Report On Delta Plc - How To Lead In An Effective Manner

WORKING WITH AND
LEADING PEOPLE

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
AC 1.1 Two documentations which assisted in recruitment and selection of Customer Service
Advisor for Delta Plc ..................................................................................................................3
AC 1.2 Assessment of impact of legal, regulatory and ethical considerations in recruitment
and selection................................................................................................................................7
AC 1.3 Reflective account ..........................................................................................................8
TASK 2 ...........................................................................................................................................9
AC 2.1 The Skills and Attributes Required for Leadership ........................................................9
AC 2.2 Differences between Leadership and Management .....................................................11
AC 3.1 The Assessment of the Benefits of Team Work for Delta Plc .....................................11
AC 3.3 Review of the effectiveness of the Recruitment and Selection team in achieving the
goals of the Recruitment and Selection project for Delta Plc ...................................................13
AC 2.4 Ways to motivate staff...................................................................................................15
TASK 3 .........................................................................................................................................17
AC 4.2 Plan for assessing the development needs of a member of staff at Delta Plc and carry
out a sample assessment for this staff .......................................................................................17
AC 4.1 Explain the factors which should be considered when planning the monitoring and
assessment of performance........................................................................................................22
AC 4.3 Evaluate the success of the assessment process ...........................................................22
CONCLUSION .............................................................................................................................24
References .....................................................................................................................................25

INTRODUCTION
In the current context, human resource management is one of the vital components for
business organisations. The human resource department supports in recruitment, selection and
training and development of new as well as existing employees. It lays down the processes and
practices taken in use for choosing several employees in an enterprise. It also creates awareness
regarding legal issues related with recruitment and selection. Management varies from leadership
which will be described in the present study (Hodges, 2016). The report will make an
understanding as to how to lead in an effective manner. For this purpose, Delta PLC has been
considered. It is high street bank and the report is going to highlight two significant
documentations which will assist in recruitment and selection of a new member of staff. With
this in section one it, it going to cover the influence of legal, regulatory and ethical
considerations in recruitment and selection procedure in the bank. Along with these, own
contribution to the selection process is evaluated.. Further, the report is going to discuss the
advantages of team work in the cited bank. In addition to this in section two cover the skills and
attributes which are needed for leadership are going to be described. Then the difference between
leadership and management is explained. Apart from this in section three, covers the benefits of
team working for an organization is assessed. Moreover, the effectiveness of team in achieving
the goals is reviewed. In section four the success of the assessment process is evaluated. Along
with this, the factors involved in planning the monitoring and assessment of work performance is
explained.
TASK 1
AC 1.1 Two documentations which assisted in recruitment and selection of Customer Service
Advisor for Delta Plc
Currently working as a HR manager of Delta PLC bank there are two documents prepared which
is assisted in recruitment and selection that is job description ad person specification. Job
description is the general job related information which consists of job title, job location,
responsibilities and duties, tasks and activities to be performed, working conditions, machines
and tools to be used by the employee, nature and purpose of job etc. in this context job
description in being described for the vacant post of Customer service consultant (Fredrickson,

2016). Person specification is detailed description of skills, qualifications, experience, and other
characteristics that a candidate must do his job duties.
JOB SPECIFICATION:
 Job requirements: To serve the customers, handle cash and computation skills. With
this, good English, maths and ICT is needed. A selection test is also to be passed. With
this, qualification and 2 years’ experience in customer services will be considered.
 Required skills: Outstanding communication skills and interactive skills with people.
Superior skills in maths and reasoning power. Accuracy and focused for details. Enough
confidence to sell financial commodities to the customers.
 Duties to be performed: To process payments and withdrawals, set up and manage
accounts of customers, deal their queries and problems, promotion and selling the
financial commodities to the customers, usual administrative activities.
PERSON SPECIFICATION:
Communication skills: To interact directly with the customers who face any problem one have
any enquiry.
Basic computer knowledge: To deal with the billing and is can be done with computer only,
therefore general knowledge in computer is essential.
Job Description
Job Title: Customer service advisor
Salary Band: as per industry standards
Hours: 9: 30 AM to 5: 00 PM
Accountable to: Bank Manager
Location: London
Job Summary
The advisor will be responsible for carrying out activities such as processing of payments
and withdrawals. The person will also play very important role in making use of Delta Plc Bank
to update the account details of customers.
Main Duties/Responsibilities
 The customer service advisor will be responsible for dealing with mortgage and loan
applications

 The customer service advisor will be responsible to deal with the issues, concern and
enquiries of customers
 Maintaining long term and healthy relation with customers of Delta bank will be the duty
of customer service advisor
 Customer service advisor will be responsible for carrying out general administration task
in the bank
 Promotion and marketing of the financial products/service of Delta bank will be also the
duty of customer service advisor
Person specification
Requirements Essential
Criteria
Desirable
Criteria
Assessment Method
. Minimum 3
GCSE
More than 4
GCSE
Certificates and documents
will be checked
A graduate with
good working
experience
Post graduate Degree and mark sheet
evaluation
Experience 1 years Candidate with
3 year of work
experience
Experience candidate will be
given more preference and
better pay for measuring it I
will see the mark sheet of
candidates
Skills, Knowledge &
Abilities (Must provide
at least 5)
Communication Candidate
needs to have
strong
Interview will be taken of all
candidates

command and
fluency over
English
Maths skills Strong
numeracy and
math skills are
required
A written test will be taken
Attention to
every detail
Candidate with
good IQ level
Exam will be carried out
Marketing skills Candidate
should be
capable to
market and sell
financial
products
Overall performance in three
months of probation will be
analysed
Customer service Candidate
needs to be
capable enough
to understand
the need
demand and
issues of
customer
Soft skills and relationship
building power will be
analysed
Motivation Candidate should
be motivated
Self-motivation
along with the
capability to
motivate other
bank
employees
Performance in three months
will be assessed by
monitoring the performance
and checking the quality of
work.