Project Work – Competency

Mapping – CPCD Workshop

This document is my project work on Competency Mapping on

key roles of a Human Resource Outsourcing company. The
Competency Mapping framework will define the core, threshold
and differentiating competencies required to be demonstrated by
employees in the certain defined roles performing key functions.
This project work is not pertaining to any particular company.
The roles, job descriptions and competencies defined are generic
and do not confine to any particular company, although they can
reflect a typical HRO organization. However the competency
framework can be deployed for the defined roles if found
relevant by any organization.
 Project Name: Competency Framework for demonstrating the most effective and
desired performance in the organization.

Name of the Organization: HRO Services Pvt. Ltd.

Project By: Reshmi Ghosh

Nature of Business: Retirement Benefits Administration for International

Company

Verticals Identified: Operations

Nature of Function: Daily Administrative work for various retirement & health
benefits schemes for various International clients based in USA, Australia &
United Kingdom

Roles Selected for defining the competencies:

Analyst
Senior Analyst
Team Developer
Team Leader

CONTENT TABLE:

S. # Topic Page #
1 Competency Mapping for Analyst – Operations 5
 Functional Knowledge Grid 6
 Functional Skills Grid 6
 Behavioral Grid 6
 Competency Framework 7
2 Competency Mapping for Senior Analyst – Operations 9
 Functional Knowledge Grid 10
 Functional Skills Grid 10
 Behavioral Grid 10

Page 2
  Competency Framework 11
3 Competency Mapping for Team Developer – Operations 13
 Functional Knowledge Grid 14
 Functional Skills Grid 14
 Behavioral Grid 14
 Competency Framework 15
4 Competency Mapping for Team Leader – Operations 18
 Functional Knowledge Grid 18
 Functional Skills Grid 18
 Behavioral Grid 18
 Competency Framework 19

Page 3
 VALUE ADDED CAPABILITY GROWTH IN INDIA – Below is a graphical representation
of the growth of BPO industry from a low end job outsourced to innovative and strategic work
handled in India. Each block explains how the business process outsourcing model has been
structured. Almost a decade ago, BPO started off with off-shoring of basic
administrative/transactional work. Over the years, by showcasing first cost effectiveness and
then capability enhancements, each subsequent block has been added. Each block represents the
path on which any outsourced business in India can aspire to grow)
Value Proposition
Competency Building

Project Management
Strategic Planning
Business Strategy through Advanced Analytics
Strategic & Innovation Critical Thinking Skills
Business / Market / Industry

Strong Communication & Ana

Performance & EffectivenessPerformance Enhancement & Capacity Utilization
Business Acumen
Customer Focus

Transactional /Basic Administrative Work

Cost Efficiency Basic Communication S
Analytical Skills

BPO Industry Evolution from Early 1990s to Current

In order to upgrade into the next subsequent block, organizations over the years have invested
in understanding, establishing and building competencies and capabilities for its human
capital.

Page 4
Role 1: Analyst – Operations - India

The Competency Framework currently focuses on understanding, establishing and building

required skills & knowledge for all employees in the Operations function. This function
straddles Administrative Support Roles executed in the very first phase of Outsourcing. This
function is crucial as performance excellence, cost effectiveness and efficiency of Operations
directly impact the organization’s total revenue, which, in turn, can play a pivotal role as a
catalyst in churning more business for the company.

The company is a captive unit and had started its operations two years back. It is emerging as a
highly cost effective wing with clear vision of becoming a market leader in Human Capital
Management across the globe.

Analyst –Operations in HRO Intl. is part of Operations function and is the first level in the
organization. Since Operations bear a direct and impactful influence on the company’s current
and future revenue generation, it is paramount that the performance bar of each level in this
function is met by individuals.

