Implementation-

Targeted Selection
Interview
PROPOSED RECRUITMENT PROCESS
Process:
1. Sources
2. Filters
3. Interview
4. Selection Criteria
5. Interview (HR)
6. Offer
 Current Process:

Selection Interview
Sources Filters Interview Offer
Criteria (HR)
• IJP • Based on role, • Non-Structured • PI • HR Round for Job • Offer Roll out (M1-M3)
fitment • For M5 and Above:
• Consultant CV filters (based on role) • CIBIL • Reference Check
• External • Graduates • 2 rounds • Background before rolling out the
• Exp. not less (Business takes check offer
• F2C Blast • Ref check done by
(internal than 1 year in a care of that) Matrix (Third Party
reference) company vendor)
• Requires GH/BH
• Job Portals • Not out of Job approval
(naurkri.com
etc.)
Proposed Process:
• For - SO,SDO,BOM & RO roles
• 2 rounds of targeted Selection Interview (DDI)

Selection Criteria
• IJP • Based • PI • HR • Offer Roll

Offer
Interview (HR)
Sources

Filters

Interview
• Consult on • CIBIL Round out (M1-
ant role, • Apart from the assessment process, the for Job M3)
CV fitmen
• Externa
filters following t
• For M5
and
l
• F2C • Gradu • Service Management • Backgr Above:
Blast ates ound • Referenc
(intern • Exp. • Addressing Customer Needs check e Check
not
al
referen less • Addressing customer complaints before
rolling
ce) than 1
year
• Managing Infrastructure and Security out the
• Job offer
Portals in a • Relationship Management • Ref check
comp done by
(naurkr
i.com any • Assessing Relationship Health Matrix
• Not
etc.)
out of
• Maintaining and growing relationship (Third
Party
Job • Creating demand for products vendor)
• Requires
GH/BH
approval
Proposed Process:
• For - SO,SDO,BOM & RO roles
• 2 rounds of targeted Selection Interview (DDI)

Selection Criteria
• IJP • Based • PI • HR • Offer Roll

Offer
Interview (HR)
Sources

Filters

Interview
• Consult on • CIBIL Round out (M1-
ant role, • Apart from the assessment process, the for Job M3)
CV fitmen
• Externa
filters following t
• For M5
and
l
• F2C • Gradu Relations • Backgr Above:
ates Service hip ound • Referenc
Blast
(intern • Exp. Manage Manage check e Check
al not ment ment before
referen less Addressing Assessing rolling
ce) than 1 Customer Relationship out the
year Needs offer
• Job
in a
Health
Portals • Ref check
comp Addressing done by
(naurkr
any
Maintaining
i.com Customer and Growing Matrix
etc.) • Not (Third
out of Complaints Relationship Party
Job Managing vendor)
Creating
Infrastructure • Requires
Demand for
GH/BH
and Security Products approval

Level of Comp
etency
Thanks
Elements of chosen competencies
Service Relationshi
Managem p
ent Addressing Managem Assessing
Customer ent Relationship
Needs Health

Addressing Maintaining
Customer and Growing
Complaints Relationship

Managing Creating
Infrastructure Demand for
and Security Products
 Levels of chosen competencies
  Addressing Customer Needs
1 Periodically establishes the range of 1
services to offer
Periodically establishes service-specific
2 norms - documentation, TAT
  Assessing Relationship Health
Looks at diverse data to sense
1 customer engagement levels with
KMBL across segments, by Branch
Ensures Branches are tracking the
2 quality of customer relationships
across segments
Interacts with customers to gauge
3 relationship health – across segments,
prioritizing high value customers
Service Management
  Addressing Customer Complaints   Managing Infrastructure and Security
Handles escalated customer complaints, 1 Ensures Branches focus on adhering to
including service recovery procedures to minimise security risks
Ensures Branch orientation to handle Ensures Branches maintain physical facilities at
2 complaints effectively 2 high standards
Relationship Management
  Maintaining and Growing Relationship   Creating Demand for Products
Ensures focus in Branches on perventing Ensures Branch focus on increasing product
1 1
customer attrition penetration
2 Involves self in building engagement of high 2 Ensures products are sold to target customers
value customers