Delta Plc Bank: Recruitment, Leadership Skills, and Report Analysis

This report provides a comprehensive analysis of the recruitment and leadership practices at Delta Plc Bank, focusing on the selection of a Customer Service Advisor. It begins with a detailed job description and person specification, outlining the essential and desirable criteria for the role. The report then assesses the impact of legal, regulatory, and ethical considerations, emphasizing the importance of the Equality Act 2010 in preventing discrimination during the recruitment process. The reflective accounts of the HR manager, Jane, highlight the steps taken in the recruitment process, including advertising, initial screening, interviews, and final selection. The report evaluates the contributions made by Jane, such as streamlining the interview process and utilizing various advertising mediums, while also acknowledging the limitations, such as less emphasis on internal recruitment. Furthermore, the report explores the skills and attributes required for effective leadership within Delta Plc Bank, including positive attitude, integrity, awareness, and emotional intelligence, and discusses various leadership styles. Finally, it examines the importance of effective communication, delegation, and motivation in fostering a productive work environment. Overall, the report provides valuable insights into the key elements of successful recruitment and leadership in the financial sector.

Working With
and Leading People

INTRODUCTION
TASK 1............................................................................................................................................3
1.1...........................................................................................................................................3
1.2...........................................................................................................................................5
1.3...........................................................................................................................................6
1.4...........................................................................................................................................6
TASK 2 ...........................................................................................................................................7
2.1...........................................................................................................................................7
2.2...........................................................................................................................................8
2.3...........................................................................................................................................9
2.4.........................................................................................................................................10
TASK 3..........................................................................................................................................10
3.1.........................................................................................................................................10
3.2.........................................................................................................................................11
3.3.........................................................................................................................................12
TASK 4..........................................................................................................................................12
4.1.........................................................................................................................................12

4.2.........................................................................................................................................13
4.3.........................................................................................................................................13
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15
INTRODUCTION
Every organisation requires best people for the specific job so that they effectively
implement their policies and strategies in the best effective manner to achieve the desired goals.
In the present global market where world is advancing very quickly every organisation requires
the effective employees to achieve desire goals and thus effective recruitment and selection
process is required. The organisation also requires effective leadership for the same. Delta Plc
Bank is the well-known financial organisation whose main objective is to give best financial
services to its customers which government organisations, departments ,interrelated bank
transactions international organisations although their remains a small amount of private and
commercial business(Mendenhall, 2012).
This also includes operations related to financial and foreign exchange markets and also indulges
in implementing various government monetary policies and also plays advisory role in financial
and other matters. Thus, this is the duty of human resource manager to select best person for the
organisation to meet its goals and objectives. HR manager selects the employees for the
organisation. The leaders of the management are specialised and experienced in this field to
assist their employees to work effectively. In this report, Delta Plc Bank is recruiting the best
Customer Service Advisor to achieve results from his functions. In this report recruitment and
selection process is clearly defined and it also includes the importance of various leadership
skills, attributes and styles which could lead to enhance the efficiency of the bank (Bush and
Middlewood, 2013.).

TASK 1
AC 1.1 Job description and Person specification for Customer Service Advisor at Delta Plc
Jane as HR of the Delta Plc Bank is responsible for proper mechanism of workforce in the bank.
He is liable to develop and implement plan to hire suitable candidates for vacancy in the
enterprise. Here, he is responsible to select Costumer Service Advisor who can easily perform its
functions of advising and providing information regarding financial products and services of the
bank to its customers. Recruitment process begins with advertising the requirement of specific
person through electronic media, printing media or digital media. The advertising format of the
job is as follows:
Job Description
Job Title: Customer Service Advisor
Salary Band: 20000 pounds per year
Hours: 9am to 6pm
Accountable To: Team Leader, Customer Service Centre
Location: Delta Plc Bank, 100 Sydney St, Chelsea, London SW3 6NJ.
Job Summary
Customer Service Advisor is responsible for providing information regarding financial
products and services of the bank to its customers and handling any inquiries and resolving
customer complaints (Lev, 2013). So they are expected to understand guidelines and policies of
the bank and need to have in depth knowledge of the products and services to be delivered by the
bank to its clients and should be capable of resolve customer's problems effectively.
Main Duties and Responsibilities
 Providing effective customer services to new and existing customers effectively without
any doubts in their minds.
 Ensure that, the entire bank’s policies, procedures, and regulatory guidelines are strictly
followed during discharging of duties.
 Protecting and enhancing the bank's social goodwill and contributing in achievement of
bank’s overall goals and objectives.
 Informing and explaining the new bank products and services to the clients.

