7/29/2019 J D Behavioral Attributes

1/8

Position\Behavioral AttributesHead CS

RBU

Head CS

Operations

Head CS

Service

Quality

Asst

Manager

CS

Operations

Manager

Escalations

and Branch

Coordination

Drive for Results 5 5 5 4 4

Timely Decision Making 4 3 3 2 3

Customer Focus 5 5 5 5 5

Innovation Management 3 3 2 2 2

Managing Vision and Purpose 4 2 2 1 2

Strategic Capability 3 3 1 2 2

Dealing with Ambiguity 4 4 4 3 4

Business Acumen 3 2 2 1 3

Functional Excellence 5 5 5 5 5Taking Ownership 5 5 5 4 5

People Development 4 4 3 3 3

Interpersonal Effectiveness 4 4 3 3 4

Withstanding Pressure 5 5 3 4 5

Building Effective Teams 4 4 3 3 3

Average 4.14 3.86 3.29 3.00 3.57

7/29/2019 J D Behavioral Attributes

2/8

Manager CS

Projects

Head Order

Management

Manager or

Executive

Order

Mangement

Head Billing

Collection

Retention

Manager

Billing and

Collection

Manager

Retention

5 5 4 5 4 4

3 4 3 4 3 3

5 5 5 5 5 5

4 3 2 3 2 3

3 2 2 4 3 2

3 2 2 3 2 2

5 3 3 4 3 2

3 3 2 3 3 4

5 5 5 5 5 55 4 4 5 5 5

3 4 3 4 4 3

4 4 3 4 3 3

3 4 4 5 5 4

3 4 3 4 3 3

3.86 3.71 3.21 4.14 3.57 3.43

7/29/2019 J D Behavioral Attributes

3/8

Manager

Email and

Outbound

Manager

Training

Asst

Manager or

Executive

Training

Call Centre

Coordinator

MIS

Executive

Manger CS

Operations

Branch

Access

Manager

Branch

Asst

Manger or

Executive

Access

Branch

5 5 4 5 4 5 5 5

2 1 1 2 1 4 4 3

5 5 5 5 5 5 5 5

2 4 4 1 2 2 2 2

2 3 3 1 3 2 2 2

3 2 1 2 2 3 2 2

5 1 1 4 4 3 3 3

3 4 4 4 1 3 3 3

5 5 5 5 5 5 5 54 4 4 5 4 5 5 5

4 4 4 4 2 4 4 4

4 3 3 4 3 4 4 4

3 2 2 5 2 5 5 5

4 5 4 4 1 4 4 4

3.64 3.43 3.21 3.64 2.79 3.86 3.79 3.71

7/29/2019 J D Behavioral Attributes

4/8

Manager

Order

Management

Branch

Asst Manager

or Executive

Order

Management

Branch

Manager

Billing and

Collection

Branch

Asst

Manager

or

Executive

Billing and

Collection

Branch

Manager

Agency

Coordination

Branch

5 5 5 5 5

4 4 4 4 3

5 5 5 5 5

2 2 3 3 3

2 2 2 2 2

2 2 2 2 2

2 2 3 3 4

4 4 4 4 4

5 5 5 5 55 5 5 5 5

3 3 3 3 3

3 3 4 4 4

5 5 5 4 4

3 3 3 3 3

3.57 3.57 3.79 3.71 3.71

7/29/2019 J D Behavioral Attributes

5/8

Position\Behavioral AttributesHead CS

RBU

Head CS

Operations

Head CS

Service

Quality

Asst

Manager

CS

Operations

Manager

Escalations

and Branch

Coordination

Manager CS

Projects

Technical Knowledge ofProducts and Services 4 4 3 4 4 5

Knowledge of and adherence to

Processes 4 3 5 3 3 4

Ability to interact with other

functions for enhanced

customer Services 5 5 4 4 4 5

Ability to manage Customers

and Customer issues 5 3 2 3 4 3

Creating, understanding and

acting upon MIS reports 5 4 5 3 2 4

Average 4.60 3.80 3.80 3.40 3.40 4.20

7/29/2019 J D Behavioral Attributes

6/8

Head Order

Management

Manager or

Executive

Order

Mangement

Head Billing

Collection

Retention

Manager

Billing and

Collection

Manager

Retention

Manager

Email and

Outbound

Manager

Training

3 3 4 3 3 5 5

5 4 4 4 4 4 5

4 4 5 3 4 2 3

2 2 4 5 4 4 2

4 3 5 4 4 2 2

3.60 3.20 4.40 3.80 3.80 3.40 3.40

7/29/2019 J D Behavioral Attributes

7/8

Asst

Manager or

Executive

Training

Call Centre

Coordinator

MIS

Executive

Manger CS

Operations

Branch

Access

Manager

Branch

Asst

Manger or

Executive

Access

Branch

Manager

Order

Management

Branch

Asst Manager

or Executive

Order

Management

Branch

Manager

Billing an

Collectio

Branch

4 5 2 4 5 5 3 3 4

4 4 2 5 5 4 5 4 5

2 3 3 4 3 3 4 3 3

2 2 2 5 5 5 2 2 5

2 2 5 4 3 2 3 2 3

2.80 3.20 2.80 4.40 4.20 3.80 3.40 2.80 4.00

7/29/2019 J D Behavioral Attributes

8/8

Asst

Manager

or

Executive

Billing and

Collection

Branch

Manager

Agency

Coordination

Branch

4 3

4 4

3 3

4 4

3 4

3.60 3.60