ORGANIZATION SKILL REQUIREMENT. I. Behavioral Skill Set

Transcription

1 ORGANIZATION SKILL REQUIREMENT Rev 0 I. Behavioral Skill Set Organization Behavioral skill is defined across various positions as a three tier requirement and is generic to all functions. Employee shall graduate with migration from Tier I to Tier III level proportionate to growth in hierarchy of the organization. Category/Tier Administration Familiar (Beginner/ Novice) Tier-I Working Knowledge Tier-II Expert Knowledge Tier-III MASS MAS Officer Technical JTSS MTSS MTS JD Tier I Tier II Tier III Tier I Tier I Tier II Tier III Attitude Adaptability Continual Learning Initiative pro-activity Social Skills Achievement & Motivation Accountability Creativity Integrity/Honesty Partnering Flexibility Team Work Problem Solving Interpersonal Skill Networking Self management Customer service Oral & written communication Customer handling tele skill Conceptual Thinking Impact, Influence & Negotiating Judgement Decision Making Resilience External Awareness Goal Setting Leadership Planning & Time Management Controlled Copy Do not Duplicate Page 1/13

2 Legend: MASS - Member Administrative Support Staff MAS - Member Administrative Staff JTSS - Junior Technical Support Staff MTSS - Member Technical Support Staff MTS - Member Technical Staff JD - Joint Director QMS - Quality management System EDP - Electronic Data Processing (B) - Basic Controlled Copy Do not Duplicate Page 2/13

3 Brief on each behavioral skill Attitude: A key motivator to drive performance and behavior Describes values that were learnt and how they support work ethics Discipline to follow spirit & letter of law Differentiates the fine line between arrogance and self confidence Adaptability: Maintaining effectiveness in varying environments and with different tasks, responsibilities and people. Continual Learning: Grasps the essence of new information Masters new technical & business knowledge Recognizes own strength and weaknesses Pursues self development Seeks feedback from others and opportunities to master new knowledge. Initiative & Pro-activity Take independent action or proactively create opportunities to resolve or prevent problems in keeping with role. Persists and tries more than once to overcome obstacles. Social Skills Starts and holds a conversation Asks for favor and offers help Giving and accepting compliments Apologizing and sharing Controlled Copy Do not Duplicate Page 3/13

4 Achievement & Motivation: Concern for excellence, competing against a standard of excellence. Understands what it takes and puts forth the effort to do the job well. Creates and sustains an organizational culture which encourages others to provide the quality of service essential for high performance. Influences others toward a spirit of service and meaningful contributions to mission accomplishment. Accountability: Assures that effective controls are developed and maintained to ensure the integrity of the organization. Holds self and others accountable for rules and responsibilities. Creativity: Develops new insights into situations and applies innovative solutions to make organizational improvements. Integrity/Honesty Instills mutual trust and confidence Creates a culture that fosters high standards of ethics Behaves in a fair and ethical manner toward others Demonstrates a sense of corporate responsibility and commitment to public service Partnering: Develops networks and builds alliances, engages in cross functional activities Utilizes contacts to build and strengthen internal support bases Flexibility: Is open to change and new information, adapts behavior and work methods in response to new information, changing conditions and unexpected obstacles Controlled Copy Do not Duplicate Page 4/13

5 Team Work: Working efficiently with team/work group to accomplish organizational goals Cooperates by participating with others in doing own share of work Keeps others informed of relevant or useful information Encourages group members to contribute Values and solicits ideas and opinions from others Brings team conflict out into the open and facilitates a beneficial resolution Problem Solving / Judgement: Analyze problems systematically, organize information, identify key factors & underlying causes and generate solutions. Sees basic relationships including cause and effect relationships, anticipates obstacles, prioritize important facts, conducts analyzes to identify productive solutions Interpersonal Skills: Considers and responds appropriately to the needs, feelings and capabilities of different people in different situations; is compassionate and sensitive and treats others with respect Networking: Build or maintain ethical relationships or networks with people who are useful in achieving work related goals. Frequently initiates contact and makes effort to build rapport with coworkers or client Self management: Specify clear cut goal to accomplish and when it will be done Make commitment public and record your hit rate Get rid of distractions Add penalty for failure if need to Specify product to produce and monitor time Controlled Copy Do not Duplicate Page 5/13

