customer accounts and keeping them up-to-date, as part of an outsourced finance and accounting process. Scope This unit/task covers the following: Appropriate sources:  contracts  supporting documentation  service level agreements (SLAs)  sales team  customers  client account manager  clients Credit checks using:  internal sources  external agencies Appropriate people:  line manager  sales team  taxation specialists  legal specialists Performance Criteria (PC) w.r.t. the Scope To be competent, you must be able to: PC1. check systems to verify whether master records of customers already exist PC2. obtain required data/information from appropriate sources to set up and update customer accounts PC3. clarify any issues with the data/information either from the sales team or directly with customers, as required PC4. carry out credit checks on customers, following your organization’s procedures, guidelines and client-specific service level agreements (SLAs) PC5. set up and update customer accounts, following your organization’s procedures, guidelines and client-specific service level agreements (SLAs) PC6. obtain confirmation from customers that the details held in their master records are correct PC7. obtain advice and guidance from appropriate people, where required 24 SSC/N2305 Maintain customer accounts PC8. comply with your organization’s policies, procedures, guidelines and client- specific SLAs when maintaining customer accounts Knowledge and Understanding (K) A. Organizational You need to know and understand: Context KA1. your organization’s policies, procedures, guidelines and client specific SLAs (Knowledge of the for maintaining customer accounts and your role in relation to these company/ KA2. your organization’s systems and tools for managing customer accounts and organization and how to use these its processes) KA3. your organization’s processes, guidelines and client specific SLA for carrying out credit checks and your role in applying these KA4. legislative requirements for carrying out credit checks KA5. your organization’s policies and procedures for recording and sharing information and the importance of complying with these KA6. data/information required to set up and update customer accounts KA7. appropriate sources of data/information for customer accounts and how to access these KA8. who to involve when setting up or updating customer accounts KA9. who to obtain advice and guidance from KA10. methods and techniques when working with others KA11. standard tools and templates available for use and how to access and use these KA12. the importance of confirming details within master records with the customer KA13. your organization’s policies and procedures for recording and storing records, maintaining information security and protecting data and the importance of complying with these B. Technical You need to know and understand: Knowledge KB1. common issues with customer information and how to resolve these KB2. the purpose of carrying out credit checks on customers and how to do so Skills (S) A. Core Skills/ Writing Skills Generic Skills You need to know and understand how to: SA1. complete accurate well written work with attention to detail SA2. communicate with others in writing Reading Skills You need to know and understand how to: SA3. follow guidelines, procedures, rules and service level agreements Oral Communication (Listening and Speaking skills) You need to know and understand how to: SA4. listen effectively and orally communicate information accurately SA5. ask for clarification and advice from others 25 SSC/N2305 Maintain customer accounts B. Professional Skills Decision Making You need to know and understand how to: SB1. identify anomalies in data SB2. make a decision on a suitable course of action Plan and Organize You need to know and understand how to: SB3. plan and organize your work to achieve targets and deadlines Customer Centricity You need to know and understand how to: SB4. work effectively in a customer facing environment SB5. deliver consistent and reliable service to customers SB6. check that your own work meets customer requirements Problem Solving You need to know and understand how to: SB7. refer anomalies to the supervisor SB8. seek clarification on problems from others Analytical Thinking You need to know and understand how to: SB9. pass on relevant information to others Critical Thinking You need to know and understand how to: SB10. apply balanced judgments to different situations Attention to Detail You need to know and understand how to: SB11. check your work is complete and free from errors Team Working You need to know and understand how to: SB12. work effectively in a team environment SB13. work independently and collaboratively C. Technical Skills You need to know and understand how to: SC1. use information technology effectively to input and/or extract data accurately SC2. store and retrieve information SC3. keep up to date with changes, procedures and practices in your role SC4. identify and refer anomalies in data 26 SSC/N2305 Maintain customer accounts NOS Version Control NOS Code SSC/N2305 Credits (NSQF) TBD Version number 1.0 [OPTIONAL] Industry IT-ITeS Drafted on 30/04/2013 Business Process Industry Sub-sector Last reviewed on 31/01/2015 Management Next review date 31/03/2016 27 SSC/N2306 Generate invoices and credit notes Overview This unit is about generating invoices and credit notes to send to customers, as part of an outsourced finance and accounting process.  