Rita Charitable Trust

EXIM – Manager (1 years diploma)

EXIM – Manager click here

Brief Job Description: The role holder is proficient in customs compliance, resolves
any customs related issues and improve the efficiency and effectiveness of Exim
Operations. The individual is also expected to participate in the strategic shortterm and long-term planning, monitor key account activity, provide customer
service and provide direction to operational staff to meet service levels.

Qualifications Pack for EXIM – Manager

Electives:

Elective 1: Domestic & Nominated Sales
The unit is about identifying clients and performing both domestic and nominated
(international) sales by coordinating with various agents across geographies


Elective 2: Ocean Cargo
The unit is about overseeing freight operations related to ports and incoming and
outgoing ocean cargo


Elective 3: Air Cargo
The unit is about overseeing freight operations at airports and incoming and outgoing air
cargo

Options

Option 1: Profit Management
The unit is about performing cost optimization, profit management and strategic business
activities that would help the person grow vertically has s/he moves to regional roles or delivery
centre roles or strategic roles.


Personal Attributes: The job requires the individual to be able to work under high work
pressure and on computer for long hours. The individual should have attention to detail,
problem-solving and mathematical skills and should be observant and diligent in leading
operations and performance. The individual should have English and Vernacular language
proficiency, excellent in spoken, written and oral communication.

Qualifications Pack for EXIM – Manager

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 ing 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.


Electives Electives are NOS/set of NOS that are identified by the sector as contributive
to specialization in a job role. There may be multiple electives within a QP for
each specialized job role. Trainees must select at least one elective for the
successful completion of a QP with Electives.


Options Options are NOS/set of NOS that are identified by the sector as additional
skills. There may be multiple options within a QP. It is not mandatory to select
any of the options to complete a QP with Options.


Unit Code Unit code is a unique identifier for an Occupational Standard, which is
denoted by an ‘N’
Unit Title Unit title gives a clear overall statement about what the incumbent should be
able to do.


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.

Description
3PL Third Party Logistics
BOE Bill of Entry
BOL Bill of Lading
CBr Customs Broker


CGST Central Goods and Services Tax
CIF Cost, Insurance and Freight
DO Duty Order
EDI Electronic Data Interchange
ERP Enterprise Resource Planning
EXIM Export Import


FOB Freight on board
GST Goods and Service Tax
HO Head Office
HR Human Resources
HSN Harmonized System of Nomenclature
IATA International Air Transport Association


ICEGATE Indian Customs Electronic Commerce/ Electronic Data Gateway
ICES Indian Customs EDI System
IGST Integrated Goods and Services Tax
INCOTERMS International Commercial Terms
KYC Know Your Customer
LC Letter of Credit


LEO Let Export Order
MMS Material Management System
NSQF National Skills Qualifications Framework
OCC Out of Customs Charge
OH&S Occupational Health and Safety
OS Occupational Standards


PAN Permanent Account Number
PGA Participative Government Agencies
PPE Personal Protective Equipment
QP Qualification Pack
RFP Request for Proposal
ROO Rules of Origin


SAC Service Accounting Code
SGST State Goods and Services Tax
SLA Service Level Agreement
SOP Standard Operating Procedure


TAT Turnaround time
TMS Transport Management System
WMS Warehouse Management System

Conduct daily review and facilitate operations

Description This unit is about conducting daily status reviews and facilitating daily operations
Scope This unit/task covers the following:
• Review status of previous day’s work and pending activities
• Approve daily workplans and allocate tasks
• Facilitate smooth operations


• Forecast and budget resources for operations
• Check compliance with legal and regulatory requirements
Range: Computers, Management information system (MIS), Enterprise resource
planning (ERP), performance review softwares, budgeting and forecasting softwares


Performance Criteria(PC) w.r.t. the scope
Element Performance Criteria
Review status of
previous day’s work
and pending
activities


To be competent, the user/individual on the job must be able to:
PC1. review previous day performance reports with supervisors and executives
PC2. plan for completion of pending works
PC3. escalate any situations which needs the input/ intervention of senior
management or client


Approve daily work
plans
and allocate
resources
To be competent, the user/individual on the job must be able to:
PC4. review and approve daily work plan prepared by supervisors, and approve
adhoc resources incase of exingencies


PC5. allocate resources for completion of priority tasks
PC6. prepare/review weekly work plan


Facilitate smooth operations
To be competent, the user/ individual must be able to:
PC7. monitor and guide subordinates to ensure seamless operations as planned
PC8. ensure optimal utilisation of all assets and resources as per performance
targets


PC9. provide required support in terms of resources, and process clarifications
PC10. facilitate resolution with other departments and external parties in case of
any escalation or deviation
PC11. coordinate with clients in cases of delays, pending issues, etc.
PC12. facilitate training for subordinates on process improvements and develop
their capabilities


PC13. ensure ERP and Information Technology (IT) tools are being used as per
Standard Operating Procedure (SOP)
Forecast and budget
resources for
operations


To be competent, the user/ individual must be able to:
PC14. analyse business trends and forecast business
PC15. prepare budget for resources and assets

PC16. set-up consensus meetings with peers and seniors and get their approval on
the forecast and budgets
PC17. prepare weekly and monthly work plans as per budget
Ensure compliance
with legal and
regulatory
requirements


To be competent, the user/ individual must be able to:
PC18. monitor process compliance to relevant state, country and international laws
on a periodic basis


PC19. monitor process compliance to organizational policies and procedures
PC20. review areas of non-compliance and examine the reasons
PC21. take corrective and preventive actions to ensure compliance
PC22. adhere and ensure compliance related to hazardous goods storage and
handling regulations


Knowledge and understanding (K)
A. Organizational
Context
(Knowledge of the
company /
organization and
its processes)


The individual on the job needs to know :
KA1. vision, mission and values of the company
KA2. company’s reporting structure to support and expedite project acivities
KA3. company’s policy and work instructions on quality standards as well as
documentation policy


KA4. importance of the individual’s role in the workflow
KA5. company’s policy on business ethics and code of conduct
KA6. business and performance of the company
KA7. knowledge repository and various projects done by the company
KA8. occupational health and safety standards, handling of special and dangerous
goods, etc.


