PROJECT SUBMISSION FORM

Your Exact Name (This will be printed on your certificate): Amit Kumar Gupta

Name of the program: Certified Learning and Development Manager

Date of attendance (will be printed on your certificate): 23rd & 24th July 2016

Date of Submission: 18 / 11 / 2016

IF you a participant from CAMI/WHRB - Your Batch location and year: Delhi, 2016

Valid Email ID: gupta.amit1311@gmail.com

POSTAL ADDRESS THAT YOU WANT THE CERTIFICATE TO BE DISPATCHED AT:

Name: Amit Kumar Gupta

Street Address 1: F 9/367 Chitrakoot, Vaishali,

Street Address 2:

City: Jaipur State/Province: Rajsthan

Post/Zip Code: 302021 Country: India

Working Mobile No: 9314899944

Working land phone No:

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5. By this submission you accept that the project can be used freely as part of the CAMI and
MEC knowledge center / digital library and can be used by them for research and learning.
Table of Content

S.No. Topic Page No.

1 Objective 2

2 Scope 2

3 Findings 2

4 Conclusions 2

5 Job Description of Relationship Executive 3

6 Job Element Analysis: Relationship Executive 4

7 BARS: Relationship Executive 5

8 Job Description of Group Store Manager 8

9 Job Element Analysis: Group Store Manager 9

10 BARS: Group Store Manager 10

11 Job Description of Zonal Head- Retail 12

12 Job Element Analysis: Zonal Head- Retail 13

13 BARS: Zonal Head- Retail 14

1
Objective of the project:

The main objective of the project is to learn to implement Competency Mapping for various
roles in the Organization. Also, understand the process to develop BARS for various roles
and use it for multiple purposes such as Recruitment and Selection, Promotion, Succession
Planning, Performance Management System etc. in the Organization

Scope of the project:

This assignment for Competency Mapping includes identifying the competencies of three
positions of Retail department of a Telecom Organisation. Organisation through Retail
department is directly engaged with their post-paid and pre-paid customers and provides
front-end services like resolving customers query, requests and complaints. Stores are also
responsible for doing prepaid and post-paid Sales based on needs and requirements of the
customers. The 3 levels of Hierarchy are

Relationship Executive
Group Store Manager
Zonal Head- Retail
Findings:

Job Description: Job descriptions are arrived from Job analysis. JD gives a clear
picture of not just the responsibility areas and task that need to be done but also
helps in understanding the core competencies, functional competencies, kind of
experience demanded for the position, skills required by an employee to effectively
and successfully perform the role etc.

Job Element Analysis: Job Element Analysis is the analysis of functional

competencies demanded for the role and the knowledge and skills related to the
particular a person should have to effectively perform each element of the job.

BARS: BARS is Behaviourally Anchored Rating Scale. It defines the different

proficiency levels of a particular competency and draws the differentiation between
a beginner and expert. It is an effective tool in identifying the development needs of
the employee in the organization as it clearly tells what the current maturity level is
and where he has to reach.

Conclusions:

Competency mapping exercise is an assessment tool to determine whether the

employee stands in terms of the competencies required to perform the job vs.
competencies he possess.

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 Competency mapping serves multiple purposes, it is important for every
organization to have the competencies defined for each and every role.

Job Description of Relationship Executive

Job Title: Relationship Executive Based at: Bhopal, Zonal Office
Department: Retail Reports to: Group Store Manager
Direct Reports: None Experience: 1-3 years in the similar role and
understanding of Teleocm sector
Required Qualification: Graduation degree Preferred Qualification: Graduation degree
from a reputed University from any stream
Core Competencies: Functional Competencies:
Understanding Active Listening
Responsibility Communication Skill
Excellence Social perceptiveness
Unity Organizing and scheduling
Integrity Record Keeping
Technology (MS Word, Excel,
PowerPoint)
Office Administration
Service Orientation
Job Purpose: To be the front face of the organisation, provide service to the customers and
be drive business by Greeting customers and ascertaining what each customer wants or
needs, Describe the telecom products and services and explain the benefits and its
operation. Receive & process cash or credit payment, Answer queries and requests and help
in resolving complaints.
Key Responsibilities and Accountabilities:

Timely opening and closing of Stores.