SSC/N2306 Generate invoices and credit notes Unit Code SSC/N2306 Unit Title Applicable NOS Unit Generate invoices and credit notes (Task) Description This unit is about generating invoices and credit notes to send to customers, as part of an outsourced finance and accounting process. Scope This unit/task covers the following: Appropriate people:  line manager  members of sales team  subject matter experts Performance Criteria (PC) w.r.t. the Scope To be competent, you must be able to: PC1. obtain requests to generate invoices, credit notes and full supporting documentation from sales teams PC2. check systems to verify whether invoices/credit notes have already been generated PC3. validate requests to generate invoices/credit notes against relevant purchase orders, contracts and terms of business PC4. clarify any issues with requests to generate invoices/credit notes with appropriate people PC5. enter data for generating invoices/credit notes into your organization’s systems, following your organization’s policies, procedures, guidelines and client-specific SLAs PC6. check generation of invoices/credit notes with peers and/or supervisor, as required PC7. submit entered invoices/credit notes for review and approval by appropriate people PC8. update invoices/credit notes in your organization’s systems in case of changes PC9. send invoices/credit notes to appropriate people for signature, where required PC10. send invoices/credit notes to customers and confirm receipt, where required PC11. reconcile invoices/credit notes against system entries on a periodic basis, as required PC12. obtain advice and guidance from appropriate people, where required PC13. comply with your organization’s policies, procedures, guidelines and client- specific SLAs when generating invoices and credit notes Knowledge and Understanding (K) A. Organizational You need to know and understand: Context 29 SSC/N2306 Generate invoices and credit notes (Knowledge of the KA1. your organization’s policies, procedures, guidelines and client-specific SLAs company/ for generating invoices and credit notes, and your role in applying these organization and KA2. your organization’s systems and tools for recording purchase orders, its processes) contracts, work orders and terms of business and how to access these KA3. your organization’s systems and tools for generating and approving invoices/credit notes and how to use these KA4. sources of invoice/credit note requests and how to obtain these KA5. data/information required to generate invoices/credit notes KA6. data and documentation required for generating invoices/credit notes KA7. who to involve when checking, approving and obtaining signature for invoices/credit notes KA8. the required timescales for invoices/credit notes and the importance of complying with these KA9. the importance of verifying whether invoices/credit notes have already been issued KA10. the importance of sending and confirming receipt of invoices/credit notes with customers KA11. the importance of reconciling invoices/credit notes against system entries periodically and how to do this KA12. your organization’s guidelines and procedures for communicating with customers KA13. who to obtain advice and guidance from when required KA14. methods and techniques when working with others KA15. standard tools and templates available and how to access and use these KA16. your organization’s policies and procedures for recording and storing records, maintaining information security and protecting data and the importance of complying with these B. Technical You need to know and understand: Knowledge KB1. how to validate requests for invoice/credit notes against purchase orders, contracts and terms of business KB2. common issues with requests for invoices/credit notes and who to seek guidance from to clarify and resolve these Skills (S) A. Core Skills/ Writing Skills Generic Skills You need to know and understand how to: SA1. complete accurate well written work with attention to detail SA2. communicate with others in writing Reading Skills You need to know and understand how to: SA3. follow guidelines/procedures/rules and service level agreements 30 SSC/N2306 Generate invoices and credit notes Oral Communication (Listening and Speaking skills) You need to know and understand how to: SA4. listen effectively and orally communicate information accurately SA5. ask for clarification and advice from others B. Professional Skills Decision Making You need to know and understand how to: SB1. follow rule-based decision-making processes SB2. make a decision on a suitable course of action Plan and Organize You need to know and understand how to: SB3. plan and organize your work to achieve targets and deadlines Customer Centricity You need to know and understand how to: SB4. carry out rule-based transactions in line with customer-specific guidelines, procedures, rules and service level agreements SB5. work effectively in a customer facing environment SB6. deliver consistent and reliable service to customers Problem Solving You need to know and understand how to: SB7. refer anomalies to the supervisor SB8. seek clarification on problems from others Analytical Thinking You need to know and understand how to: SB9. analyze data and activities SB10. pass on relevant information to others Critical Thinking You need to know and understand how to: SB11. apply balanced judgments to different situations Attention to Detail You need to know and understand how to: SB12. check your work is complete and free from errors SB13. get your work checked by others Team Working You need to know and understand how to: SB14. contribute to the quality of team working SB15. work effectively in a team environment C. Technical Skills You need