Sl No Competency Definition Behavioural Indicators

creates opportunities for customers to clarify and prioritize business expectations

enlists the agreement and support of customers before moving forward with key decisions
Assists business partners , customers follows up with customers to make certain they are satisfied and ask whether further assistance is
and team to achieve their work goals necessary
1 Customer Orientation via application of skills and knowledge; actively listens to customers and involves them in all stages of planning
strives to provide consistent customer views situations from the perspective of the customer
satisfaction. talks easily with customers about their need
discusses options with customer for alternate ways to meet expectations efficiently and cost-
effectively, etc.
Leverages working relationships with customers and colleagues to build strong connections,
cooperation, and collaboration.
Actively seeks perspectives from others to ensure inclusiveness and understanding.
Uses interpersonal communication that invites participation and future dialogue.
Encourages feedback and uses it as a factor when considering personal and or organizational
changes.
Tailors and delivers high-level presentations to diverse audiences using a variety of communication
Shares,receives, interpret, present delivery methods (e.g., written, electronic, oral, interpersonal).
information using clear oral, written, Creates impactful written communication; improves others writing through editing and feedback
2 Communication
and interpersonal communication skills process.
to attain the Organizarional results Facilitates management of differences by addressing them openly and encouraging mutually
beneficial resolutions.
Uses effective communication techniques such as active listening and feedback to clarify
project/task and goals.
Communicates information effectively with other members of the organization to ensure effective
progress of project plans.
Uses appropriate conflict resolution techniques when necessary.
Demonstrates emotional control and professionalism when interacting with others
Uses benchmarking and reviewing best practices to set and meet targets.
Takes initiative and evaluates trends to improve efficiency and effectiveness resulting in high quality
performance in self/team and in the organization.
Maintains a sense of urgency to complete high-priority actions and meets commitments.
Demonstrates the ability to analyze Displays resiliency and takes proactive measures to make improvements.
situations or problems, make timely and Leverages personal and organizational resources to creatively develop solutions, overcome
3 Result Orientation
sound decisions, construct plans and obstacles, resolve conflicts among team to achieve high quality outcomes
achieve optimal results. Analyze issues systematically by planning, prioritizing, and organizing work while anticipating and
adjusting to changes.

Develops and implements work plans with actionable components and measurable outcomes.
Takes appropriate risks by gathering and using input and data to achieve optimal results.

4 Innovation
5 Quality
6 Developing People
7 Delegation
Analytical Capacity
8 (Part of strategic
Thinking)
Uses personal knowledge and Uses creative techniques and skills to design and develop options that improve the operations.
professional experience to envision the Able to envision the impact of possible future changes and suggest new methodologies to handle
future, anticipate change, capitalize on the changes.
opportunities and develop further Works to develop new approaches when problem-solving; seeking ideas or suggestions from others
options that further the operational as appropriate.
efficiency. Suggests the EMT on new ways to improve the quality of products or services.
Identifies new ideas, solutions, or directions in dealing with daily situations.
Specifications will be made clear at the time of assigning the job
Provides accurate, error free, thorough, Looks into micro level detailing of the assigned job against the specification
professional work regularly and Checks for the results against the specification drawn before reporting
consistently. Ensures the delivery of Displays a high level of excellence in conformance to requirements
high quality results. Results are consistently without error.
Establishes methodology for measuring outcomes; communicates results.
Ability to guide, direct others to take
responsibility of one's actions & Encourages staff to go on training courses that are relevant to the business or an agreed part of the
those of the team. employee development
Creates an environment where people
are motivated to achieve LAPP
Provides mentoring and coaching in the frame work of the coaching and mentoring policy
objectives and enhance their own
performance. Implements the systems
and strategies to develop people and Regularly reviews and plans for employee development
identifies opportunities to increase
organisational capability and capacity
through people Helps employee to develop within the role by doing regular role review and skill reviews
Assignments are delegated to the appropriate person (i.e., are consistent with the person's job) and
that individual is capable of performing them successfully.
Individualizes delegation to meet the needs and abilities of the individual.
Effectively allocates responsibilities Encourages others to set own deadlines within time constraints of assignment and holds them
to the team members. Utilizes direct accountable for meeting the deadline.
reports effectively by allocating decision- Asks employee for his/her plan to address issue to be delegated, allowing person to create and
making and other responsibilities to the "own" the solution.
appropriate person. Manages risks by making contingency plans with employee.
Clearly communicates expectations or boundaries.
Provides the necessary guidance and resources when assigning work.
Assigned accountabilities are clear end results, not simply tasks to complete.
Identifies the information needed to solve a problem effectively.
Thinks of several possible explanations or alternatives for a situation.
Anticipates the consequences of situations.
Gets input from internal/external contacts who are closest to the problem.
Analyses problems skilfully; uses
Presents problem analysis and recommended solution to others rather than just identifying or
logic and good judgement to reach
describing the problem itself.
solutions
Acknowledges when one doesn't know something and takes steps to find out.
Anticipates potential obstacles and develops contingency plans to overcome them.
Considers the organizations priorities when making decisions or analyzing the costs and benefits of
various alternative solutions.

Adapts to changed circumstances
easily. Degree of responsibility
shown, is steadfast
Facilitates the orderly implementation
and timely acceptance of workplace
9 Change Management
innovations and improvements by
planning and overseeing the execution
of structured transition processes and
clearly communicating transition goals
and strategies.
communicating goals and strategies to appropriate stake holders and involving them in the changes.
Ensures that employees have the skills and abilities needed to accomplish change objectives.
Uses business operations performance measurement and other data to identify opportunities for,
and measure the progress of, process improvement changes.
Establishes effective structures and processes for planning and managing the orderly
implementation of change
Demonstrates support for change goals and strategies to facilitate the implementation and
acceptance of change within the workplace.
Guides employees through fundamental change, recognizing the scope of transition problems and
the impact of change on others.

Show respect and value for the skills, experiences, creativity, and contributions of team members..

Embrace diversity. Listen to and acknowledge the feelings, concerns, opinions, and ideas of others.
Demonstrates collaborative efforts,
Inspirational / Share credit for good ideas with group members
10 share information with others to
Team Building Assist others in solving problems and achieving team goals.
achieve group goals & builds the Team
In a respectful manner, give and receive opinions and feedback from team members
Define problems and disagreements in a firm, but non-threatening manner
Support the efforts and final decisions the team even if not in total agreement.
Help in identify and achieve goals