Key Job Elements of an Analyst:

a. Understand the process properly

b. Meet daily SLA deliverables for self and for the team to process jobs sent by
onshore teams
c. Meet the accuracy level of 95% established for each job processed
d. Raise queries appropriately and accurately within the team and to the onshore
team as and when necessary
e. Follow the Core Values of the organization
f. Work within the Compliance framework of the organization

Page 5
Knowledge, Skills & Behavior Grid

Role Functional Functional Skills Behavioral

Knowledge Skills( Traits)
Understanding Communicating Adaptability
Outsourcing Model Effectively
Market Building rapport Scheduling
Understanding of
Analyst HRO business
Technical Skills Team Cohesiveness
Understanding and Pressure Bearing
imbibing Core
Values

HRO Intl’s Core Values:

 Integrity
 Personal Excellence
 Unity in Diversity
 Personal Accountability
 Good Samaritan

Page 6
 Competency Map for Analyst

Functional Knowledge

Functional Developing Established Expert

Knowledge
Understanding Is a fresher, hence Has already been exposed to Has good understanding
Outsourcing doesn’t know anything the model either by work of the model.
Model about this model. experience or by self study
Market Has only heard the term Knows the meaning of the Understands the line of
Understanding HRO term business and the kind of
of HRO work that HRO caters to
business
Functional Skills

Functional Skills Developing Established Expert

Communicating  Listens carefully Expresses self clearly  Effectively offers
Effectively and asks appropriate constructive comments
questions to gain and within the team and to
confirm understanding the onshore clients to
 resolve any query.

Building rapport Needs assistance from Independently builds Builds trust within the
others to build rapport. rapport within the team team.
and clients Understands clients’
ascent and is able to
comprehend and
converse accurately
Technical Skills Has limited exposure of Knows basics of MS Has the ability to create
working on MS Applications simple process related
Applications MIS using MS
Applications
Understanding and Understands the Links each behavior / Understands,
imbibing Core Values meaning of each value activity to the core demonstrates and
value and demonstrates influences others
each of the core value around to imbibe the
core values.

Page 7
 Competency Map for Analyst

Behavioral Traits

Behavioral Traits Developing Established Expert

Adaptability  Accepts challenges Always accepts Pre-empts changing
but with unwillingness. challenges and environment and
 Takes time to willingly extends accordingly offers
acclimatize with new
assistance whenever assistance to work on
environment.
asked. the challenges.

Scheduling Creates Task list with Creates daily Task list Plans priorities and
the assistance. and sticks to it to meetdelivers accordingly.
deliverables. Assists his peers to
meet team’s timelines.
Team Cohesiveness Likes to work in Easily interacts with Easily interacts with
isolation likeminded people in the everyone in the team
team. and independently
handles any conflict
Pressure Bearing Commits negligent With appropriate Manages work
errors in work pressure. guidance, demonstrates independently in high
Needs to be told how to absolutely error free pressure environment.
prioritize, plan and performance under
manage work in high pressure.
pressure environment

Page 8
Role 2: Senior Analyst – Operations - India

Senior Analyst –Operations in HRO Intl. is the second level in the organization. He is over a
year tenured and has gain adequate experience on the specific process. He has consistently
demonstrated the expected competencies over the last year.

As a Senior Analyst, he has to now deal with more complex issues pertaining to the process and
bring value to the process through implementing cost, time and accuracy effective ideas.

Key Job Elements of a Senior Analyst:

a. Process:
i. Thorough understanding of the process and its all sub processes
ii. Thorough understanding of exceptional cases in the processes
iii. Create innovative ideas to increase process efficiency
b. People:
i. Assist team leader to build trust and teamwork within the team
ii. Gain colleagues’ trust independently
iii. Demonstrate, imbibe and influence organization’s core values
c. Business:
i. Reduce unnecessary costs to the company by optimal utilization of
available resources.
d. Clients
i. Build rapport with the client with ease and expertise

Page 9
Knowledge, Skills & Behavior Grid

Role Functional Functional Skills Behavioral Skills

Knowledge ( Traits)
Market Building client Planning
Understanding of relationship
HRO business
Understanding of Understanding of Tenacity
Senior Analyst Quality Work MS Tools
Understanding of Communicating Flexibility
Operations as a Effectively
function
Self Confident

