| Introduction"High performing HR function | | | | success and have earned trust.B) Instill |
| affects bottom line nearly 10%"- A | | | | confidence in others.C) Demonstrate |
| surveyCompetencies have become integral part | | | | integrity.D) Ask important questions.E) Frame |
| of HR field. In the last 25+ years, the | | | | complex ideas in useful ways.F) Take |
| competency approach has emerged from being a | | | | appropriate risksG) Provide candid |
| specialized and narrow application to being a | | | | observations andH) Offer alternative |
| leading method for diagnosing, framing and | | | | perspectives on business issues.3) Knowledge |
| improving most aspects of Human Resource | | | | of best practices. The HR professional |
| Management. Changes to business practice have | | | | mustA) Be an effective verbal |
| forced HR professionals to adjust their role | | | | communicatorB) Work with management to send |
| and the contributions they make as well as to | | | | clear and consistent messages.C) Be an |
| obtain new skills and competencies to meet | | | | effective communicator in |
| these demands.In a survey conducted in USA | | | | writing.D) Facilitate organizational |
| the following were the observations: (Source | | | | restructuringE) Design programs that drive |
| Internet)1) HR professionals from | | | | changeF) Facilitate design of internal |
| high-performing companies are shifting their | | | | communication processesG) Attract the |
| focus from internal to external customers.2) | | | | appropriate talent to the |
| HR professionals are taking greater | | | | organizationH) Design compensation |
| responsibility for disseminating cultural | | | | SystemI) Facilitate dissemination of Customer |
| underpinning throughout their | | | | information.4) Ability of Manage Change. With |
| organizations.3) HR professionals are | | | | regards to Change, the HR professional |
| emerging as strategic partners who identify | | | | mustA) Establish trust in relationships with |
| problems, provide alternative insights and | | | | othersB) Be a visionary.C) Take a proactive |
| raise the standards "Intellectual rigor", for | | | | role in bringing about changeD) Build |
| business decision makingUnderstanding | | | | supportive relationships with |
| CompetenciesCompetencies are those behaviors | | | | othersE) Encourage others to be creative |
| or sets of behaviors that describe excellence | | | | andF) Identify problems critical to business |
| in performance within a particular work | | | | success.5) Ability to manage Culture. The |
| context. They can be useful in clarifying | | | | culture of any organization is an important |
| work standards and expectations, help focus | | | | aspect and hence HR professionals |
| appraisal and reward systems, and align | | | | mustA) Share knowledge with units/departments |
| individuals with the institutional or | | | | divisions throughout the |
| department mission. We have identified a | | | | organizationB) Champion culture |
| number of topical areas and competencies we | | | | transformationC) Translate the desired |
| believe to be the building blocks and | | | | culture into specific behaviorsD) Challenge |
| requisite skills needed to be successful as a | | | | the status quoE) Identify the culture |
| human resource professional. While | | | | required to foster the organizations business |
| specialists may be highly skilled in a | | | | strategies andF) Frame the culture in a way |
| relatively narrow field, generalists, by | | | | that excites employees.6) Implementation of |
| their very nature must have a broader base | | | | technology. Technology is increasingly used |
| from which to operate. They must have a wider | | | | as a delivery vehicle for HR services. HR |
| perspective on the issues and the workplace | | | | professionals need to be able to use HR |
| environment.A typical professional career | | | | Technology and web-based channels to deliver |
| pattern would see the development of the | | | | services to employees.7) HR & Delivery. This |
| novice into a fully skilled staff | | | | competency encompasses the HR activities that |
| practitioner within a career specialty or | | | | are traditionally associated with HR |
| family of specialties. Through maturity, | | | | function. There are six major factors within |
| experience and professional development, | | | | this domain- Staffing, development, |
| individuals would broaden their professional | | | | organizational structure, HR measurement, and |
| perspective and understanding of the human | | | | legal compliance and performance |
| resources profession. Due to the nature of | | | | management.HR Professionals in IndiaTo start |
| the range of demands placed upon HR | | | | with, let me illustrate one case, it is from |
| departments, smaller organizational units | | | | one Multi-National, IT company (Sorry, I am |
| tend to develop "generalists", while larger | | | | not suppose to mention the name of the |
| departments have the need and resources to | | | | company). In India they are having offices in |
| develop "specialists".Basic competencies | | | | two cities...Pune and Hyderabad. They are |
| required for any professional...to excel in | | | | having manpower of 2,750 (Approx); to manage |
| any professionJob Knowledge/Competency: | | | | this manpower they have a HR-Team of 28 |