KA9. procedures for dealing with loss or damage to goods
KA10. value of items handled and implications of damage/loss of the same
KA11. risk and impact of not following defined work, safety and security procedures
KA12. company policy defined TATs and output metrics for daily operations
KA13. just in time (JIT) mode of inventory management


KA14. coding system followed to label items
KA15. the IT system and ERP system of the organization


B. Technical Knowledge
The individual on the job needs to know:
KB1. process flow of service operation of basic supply chain value chain
KB2. state/country taxes and routing
KB3. local and global geographies
KB4. use of enterprise resource planning software (ERP) including WMS, MMS and
TMS


KB5. use tools for documentation: MS excel and MS Word, etc.
KB6. basics of statistical and quantitative analysis tools
KB7. use of spreadsheets to tabulate and analyze the data
KB8. structure and implications of fees and charges involved in transportation,
warehousing, processing clearances, etc.


KB9. transit rules and regulations
KB10. different MHEs and other equipment used for handling the shipment

KB11. procurement related concepts like Purchase order (PO), Invoices, procedures
etc.
Skills (S)
A. Core skills/
generic skills
Reading skills


The user/individual on the job needs to know how to read:
SA1. work instructions, customer requirement and quality policy
SA2. legal policies and regulations
SA3. internal communications memorandums
SA4. checklists and daily reports


Writing skills
The user/individual on the job needs to know how to:
SA5. maintain the record of as per company’s policy
SA6. make the note of instructions to team members
SA7. develop operating procedures and their updation
SA8. write communications, letters both within the company and to other
stakeholders and clients


SA9. prepare daily reports, checklists and create documents for internal
communication
Oral communication (listening and speaking skills)
The user/individual on the job needs to know how to:
SA10. communicate with all internal and external stakeholders
SA11. share experiences and provide guidance to juniors and peers


SA12. listen to queiries and requirements of internal and external stakeholders
B. Professional skills Decision making
The user/individual on the job needs to know how to:
SB1. decide regarding allocation of adequate resource based on forecasts and job
requirement


SB2. decide on appropriate ways to resolve inefficiency, escalations, pilferage
issues, etc.
SB3. priortise the work flow based on review of the variuous reports and urgent
requirements
Plan and organize
The user/individual on the job needs to know how to:
SB4. prioritize and execute the work order within pre-decided timelines
SB5. maintain schedules and punctuality for work process


SB6. plan and forecast for upcoming events, festivals which may create high
demand or high absenteeism of human resources
SB7. motivate team members to achieve the targets


Customer centricity
The user/individual on the job needs to know how to:
SB8. adhere to the customer timelines
SB9. prevent company and customer information leakage
SB10. address the requirement of the customer
SB11. take prompt action on queries raised by the customer

SB12. plan for any alternatives in case of delays
SB13. maintain regular contact with customer and keep him/her updated on status


Problem solving
The user/individual on the job needs to know how to:
SB14. identify trends/common causes for errors and suggest possible solutions
SB15. identify departments and areas of inefficiencies
SB16. handle day to day escalated problems like delays, staffing shortage, external
factors, etc


SB17. delegate work appropriately
SB18. identify and resolve issues due to technical or human error


Analytical thinking
The user/individual on the job needs to know how to:
SB19. analyze the resource requirement in terms of manpower, delivery vehicles,
software, system, etc. in line with forecasts and past trends
SB20. provide suggestions and methodologies for operational activities in order to
increase the productivity


SB21. analyse reports and take necessary action
SB22. assess delays or non-performance in daily reporting or closures
SB23. anticipate external factors that may affect operations and plan for the same


Critical Thinking
The user/individual on the job needs to have ability to:
SB24. think through different queries and escalations and quickly identify possible
solutions and work-around
SB25. handle personality clashes
SB26. think tactically to handle adverse situations, with attention to details
SB27. improve work processes by adopting global best practices

Business development and stakeholder relations

Description This OS unit is about generating new business and maintaining relation with all
stakeholders
Scope This unit/task covers the following:
• Generate new business prospects
• Maintain customer relations
• Coordinate with government officials, vendors and contractors


Range: Computers, Enterprise resource planning (ERP), business lead softwares
Performance Criteria(PC) w.r.t. the scope
Element Performance Criteria
Generate new
business prospects
To be competent, the user/individual on the job must be able to:
PC1. obtain list of existing clients and new prospects from the company’s sales
database.


