NEW COMPETENCY

FRAMEWORK

Bangalore International Airport Limited (BIAL)

Capability Framework

Knowledge Skills Ability

Knowledge is the Skill is the specified Ability is translating
“UNDERSTANDIN learned activities to Knowledge & Skills into on-
G” required do USE one’s the-job behaviors that
the job knowledge willingly DEMONSTRATE the capacity
and effectively in to perform the job
execution competently
Old Vs. New Bial Competencies

Old Competencies Status New Competencies

1. Customer Orientation Renamed and refreshed 1. Customer Centricity

2. Drive for Results Renamed and refreshed 2. Execution Excellence

3. Problem Solving & Decision Making Merged across

-

4. Communication Merged Across -

5. Collaborative Partnership & Teamwork Renamed and refreshed 3. Collaboration

6. Leadership Renamed and refreshed 4. Strategic Leadership

7. Strategic Business Orientation Merged across -

8. Change Orientation Renamed and refreshed 5. Change Influencer

Introduced new 6. Innovation Mindset

Mapping New BIAL Competencies To Desired Culture

Culture alignment Culture alignment

Competency
More of….. Less of ……

1. Strategic Leadership* 1. Adhocracy 1. Hierarchy

2. Change Influencer 2. Adhocracy 2. Hierarchy

3. Innovation Mindset 3. Adhocracy 3. Hierarchy

Competencies are the required Skills,
4. Customer Centricity 4. Market 4. Hierarchy
Knowledge and Behaviors employees
must demonstrate to help achieve the 5. Execution Excellence 5. Market 5. Hierarchy
organization’s mission. 6. Hierarchy
6. Collaboration 6. Clan

*Applicable to Grade C & above only

Competency Scale & Levels

Level Nature of Work Complexity / Scope of Work Impact of Decision

Contributor Task or Activity Low to Medium Team / Individual

Proficient Process / Work Stream Medium to High Work Unit / Team

Advanced Work Stream / Domain High to Very High Department / Division / Organization

Expert (aspirational level) Domain / Organization Very High Organization / Industry

Competency Matrix

Applicable Competency Grade A & B Grade C Grade D Grade E

Strategic Leadership Proficient Advanced

Not Applicable Contributor

Change Influencer Advanced Advanced

Contributor Proficient

Innovation Mindset Contributor Proficient Advanced Advanced

Customer Centricity Contributor Proficient Advanced Advanced

Execution Excellence Contributor Proficient Advanced Advanced

Collaboration Contributor Proficient Advanced Advanced

New BIAL Competency Level Definitions
Levels
# Competencies
Contributor Proficient Advanced Expert

Establishing personal Leading self/teams Delivering business-wide Delivering organisation-

1 Strategic Leadership
leadership effectively leadership wide leadership

Creating an environment
Managing Self during Managing people/teams Leading Team/
2 Change Influencer conducive to on-going
change during change Organisation during change
change

Creating an innovation
Innovating to impact Innovating to impact Innovating to impact Team/
3 Innovation Mindset culture across the
own performance own/team’s performance Organisation performance
Organisation

Developing a
Managing operational Driving competitiveness Developing new
4 Customer Centricity competitive practice on
competitiveness and innovation opportunities
customer service
Execution Managing Personal Managing team Driving business Developing enterprise
5
Excellence performance performance performance performance

Working effectively Collaborating across Creating Strategic

6 Collaboration Networking across teams
within teams businesses Partnerships
 Strategic Leadership
Business & People leadership
Ability to think, lead, inspire people and bring to life new ideas for the business. Provides clarity and direction. Leads self & others through
ambiguity with empathy.

Associated Skill sets: Leading Self, Leading Others and Envision the future.
 Strategic Leadership
Be a
CONTRIBUTOR
Actions expected from you:
Set aspirational goals for your team
Provide Clarity and direction
Motivate your people
Get
ADVANCED
Actions expected from you:
Partner with all stakeholders (internal &
external) for best outcomes
Coach & Mentor your team to acquire new skills,
take on challenges, learn & grow themselves
Build a team with diverse skills & abilities
Be
PROFICIENT
Actions expected from you:
Remove obstacles for your team to achieve their goals
Lead through company’s vision, mission & values – build trust
Encourage your team to stretch, experiment, fail & learn
Aspire to become an
EXPERT
Actions expected from you:
Envision a bright future for BIAL and excite your team
Inspire your team to convert ideas into scalable, replicable
and sustainable results for the business
Identify & groom great talent from your team into leaders
 Change Influencer
Adapt to & influence change
Ability and willingness to embrace on-going change with respect to business or people. Energizing people to see value in the change outcomes
and align their approaches suitably. Influence varied stakeholders to align/re-align systems & processes to achieve the Organisation’s change
agenda

Associated Skill sets: Leading Self, Leading Others and Envision the future.
 Change Influencer
Be a
CONTRIBUTOR
Actions expected from you:
Question, clarify and understand the need for
change
Align your personal goals/aspirations to the
organization's goals
Recognize your own internal barriers to change
and work through them
Get
ADVANCED
Actions expected from you:
Motivate self & others to challenge status quo
and work through ambiguity
Support your colleagues against possible failure
Work with your colleagues to establish & sustain
on-going change efforts
Be
PROFICIENT
Actions expected from you:
Communicate, clarify and assist your colleagues to
understand need for change
Align the personal goals/aspirations of your colleagues to the
organization's agenda
Collaborate with various stakeholders to identify and remove
barriers to change
Aspire to become an
EXPERT
Actions expected from you:
Be quick to evolve different strategies and guide people/teams,
in the face of challenges during change
Recognize and celebrate with people/teams, achievement of
key milestones during the change journey
Create an environment in the team/ organization that is always
open & willing to adapt to on-going change
 Innovation Mindset
Ideation, Experimentation and Impact
Demonstrates curiosity, passion and perseverance to generate, test and implement new ideas/approaches. Encourages and respects divergent
thinking from others and demonstrates the courage to implement them. Is abreast with and leverages technology (where necessary) to improve
systems, processes & experiences for all stakeholders.

