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