PC2. prepare sales targets and relationship strategies
PC3. prioritize the clients for contacting, based on the previous relationship
building calls made to each of them
PC4. call clients and prospects to seek meeting
PC5. meet client to offer new services and take feedback for current services
PC6. identify client’s business need and offer customized and bundled solutions
PC7. negotiate on costs, close the deal and collect organizational and payment
details of the client


PC8. take client’s feedback
PC9. update information into ERP, inform the relevant departments on sale
closure
Maintain customer
relations
To be competent, the user/ individual must be able to:
PC10. regularly interact with the client over phone, emails or personal visits and
quickly respond to their queries


PC11. address the query raised by the customers effectively and timely
PC12. take appropriate actions on escalations raised by customers
PC13. handle customer grievances such as damage or tampering of shipment,
extra charges levied, failure to deliver as per commitment, delays etc.
PC14. quickly respond to the clients for their e-mails, voice-messages, calls, etc.
PC15. provide regular information to clients regarding new offerings, discounts,
customised solutions, etc.


Co-ordinate with
government officials,
vendors and
contractors
To be competent, the user/ individual must be able to:
PC16. liaise with customs, Partner Government Agencies (PGAs), other Govt.
departments, etc. and build professional relations with them
PC17. analyse and manage insurance claim requests

PC18. co-ordinate with marketing agencies for publicity of services of the
company
PC19. negotiate with carriers, warehouse and transport operators, custom
brokers, insurance company representatives, vendors, etc. for services,
preferential rates, service level agreements (SLA), payment period, etc.
PC20. co-ordinate with labour contractor and local vendors for sufficient
workforce, carrier vehicle availability as per work demand


Knowledge and understanding (K)
A. Organizational
context
(Knowledge of the
company /
organization and
its proses)


The individual on the job needs to know:
KA1. vision, mission and values of the company
KA2. company’s reporting structure to support and expedite project acivities
KA3. company’s policy and work instructions on quality standards as well as
documentation policy


KA4. importance of the individual’s role in the workflow
KA5. company’s policy on business ethics and code of conduct
KA6. business and performance of the company
KA7. knowledge repository and various projects done by the company
KA8. occupational health and safety standards, handling of special and dangerous
goods, etc.


KA9. procedures for dealing with loss or damage to goods
KA10. value of items handled and implications of damage/loss of the same
KA11. risk and impact of not following defined work, safety and security procedures
KA12. company policy defined TATs and output metrics for daily operations
KA13. just in time (JIT) mode of inventory management
KA14. coding system followed to label items
KA1. the IT system and ERP system of the organization


B. Technical knowledge
The user/individual on the job needs to know:
KB1. process flow of service operation, value chain and basic supply chain value
map within the sub sector
KB2. state/country taxes and routing
KB3. local and global geographical knowledge


KB4. use of enterprise resource planning software (ERP) including WMS, MMS and
TMS
KB5. use of tools for documentation: MS excel and MS Word, etc.
KB6. basics of statistical and quantitative analysis tools
KB7. use of spreadsheets to tabulate and analyze the data
KB8. structure and implications of fees and charges involved in transportation,
warehousing, etc.


KB9. transit rules and regulations
KB10. significance of team coordination to achieve revenue and productivity targets
of the organisation
KB11. customer relationship management
KB12. about contract management and Service Level Agreement (SLA)
KB13. factors for evaluation of performance of vendors

Core skills/ generic
skills
Reading skills

The user/ individual on the job needs to know how to read:
SA1. company’s quality policy, work instructions and customer requirement
SA2. transit rules and trade policies
SA3. regulatory requirement associated with customs clearance
SA4. e-mails, invoices, letters, notes, memos, agreement reports, etc.


Writing skills
The user/ individual on the job needs to know how to:
SA5. write e-mails and letters to government officials, customers, vendors, etc.
SA6. note information about vendors on factors like quality of service,on-time
order completion, cooperation etc


Oral communication (listening and speaking skills)
The user/ individual on the job needs to know how to:
SA7. listen the requirements of the client
SA8. communicate with clients, government officials and other external
stakeholders by using various communication channels
SA9. exchange information with other managers, supervisory and operational staff
at all levels
SA10. carefully listen to vendor concerns and issues


B. Professional skills Decision making
The user/ individual on the job needs to know how to:
SB1. decide corrective measures to improve customer ratings
SB2. decide actions to be taken on escalations raised by the customer
SB3. decide appropriate action for poor performance and lack of cooperation by
vendor/ (3PL) Third Party Logistics
SB4. identify and prioritise on select clients and prospects for generating business


Plan and organize
The user/ individual on the job needs to know how to:
SB5. liaison with customers, government officials, vendors and staff to ensure that
smooth functioning of service centre/office
SB6. plan and organise review meetings with vendors, contractors
SB7. organise projects/ training plans for performance improvement


Customer centricity
The user/ individual on the job needs to know how to:
SB8. take prompt action on queries raised by the customer
SB9. address customer requirement and offer customised or bundled solutions
SB10. suggest ideas and solutions to increase customer loyalty and satisfaction


Problem solving
The user/ individual on the job needs to know how to:
SB11. resolve the queries raised by customers as well as goverment officals
SB12. address the queries raised by vendors, contractors and other external
stakeholders

Analytical thinking
The user/ individual on the job needs to know how to:
SB13. identify the factors that helped improve customer satisfaction
SB14. identify commonly preferred bundles and customisations
SB15. analyse reasons for customer dis-satisfaction
SB16. identify areas that are crucial for performance improvement


Critical thinking
The user/ individual on the job needs to know how to:
SB17. improve work processes by adopting best practices
SB18. act upon constructively on any problems as identified
SB19. handle personality clashes effectively