Participating in Gate Meetings and understanding the daily Plan and alignment with
the business objective.
Attending customer proactively and servicing them as per their needs &
requirements.
Completing their daily Sales and Servicing Targets by interacting with customers.
Maintaining the Sales & Service Dashboards on Daily basis to keep focus on task of
the day and of the month.
Ensuring the Store Hygiene and Store Layout as per the norm of the organisation.
Ensuring Product Display and sufficient availability of Merchandizing display at the
designated selves.
Resolving Customers Queries, Requests and complaints effectively by listening to
them properly and understanding their concerns.
Doing high quality sales by identifying the right segment of the customer and
pitching the right product.

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 Ensuring smooth Order Entry of the Customer Application Forms by providing the
relevant and correct detail.
Ensuring Activation Process Compliance during Order Entry.
Ensuring hassle free bill payments and recharges of the customers through Systems
and POS.
Raising Indent for the new and short stock as per Operations guidelines received
from Circle team.
Doing Stock Audits weekly and helping external Auditor in Stock Audit on monthly
basis.
Ensuring Cash and Credit Card Reconciliation for the cash collected with System and
Banks and ensuring banking on Daily basis with Cash Collection Agency.
Preparing Day End vouchering for all the transactions in different systems like RMS,
eBRS.
Ensuring closure of pending issues and approvals on the same day.
Keeping physical records of all the Service request Forms, Warehouse Invoices and
other administrative items.
Upkeep of all the devices and hardware in the store for smooth day to day
operations.

Job Element Analysis: Relationship Executive

Job Element Threshold Differentiating

Active Listening S: Giving full attention to what others S: Ability to handle different types of
are saying, Taking time to understand customers coming for query,
the point being made, asking requests and complaints.
appropriate questions and not
interrupting in inappropriate times

K: Knowledge of human behaviour and

performance; individual differences,
personality, and interests.
Communication S: Talking to customers to convey S: The ability to communicate
Skill information effectively, Ability to read information and ideas in speaking
and write official mail communication. and in writing so that others will
understand
K: Knowledge of Verbal & non Verbal
Communication medium and its usage in
effective manner.
Social S: Being aware of others' reactions and S: The ability to tell when something
Perceptiveness understanding why they react as they is wrong or is likely to go wrong. It
do. does not involve solving the
problem, only recognizing there is a
K: Knowledge of human behaviour and problem.
performance; individual differences in
ability, personality, and interests;
learning and motivation

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Organising S: Ability to organise Store Layout, S: Monitoring/ Assessing
Compliances at stores effectively and performance of self, others or
maintain it. organizations to make improvements
or take corrective action.
K: Knowledge of different Systems and
process of stores (Mystery Audit
Parameters, Operations Excellence
process etc).
Scheduling S: Ability to perform complex routine S: Ability to comply with the norms
tasks and checks on daily basis, related of the store operations for smooth
to store operations functioning.

K: knowledge of systems and process

related to effective store operations
(Store Opening & Closing, RMS, Cash
Management, Billing, Audits etc).
Record Keeping S: Devising ways to automate recording S: Ability to produce the required
of Stores operations data and reduce documents as & when required.
manual intervention

K: Knowledge of various Store

Operations Excellence formats and filing
systems.
Technology (MS K: Sound knowledge of Office K: In-depth understanding of office
Word, Excel, Applications, Word, applications to provide
PowerPoint, Excel, PowerPoint and web based applic differentiating service.
Office ations like Internet explorer, Outlook
Applications like Express etc.
eCRM, RMS, eBRS
LMS) S: Ability to send e-mails, do routine
application based service and sales
transactions, Correspondences, record
book keeping of routine operations etc.
Co-ordination S: Ability to adjust actions in relation to S: Ability to get the different tasks
other departments(CSD, Repairing pending at others end, done in time
agency, DMS) actions

K: Knowledge of human behavior and

performance; individual differences in
ability, personality, and interests;
learning and motivation;
Service S: Ability to develop deep understanding S: Actively looking for ways to help
Orientation of customers unique requirements. customers

K: Knowledge of principles and

processes for providing customer and
personal services.