| Demonstrates the knowledge and skills | | | | people (12 in Recruitment; 9 in HR-Operations |
| necessary to perform the job effectively. | | | | and 7 in employee relations). Now, look at |
| Understands the expectations of the job and | | | | these statistics:Attrition rate in the |
| remains current regarding new developments in | | | | above-mentioned company is as high as 32 % |
| areas of responsibility. Performs | | | | |
| responsibilities in accordance with job | | | | Every month they pay 300,000 - 500,000 INR |
| procedures and policies. Acts as a resource | | | | to recruitment vendors. |
| person upon whom others rely for | | | | |
| assistance.Quality/Quantity of Work: | | | | Every month they get 15-20 % salary related |
| Completes assignments in a thorough, | | | | queries (Attendance, Leaves etc) |
| accurate, and timely manner that achieves | | | | |
| expected outcomes. Exhibits concern for the | | | | HR people in most of the ITES-BPO companies |
| goals and needs of the department and others | | | | are busy only in recruitment, settling |
| that depend upon services and work products. | | | | full-and-finals and to some extent database |
| Handles multiple responsibilities in an | | | | management.Now look at this, as per a survey |
| effective manner. Uses work time | | | | done by, Virgin Management |
| productively.Planning/Organization: | | | | Consultants;A. 77-84 % HR professional don't |
| Establishes clear objectives and organizes | | | | know the business of companyB. More than 92% |
| duties for self, based on the goals of the | | | | HR professionals are novice to economic |
| department, division, or management center. | | | | reforms and economic growth of the |
| Identifies resources required to meet goals | | | | countryC. 69-76% HR professionals are even |
| and objectives. Seeks guidance when goals or | | | | aware of role and expectations of a HR.D. 86% |
| priorities are unclear.Initiative/Commitment: | | | | of HR Professionals are not aware of the |
| Demonstrates personal responsibility when | | | | business model of their organizationE. As |
| performing duties. Offers assistance to | | | | much as 89% HR professionals are not aware of |
| support the goals and objectives of the | | | | the effect of Financial Bills of their |
| department and division. Performs with | | | | salary.This is alarming.Now, also analyze |
| minimal supervision. Meets work schedule | | | | this, traditionally HR meant to |
| attendance expectations for the | | | | be...Recruitment, Training and development, |
| position.Problem Solving/Creativity: | | | | Compensation and Benefits, Performance |
| Identifies and analyzes problems. Formulates | | | | Management, Payroll, Behavioral Scientists, |
| alternative solutions. Takes or recommends | | | | Human Psychologist, Employee relations (in |
| appropriate actions. Follows up to ensure | | | | manufacturing sector we have Industrial |
| problems are resolved.Teamwork and | | | | Relations Expert, and Welfare officer), |
| Cooperation: Maintains harmonious and | | | | Employee related strategies and planning.In |
| effective work relationships with coworkers | | | | present scenario,Training and Development is |
| and constituents. Adapts to changing | | | | a separate department;Recruitment and payroll |
| priorities and demands. Shares information | | | | can be outsourced;Strategies and Planning is |
| and resources with others to promote positive | | | | a role of senior profilePeople are not |
| and collaborative work | | | | grown-up enough to understand human-behavior |
| relationships.Interpersonal Skills: Deals | | | | and hence they are not fit to be in |
| positively and effectively with coworkers and | | | | employee-relations.We have very few experts |
| constituents. Demonstrates respect for all | | | | as Compensation and Benefits Analyst and most |
| individuals.Communication (Oral and Written): | | | | of the time this activity can be |
| Effectively conveys information and ideas | | | | outsourced.Now, you list out what are the |
| both orally and in writing. Listens carefully | | | | activities that a HR Professional can do?My |
| and seeks clarification to ensure | | | | take:It is a well-known fact that most of the |
| understanding.Basic Competencies for a HR | | | | HR professionals are not good with numbers, |
| Professional...irrespective of his/her | | | | they are not experts in statistics or |
| designationRelationship Focused: | | | | taxation or economics; they are also not so |
| approachable; relates easily to diverse | | | | good in "Human behavior" or "Human |
| groups and individuals; builds and develops | | | | Psychology"...but most of them are too good |
| relationships.Customer Focused: focused on | | | | in "internal politics"...making an issue out |
| all aspects of service and product delivery; | | | | of nothing.1) HR professionals as a taxman. A |
| always knows the customer comes | | | | big portion in Direct Tax is |
| first.Organizational Skills: able to set | | | | "Salary"...components of salary...affect of |
| priorities; time and meeting management | | | | tax on each component. A HR Professional can |
| skills; able to delegate.Problem Solving: | | | | analyze this and restructure the "Salary |
| ability to weave through necessary channels | | | | Structure" of the company. This will also |