Review performance and develop performance improvement plan

Description This unit is about reviewing performance of activities and processes, root cause
analysis for deviations, and implementing performance improvement plan
Scope This unit/task covers the following:
• Analyse activity wise operational performance
• Identify reasons for non-performance and areas for improvement
• Implement performance improvement action plans
• Provide leadership and direction


Range: Standard Operating Procedures (SOP), Management information system (MIS),
Enterprise Resource Planning (ERP), worksheets, stationery, computer, projector
etc.
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Analyse activity wise
operational
performance


To be competent, the user/ individual must be able to:
PC1. analyse activity related performance metrics
PC2. review output reports for escalated cases to identify reasons
PC3. review asset utilization rates and revenue per manpower


PC4. analyse trend of defaults, delays, etc. along with their reasoning
PC5. analyse the trends of various output metrics like average time per case,
average number delays per week, etc. to measure operational performance
Identify reasons for
non-performance and
areas of
improvement


To be competent, the user/ individual must be able to:
PC6. analyse reasons for non-performance with respect to each operation and
department
PC7. identify process improvement areas and departments
PC8. identify training needs and develop training plans


PC9. analyse resource utilization trends to arrive at cases of under-utilization and
poor equipment management
PC10. examine staff turnover issues
PC11. identify the department and staffs that are underperforming and take
necessary actions to improve performance


Implement
performance review
action plan
To be competent, the user/ individual must be able to:
PC12. prioritise performance improvement project implementation
PC13. develop strategic action plans to increase overall worker and operational
efficiency


PC14. communicate performance improvement benefits to senior management and
take their approval
PC15. establish key performance indicators, track regular performance output with
respect to set goals and take corrective actions

PC16. address all employee performance problems promptly and directly in
accordance with personnel policies
PC17. take necessary action in case of theft or fiddling with the shipment
Provide leadership
and direction
To be competent, the user/ individual must be able to:
PC18. develop, implement, and manage departmental policies, procedures,
standards and strategies as required


PC19. set objectives and provide support to team members
PC20. communicate and emphasise on policies and standards in line with the
regulations laid down by various governing Acts
PC21. guide and support them to cope with work load


PC22. conduct meetings with staff to assess group’s overall performance; discuss
ideas for improvement and inform staff of new developments
PC23. support team members in identifying, developing and implementing new
ideas
PC24. direct the hiring, training, and performance evaluations of staff


Knowledge and understanding (K)
A. Organizational
context
(Knowledge of the
company /
organization and
its processes)


The user/individual on the job needs to know:
KA1. vision, mission and values of the company
KA2. company’s policy on business ethics and code of conduct
KA3. business and performance of the company


KA4. knowledge repository and various projects done by the company
KA5. reporting structure to support and expedite project acivities
KA6. escalation matrix for reporting issues/challenges
KA7. company’s policy and work instructions on quality standards
KA8. company’s personnel management and incentives rules


KA9. importance of the individual’s role in the workflow
KA10. company policy defined TATs and output metrics for daily operations
KA11. company’s approach towards skill up-gradation and technology modernisation
KA12. company’s training plans and schedules


B. Technical Knowledge
The user/individual on the job needs to know:
KB1. process flow of service operation, value chain and basic supply chain map
within the sub sector
KB2. state/country taxes and routing
KB3. local and global geographical knowledge
KB4. use of enterprise resource planning software (ERP) including WMS, MMS and
TMS


KB5. use of various tools for documentation: MS excel and MS Word, etc.
KB6. basics of statistical and quantitative analysis tools
KB7. use of spreadsheets to tabulate and analyze the data
KB8. structure and implications of fees and charges involved in transportation,
warehousing, etc.
KB9. transit rules and regulations

KB10. significance of team coordination to achieve revenue and productivity targets
of the organization
KB11. customer relationship management and contract management, and SLA
KB12. factors for evaluation of operational performance and utilization for
resources
KB13. different metrics of performance evaluation
KB14. different solutions to improve performance and utilization


Skills (S)
A. Core skills/
generic skills
Reading skills
The user/ individual on the job needs to know how to read:
SA1. company policy and standard work-related documents
SA2. emails, letters and instructions
SA3. daily reports


Writing skills
The user/ individual on the job needs to know how to:
SA4. prepare reports on delivery performance, demand forecast, franchisee
performance etc.
SA5. write Minutes of Meeting, mails and memos


Oral communication (listening and speaking skills)
The user/ individual on the job needs to know how to:
SA6. interact with team members to work efficiently
SA7. communicate effectively with colleagues and vendors to achieve smooth
workflow


SA8. communicate quality standards and performance metrics clearly to all the
employees
SA9. listen to queries patiently and answer them aptly


B. Professional skills Decision making
The user/ individual on the job needs to know how to:
SB1. decide on corrective measures to improve performance
SB2. identify and prioritise modules of improvement plans
SB3. prioritise areas for performance improvement
SB4. decide on actions to be taken on any issues identified hampering operational
efficiency


SB5. identify departments providing high performance and departments with low
performance
SB6. decide on training plans and improvement plans for departments and
individuals


Plan and organize
The user/ individual on the job needs to know how to:
SB7. plan and organise performance review sessions
SB8. make action plan for performance improvement
SB9. organise projects/ training plans for performance improvement
SB10. monitor the activities of the performance improvement plan

SB11. plan and organise monitoring activities to ensure no breach in terms of
commitments
SB12. timely complete analysis on reports and issues identified


