CORE COMPETENCIES
Competency
Customer Focus - Makes customers the
focal point of the way employee works.
Teamwork - Works collaboratively with
others to achieve common goals and positive
results.
Communication - Listens to others and
communicates in an effective manner to
achieve desired goals.
Analytical Thinking & Decision
Making - Interprets, links and analyzes
information in order to understand issues and
makes decisions involving varied levels of
complexity, ambiguity and risk.
Planning and Organizing - Plans and
organizes tasks / work to achieve work
objectives while recognizing competing
priorities and maximizing use of available
resources.
Behaviors Grade
1 Identifies customers' needs/requirements and takes responsibility to meet customer expectations
2 Responds promptly and courteously to customer requests Executive/ Sr.Executive
3 Refers complex issues to the concerned stakeholders
1 Identifies problems/hindrances in the way of customer service; solves those problems to ensure effective service delivery
2 Takes personal responsibility to meet customer requests in a timely manner
Assistant Manager/ Manager
3 Keeps customers up to date on information and decisions that affect them
4 Develops and maintains credible relationships with customers
1 Communicates service expectations and ensures that team(s) maintain high standards of customer service
2 Identifies and develops strategies to respond to future customer needs
Sr. Manager/ General Manager
3 Identifies creative approaches to improving quality of services to customers
4 Builds and maintains long term relationships/partnerships with customers
1 Understands the goals of the team and each team member’s role within the team
2 Shares knowledge, expertise and provides support to other team members Executive/ Sr.Executive
3 Deals honestly and fairly with others, showing consideration and respect
1 Seeks input of team members and listens to their viewpoints
2 Acknowledges the efforts and contributions of team members Assistant Manager/ Manager
3 Consistently Provide feedback and guidance to the team members as and when needed
1 Builds and promotes good working relationships within the team and other departments regardless of personal likes and/or dislikes
Sr. Manager/ General Manager
2 Promotes/encourages sharing of expertise, knowledge and best practices among team members and across teams
3 Acknowledges contributions and efforts of individuals to foster team spirit and collaboration
1 Expresses ideas or information clearly and concisely in writing and/or in speech
2 Actively listens and ask questions for better understanding Executive/Sr.Executive
3 Keep the audience engaged through effective use of gestures, body language and voice inflection
1 Supports important messages and arguments with relevant data, information and examples
2 Encourages others to share their point of view in a discussion Assistant Manager/ Manager
3 Adapts style, content, tone and medium of communication to ensure that people understand the message being communicated
1 Acts as a link between the top management and the team for communication of organization’s strategies and relevant updates
2 Breaks down communication barriers and encourages/supports information sharing across all concerned teams and departments
Sr. Manager/ General Manager
3 Takes others' perspective into account when communicating or presenting arguments
4 Communicates and responds to complex or unpopular messages and questions with clarity, tact and diplomacy
1 Collects necessary information pertaining to tasks
2 Analyses the information by identifying the basic links between scenarios Executive/Sr.Executive
3 Facilitates decision making by considering risks and consequences of various options
1 Breaks down larger issues into smaller, quantifiable parts to better analyze information
2 Sees connections, relationships and trends to organize information to facilitate effective decision making
Assistant Manager/ Manager
3 Draws logical conclusions from organized information, providing different options/recommendations
4 Identifies and considers various alternatives and makes timely decisions
1 Thinks several steps ahead in deciding on best course of action, anticipating likely outcomes
2 Analyzes complex situations and identifies links between situations that are not clearly related to address root cause of the problem Sr. Manager/ General Manager
3 Ensures processes and systems are in place to aid the flow of information that helps in decision making
1 Fully aware of personal work responsibilities
2 Set priorities for tasks and uses time effectively as per the plan Executive/Sr.Executive
3 Regularly ensures that the timelines for tasks/projects are being met and the quality of work is up to the required standards
1 Establishes short and long term performance goals for self and for team; also keeps track of achieved goals
2 Prioritizes tasks in terms of importance and given timeframes; also keeps track of activities completed
Assistant Manager/ Manager
3 Organizes work by bringing together resources necessary to get the job done
4 Makes required adjustments to timelines, approach and resource allocation whenever required
1 Converts strategic plans into organized actions and results
2 Considers a range of factors in the planning process (such as costs, budget, timings, customer needs, resources available etc.)
3 Sets, communicates and regularly assesses priorities Sr. Manager/ General Manager
4 Prepares plans to mitigate risks and deal with unexpected delays and set backs
5 Ensures systems are in place to effectively monitor and evaluate team and work progress

Business Acumen - Understands and
utilizes relevant business data to accurately
diagnose business strengths and weaknesses,
identifies key issues and opportunities,
develops strategies and plans, converts them
into tactics and takes calculated risks to
accomplish organization goals.
Leading From the Front - Uses
appropriate methods and a flexible
interpersonal style to help build a cohesive
team; facilitating cooperation and completion
of team goals, fosters team commitment,
builds enabling structures, spirit, pride and
trust, inspires and guides individuals and gains
acceptance of ideas or plans. Modifies one’s
own behavior to accommodate tasks,
situations, and individuals involved.
Managing and Developing Others -
Plans and supports the development of
individuals’ skills and abilities so that they can
fulfill current and future roles effectively.
Manages performance, delegates, empowers,
and effectively manages conflict to provide a
supportive environment for enhanced
performance and professional growth.
LEADERSHIP COMPETENCIES
1 Understands technical, financial and commercial terminologies used in the organization
2 Possesses knowledge of competitors, their products, services and is aware of current and future competitor and industry strategies
3 Is able to do risk analysis
Modifies current methods and approaches to better meet business needs and/or creates new models or methods for the organization while Manager and Above
4 incorporating innovative/creative ideas of the team
5 Makes creative use of available resources and identifies alternatives to meet strategic goals
6 Develops plans that address long-term customer and stakeholder needs and concerns
1 Sets specific and measureable team goals and objectives
2 Clearly communicates roles, responsibilities and deliverables to each team member
3 Conducts meetings and holds informal discussions with staff to keep them well informed on issues and changes that effect them
4 Involves team and encourages their input in planning, problem solving and decision making
Manager and Above
5 Accepts responsibility for team's actions and results
6 Promotes team's work/success throughout the organization and establishes team's credibility with internal and external stakeholders
7 Builds strong teams that capitalize on the strengths, expertise and background of every team member
8 Leads by example to motivate and inspire team members
1 Stays visible and approachable to team members
2 Provides objective and timely two-way performance feedback
3 Identifies learning opportunities of team members and facilitates on and off the job training
4 Designs and carries out a formal plan for career development for team members; also follows up to provide guidance and measure progress
Manager and Above
5 Delegates assignments to team members based on their skills, roles and interests
6 Identifies and nurtures potential successors
7 Handles/resolves conflicts on merit; separating issues from individuals
8 Recognizes and rewards team members in a timely manner