Page 10
 Competency Map for Senior Analyst

Functional Knowledge

Functional Developing Established Expert

Knowledge
Market Understands the line of Knows the related work and Has complete
Understanding business and the kind of processes transitioned and understanding of HRO
of HRO work that HRO caters to executed by offshore teams business. Capable of
business in this line of business. explaining the entire
model to new hires in the
team.
Understanding Realizes when commits Understands the causes Understands the causes
of Quality errors behind the errors committed and the impact the errors
Work can have on the process

Functional Skills

Functional Developing Established Expert

Skills
Building client  Uses right verbal and non  Has cultural Uses cultural
relationship verbal cues to express sensitivity and uses that sensitivity to mould
understanding of clients’ to his advantage to meet small talks with clients
immediate requirements over deliverables
to build rapport
conference calls 
Meets client deadlines
consistently to
demonstrate
professionalism.

Understanding Has the ability to create simple Knows and applies MS Knows and applies MS
of MS Tools process related MIS using MS Tools to create simple Tools to create simple

Page 11
 Applications tools to improve process tools to improve process
efficiency and efficiency and
effectiveness. effectiveness.

Communicating Communicates clearly, Communicates with Communicates with

Effectively concisely and convincingly appropriate assertiveness impact that has positive
with team and clients during in all interactions (with influence on colleagues,
various channels of team, clients and seniors) clients and others in the
interactions. without raising any department.
conflict.

Competency Map for Senior Analyst

Behavioral Traits

Behavioral Traits Developing Established Expert

Planning  Manages time for Manages time Manages time not only
processing daily simple effectively to to complete one’s
tasks. accommodate any deliverables but also
urgent and critical assists in meeting
client requirement. team’s deliverables.

Tenacity Always completes work Accommodates and Accommodates and

as per the schedule completes urgent work completes urgent work
with a positive attitudein the team with a
positive attitude
Flexibility Interacts only with Adapts himself with Plays major catalyst in
likeminded people. any change with respect binding the team
Shows resistance to to work and individuals together.
come out comfort zone. in the team. Take initiatives in
Is amicable with organizing activities to
everyone in the team. strengthen team-
cohesiveness.
Self Confident Exhibits ability to Resolves conflicts at Demonstrates high
approach problems work and within the personal success and
independently team independently exudes positive self
with great ease. esteem to others in the

Page 12
 team

Role 3: Team Developer – Operations - India

Team Developer –Operations in HRO Intl. is the third level in the organization. He is three
years tenured in the organization and has gained absolute understanding of not only the
specific process but also the end to end knowledge of all processes of the specific function. He has
now to take responsibility of coaching and managing the team from time to time. He has
consistently demonstrated the process and behavior excellence over the last three years.

As a Team Developer, he has to mentor, coach and train new hires and motivate the team to
achieve the set expectations. He has to also manage team’s and individuals expectations in
absence of the team leader. He has to respond to Senior Management’s various MIS reporting
as and when it is asked for.

Team Developer position is given to those within the same team.

Key Job Elements of a Senior Analyst:

a. Process:
i. End-End process knowledge
ii. Process Excellence by applying various Kaizen and Quality tools to
improve efficiency and accuracy
Page 13
 iii. Has process efficiency for all processes in the function
b. People:
i. Coach and train new hires
ii. Manage and mentor team members to manage expectations and deliver
results.
c. Business:
i. Report various MIS regarding people, process and business to Senior
Management as and when required
ii. Develop plan for more process transition from onshore teams
iii. Accomplish cross utilization of more than 5 processes
d. Clients
i. Initiate independent interactions with clients to resolve difficult queries
ii. Initiate independent dialogue with clients to work on remote transition as
per the transition project plan