to know and understand how to: SC1. use information technology effectively to input and/or extract data accurately SC2. identify and refer anomalies in data 31 SSC/N2306 Generate invoices and credit notes SC3. store and retrieve information SC4. keep up to date with changes, procedures and practices in your role SC5. use software packages and tools specific to your field of expertise 32 SSC/N2306 Generate invoices and credit notes NOS Version Control NOS Code SSC/N2306 Credits (NSQF) TBD Version number 1.0 [OPTIONAL] Industry IT-ITeS Drafted on 30/04/2013 Business Process Industry Sub-sector Last reviewed on 31/01/2015 Management Next review date 31/03/2016 33 SSC/N2307 Receive payments and apply cash Overview This unit is about making receiving payments from customers and applying payments to relevant invoices, as part of an outsourced finance and accounting process.  SSC/N2307 Receive payments and apply cash Unit Code SSC/N2307 Unit Title Applicable NOS Unit Receive payments and apply cash (Task) Description This unit is about making receiving payments from customers and applying payments to relevant invoices, as part of an outsourced finance and accounting process. Scope This unit/task covers the following: Cash Application types:  split  partial  full  adjustments  chargebacks Appropriate people:  line manager  members of sales teams  customers  subject matter experts Performance Criteria (PC) w.r.t. the Scope To be competent, you must be able to: PC1. verify the sources and amounts of payments received PC2. record payments received in your organization’s systems, following your organization’s policies, procedures, guidelines and client-specific SLAs PC3. identify the invoices/credit notes to which receipts relate in order to allocate payments correctly PC4. direct receipts into relevant bank accounts, following your organization’s policies, procedures, guidelines and client-specific SLAs PC5. identify any issues with payments from customers and clarify these with appropriate people PC6. respond promptly to payment queries from customers referred by the accounts receivable helpdesk PC7. reconcile receipts against bank statements on a periodic basis, as required PC8. liaise effectively with banks regarding any queries about reconciliation of receipts PC9. obtain advice and guidance from appropriate people, where required PC10. comply with your organization’s policies, procedures, guidelines and client- specific SLAs when receiving payments and applying cash Knowledge and Understanding (K) A. Organizational You need to know and understand: Context 35 SSC/N2307 Receive payments and apply cash (Knowledge of the KA1. your organization’s policies, procedures, guidelines and client-specific SLAs company/ for receiving payments and applying cash and your role in applying these organization and KA2. your organization’s systems and tools for recording payments and applying its processes) cash and how to use these KA3. different cash application types used by your organization, including for credit and debit card payments, and how to handle these KA4. data/information required for making payments KA5. your organization’s processes for directing receipts into relevant bank accounts KA6. your organization’s processes and guidelines for communicating with banks KA7. the required timescales for receiving and making payments and the importance of complying with these KA8. who to obtain advice and guidance from KA9. methods and techniques when working with others KA10. standard tools and templates available and how to access and use these KA11. the importance of reconciling receipts against bank statements and how to do this KA12. your organization’s policies and procedures for recording and storing records, maintaining information security and protecting data and the importance of complying with these B. Technical You need to know and understand: Knowledge KB1. the importance of verifying the source and amount for payments received and how to do this KB2. how to check and allocate received payments against invoices/credit notes KB3. how to access and direct received payments into the relevant bank accounts KB4. how to identify and check un-allocated cash and what to do with outstanding un-allocated cash KB5. ways in which customers may behave in cases where collection is delayed and how to address this KB6. common issues with customer payments and who to seek guidance from to clarify and resolve these KB7. types of queries referred from the accounts receivable helpdesk and standard responses to these Skills (S) A. Core Skills/ Writing Skills Generic Skills You need to know and understand how to: SA1. complete accurate well written work with attention to detail SA2. communicate with others in writing Reading Skills 36 SSC/N2307 Receive payments and apply cash You need to know and understand how to: SA3. follow guidelines, procedures, rules and service level agreements Oral Communication (Listening and Speaking skills) You need to know and understand how to: SA4. listen effectively and orally communicate information accurately SA5. ask for clarification and advice from others B. Professional Skills Decision Making You need to know and understand how to: SB1. follow rule-based decision-making processes SB2. make a decision on a suitable course of action Plan and Organize You need to know and understand how to: SB3. plan and organize your work to achieve targets and deadlines Customer Centricity You need to know and understand how to: SB4. carry out rule-based transactions in line with customer-specific guidelines, procedures, rules and service level agreements