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BARS: Relationship Executive

Competency Level 1 Level 2 Level 3 Level 4

Beginner Learner Advanced Expert
Communication Rate of speech, Is able to convey -Summarizes and Is able to ask
tone, and volume information clearly paraphrases to open ended and
are not to Customer/ verify closed ended
appropriate or do prospect. understanding. questions to
not meet Listens attentively Displays active discover implied
requirements of and does not listening all the needs.
Assignment/ interrupt the time. Presents solution
context. customer. Asks basic to Customers in a
Understand and Is able to convey questions to convenient and
respond to information clearly understand the simple manner
Customer's to Customer/ query/issue.
queries. prospect.

Energy level Exhibits low Sound positive and Sounds excited Always high on
levels of energy keeps the while conversing energy, proactive
which generally conversation going with others, approach in work
kills the interest with the other always keen to that keeps her
of other person person initiate always ahead of
involved in the deadlines.
communication
Work Ethic Is not punctual in Is not punctual in Is punctual and Always have
tasks, tries to tasks and also has a Displays positive sound attitude
manipulate reluctant approach attitude but and Can do
things and shifts towards new tasks. inconsistent in spirit in all
blame on others performance. situations.
when work is not Always takes
complete on time pride in
contributing to
the Good of the
organisation.
Adaptability Does not adapt Takes time to adapt Easily adapt to Perform well in
to change easily, to the changing new changing changing
not willing to conditions, easily environment, conditions
come out of gets stressed, keen on learning without any
comfort zone. reluctant to change. new ways stress and relates
to the cause of
the change.
Etiquette Exhibits rude Exhibits some Exhibits Demonstrate
behaviour more politeness, politeness while highly courteous
often which leads however, needs to communicating, behaviour
to conflict with maintain which has led her towards all the
customers consistency built good employees and
relationship with external
internal and customers
external
customers

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Co-Operation Selfish in Less Co-operative in Co-operative and Highly motivated
approach , looks stressful situations, Stays calm, plans towards selfless
for own However, performs his work in service to others
convenience in task sulkily. advance and also and
task completion able to meet organisational
deadlines goals. Looks at
task as
commitment to
others and
Organization.
Customer Focus Is focussed on his Acknowledges Provides a Understands
own work and is Customer's comfortable customer's
not bothered presence in the environment for implied needs.
about Customers store. interaction. Takes ownership
presence. Understands Understand and proactively
Unable to offer Customer's urgency and follows-up with
accurate and/or needs/requirement. importance of Customer and
timely resolution Provides solution as the issue/need other concerned
to Customer required. and offer teams to ensure
alternative high service
solutions and standards.
seek preference.

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Job Description of Group Store Manager (GSM)
Job Title: Group Store Manager (GSM) Based at: Bhopal, Zonal Office
Department: Retail Reports to: Zonal Manager- Retail
Direct Reports: 6-10 (Relationship No. of years of experience:4-6 years in the
Executives) similar role and understanding of Telecom
sector
Required Qualification: MBA (Marketing) Preferred Qualification: Certificate/Diploma
from a reputed university/institute. in Retail Management
Core Competencies: Functional Competencies:
Understanding Verbal Communication
Responsibility Coaching and Developing Others
Excellence Organizing, Planning, and Prioritizing
Unity Work
Integrity Social Perceptiveness
Service Orientation
Technical Expertise
Job Purpose: To drive retail business through his team and ensure efficient customer service
at stores. Regularly monitoring and reviewing the effectiveness of the Store Operations.
Job Responsibilities and Accountabilities:

Conducting Gate meeting at different stores each day and set the tone for business with
team.
Ensuring Sales and Service targets are achieved through team work.
Direct sales, marketing, or customer service activities at each store.
Identify the GAP areas in performance of the team and in store operations and coach
the team for effective performance and efficient store operations.
Track the performance of each team member and assist the low performer in
developing his competence.
Ensuring Operational efficiency at each store as per the guidelines provided.
Ensure proper resolution of escalated issues and complaints of the customers.
Direct, coordinate, and review activities in sales and service accounting and record-
keeping.
Analyze financial records or reports to determine state of operations.
Take care of the HR activities of Relationship Executives.
Evaluation of Store productivity and profitability at the end of month and ensuring
positive impact in store business.
Identifying the best practices of other stores and implementing it each store for
efficient store operations.
Keeping the Team updated on new developments in business and organisational
changes.
Ensuring each store is devoid of any System Application or technical glitch which affects
stores smooth operation.

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Job Element Analysis: Group Store Manager

Job Element Threshold Differentiating

Verbal Communication S: Ability to convey messages, S: Ability to have the most
ideas, or feelings effectively difficult conversation with
difficult employees with ease
K: Knowledge of different
components of the verbal
communication like words,
sound, speaking, language etc.
Coaching and developing S: Identifying the S: Ability to align team to the
others developmental needs of others business and organisational
and coaching, mentoring, or objective
otherwise helping others to
improve their knowledge or
skills.

K: Knowledge of principles and

methods of coaching
individuals and groups
Organizing, Planning, and S: Developing specific goals and S: Ability to accomplish task in
Prioritizing Work plans to prioritize, organize, most effective manner
and accomplish the business
objective

K: Knowledge of business and

Social Perceptiveness
Service Orientation
management principles
involved in strategic planning,
Goal setting and prioritizing
S: Being aware of others' S: The ability to tell when
reactions and understanding something is wrong or is likely
why they react as they do. to go wrong. It does not involve
solving the problem, only
K: Knowledge of human recognizing there is a problem.
behaviour and performance;
individual differences in ability,
personality, and interests;
learning and motivation
S: Ability to develop deep S: Actively looking for ways to
understanding of customers help customers
unique requirements.

K: Knowledge of principles and

processes for providing
customer and personal
services.
Technical Expertise K: Knowledge of assigned facets S: Ability to manage complex
of business like RMS, CRM, BRS operational issues and tasks at
& other retail process different stores.

S: Ability to draw from and

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Influencing Others
succinctly apply that knowledge
in proficient manner
S: Ability to convince team to S: Ability to develop confidence
change their mind or actions to of the team to new changes
align with the changing and products launches.
environment.

K: Knowledge of principles and

methods for showing,
promoting, and selling products
or services.
Developing and Building Teams S: Encouraging and building S: Ability to create cohesiveness
mutual trust, respect, and among team members and
cooperation among team achieve any task.
members.

K: Knowledge of Team Building

principles

BARS: Group Store Manager

Competency Level 1 Level 2 Level 3 Level 4

Beginner Learner Advanced Expert
Planning Does not have Plans the routine Have short term Proactively
any plan for the tasks but does and long term establishes short
work and goes not bear end objective for and long term
with instinct to objective in the achievement of objectives, course
complete the mind. the task but of action and
task. require guidance syllabus of
to stay in course. specific tasks.

Delegation of Feels insecure Delegates task Delegates the Proficiently

roles and about delegating randomly but do task properly delegates the task
responsibilities the tasks to not trust team keeping in mind and also builds
subordinates members for the potential of the capacity of
completion of the the employee. the employee
task.

Technical Is ignorant to Has fair Has sound Has excellent

expertise business understanding knowledge about understanding
processes and about the the systems and and knowledge
systems, Hence, processes and process and about process
unable to apply systems therefore effectively use it and systems and
the guidelines. can apply it but to manage is able to draw
not efficiently. operational from and
issues. succinctly apply
that knowledge in
proficient
manner.

