Associate

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction:

Internal

Team Leaders

Performance review

HR

Hiring and employee engagement and retention

Training Team

Capability development

Technical Lead

Training, issue escalation/ resolution

External

Client

Query Resolution

Competencies required:

• Functional Competencies/ Skill

• Process Knowledge – Knowledge of assigned process, tools and systems – Foundation to Competent

Competency level:

Foundation

Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance

Competent

Consistently demonstrates the full range of competency without guidance. Extends the competency to difficult and unknown situations as well

Expert

Applies the competency in all situations and is serves as a guide toothers as well

Master

Coach’s others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization

• Behavioral Competencies

• Collaborative working

• Problem solving and decision making

• Attention to Detail

• Execution Excellence

• Client (Internal) Centricity

• Effective Communication

• Deliver:

No.

Performance Parameter

Measure

1

Process

No. of cases/ calls handled per day, compliance to process and quality standards, meeting process level SLAs, Customer feedback/satisfaction

2

Self- Management

Productivity, efficiency, absenteeism, Training Hours, no of technical training completed

Experience:

• Education: Bachelor’s degree

• Past experience: US Health and Welfare domain