Knowledge, Skills & Behavior Grid

Role Functional Functional Skills Behavioral Skills

Knowledge ( Traits)
Full understanding Client Management Assertive
of all processes in
the function
Process expertise in Project Adaptable
at least 2 processes Management Skills
(Basic)
Cross Trained in all Problem Solving Commitment
Team Developer critical processes in Skills
the function
Understanding of Communicating Planning &
Quality Tools with impact Organizing

Knowledge of
Operations as a
function

Page 14
 Competency Map for Team Developer

Functional Knowledge

Functional Developing Established Expert

Knowledge
Full Has an overview of all Knows the linkages between Works on the processes
understanding processes all the processes with minimum
of all processes supervision
in the function
Process Has full understanding Independently handles Has the expertise to peer
expertise in 2 of 2 processes complex issues arising in 2 review work done by
processes processes others in 2 processes and
thereby ensure minimum
errors in the work
Cross Trained Has an overview of all Processes simple jobs/ Independently handles
in all critical processes activities in the entire cross highly complex issues
processes in the trained processes. arising in the cross
function Acquires medium trained processes.

Page 15
 proficiency level in critical Acquires high
processes proficiency level in all
critical processes.
Understanding Understands simple Uses simple Kaizen ideas to Uses Kaizen improve
of Quality quality tools improve quality of work process efficiency
Tools
Knowledge of Explains various tenets Understands the key Links the process
Operations as a of operations as a performance areas for the efficiency and
function function function. productivity to key
performance areas

Competency Map for Team Developer

Functional Skills

Functional Developing Established Expert

Skills
Client Requires team leader’s Independently Pre-empts clients’
Management interventions to understand understands and preempts questions and offers
clients’ requirements client questions to meet innovative solutions in
deadlines advance.
Project  Accepts full responsibility  Independently Co-ordinates and
Management and delivers results on time understands and delivers prepares project status
Skills (Basic) innovative solutions for reports for mini projects
the mini projects
Problem Solving Breaks the problems down and Understands, Anticipates the
Skills uses right resources to analyze comprehends and resolves problems and takes

Page 16
 the issue. simple process related precautionary measures
issues independently to solve them

Communicating Occasionally negotiates and Requires team leaders Is able to negotiate

with impact influences only colleagues and interventions at times to positively to meet
peers negotiate various matters internal & external
with clients and deadline.
colleagues

Competency Map for Team Developer

Behavioral Traits

Behavioral Traits Developing Established Expert

Assertive  Asserts occasionally Asserts appropriately Achieves personal
with team members and excellence by bringing
clients to drive results every member to a
common consensus to
provide innovative
solutions to various

Page 17
 situations

Adaptable Requires coaching to Fully understands the Not only independently

understand and adapt nuances of dynamics of adapts various styles to
ways to deal with any various situations and handle situations,
changing situation independently adapts coaches and assists
ways to handle various colleagues to adapt
situations various changing
situations
Commitment Understands the Takes independent Puts in necessary effort
urgency of work when decision to commit to not only meet
explained timelines for urgent individual timelines but
work. also team’s deliverables.
Planning & Knows to differentiate Plans, organizes and Prioritizes work and
Organizing between urgent and allocates time deliverables at the time
important tasks and appropriately to meet of any crisis and
activities individual and team’s allocates work among
goals and tasks the team to meet all
stringent timelines.
Delivers every given
responsibility on time.

Role 4: Team Leader– Operations - India

Team Leader –Operations in HRO Intl. is the first level to the middle management and is a
managerial role. A team leader has to be at least four years tenured with good understanding
and process and functional governance. He has demonstrated leadership capabilities in
managing team and process crisis, dealt with team and clients’ conflicts and issues with a sense
of providing innovative solutions. He has the capability to mitigate issues efficiently, effectively
and effortlessly.