 Suggest effective ways to promote financial products and services of bank to increase
customer satisfaction and realisation.
Person Specification
Requirement Essential
Criteria
Desirable Criteria Assessment Method
Education/Qualification
Higher education and equivalent
GCSE Level cleared
Yes
No
No
Yes
Form of application/ face to face
interaction
Form of application/ face to face
interaction
Experience
Experience of dealing with
customers by telephone, fax, email
and internet
Experience of Data inputting (high
levels of speed and accuracy)
Yes
Yes
NO
No
Application form/Interview
Application form/Interview
Skills, Knowledge and Abilities
 Excellent Communication
Skills
 Well Known with MS
Office
 Effective conversation
skills on fax, telephone and
e-mails
Yes
Yes
Yes
Yes
Yes
No
Form of application/ face to face
interaction
Form of application/ face to face
interaction
Form of application/ face to face
interaction

E-mail Address: [e-mail]
Postal Address: Delta Plc Bank, 100 Sydney St, Chelsea, London SW3 6NJ.
For further enquiry please call: 941318997
AC 1.2 The assessment of the impact of legal, regulatory and ethical considerations on the
R&S process
Recruitment process is very lengthy and essential which starts from advertising of
requirement of personnel and receiving application for the post. After receiving applications,
the role of HR manager is to start selection process by keeping in mind the legal, regulatory
and ethical consideration to continue the process by following all the legal obligations. The
HR manager needs to keep in mind the Equality Act 2010, which safeguards the employees
from the discrimination and harassment due to their race, sex and disability. Thus,
company HR need to take effective step to avoid legal violations and discrimination on the
basis of the religion, age, gender and disabilities (Peterson, 2011). Thus, the selection
process should not contain any question regarding social and financial background of the
applicant.
Any kind of unfair practices directly affects the morale of workers and thus reduces the
efficiency and productivity and further it destructs the social image of the organisation.
Thus, HR manager should make sure that selection and recruitment should not be biased in
any form at any level. Bank's regulatory body must review all the functions carrying on in
the bank and ensures that no unlawful act is going on and if it is happening develop effective
policy to remove that. The organisation need to face various legal obligations if its policies
do not follows Equality Act 2010 such as inquiries, investigations and unlawful act notices.
Act 2010 is not followed by the organisation which would directly affect the goodwill of the
organisation and lose faith in the eyes of customers (Goetsch and Davis, 2014).
AC 1.3 Reflective accounts on the contributions made as the HR manager
Jane, HR manager has the responsibility to create necessary job profile which would increase
efficiency and productivity within the organisation. The recruitment process includes following
four steps to select the best person for the specific job as discussed below:

The first phase includes the group interview of all the applicants by Jane to pick individuals who
can be further interviewed individually.
After the initial phase has been completed, the HR should allow its responsible and
experienced authorities to take the interviews of each and every individual in the light of skills,
abilities and working capabilities.
The applicants who are shortlisted in the above phase as per their skills and abilities are
now interviewed by the HR itself to select them according to organisational desires and goals
and job specifications required (Day, 2014).
Finally, the HR makes arrangements so that the panel of senior heads and managers
interview the short listed candidate and have face to face questionnaire with him.
Thus, as HR manager Jane will review communication skills, positive attitude towards
the job and manager has the responsibility to take effective a timely decisions regarding the role,
salary, incentive and working timing before providing the job letter to the selected person for the
job.
AC 1.4 Evaluation of the contributions made in the selection process as the HR manager
The recruitment manager plays a vital role in organizing the interview and other components
required in selection process. Being the recruitment manager Jane performed the following
operations which have directly benefited to the organisation:
 Jane took all essential steps to summarize and frame all the essential interview questions
which helped him to analyse all the applicants in the light of skills, abilities, and job
specifications which could easily accomplish the desire objectives of the organisation to
recruit the new employee in it.
 Jane took all essential steps regarding advertisement of the employee required for the
Customer Service Advisor post and same was posted through different mediums. Today
there are different modes of advertisement and the most popular mode now days is social
media which allows the person to express its requirements and views in large area Thus
HR has number of options to choose best employee for the organisation which could
enhance the organisation's productivity and efficiency (Savikko and et.al., 2010).
Internet provides various jobs search facilities where the companies could easily upload