10
Pressure Bearing Cannot bear Bears pressures, Can handle Create a positive
pressure when remain positive pressure, remains impression in
strict deadlines under stringent positive, and pressure bearing
are demanded deadlines but meets deadlines situations and
does not meet most of the time. also produce
deadlines always. favourable
results.
Employee Does not bother Creates Creates Creates and
Relations about work place workplace workplace maintains
relationship with relationship with relationship with workplace
subordinates. subordinates but subordinates but relationship with
Does not value not able to use it subordinates that
human relations leverage it to professionally to generate
as motivation accomplish achieve business maximum
tool. business task only. effectiveness
objective. productivity while
enhancing
motivation and
growth.
Perseverance Easily gets Gets derailed Does not get Pursues
derailed from the from the derailed from the established work
set objective with objective, if set objective but schedule and goal
little obstacle. obstacle is a little becomes tired tirelessly and to a
persistent in due obstacles. successful end
nature. despite any
situational
obstacles; is
willing to go the
distance every
time.
Co-operation Highly selfish in Selfish in nature Motivated Motivated
nature when and looks at task towards selfless towards selfless
dealing with co- as a growth service to co- service to co-
worker, opportunity for workers and worker and
customers looks himself. customers. Looks customers and
for own benefit at task as his organisational
only. responsibility goal; looks at task
towards job. as a commitment
to others and
organisational
excellence.

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Job Description of Zonal Head- Retail
Job Title: Zonal Head- Retail Based at: Bhopal, Zonal Office
Department: Retail Reports to: Circle Head- Retail
Direct Reports: 3-4 (Group Store Managers) No. of years of experience: 7-10 years in the
similar role and understanding of Telecom
sector
Required Qualification: MBA (Marketing) Preferred Qualification: Certificate/Diploma
from a reputed university/institute. in Retail Management
Core Competencies: Functional Competencies:
Understanding Budget Planning and Forecast
Responsibility Guiding, Directing, and Motivating
Excellence Subordinates
Unity Systems Analysis
Integrity Critical Thinking
Organizing, Planning, and Prioritizing
Work
Strategic vision
Job Purpose: Oversee the zone, provide strategic vision, sets performance metrics,
evaluates productivity, and helps team to create long-term career plans within the
organization.
Job Responsibilities and Accountabilities:

Develop strategy for allocated budget utilization to meet required business targets.
Devising a detailed Retail strategy for the Zonal Business.
Lead and manage the Retail team to ensure the achievement of strategic objective of
the organisation.
Analyze business and operations data to influence sales and operational decisions or
activities.
Ensure successful implementation of Organisational Objectives and plans across
zone by the retail team.
Prepare Staff schedule and work assignments in different store and if required
reshuffling staff from one location to other.
Monitor sales and operations performance of team members and creating
appropriate action plan for course correction.
Develop Marketing and promotional plans and strategies for positive business in the
zone.
Ensure teams are equipped with the requisite knowledge and skills to complete their
tasks successfully.
Delegate the instructions to GSMs and review the quality and efficiency of their
work.
Provide leadership development education to team members.
Prepare quarterly feedback reports on training groups, targets and accomplishments
and present it to core management.
Help team members create a long-term career plan within the organization.
Ensure Store Hygiene in accordance to the norms of the organisation.

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 Ensuring compliances to store operations guidelines and thereby Safe Work
Environment to the team members.

Job Element Analysis: Training Manager

Job Element Threshold Differentiating

Budget S: Ability to appropriately use zonal S: Ability to use the funds effectively so
Planning and budget, ascertain measures to reduce as to have maximum business impact
forecasting the cost of acquiring new customers on with minimal overhead cost
quarterly basis.

K: Knowledge of determining net

acquisition cost and allocating budget
different heads to make effective
promotional scheme.
Guiding, S: Ability to Provide guidance and S: Ability to lead team and business in
Directing, and direction to subordinates, including right course.
Motivating setting performance standards and
Subordinates monitoring performance.
K: Knowledge of business and
management principles involved in
strategic planning, resource allocation,
Personnel Management, leadership
technique, and coordination of people
and resources
Strategic S: Ability to define long term strategy S: Ability to present the zonal business
vision of Retail department which is linked plan to the Management and linking it
with vision and mission of the with the organizational objective.
organization

K: Good knowledge/awareness of the

organization and telecom industry
Provide S: Ability to lead the Retail S: Ability to create pipeline of leaders in
Leadership team/department efficiently Retail department

K: knowledge of various styles of

leadership and knows exactly what
style works best for her/him
Systems S: Ability to Determine how a system S: Ability to list down indicators of
Analysis should work and how changes in system performance and the actions
conditions, operations, and the needed to improve or correct
environment will affect outcomes. performance, relative to the goals of the
system.
K: thorough Knowledge and
understanding of systems and
processes across the organization/
departments etc.

