Capability development model
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- 2. INDEX Capability Development Definition Stagesof Capability Development Key Outcomes
- 3. CAPABILITY DEVELOPMENT DEFINITION Definition •A structured stage wise approach to create capable / efficient employee with, Proactive - Problem Solving, and Tech enabled mindset to support stakeholders needs with agility. Enablers • Management Commitment • Regular Assessments • More Human approach • Learning enablers – on the job, market trends
- 4. STAGES OF CAPABILITYDEVELOPMENT • Gate 1, 2, 3 scores • Understand SLA • Augmented stack ranking • Improved PKT Scores • Become SME • Client Interaction • Escalation Management • Drive / Mobilize Innovation • Client Value Creation Key enablers • Gate 1: Understand Process, Technology, People associated, Customer Ask • Gate 2: Perform processing in Test environment • Gate 3: Perform processing in Live environment (under supervision) • Evaluation by SME & Process Manager • Consistent performance on SLA delivery • Understand all process exceptions • Escalation Matrix understanding • Enhanced communication skills • Evaluation on Process Knowledge Month on Month • Become expert in E2E process • Understand the Key impacting metrics for delivery excluding SLA • Interact with Client as required to provide updates or Management reviews • Manage Escalations proactively • Evaluation based on Client Feedback & Process Lead • Mobilizing partnership with Client through Value Delivery • Bring industry best practices (be the best attitude) • Process optimization through Automation, Analytics and AI • Nurture future Talent – Humane Manager • 360 deg. Evaluation by Client, Delivery Lead, Manager and Direct Reports Stage 1: Standard Stage 2: Stabilized Stage 3: Improved Stage 4: Elevated Key Performance Metrics (Outcomes) Day 0 – 2 weeks 1 – 3 months 1 – 2 years 2 – 3 years
- 5. KEY OUTCOMES Employee Satisfaction •Transparency • Feel important • Part of Industry trend Employee Retention • Clear Career Path • Learn & Grow • Cross Skilling & rotation