Customer centricity
The user/ individual on the job needs to know how to:
SB13. analyse performance with focus on customer requirement and ability to
improve satisfaction levels with customers
SB14. sensitise individuals towards customer satisfaction and train them accordingly


Problem solving
The user/ individual on the job needs to know how to:
SB15. resolve interpersonal issues among employees
SB16. resolve performance related bottlenecks with respect to individuals and
resources


SB17. guide staff towards appropriate training to improve performance and remove
bottlenecks
SB18. assess resource utilization and performance and suggest solutions to remove
bottlenecks


Analytical thinking
The user/ individual on the job needs to know how to:
SB19. analyse reports and take necessary action
SB20. analyse output and delivery performance to infer bottlenecks
SB21. assess the performance of resources to see capacity utilization
SB22. assess performance to see if there is a need for technology up-gradation or
training


Critical thinking
The user/ individual on the job needs to know how to:
SB23. improve work processes by adopting global best practices
SB24. resolve recurring inter-personal or system related conflicts with colleagues
that hinder service


SB25. act upon constructively on any problems as pointed by seniors
SB26. review performance with respect to requirement and compare with global
peers to see prospects for technology and skill up-gradation

Profit and Loss Account management and cost accounting

Description This unit is about about Profit and loss account management and cost accounting
Scope This unit/task covers the following:
• Profit and loss account management and review
• Analysis of activity based costs


Range: Computers, Management information system (MIS), Enterprise resource
planning (ERP), performance review softwares


Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Profit and Loss
account management
and review


To be competent, the user/ individual must be able to:
PC1. review department wise budgets and make amendments if required
PC2. collate and prepare annual budgets along with sales and profit targets
PC3. schedule both capital and operational expenses accordance to the budget
PC4. analyse and review the P&L performance for the unit


PC5. analyse profitability and business performance trends department wise
PC6. periodically analyse variances in the expenditure with respect to the budget
and accordingly take corrective actions
PC7. periodically analyse the physical output and performance with respect to the
budget and identify places for improvements


PC8. undertake adequate risk management so as to meet Key Performance targets
PC9. manage and control budgets of different departments on a periodic basis to
optimise financial performance
Analysis of activity
based costs


PC10. periodically review activity and department financial performance
PC11. identify the activities having high variance with respect to the budgeted costs
or the forecasted revenue
PC12. analyse the actual cost w.r.t physical output to draw inferences


PC13. identify reasons in discussion with department and take remedial and
corrective actions where-ever required
PC14. work towards rationalizing the cost of the activity wise operations to achieve
higher financial goals


Knowledge in (K)
A. Organizational
context
(Knowledge of
the company /
organization and its processes)
The individual on the job needs to know:


KA1. vision, mission and values of the company
KA2. company’s reporting structure to support and expedite project acivities
KA3. company’s policy and work instructions on quality standards as well as
documentation policy

KA4. importance of the individual’s role in the workflow
KA5. company’s policy on business ethics and code of conduct
KA6. business and performance of the company
KA7. knowledge repository and various projects done by the company
KA8. occupational health and safety standards, handling of special and dangerous
goods, etc.


KA9. procedures for dealing with loss or damage to goods
KA10. value of items handled and implications of damage/loss of the same
KA11. risk and impact of not following defined work, safety and security procedures
KA12. company policy defined TATs and output metrics for daily operations


KA13. coding system followed to label items
KA14. IT system and ERP system of the organization
KA15. organizational goal for the year as well as branch/ territory targets


B. Technical
knowledge
The user/individual on the job needs to know:
KB1. process flow of service operation of basic supply chain value chain
KB2. state/country taxes and routing
KB3. local and global geographies
KB4. use of enterprise resource planning software (ERP) including WMS, MMS and
TMS


KB5. use of tools for documentation: MS excel and MS Word, etc.
KB6. basics of statistical and quantitative analysis tools
KB7. use of spreadsheets to tabulate and analyze the data
KB8. structure and implications of fees and charges involved in transportation,
warehousing, processing clearances, etc.


KB9. transit rules and regulations
KB10. working and capacities of different MHEs and other equipment used for
handling the shipment
KB11. procurement related concepts like Purchase order (PO), Invoices, procedures
etc.


KB12. significance of team coordination to achieve revenue and productivity targets
of the organisation
KB13. various techniques for performance improvement and cost accounting
KB14. budgeting excercises


Skills (S)
A. Core skills/
generic skills
Reading skills
The user/individual on the job needs to know how to read:
SA1. company’s work instructions, customer requirement and quality policy
SA2. egal policies and regulations


SA3. internal communications memorandums
SA4. written instructions, standard operating procedures
SA5. SOPs and documents required for all operational activities
SA6. inferences drawn from the system reports
SA7. financial statements

Writing skills
The user/individual on the job needs to know how to:
SA8. maintain the record of as per company’s policy
SA9. make the note of instructions to team members
SA10. develop operating procedures and update them
SA11. write communications, letters, etc.