Critical S: Ability to Use logic and reasoning to S: Ability to effectively handle varied
Thinking identify the strengths and weaknesses situation and provide appropriate

13
 of alternative solutions, conclusions or solution in stores across zone.
approaches to problems.

K: thorough Knowledge and

understanding of systems and
processes across the organization/
departments etc.
Organizing, S: Developing specific goals and plans S: Ability to accomplish task in most
Planning, and to prioritize, organize, and accomplish effective manner
Prioritizing the business objective
Work
K: Knowledge of business and
management principles involved in
strategic planning, Goal setting and
prioritizing

BARS: Zonal Head- Retail

Competency Level 1 Level 2 Level 3 Level 4

Beginner Learner Advanced Expert
Planning Does not have Has developed Has defined plan Takes into
any plan and also plan but require and strategy for consideration the
does not verify guidance in implementation feasibility,
the applicability implementation but for shorter applicability and
or practicality of as may overlook duration without practicality of the
the task/action to some important consideration of solution while
be implemented. aspects. long term impacts planning for short
and long term
both.
Detail Oriented Overlooks details focuses on details Plans taking into Plans taking into
pertaining to but need to be consideration all consideration all
data/situation more alert while the major issues the relevant
while planning observing data but sometimes details/situations/
overlook minute resources
details however small in
magnitude.
Decision Making Frequently Does not involve Always involves Seek advice and
changes the seniors but peers every stakeholder gives due thought
decisions taken, and subordinates in decision to the every
seems highly in- in decision making process, opinion of
decisive, does not making and also stick to the stakeholders and
involve in team in continues to decision taken. take most
decision making change strategies Analyse all practical decision
process in short run. Does aspects, choices even in toughest
not analyse all and takes circumstances.
aspects, choices decision in
before making normal
decision. circumstances.

14
Team Leadership Gives his opinion Listen to others Listen to others Respects the
without view point and view point and views of others
evaluating others accepts it without put forth his and sells the
view showing any contradictions, feasible ideas to
contradiction, if but easily get all other team
he has one. convinced by members and
others. gain their
acceptance after
due
consideration.
Problem Solving Is not able to Identifies Identifies the Demonstrate
Skill correctly identifysymptoms and problem clearly ability to clearly
the problem mistaking it for but require identify the main
areas. real problems and support for problem and
also not able to identifying the distinguish it from
identify the root root cause or the symptom or
cause of the real problem. associated
problem. problem,
Manages Conflict Does not pay Listen to the Easily has proactive
attention to team complaints of the approachable, approach to
issues and is team for their actively listens to conflicts, ensures
unapproachable issues but not teams concern, that no conflict
approachable tries to develop a arises at all at any
easily all the time common level, if arises
wavelength knows how to
between all handle
effectively.
Analytical Skill Not able to Able to interpret
Able to interpret Is competent
interpret and and analyse
and analyse enough to
analyse the partially by
problems, data analyse complex
problem situation himself and
and situation problems and
or data partially with
independently work situations
independently some assistance
but not able to and present his
or cues from present in consolidated
someone consolidated analysis for
manner benefit of
effectively. everyone.
Supervisory Skill Rarely sits with Irregular and Regularly reviews Not only suggests
team to review unplanned the performance the future course
the performance meetings, reviews of team and plans of action but also
of individuals of Individual and for the future helps employee
team course of action develop in the
performance. area that needs
improvement
Delegation of Feels insecure Delegates task Delegates the Proficiently
roles and about delegating randomly but do task properly delegates the task
responsibilities the tasks to not trust team keeping in mind and also builds
subordinates members for the potential of the capacity of
completion of the the employee. the employee
task.

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