their job requirements and job searchers can easily contact the related authority and vice
versa. This saves selection cost as well as management time.
 The other step is to short list the effective applicant's CV from the thousands applications
received by the HR. He examines CV in the light of necessary qualifications, experience,
current job details, present designation, CTC as per the requirement of the organisation.
This is the most essential phase in the process of selection which requires effective
decision making skills and since Jane has long experience in this field thus he effectively
short listed the CV's of efficient applicants (Kuroda, Yuki, and Kang, 2010).
 As an HR manager Jane took effective steps to frame interview questionnaire and make
necessary arrangements of the final interview to be taken by senior panel of the
organisation.
Limitations of the Contributions made by the Jane as HR
But as the HR manager Jane gave less preference to internal recruitment which could also
help the organisation to achieve effective employee within the organisation which would require
less training arrangements as he would be well known of the culture and working policies of the
Delta Plc Bank. The new employee will require training to understand the working of the bank
which is time consuming activity.
TASK 2
AC 2.1 The skills and attributes required for leadership
Working as a leader and a member, Delta Plc Bank offers great level of opportunity and
experience. Leadership skills are an essential component which leads to effective and
thoughtful decisions about the organisation's goals and objectives.
Some of the leadership skills of the leaders of the Delta Plc Bank are as follows:
Positive Attitude: This is the most important attribute of leaders of the Delta Plc Bank that they
are very supportive, positive and friendly to its employees. It is well known that productivity
and efficiency of an organisation largely depends on the working environment in the
organisation thus leaders of the bank has the specific skill to motivate the working environment

through various means like time to time appraisal, monitory and non-monitory incentives,
surprise refreshments, bonus on achieving timely targets etc.
Display High Integrity and Honesty: Leaders of Delta Plc Bank are honest and transparent and
have clear vision of the uncertainties and admit the same. He never try to escape from his
responsibilities and are ready to face and overcome with the problems and resolve them
effectively rather than making complaints or excuses.
Some of the leadership traits that enhance the efficiency of the Bank are as follows:
Awareness: Leaders of Delta Plc Bank understand the nature of difference prevailing in the
organisation and accept it and act accordingly. This builds their image, their actions, and their
communication skill and attribute. Specifically in conflicting situations in the organisation,
leader should maintain a proper system of reporting of the problems faced by the members
regarding functions and other conflicts they face in dealing with the customers and then it is the
duty of the leader to identify the root cause of the problem and consult it with senior members
about the same.
Emotional Intelligence: Leaders of Delta Plc Bank has the special attribute to understand the
customers preferences and readily makes the changes as per the requirement. These leaders too
have the capability to evaluate the weaknesses and strengths of all the employees and delegate
the task too each employee according to their strengths and motivate them emotionally to
contribute in the organisations up-bringing. They never demoralise any of the employee by
giving them task which is beyond their capacity. They trained them emotionally and technically
first to work efficiently.
AC 2.2 The differences between leadership and management
Management: The management is responsible for the framing of the policies relating to
finance, equipment’s and techniques to attain the goals. The objective of the management is
to ensure the smooth working in the organisation.
Leadership: This is a type of art which can enhance the efficiency of the organisation to attain
the goals, framed and developed by the management. The success of the company is based on the
leadership. A leader of the organisation boosts the work flow and ensures the time management
within the organisation(Gwyer, 2010).