SB5. work effectively in a customer facing environment SB6. deliver consistent and reliable service to customers Problem Solving You need to know and understand how to: SB7. refer anomalies to the supervisor SB8. seek clarification on problems from others Analytical Thinking You need to know and understand how to: SB9. analyze data and activities SB10. pass on relevant information to others Critical Thinking You need to know and understand how to: SB11. apply balanced judgments to different situations Attention to Detail You need to know and understand how to: SB12. check your work is complete and free from errors SB13. get your work checked by others Team Working You need to know and understand how to: SB14. contribute to the quality of team working SB15. work effectively in a team environment 37 SSC/N2307 Receive payments and apply cash C. Technical Skills You need to know and understand how to: SC1. use information technology effectively to input and/or extract data accurately SC2. identify and refer anomalies in data SC3. store and retrieve information SC4. keep up to date with changes, procedures and practices in your role SC5. use software packages and tools specific to your field of expertise 38 SSC/N2307 Receive payments and apply cash NOS Version Control NOS Code SSC/N2307 Credits (NSQF) TBD Version number 1.0 [OPTIONAL] Industry IT-ITeS Drafted on 30/04/2013 Business Process Industry Sub-sector Last reviewed on 31/01/2015 Managements Next review date 31/03/2016 39 SSC/N2309 Deal with queries at the accounts receivable helpdesk Overview This unit is about dealing with queries received from customers relating to invoices they have received. 40  SSC/N2309 Deal with queries at the accounts receivable helpdesk Unit Code SSC/N2309 Unit Title Applicable NOS Unit Deal with queries at the accounts receivable helpdesk (Task) Description This unit is about dealing with queries received from customers relating to invoices they have received. Scope This unit/task covers the following: Queries received by:  telephone  e-mail  chat Appropriate people:  supervisor  members of the accounts payable team  subject matter experts Performance Criteria (PC) w.r.t. the Scope To be competent, you must be able to: PC1. greet customers and verify their details, following your organization’s procedures PC2. listen carefully to customers and ask appropriate questions to understand the nature of their queries PC3. summarize and obtain confirmation from customers of your understanding of their queries PC4. express your concern for any difficulties caused and your commitment to resolving their queries PC5. record and categorize queries accurately using your organization’s query management tool PC6. obtain relevant information from the accounts receivable system and communicate this information clearly to customers PC7. confirm with customers their commitment to make timely payments, where required PC8. refer queries that cannot be dealt with by reference to the accounts receivable system promptly to appropriate people PC9. provide customers with a justifiable estimate of time to respond to their queries, where an immediate response cannot be given PC10. monitor resolution of queries to keep customers informed about progress and any delays in resolving their queries PC11. obtain confirmation from customers that their queries have been resolved to their satisfaction PC12. record the resolution of queries accurately using your organization’s query management tool 41 SSC/N2309 Deal with queries at the accounts receivable helpdesk PC13. comply with relevant standards, policies, procedures, guidelines and service level agreements (SLAs) when dealing with queries at the accounts receivable helpdesk Knowledge and Understanding (K) A. Organizational You need to know and understand: Context KA1. your organization’s standards, policies, procedures, guidelines and service (Knowledge of the level agreements (SLAs) for dealing with accounts receivable queries and your company/ role in applying these organization and KA2. your organization’s guidelines and protocols for communicating with its processes) customers KA3. your organization’s query management tool for recording and monitoring queries and how to use this KA4. your organization’s systems and tools for recording historical queries and how to access this to identify solutions KA5. your organization’s accounts receivable system and how to use this KA6. limits of your role and responsibilities in relation to accounts receivable queries KA7. types of financial information required from customers to make payment and how to obtain this KA8. typical timescales for dealing with queries and the importance of complying with these KA9. your organization’s terms of payment and when these can be negotiated KA10. who to refer queries to when they cannot be resolved by the accounts receivable helpdesk KA11. the importance of keeping customers informed about timescales for progress and resolution of their query KA12. typical response times for helpdesk queries and the circumstances in which these may be exceeded KA13. your organization’s processes and procedures for reporting and handling exceptions and your role in applying these KA14. the importance of confirming resolution of queries to customers satisfaction KA15. who to seek advice and guidance from KA16. methods and techniques used when working with customers KA17. standard tools, templates and scripts available for dealing with queries and how to access and use these KA18. your organization’s policies and procedures for recording and storing records, maintaining information security