SA12. prepare daily reports, checklists
SA13. prepare reports and presentations based on data analytics and ERP reports
Oral communication (listening and speaking skills)
The user/individual on the job needs to know how to:
SA14. communicate with client, external coordinators, internal staff effectively
SA15. motivate employees
SA16. share experiences and provide guidance to juniors and peers


B. Professional skills Decision making
The user/ individual on the job needs to know how to:
SB1. assess business performance to identify need for interventions
SB2. identify areas for improvement and accordingly suggest remedial action
SB3. identify areas for budget modifications and budget cuts
SB4. decide on ways to improve performance


Plan and organize
The user/ individual on the job needs to know how to:
SB5. plan and organise performance review sessions
SB6. make action plan for performance improvement
SB7. organise projects/ training plans for performance improvement
SB8. monitor the activities of the performance improvement plan


Customer centricity
The user/ individual on the job needs to know how to:
SB9. sensitive employees towards customer requirements
SB10. focus on customer satisfaction as a key part of the performance review


Problem solving
The user/individual on the job needs to know how to:
SB11. identify reasons for variances and resolve them in discussion with team and
management
SB12. suggest new technologies, capital purchases, operational strategies to
enhance operational and financial performance


Analytical thinking
The user/individual on the job needs to know how to:
SB13. analyze reasons for variances across departments
SB14. compare with past trends to see if it is seasonal or cyclical in nature
SB15. identify areas that are crucial for improvement and accordingly revisit
budgets


Critical thinking
The user/individual on the job needs to know how to:

SB16. assess the financial performance and make strategic decisions regarding
budgets, focus areas
SB17. motivate and ensure output so as to achieve financial goals

Maintain and monitor integrity and ethics

Description This OS unit is about maintaining integrity, ensuring data security and practising
ethical behaviour.
Scope This unit/task covers the following:
• Maintain integrity and ensure data security
• Professional and ethical practice
• Ensure regulatory compliance


Range: Standard operating procedure (SOP), worksheets, computer, projector, printer,
display board and markers.
Performance Criteria(PC) w.r.t. the scope
Element Performance Criteria
Maintain integrity
ensuring data
security


To be competent, the user/ individual must be able to:
PC1. refrain from indulging in corrupt practices
PC2. protect customer’s information and ensure acquired information is not used
for personal advantage
PC3. protect data and information related to business or commercial decisions
Professional and
ethical practice


To be competent, the user/ individual must be able to:
PC4. sensitise the work force towards ethical behaviour in work place and
performing job with integrity
PC5. conduct regular reviews and check reports for unethical behaviour and
corrupt practices


PC6. consult senior management when in an ethical dilemma
PC7. report promptly all violations of code of ethics
PC8. dress up and conduct in a professional manner
PC9. communicate with clients and stakeholders in a soft and polite manner
PC10. follow etiquettes
Ensure regulatory
compliance


To be competent, the user/ individual must be able to:
PC11. check that that documentation with respect to operations is up to date and in
accordance to the regulations
PC12. coordinate with regulatory authorities and assist in inspections and
clearances


PC13. report any issues with regulatory compliance

Knowledge and understanding (K)

Organizational
context
(Knowledge of the
company /
organization and
its processes)


The user/individual on the job needs to know :
KA1. company’s policies on use of language
KA2. company’s Human Resources policies
KA3. company’s code of ethics and business


KA4. company’s whistle blower policy
KA5. company’s rules related to sexual harassment
KA6. company’s reporting structure
KA7. company’s documentation policy


B. Technical
knowledge
The user/individual on the job needs to know :
KB1. principles of code of ethics and business ethics
KB2. different regulations and acts that are applicable for the sub-sector and
logistics sector as a whole
KB3. understand the documentary compliance required for different type of
products


Skills (S)
A. Core skills/
generic skills
Reading skills
The individual on the job needs to know how to read:
SA1. policy documents and work-related documents
SA2. emails letters and communications
SA3. acts and regulations


Writing skills
The individual on the job needs to know how to write:
SA4. instructions, communications to internal staff
SA5. emails and letters
SA6. Reports


Oral communication (listening and speaking skills)
The individual on the job needs to know how to:
SA7. interact with internal and external stakeholders
SA8. communicate with peers and subordinates


B. Professional skills
Decision making

The individual on the job needs to know how to:
SB1. take appropriate action in a vulnerable situation
SB2. identify breaches and take necessary actions
SB3. identify documentary requirement for a specific product or regulation and
take necessary action


Plan and organize
The individual on the job needs to know how to:
SB4. plan and organise steps/ actions as per company’s guidelines, if any violation
of code of ethics is noticed in the company
SB5. plan and organise training sessions, sensitization sessions for work force
SB6. plan review meetings to monitor compliance with ethics and regulations


Customer centricity
The individual on the job needs to know how to:
SB7. prevent company and customer information leakage

Problem Solving
The individual on the job needs to know how to:
SB8. provide proper advice or guidance to colleagues to deal with sensitive issue
SB9. suggest solutions to supervisors and workers when in an ethical dilemma
SB10. identify conflict of interests and take necessary actions


Analytical thinking
The individual on the job needs to know how to:
SB11. review reports to identify common trends of defaults
SB12. conduct review to analyse the reasons for default


Critical thinking
The individual on the job needs to know how to:
SB13. check that all regulatory compliances are adhered to
SB14. check that any unethical behaviour gets captured before a damage or
negative impact happens

Follow and monitor health, safety and security procedures

Description This OS unit is about ensuring compliance with health, safety and security procedures
at the workplace.
Scope This unit/task covers the following:
• Follow health, safety and security procedures
• Ensure compliance to health, safety and security


Range: Personal protective equipment (PPE), Material Handling Equipment (MHE),
instructional material, safety guidelines, safety signs, computer, projector etc.
Performance Criteria(PC) w.r.t. the scope
Element Performance Criteria
Follow health, safety
and security
procedures


To be competent, the user/ individual must be able to:
PC1. make note of all safety processes with reference to area of operation
PC2. wear all PPE such as goggles, ear plugs, helmet, mask, shoes, etc. as
applicable


PC3. follow organizational protocol to deploy action in case of signs of any
emergency situation or accident or breach of safety
PC4. undertake periodical preventive health check ups
PC5. follow necessary standard operating procedures (SOP) and precautions while
handling dangerous and hazardous goods
PC6. follow security procedures like green gate in port, customs area, factory
security, etc.