6 Customer Service: Proactively developing customer relationships by making efforts to listen to and understand the customer (both internal & external), anticipating and providing solutions to customer needs, giving priority to customer satisfaction. Oral & written communication: Makes clear and convincing oral and written presentations to individuals or groups, listens effectively and clarifies information as needed, facilities an open exchange of ideas and fosters an atmosphere of open communication Customer handling tele skills: Handling customers politely and patiently during tele conversation Answering crisply and to the point Conceptual thinking: Ability to identify patterns or connections between situations that are not obviously related and to identify key or underlying issues in complex situation. It includes using creative, conceptual or inductive reasoning. Sees patterns between current and past situations; point out pattern trends or missing information to others Integrates small pieces of information to make sense of them Impact, Influence & Negotiating: Ability to anticipate and respond to the needs and concerns of others. Develops and maintains a planned network if relationships in order to influence, assembles support with colleagues in private for ideas, gathers information and solves problems before making decisions public. Demonstrates sensitivity in detecting underlying concerns, interest of others and uses to develop effective responses; looks for win-win opportunities with others Decision Making: Timing of a decision without all information that is needed and handling the situation Identifying the obstacle and being quick in coming to a decision Reason to arrive at a decision anticipating the result Controlled Copy Do not Duplicate Page 6/13

7 Resilience: Deals effectively with pressure, maintains focus and intensity and remains optimistic and persistent, even under adversity, effectively balances personal life and work Learns and mitigates the onset of intensity of anger External awareness: Identifies and keeps up to date on key national and international policies and economics, political and social trends that affect the organization Understands near term and long range plans and determines how best to be positioned to achieve a competitive business advantage in a global economy Goal Setting: Setting important goal being aware how to reach it Steps to reach with identification of obstacles and overcoming the same Identification of goals not reached and feeling positive on the issues encountered Leadership: Uses formal authority and power in a fair manner, promotes team effectiveness and preserves the reputation of the organization Manages meetings, sets agenda and objectives, controls time, gives assignments Communicates a compelling vision Planning & Time Management: Ability to plan and organize resources to deliver required objective in a defined situation Understands enough to independently handle the task Prioritize projects and tasks with proper scheduling /time with action plan Controlled Copy Do not Duplicate Page 7/13

8 II. Managerial Skill Set Managerial Skills are defined for Senior Level functions as applicable to the organization departmental area of activity Sl. No. Skills Administration Accounts Policy & Regulatory 1 Knowledge Organisation System & Financial System STP, EHTP Hierarchy, Scheme, Interpretation of EXIM Policy Administrative rules & associated regulations Communication HSDC products & Services, Technology QMS & EDP ISO 9000:2000, organization functions and processes, Software/Hardware, LAN maintenance 2 Financial understanding NA P&L, Cash Flow, Variable/Fixed costs, Capital/ Revenue etc Business projections in the proposals Tariff, operational cost, Project cost estimation & budgeting NA 3 Business writing Letters, Contracts Letters Letters, Approvals, Confirmations Quotations, Proposals, Contracts Letters, Documentation 4 Negotiating Strategy/Techniques Suppliers, Employees Contracts, Billing NA Closure of offers/deals and agreements with customers Hardware/Software purchases 5 Managing Relationship Internal Suppliers, agencies Groups, external Internal Groups, Suppliers, customers Member units, Internal groups, other Governmental agencies Customer, Internal Groups, Suppliers, other service providers External & Internal Controlled Copy Do not Duplicate Page 8/13