Page 18
Key Job Elements of a Team Leader:

a. Process:
i. End-End functional knowledge
ii. Is Green Belt Certified and exhibited great process excellence
iii. Brings value to the organization by providing innovative ideas of
streamlining and synergizing processes for better execution and higher
team proficiency
b. People:
i. Talent Management
ii. Avoid voluntary attrition
iii. High employee satisfaction scores
c. Business:
i. Synergize processes to meet business contingency
ii. Cultivate opportunities for high quality and quantity work for the
organization
d. Clients
i. Pre-emptive measures and solutions to meet clients requirements
ii. High Customer satisfaction scores

Knowledge, Skills & Behavior Grid

Role Functional Functional Skills Behavioral Skills

Knowledge ( Traits)
Team Leader Process expertise Strategic Orientation Self -Awareness
Understanding of Collaborative skills Self-confidence
Quality Tools
Project Communicating with Emotionally
Management Intelligent

Page 19
 impact and influence

Client Management Analytical Skills

Decision Making
skills

Competency Map for Team Leader

Functional Knowledge

Functional Developing Established Expert

Knowledge
Process Has full understanding Reviews the current process Reviews processes from

Page 20
expertise of all processes in the only with the objective of all perspectives to see the
department bringing process efficiency ‘bigger picture’
Understanding Understands Quality Uses Kaizen ideas to Is Green Belt Certified
of Quality tools like Kaizen and Six improve process efficiency and uses Six Sigma
Tools Sigma methodology to improve
process efficiency
Project  Understands various  Independently Is PMP certified and
Management phases of PM and understands and delivers juggles multiple projects
handles mini projects innovative solutions for the with ease.
independently some portions of key project
deliverables.
Client  Is Customer focused. Builds effective and long Influences clients
Management  Understands and term alliances with clients positively to objectively
meets clients’ that adds value to the look into a new line of
expectations
organization work

Competency Map for Team Leader

Functional Skills

Functional Developing Established Expert

Page 21
Skills
Strategic  Is able to analyze and  Develops and  Develops and
Orientation comprehend operational as well establishes broad level establishes a course of
as organizational goals and long term objectives that action to add value to
strategies developed by others can impact the process, business, process and
business and people. people in accordance
with organizational
goals and objectives.
Collaborative Inspires and motivates team to Inspires, motivates and Synergizes diverse
skills meet and excel expectations recognizes efforts and capabilities, thoughts
results in the team and views with an
Persuades, convinces and approach of WIN-WIN
influences others in order for every problem
to achieve understanding
and reach a mutual
agreement
Communicating Articulates verbal and written Communicates messages Uses right
with impact and messages appropriately to meet that captures everybody’s communication
influence all expectations interest and gains support technique to develop
and maintain critical
relationships that can
contribute to the overall
achievement of
departmental goals
Analytical Skills Analyzes the situation to Thinks through every Effectively and
provide only short term problem to develop a effortlessly provides
solutions. solution that meets short innovative solutions for
term and long term team any problem arising in
goals the team to meet short
and long term
departmental goals
Decision Uses necessary information to Recognizes conflicting Knows when and how
Making make certain decisions that can situations and uses to delegate
impact team’s goals and necessary information to responsibility and
performance take appropriate action. authority without
compromising on
individual and team’s
time, effort and energy

Page 22
 Competency Map for Team Leader

Behavioral Traits

Behavioral Traits Developing Established Expert

Self -Awareness  Is aware of personal  Leverages strengths  Based on 360°
strengths, opportunities to develop and maintain feedback, continuously
and limitations critical relationship to takes proactive
meet team and measures to mould and
individual goals. improve
Self-confidence Acknowledges personal Expresses disagreement Based on personal
accountability for tactfully by stating own conviction, takes
outcomes of decisions views clearly in a initiative forward
made conflicting situation despite complex
challenges
Emotionally Intelligent Inspires and influences Connects with diverse Understands the
likeminded people minded people strengths and
weaknesses of people
and adapts varied style
for interacting and
connecting with them
to meet goals and
objectives

Page 23