and protecting data, and the importance of complying with these B. Technical You need to know and understand: Knowledge KB1. different styles and approaches when working with customers 42 SSC/N2309 Deal with queries at the accounts receivable helpdesk KB2. techniques for conveying concern and commitment KB3. different questioning techniques for understanding queries KB4. the importance of summarizing and confirming understanding of queries KB5. common types of queries and how to resolve them KB6. the importance of timely payment from customers and techniques to achieve and confirm this KB7. issues that may affect customers satisfaction and how to deal with these KB8. current practice in customer service Skills (S) A. Core Skills/ Writing Skills Generic Skills You need to know and understand how to: SA1. complete accurate well written work with attention to detail SA2. communicate with others in writing Reading Skills You need to know and understand how to: SA3. follow instructions, guidelines, procedures, rules and service level agreements Oral Communication (Listening and Speaking skills) You need to know and understand how to: SA4. listen effectively and orally communicate information accurately SA5. ask for clarification and advice from others SA6. communicate orally with colleagues regarding queries B. Professional Skills Decision Making You need to know and understand how to: SB1. identify anomalies in data SB2. follow rule-based decision-making processes SB3. make a decision on a suitable course of action Plan and Organize You need to know and understand how to: SB4. plan and organize your work to achieve targets and deadlines Customer Centricity You need to know and understand how to: SB5. carry out rule-based transactions in line with customer-specific guidelines, procedures, rules and service level agreements SB6. check that your own and/or your peers work meets customer requirements SB7. deliver consistent and reliable service to customers SB8. work effectively in a customer facing environment SB9. build and maintain positive and effective relationships with customers Problem Solving You need to know and understand how to: 43 SSC/N2309 Deal with queries at the accounts receivable helpdesk SB10. seek clarification on problems from others SB11. apply problem-solving approaches in different situations Analytical Thinking You need to know and understand how to: SB12. analyze data and activities SB13. pass on relevant information to others Critical Thinking You need to know and understand how to: SB14. apply balanced judgments to different situations Attention to Detail You need to know and understand how to: SB15. check your work is complete and free from errors Team Working You need to know and understand how to: SB16. work effectively in a team environment SB17. contribute to the quality of team working SB18. work independently and collaboratively C. Technical Skills You need to know and understand how to: SC1. use information technology effectively to input and/or extract data accurately SC2. store and retrieve information SC3. agree objectives and work requirements SC4. keep up to date with changes, procedures and practices in your role 44 SSC/N2309 Deal with queries at the accounts receivable helpdesk NOS Version Control NOS Code SSC/N2309 Credits (NSQF) TBD Version number 1.0 [OPTIONAL] Industry IT-ITeS Drafted on 30/04/2013 Business Process Industry Sub-sector Last reviewed on 31/01/2015 Management Next review date 31/03/2016 45 SSC/N9001 Manage your work to meet requirements Overview This unit is about planning and organizing your work in order to complete it to the required standards on time 46  SSC/N9001 Manage your work to meet requirements Unit Code SSC/N9001 Unit Title Applicable NOS Unit Manage your work to meet requirements (Task) Description This unit is about planning and organizing your work in order to complete it to the required standards on time. Scope This unit/task covers the following: Work requirements:  activities (what you are required to do)  deliverables (the outputs of your work)  quantity (the volume of work you are expected to complete)  standards (what is acceptable performance, including compliance with Service Level Agreements)  timing (when your work needs to be completed) Appropriate people:  line manager  the person requesting the work  members of the team/department  members from other teams/departments Resources:  equipment  materials  information Performance Criteria (PC) w.r.t. the Scope To be competent on the job, you must be able to: PC1. establish and agree your work requirements with appropriate people PC2. keep your immediate work area clean and tidy PC3. utilize your time effectively PC4. use resources correctly and efficiently PC5. treat confidential information correctly PC6. work in line with your organization’s policies and procedures PC7. work within the limits of your job role PC8. obtain guidance from appropriate people, where necessary PC9. ensure your work meets the agreed requirements Knowledge and Understanding (K) A. Organizational You need to know and understand: Context KA1. your organization’s policies, procedures and priorities for your area of work (Knowledge of the and your role and responsibilities in carrying out your work company/ KA2. limits of your responsibilities and when to involve others organization and KA3. your specific work requirements and who these must be agreed with its processes) KA4. the importance of having a tidy work area and how to do this KA5. how to prioritize your workload according to urgency and importance and the benefits of this 47 SSC/N9001 Manag