9 6 External Awareness Supplier capability Taxation and Banking Industry segment, state level economics Competitor, Technology Supplier, Latest update in Software/Hardware, Quality System revisions 7 Planning Reporting & Monitoring Personnel & Purchase Financial Statement Member unit performance HSDC customers, projects, operations and team performance Anchor meetings, Management Reviews & reporting, Audit reports 8 Project Management Civil construction & interiors Project funding NA Planning, developing, organizing, risk identification, execution and control LAN/WAN implementation Controlled Copy Do not Duplicate Page 9/13

10 III. Technical Skill Sets Organization functional level technical skill are detailed as applicable to area of activity. Beginner level employee is expected to possess few basic skill out of the listed skill set. Working knowledge level employee is to have all defined skills. Expert level (or) Managerial level employee shall possess all skill set defined for all functions in the department A. Administration (i) Human Resource Uses computer systems to process information (B) Uses performance assessment tools Acquires/ evaluates information Interprets/Communicates information (B) Manages Human Resource (B) Imparts staff training Demonstrates interview skills Works with diversity (ii) General Administration Uses computer systems to generate reports & release of purchase orders. (B) Evaluation of Vendors and negotiation skills Arithmetic processes - bill certification (B) Hospitality in guest handling Inventory management Co-ordination skills (B) Understanding of Commercial terms. Controlled Copy Do not Duplicate Page 10/13

11 B. Accounts (i) Sales & Purchase Accounts Rev 0 Uses computer with knowledge of Accounting packages (B) Arithmetic process debtors and creditors Accounting principles & practices (B) Customer handling billing clarifications (B) Money Management (ii) Banking & General Accounts Uses computer with knowledge of Accounting packages (B) Mathematics processes Summarizes and records accounts information and financial statement Direct & Indirect taxes knowledge & interpretation Banking skills (B) Fixed Asset management C. Policy & Regulatory Group (i) [Business Development / Imports / Reporting & Monitoring / Export Certification] Uses computer with Ms Office skills for processing approvals/certification (B) IT Industry knowledge Customer communication effective listening and speaking skills Preparation of documents, accurate recording of information, summarization and reporting (B) EXIM policy interpretation and deployment, customs, excise, RBI regulations (B) Analytical skill for identification of problem and generating solution to customer complaints Software categorization for export certification Reasoning and decision making skill for monitoring the performance of member units Controlled Copy Do not Duplicate Page 11/13

12 D. Communication Division Skills applicable to all functions of Communication Division (i) Technology capability: Select appropriate technology Apply technology to task Splice new features and modify existing facilities Adherence to data link standards and test methodology (B) Identify symptoms, correct malfunctions and analyze failures (B) (ii) Customer Service ability: Gather and confirm customer needs. (B) Recommend and sell product /service meeting customer needs. (B) Resolve customer problem and improve service. (iii) Install, test and maintain equipment and facility: Ability to access information systems Install, maintain network and terminal equipment, facility equipment for radio satellite & fiber communication (B) Provide and maintain network paths for data and broad band services with necessary security Perform work safely (iv) Resource management: Acquisition and maintenance of supplies and equipment Safe and efficient manner of material usage (B) Monitoring, adjusting task sequence with time management Recognize job task and analyze work assignment Perform accurate documentation, complete paper work and routine record keeping (B) Provide and utilize interdepartmental support Controlled Copy Do not Duplicate Page 12/13

13 (v) Network Operation Capability IP address management (B) Network & Routing Protocols (B) UNIX, SUN Solaris Operating System LAN Maintenance E. QMS & EDP Good knowledge of ISO 9001:2000 standards and requirement. (B) Facilitate and writes quality procedures for the organization. Ability to support quality system audits reviews results and anchors Management Review Meetings. Good knowledge of data gathering and analysis techniques. Thorough knowledge of MS Office, Systems & database maintenance and management. LAN essentials (B) Uses computer for reporting and presentation (B) Ability to analyze problems systematically, organize information, identify key factors & underlying causes and generate solutions. Controlled Copy Do not Duplicate Page 13/13