PC7. comply with data safety regulations of the organisation
PC8. ensure loaders / unloaders follow standard safety procedures while handling
hazardous / fragile cargo and move only on the designated pathway
Ensure compliance to
health, safety and
security


To be competent, the user/ individual must be able to:
PC9. recognise unsafe conditions and safety practices at the workplace and report
it to concerned authority
PC10. implement Sort, Set In order, Shine, Standardize and Sustain (5S) at workplace
PC11. inspect the activity area and equipment for appropriate and safe condition
PC12. check if stacking is done at defined height and is not on the walk way
PC13. check if walk way is free from grease/ oil
PC14. check if emergency fire alarms, water sprinklers and smoke detectors are
installed at all places


PC15. participate in fire drills
PC16. check if standard material handling procedure are being followed
PC17. check if cargo has passed security checks and report in case of any violation

Knowledge and understanding (K)

Organizational
context
(Knowledge of the
company /
organization and
its processes)
The individual on the job needs to know :


KA1. health, safety and security policies and procedures
KA2. Special instructions for hazardous cargo handling
KA3. defined standard operating procedures
KA4. risk and impact of not following defined procedures/work instructions with
reference to health, safety and security operations
KA5. escalation matrix for reporting identified problem


B. Technical
knowledge
The individual on the job needs to know :
KB1. basics of OSHA
KB2. 5S implementation and practice
KB3. necessary security procedures for airport, customs area, etc.
KB4. tools and equipment for material handling


KB5. standard material handling procedures while handling cargo
KB6. safety and security signage and their functions
KB7. knowledge of security tags, labels and signage
KB8. handling procedure for hazardous / fragile cargo
KB9. security procedures for dangerous / hazardous goods
KB10. different personal protective equipment (PPE), their usage and purpose
KB11. safe driving techniques


Skills (S)
A. Core skills/
generic skills
Reading skills
The user/individual on the job needs to know how to read:
SA1. various procedures and standards related to health, safety and security
SA2. various documents related to security and movement of cargo


Writing skills
The user/individual on the job needs to know how to:
SA3. fill forms related to health, safety and security procedures


Oral communication (listening and speaking skills)
The user/individual on the job needs to know how to:
SA4. communicate clearly with colleagues regarding safety procedures
SA5. share experience and provide guidance to peers


B. Professional skills Decision making
The user/individual on the job needs to know how to:
SB1. make a judgment as to what actions to be taken to avoid any damage /
accident to personal health / cargo handled
SB2. act objectively, rather than impulsively or emotionally when faced with
difficult/stressful or emotional situations


Plan and organize
The user/individual on the job needs to know how to:
SB3. plan clearance of cargo in manner that it does hamper the safety of the cargo
and the loader/unloader
SB4. prioritize and execute tasks within the schedule time limits
SB5. Plan emergency drills, fire drills and inspections

Follow and monitor health, safety and security procedures

Customer centricity
The user/individual on the job needs to know how to:
SB6. ensure safe and secure movement of packages, cargos etc.


Problem solving
The user/individual on the job needs to know how to:
SB7. identify any threats on personal health, safety, security, etc. and take
appropriate actions
SB8. identify risks at the workplace and address them


Analytical thinking
The user/individual on the job needs to know how to:
SB9. analyse past mistakes and address them to avoid mishap in the future


Critical thinking
The user/individual on the job needs to know how to:
SB10. ensure right safety measures and procedures are in place

Verify and review GST application

Description This OS unit is about verifying and reviewing GST application
Scope This unit/task covers the following:
• Check invoice
• Audit process


Range: Laptop, MS office, Enterprise resource planning (ERP), computer, projector
Performance Criteria(PC) w.r.t. the scope
Element Performance Criteria
Check invoice To be competent, the user/ individual must be able to:
PC1. verify and approve daily invoicing


PC2. check for errors in calculating taxable value and tax value after applying
applicable rate of Goods and Service Tax (GST)
PC3. check if that Integrated Goods and Service Tax (IGST) is chargeable on the
invoices raised for export of goods/services
Audit process To be competent, the user/ individual must be able to:


PC4. check if GST is payable under reverse charge in case of unregistered party
PC5. verify and approve separate notification in case of exemption
PC6. review and approve vendor invoices and ensure that all the mandatory
particulars are mentioned on the invoice


PC7. verify if the goods/services are procured from registered vendor
PC8. check for pending litigation cases under earlier regime
PC9. review sales invoice and check if record is maintained properly
PC10. coordinate with finance department for any updating in GST law


PC11. check that the payment received from the client is including applicable taxes
PC12. assist in verifying and reviewing monthly returns
PC13. monitor maintenance record of taxes paid and acknowledgment of the returns
filed


Knowledge and understanding (K)
A. Organizational
context
(Knowledge of the
company /
organization and
its processes)


The individual on the job needs to know:
KA1. reporting structure to support and expedite project acivities
KA2. company’s policy and work instructions on quality standards
KA3. company’s products and services


KA4. organizational guidelines for dealing with receipts and payments
KA5. company’s policy on mode of receipts
KA6. company’s policy on processes and methods of collection and payments


