PR IN C IPLES FOR U T ILISIN G T H E C OMPETENCY

FRAMEWORK

• Framework intends to provide a common vocabulary for all people decisions and
processes

• Framework in itself is not the end, but enables sharper judgements by managers

• Framework looks at roles and levels dispassionately

– Some incumbents / roles might be exceptions to the framework, but that doesn’t define the rule

• Framework does not replace leadership conviction, discretion and intent

• Framework provides clear expectations to employees & sharpens self-assessment/

development by incumbents

• There are no specific weightages applied to each competency in the framework

– Roles & Functional contexts will allow demonstration of the competency to varying degree

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LEADERSHIP COMPETENCY FRAM EWORK
OFFICER - SR. OFFICER
Build Successful
Partnership
• Building relationships
• Collaborating with others
Challenges Status quo
• Problem solving
• Driving innovation
Execution Excellence
• Planning and organizing
• Result orientation
Impactful Communication
• Listening and
comprehending others
• Communicate to influence
Customer Centricity
• Understanding customer
requirements
• Driving customer
responsiveness
• Establishes rapport with various stakeholders – both internal and external – by providing and seeking support to execute
tasks
• Reaches out to relevant stakeholders for inputs as and when required
• Invests time and effort to achieve team goals
• Shows willingness to support colleagues with their work as and when required
• Identifies root cause by analyzing various aspects of the problem
• Demonstrates curiosity to new approaches and displays willingness to experiment with new ways of doing things
• Proactively seeks ways of driving improvisation in own work and processes
• Builds case for new approaches / process improvements and pursues it with the team
• Breaks the tasks into activities, and creates a plan that focusses on details
• Strives to achieve the objective in an efficient manner
• Takes initiative proactively before being asked or before the situation necessitates action
• Escalates any issues affecting task delivery and operational performance before they become critical
• Self-driven in soliciting and analysing feedback to improve on delivery standards
• Structures thoughts and uses simple words to make oneself clear and coherent
• Seeks to understand others’ perspectives by listening intently and asking probing questions
• Prepares self by collating information to substantiate own point of view
• Is open to alternate view points and assesses the rationale and logic of others’ point of view
• Influences others favourably in own work area by expressing self in a clear and concise manner
• Seeks to understand unique requirements and sentiments of customers
• Builds rapport and comfort with customers
• Responds to customer queries / complaints and resolves them in a time-bound and professional manner
• Displays ability to understand high risk / complex queries that could lead to negative implications and seeks support
from superiors / experts in a timely manner
• Solicits feedback on service / product / process to make it more relevant for the customers
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LEADERSHIP COMPETENCY FRAM EWORK
EXEC - M6
Lead People
• Performance coaching
• Employee engagement
Build Successful
Partnership
• Building relationships
• Collaborating with others
Challenges Status quo
• Problem solving
• Driving innovation
Execution Excellence
• Planning and organizing
• Result orientation
Impactful Communication
• Listening and
comprehending others
• Communicate to influence
Customer Centricity
• Understanding customer
requirements
• Driving customer
responsiveness
• Focuses on development of team by working on strengths and development areas of team members
• Provides constructive feedback with the objective to augment performance and engagement levels
• Identifies and recognizes performance of team members, to motivate them and keep the morale high
• Develops a connect with the team by being aware of their needs / concerns / and works towards their fulfillment / mitigation
• Identifies key stakeholders and works to strengthen the partnerships by understanding their key challenges and
motivational factors
• Manages expectations of critical stakeholders and gets their buy-in to objectives or operational requirements
• Leverages relationships with internal and external stakeholders for better delivery
• Influences peers to adopt a “partnership” work model
• Proactively shares best practices, ideas and insights with colleagues, wherever they are based
• Evaluates multiple approaches and thus displays ability to view and address challenges from diverse perspectives
• Applies understanding of systems, processes, customers and market to develop new approaches / improve existing processes
• Encourages team to bring in improvisation and drive innovation
• Identifies changes / improvisations and is willing to push the same through hierarchy
• Understands inter-dependencies between activities and develops detailed plans with contingency measures
• Sets up review mechanisms for assessing progress and resolving issues to ensure that the plan delivers as per set
requirements
• Drives excellence within team by setting high standards for planning and execution
• Adheres to customer commitments and project delivery without compromising on quality and delivery standards
• Displays active listening. Acknowledges others’ underlying concerns and perspectives
• Builds an environment that facilitates open communication with multiple and diverse points of view
• Displays courage to present ideas and diverse view points
• Adapts communication style to influence and maximize impact on the audience
• Negotiates and drives consensus by coming up with a win-win solution for all the concerned parties
• Connects with key customers / stakeholders regularly to understand their specific needs and anticipate customer
requirements
• Invests time to build deeper ties with customers and creating trusting-relationships
• Monitors and ensures effectiveness and timeliness of the query / complaint resolution
• Analyses feedback and adopts measures to improvise on the processes / product / delivery standards
• Educates customers on feasibility of requests, by analysing current business priorities/ constraints/ policies
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LEADERSHIP COMPETENCY FRAM EWORK
M5
Lead Self
• Learning agility
• Adaptability
Lead People
• Performance coaching
• Employee engagement
Build Successful
Partnership
• Building relationships
• Collaborating with others
Challenges Status quo
• Problem solving
• Driving innovation
Execution Excellence
• Planning and organizing
• Result orientation
Customer Centricity
• Understanding customer
requirements
• Driving customer
responsiveness
• Incorporates feedback from team and self reflection into own style of functioning
• Actively seeks opportunities to gain experience and knowledge in different business / functional areas
• Applies ones strengths / learnings quickly, to ones business / functional area
• Demonstrates openness towards new approaches / diverse team / work styles
• Gives adequate performance feedback – both positive and developmental for professional development of team members
• Provides autonomy to team members, thus allowing them to think and grow
• Mentors managers in the team to become better people managers
• Understands team’s concerns and addresses employee grievances in a timely manner, as per organization policy
• Appreciates performance of teams and individuals in the context of operations and the prevalent constraints
• Looks at ways of increasing engagement levels of the team on an on-going basis
• Drives the culture of relationship management and emphasizes on the importance of teamwork and collaboration
• Involves others in making critical decisions and enriches relationships by coming up with mutually beneficial and
agreeable solutions
• Makes use of various fora (professional and social ) to network within and outside the firm with a view to leverage these
networks for organizational interests
• Thinks laterally to find solutions to ambiguous and complex problems at function level and encourages others to do the
same
• Scans the external and internal environment constantly for new trends and technologies and employs business
understanding to select ideas with positive business impact
• Presents a case for any change and shows persistence when challenged
• Integrates large-scale planning efforts, anticipates and resolves critical issues
• Continuously sets challenging goals for the teams and proactively identifies opportunities to exceed goals and targets
• Provides support by anticipating road blocks and looking at risk mitigation plans
• Sets a performance-oriented culture by driving others to strive for excellence in delivery with a long term orientation
• Anticipates shift in customer requirements and drives processes to capitalize on it
• Establishes and monitors standards and metrics for resolution of customer queries / complaints
• Takes the responsibility of a trusted advisor for customers by understanding the value-add customer expects
• Encourages team to resolve customer queries and drives customer centricity within the team
• Strives for a balances between customer needs and company cause and respectfully negotiates unreasonable
demands