| to accomplish outcomes in complex settings; | | | | help in Compensation and benefits analysis. |
| understanding of processes and quality | | | | They can also take-up a role of "internal tax |
| improvement.Assessment of Talent: ability to | | | | advisor" to employees.2) HR Professional as a |
| judge and assess talent, recruit and select | | | | Strategist and a Policy-maker. To perform |
| staff appropriate to current and future | | | | this activity, they must have good knowledge |
| organizational needs; appreciation for and | | | | about business, industry, and best practices |
| emphasis on developing a diverse | | | | in the industry and best global |
| workforce.Integrity: forthright; direct; | | | | practices.3) HR Professional as a Coach, |
| widely trusted.Intelligence: ability to grasp | | | | mentor and guide. In order to take-up this |
| complex concepts and determine courses of | | | | role, HR professionals must be empathetic, |
| action.Energetic: action oriented; hard | | | | high on emotional quotient, expert in Human |
| working; likes challenges.Active Listening: | | | | Behavior and Human Psychology.4) HR |
| ability to absorb and translate others' | | | | Professional as a Business and Industry |
| statements into objective responses and | | | | expert. As mentioned above, here also they |
| actions; ability to give and receive feedback | | | | need to have good knowledge about the |
| in an appropriate manner.Composure and | | | | business and industry.ConclusionThese are |
| Professionalism: ability to maintain | | | | some of the activities that I feel can change |
| professional demeanor in difficult or | | | | a face of this profession...called "Human |
| stressful situations; patience with | | | | Resource Management". The path ahead is |
| customers; ability to diffuse anger and deal | | | | difficult to walk-on but it is not |
| with difficult | | | | challenging. I know there are many HR-Heads |
| | | | and VP-HR, working in ITES-BPO industry or |
| customers.Presentation Skills: ability to | | | | Service industry, drawing a salary as high as |
| present and convey information in a wide | | | | 60-75 lakh INR PA, but I doubt, if they can |
| variety of settings.Flexibility: ability to | | | | justify their salary with their work. As I |
| cope effectively with change and uncertainty; | | | | have mentioned in the beginning, for |
| ability to reprioritize quickly; ability to | | | | HR-Professionals to be a Strategic |
| maintain a balanced perspective and see all | | | | Partner...Delhi Abhi Door Hai.Looking forward |
| sides of an issue.Vision: ability to see the | | | | to your comments and Feedback.RegardsAbout |
| 'big picture' within the industry, the | | | | Author: |
| organization and the function now, and in the | | | | |
| future; ability to translate a future state | | | | Sanjeev Himachali |
| for others and instill a sense of vision in | | | | |
| them; ability to motivate others.Political | | | | E-mail: ; Blog: |
| Awareness: sensitive to political situations; | | | | |
| able to assess political climate and how it | | | | You can read my ITES-BPO related articles at |
| affects responsibilities.Competencies | | | | or (Himachali) Sharma, is a 29 yrs of age |
| required in knowledge based industry (IT, | | | | from India, having six years of experience in |
| ITES-BPO, Service Industry)As per a survey | | | | "Human Resource Development". By |
| done in US of A, the following competencies | | | | qualification, he is Bachelor of Science and |
| are required for a HR Professional in excel | | | | Masters in Business Administration. He is |
| in "Knowledge Based | | | | also a Motivational and Inspirational writer |
| Industry"...1. Understanding the business of | | | | and speaker.)About Organization: "07/09 |
| the Company. To become key players in the | | | | Management Consultants"...(Exploring new |
| organization, HR Professionals must | | | | areas). We are into following:1) Business and |
| understand their organizations and the | | | | Industry Research2) Providing total HR |
| industry in which they work. However, knowing | | | | solutions to new start-up companies and as we |
| business is not enough. It has been proved in | | | | say JD (Job Description) to OD |
| various studies conducted all over the world | | | | (Organizational Development)3) Your salary |
| that HR professionals in high-performing | | | | and taxation (Analyzing the effect of |
| organizations know as much about the business | | | | Financial Bill on the salaries and there by |
| as their counterparts in the low-performing | | | | advising the management...if they need to |
| organizations. The difference lies in the | | | | change the compensation Plan)4) Sourcing |
| usage of that knowledge. The HR professionals | | | | Senior Profiles...GM's, VP's, CEO's and |
| of high-performing organizations use their | | | | MD's.5) We are into "BPO Consultancy" and |
| knowledge to make strategic | | | | help companies in setting-up their BPO's in |
| contribution.2. Personal Credibility. HR | | | | India.6) We take-up need based HR-Projects in |
| professionals must be credible to both their | | | | US of A; UK; Germany and other European and |
| colleagues and the employees they serve and | | | | Asian Countries. |
| hence they must-A) Possess a track record of | | | | |