Competency Mapping

9. MACRO COMPETENCY MANAGEMENT Organizational Strategy Vision, Mission, Values, Strategic, Intent, Corporate Governance, Corporate Social Responsibility & Ethics Business Strategy Business Plan & Goals, Culture People, Technology Teamwork Strategy Leadership, Communication Conflict Management, Interpersonal Skills, Project Orientation, Self Managed Teams (SMT) Role Strategy Ability, Autonomy, Multiskilling, Task identity, Performance Evaluation & rewards and performance development Core Competencies (Organizational wide) Business Competencies (SBU specific) Team Competencies (Project driven) Role Competencies (Role wise) Stakeholder Interest Market Positioning Achieving Business Targets Employee Satisfaction Profit Center Orientations Team Development & Synergy Performance Accomplishment Individual Development STRATEGIC FRAMEWORK COMPETENCY FRAMEWORK COMPETENCY MODELING FRAMEWORK

18. Example : Benchmarking Job Requirements

19. Example : Benchmarking Customer Expectations RELATIVE DISTANCE FROM AVG IMP. AVG PERF ICICI BANK HDFC BANK Citibank HIGH IMPORTANCE - LOW PERFORMANCE Phone Banking -PBO Competence 5.25 51 -12 11 1 Phone Banking - Call transfer and hold experience 5.20 21 -26 15 11 Servicing - Time of receiving the statement 5.18 60 -14 2 11 Phone Banking -PBO Impression 5.15 63 -8 9 -1 Phone Banking- Time taken to connect to PBO 5.13 23 -22 11 11 Servicing - Product related features 5.10 48 -6 -4 11 Servicing – Special Request 5.08 35 -15 9 6 HIGH IMPORTANCE - HIGH PERFORMANCE Servicing-Accuracy and Ease of understanding the statement 5.26 71 -10 2 8 Internet Banking – Access & Browsing 5.07 69 7 7 -14

21. Example of Individual Attitudinal Capability System orientation, customer service, accountability are areas of concern

22. Example of Organizational Attitudinal Capability Change orientation & management style more worrisome

28. COMPTENCY DEVELOPMENT Himanshu Kapil- Global InnovSource Role Identified competencies Assessment result Areas of improvement Action plan

31. INTEGRATION OF HR SYSTEMS (Competency based HR practices) Reward System Performance Management System Recruitment & Selections Career Plan & Career Development Competency requirement Competency availability Competency acquisition/ Development Succession plans & Succession Development Training /development Plans & Programmes