B. Technical knowledge
The individual on the job needs to know:
KB1. basic accounting principles and financial concepts such as calculation of interest
KB2. concept and applicability of GST
KB3. bifurcation of taxes

KB4. invoicing including credit and debit note
KB5. filing of monthly returns
KB6. reverse charge mechanism
KB7. refund process
KB8. use of MS office (excel, word)
KB9. CGST Act, 2017 (preferable not mandatory)


Skills (S)
A. Core Skills/
Generic Skills
Reading skills
The user/individual on the job needs to know how to read:
SA6. various accounting procedures and updates
SA7. forms and policy directives


Writing skills
The user/individual on the job needs to know how to write:
SA8. mails and answer auditor’s queries


Oral communication (listening and speaking skills)
The user/individual on the job needs to know how to:
SA9. coordinate with colleagues and seniors to obtain required information


B. Professional Skills Decision making
The user/individual on the job needs to know how to:
SB11. decide on applicability of taxes
SB12. decide on correction required for invoice and other documents


Plan and Organize
The user/individual on the job needs to know how to:
SB13. plan and organise information for auditing process


Customer Centricity
The user/individual on the job needs to know how to:
SB14. check that tax deducted is correct
SB15. inform about any errors or refunds to be sought and extra taxes to be paid


Problem Solving
The user/individual on the job needs to know how to:
SB16. resolve tax related issues


Analytical Thinking
The user/individual on the job needs to know how to:
SB17. analyse tax norms and accounting information


Critical thinking
The user/individual on the job needs to know how to:
SB18. check for error in invoice
SB19. avoid penalties to organisation for inadequate reporting

Perform domestic and nominated sales

Description This OS unit is about generating new business through domestic and nominated sales
Scope This unit/task covers the following:
• Perform domestic sales
• Perform nominated sales


Range: Indian Customs EDI System (ICES), Indian Customs Electronic commerce
Gateway (ICEGATE), Remote EDI System (RES), ERP, WMS, SOP, sample
documentation formats, computer, projector, TV, stationery, worksheets, etc.


Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Perform domestic
sales
To be competent, the user/ individual must be able to:
PC1. understand the competitive landscape and identify new business opportunities
PC2. perform competitors’ analysis to analyse their service offering, pricing, market
penetration and other parameters
PC3. participate in tenders and reply to Request for Proposal (RFP) to generate new
businesses


PC4. use referrals from existing customers to develop business
PC5. convert potential leads into customers by understanding their requirements
and offering best in class service as well as competitive pricing
PC6. check with the counterpart in destination countries to analyse the tariffs,
various duty drawback opportunities and claim filing procedures with respect
to exports and imports


PC7. provide required inputs to the counterpart on customer requirement to arrive
at best pricing and mode of transportation
PC8. present the solutions plan to the customer for concurrence and clear queries if
any


Perform nominated
sales
To be competent, the user/ individual must be able to:
PC9. coordinate with counterpart in other countries to understand client’s
export/import business requirements


PC10. advise the counterpart on tariffs, benefits under different trade agreements,
and document filing requirements with respect to import and export
authorizations, licenses, etc.
PC11. identify cost effective and efficient shippers and customs brokers to deliver
the required service


PC12. liaise with vendors where paperwork and authorization are required to
expedite clearance of shipments

PC13. coordinate with customs officers for timely shipment clearance on basis of
documents provided by consignee for clearance


PC14. liaise with the agent. shippers abroad to get the details of the cargo in case of
import cargo and with the shipping line to take the ocean freight rate in case
of export cargo
PC15. follow up on escalated cases of payment delays


Knowledge and understanding (K)
A. Organizational
Context
(Knowledge of the
company /
organization and
its processes)


The individual on the job needs to know:
KA1. vision, mission and values of the company
KA2. company’s reporting structure to support and expedite project acivities
KA3. company’s policy and work instructions on quality standards as well as
documentation policy


KA4. importance of the individual’s role in the workflow
KA5. company’s policy on business ethics and code of conduct
KA6. business and performance of the company
KA7. knowledge repository and various projects done by the company
KA8. occupational health and safety standards, handling of special and dangerous
goods, etc.


KA9. procedures for dealing with loss or damage to goods
KA10. value of items handled and implications of damage/loss of the same
KA11. risk and impact of not following defined work, safety and security procedures
KA12. company policy defined TATs and output metrics for daily operations
KA13. coding system followed to label items
KA14. the IT system and ERP system of the organization


B. Technical
Knowledge
The individual on the job needs to know:
KB1. state/country taxes and routing
KB2. local and global geographies
KB3. use of enterprise resource planning software (ERP) including Warehouse
Management System (WMS), Material Management System (MMS) and
Transport Management System (TMS)


KB4. use of tools for documentation: MS excel and MS Word, etc.
KB5. basics of statistical and quantitative analysis tools
KB6. use of spreadsheets to tabulate and analyze the data
KB7. structure and implications of fees and charges involved in transportation,
warehousing, processing clearances, etc.


KB8. transit rules and regulations
KB9. procurement related concepts like Purchase order (PO), Invoices, procedures
etc.
KB10. significance of team coordination to achieve revenue and productivity
targets of the organisation
KB11. customer relationship management


KB12. understand use of different tools for analysing business and competitor
performance
KB13. understand use of sales strategies
KB14. usage of software (for e.g.; ICES, ICEGATE, Remote EDI System (RES), etc.) to
manage and update documentation/reports