Associated Skill sets: Leading Self, Leading Others and Envision the future.
 Innovation Mindset
Be a
CONTRIBUTOR
Actions expected from you:
Constantly generate new ideas to innovate &
improve in own area of work
Collaborate to solve problems, using new ideas/
approaches
Use basic technology & software tools at work,
to improve efficiency
Get
ADVANCED
Actions expected from you:
Think divergent/laterally and generate out of the
box ideas that impact team/organisation
Encourage people/teams to think ”non-
incremental” (divergent) and demonstrate the
courage to support them
Be willing to personally learn, experiment and
adapt new technologies for better
team/organisation
Be
PROFICIENT
Actions expected from you:
Build on own/others’ ideas to create innovative solutions that
impact the entire team
Influence people/teams to take calculated risks setting aside
the fear of failure
Be well informed on technology and generate innovative
ideas
Aspire to become an
EXPERT
Actions expected from you:
Create a conducive environment that embraces technology
and innovation across the Organization
Create an environment that fosters mutual trust, risk taking
and sense of empathy/respect in the event of failure
Demonstrate deep understanding of business, technology and
their interplay for better business
 Customer Centricity (Internal & External)
Driving competitiveness through customer centricity
Demonstrates a customer centric mindset. Is passionate about the customer and works relentlessly to create a differentiated industry
benchmark in customer service standards and experience.

Associated Skill sets: Leading Self, Leading Others and Envision the future.
 Customer Centricity
Be a
CONTRIBUTOR
Actions expected from you:
Aware and mindful of the diverse needs of the
customer and how to meet them
Empathetic, respectful and responsive to
changing customer needs
Work on insights gained to improve processes
that address customer’s feedback
Get
ADVANCED
Actions expected from you:
Use deep understanding of the customer to
deliver a competitive advantage for BIAL
Ensure simplicity in design of processes that form
a part of customer interaction and experience
Leverage innovation through technology to
enhance customer experience, along with
efficiency & effectiveness
Be
PROFICIENT
Actions expected from you:
Listen to the customer, collaborate with partners/associates
to create a seamless experience for the customer
Anticipate & comprehend customer expectations and pay
attention to detail
Automate systems and processes that create consistent &
repeatable customer service experience
Aspire to become an
EXPERT
Actions expected from you:
Predict changes in customer expectations, take advantage of
Opportunities to shape and re-shape market propositions
Build long-term business value for BIAL through innovative
customer centric practices
Strategically develop alternatives to create an industry
benchmark in customer centricity
 Execution Excellence
Leads by example & rigor to deliver business results

Operates with a deep sense of commitment, urgency, rigor and desire for excellence to achieve high quality results. Demonstrates problem
solving skills, personal accountability and constantly looks for ways to improve own & team’s performance.

Associated Skill sets: Leading Self, Leading Others and Envision the future.
 Execution Excellence
Be a
CONTRIBUTOR
Actions expected from you:
Clear about the level of performance expected
and how to get support as required
Demonstrate attention to detail & execution
rigor in all aspects of work
Persevere to deliver against objectives and take
personal accountability for own performance
Get
ADVANCED
Actions expected from you:
Develop and execute operational plans with self
discipline, that create predictability in delivery of
results
Identify potential barriers to performance and
create contingency plans
Maintain high standards and delivery of timely
results within/across teams
Be
PROFICIENT
Actions expected from you:
Learn the business, understand & communicate the KPI’s
required by self/ team to deliver results
Know when and how to make improvements and adjustments
to ensure full achievement of goals
Think possibilities and constantly looks for pragmatic ways to
solve problems
Aspire to become an
EXPERT
Actions expected from you:
Organize and deploy resources appropriately to achieve
optimal results
Hold self and others accountable for delivering shareholder
/stakeholder value
Create and instill a performance driven, results-oriented
culture based on data and facts
 Collaboration
Leveraging the Power of One

Demonstrating respect for diversity and inclusive behaviour. Developing networks and collaborating across boundaries. Resolving conflicts for
better team outcomes

Associated Skill sets: Leading Self, Leading Others and Envision the future.
 Collaboration
Be a
CONTRIBUTOR
Actions expected from you:
Build trust, mutual support and understanding
with colleagues
Value diverse thinking and seek to understand
different perspectives and cultures
Demonstrate value as a team player
Get
ADVANCED
Actions expected from you:
Build diverse and inclusive teams
Leverage others expertise and share information
and best practices to optimize
work results
Identify synergies business-wide and act on
opportunities to integrate efforts
Be
PROFICIENT
Actions expected from you:
Build networks and rapport with diverse groups
Collaborate cross functionally to deliver on shared objectives
Demonstrate willingness to place team goals before personal
goals
Aspire to become an
EXPERT
Actions expected from you:
Actively build connections and partnerships with others across
Organizational, cultural and global boundaries
Address and resolve conflicts or competing priorities that may
Become barriers to collaboration
Integrate inclusion strategies/behaviors into business
strategy and plans
Linkages To Desired Culture

23
Thank You