Leader and manager has same objective to attain the final goal of the organisation but
management focus on the employees, work flow, machines, expenses and several relative things
that covers whole organisation but the leadership is mainly focus on the employees(Chen and
et.al., 2014). The leadership leads the employees and if they are not working effectively it is the
duty of the leaders to resolve the issue of the employees and lead them to work effectively to
achieve the desire goals of an organisation.
Managers mainly focusses on the current job to be done efficiently whereas leaders
focusses on the future and take the decisions accordingly thus, they help the employees to
achieve their future career goals.
Managers supervise the group of people or task as per the responsibilities and guidance
and direction they received from the top level management, Whereas leaders have the capability
to take up the responsibility of the task all alone and can individually work on it.
Managers always work according to the directions and policies the top level management
set for the organisation thus do not focusses on the outcome of the work whereas leaders like to
go beyond the control and achieve the ultimate goal which he set for himself.
Difference between the leaders and mangers of the Delta Plc Bank are as follows:
In Delta Plc Bank, managers are responsible to seek that all the bank policies are
effectively carrying on by the leaders and employees. He is also responsible for timely
achievement of organisational goals developed by the board. Leaders of the bank are responsible
for the effective working of the employees and ensure the positive and motivating environment
in the organisation. He also ensures the resolving of the conflicts between the employees and
communicates same to the managers to consult with them about it.
2.3 Compare leadership styles for different situations
Jane as HR also follows the leadership skills to effectively complete the Recruitment and
selection process on time such that the Bank's objectives could easily be fulfil to receive the
efficient Customer Service Advisor. But during the implementation of the process the leader
need to face various difficult situations and overcome with it effectively, some of the situations
are as follows:
Conflict Of Interest: Conflict of interest is the situation where candidate has some or the
other personal or professional interests in the cited company . It could be any person who has

direct or indirect relation with the board or the selection committee of the organisation. This is
the most difficult situation for the leader, Jane who has the responsibility to choose the best
candidate for the organisation without annoying any member of the selection committee and the
Board members. The leader, Jane used his Transformational Styles to overcome this situation.
Jane quickly diagnose the interest of the committee and board to choose the particular candidate
as the Customer Service Advisor . He quickly diagnoses the strengths and weaknesses of the
particular candidate and examine him under the light of the necessary qualities to achieve the
basic objectives of the organisation. If the candidate has the close relationship with the
committee member or the Board member the leader try to explain the person that the candidate
will not perceive for long in the organisation as he is not capable to handle such difficult task and
resolve the disagreements and motivate them to take effective steps to enhance the efficiency and
productivity of the organisation by keeping their personal interest away.
Conflict Between Two Committee Members: This is the other difficult situation which
as the leader, Jane faced during the recruitment and selection process. Every human on the earth
has his own views and ideas towards the specific situation. Recruitment and selection process is
one of the lengthy and complex process to choose the best candidate for the organisation among
the numerous candidates appeared for the interview and every selection committee member has
their own views regarding choosing the best candidate thus, as a leader Jane use Participative
leadership style to overcome with this situation and involves all the members in the decision
making process and listen their respective views carefully and keep the final decision power with
him.
AC 2.4 Two ways to motivate staff at Delta Plc to achieve objectives
The management and leaders have to motivate their staff timely in their respective departments
to ensure best outcome from their work. So they have to use the Maslow’s hierarchy of needs
theory to motivate the employees by knowing their requirements. Management is well known
that every person has some priorities and needs in their life and these wishes and priorities
motivate them to strive in the life (Goleman, 2010). Management is very keen about the salary
expectation of all the employees as per their posts which not only satisfy their basic needs but
also motivate them for self-esteem and self-respect. Management also provides financial security

to the employees by providing various financial incentives like insurance policies, provident
finds, after retirement pension scheme etc. Thus, this theory leads to employee motivation and
development. The management needs to analyse the needs of the employees and find out the
solutions for their needs and resolve the disharmony arising in the minds of the employees. This
could be done by two effective ways which are as follows:
 Communicate effective: There should be effective conversation between the employees
and managers to know about their needs and they have to make proper solutions related
to the work. The management and leaders of the Delta Plc Bank use the Maslow's
Hierarchy Theory to motivate the employees of the organisation by taking regular
feedback of their work and evaluate their work in the light of requirement of training and
development so that they do not get demoralise when they are compared with the same
job worker in other organisation in the society. They also communicate effectively to
resolve their complaints and grievances as quickly as possible so that they feel safe and
secure working in the organisation(Kuroda, Yuki and Kang, 2010.).
 Incentives: Incentives should be given to the employees for their extra work because
money motivation is very effective on employees . Here the management again use the
Maslow's Hierarchy Theory to motivate the employees through timely recognition and
promotion in the organisation as the appraisal . The leader of the organisation know that
the every human being on earth is aggressive towards its basic and esteem needs and thus
he could easily motivate the employees by timely enhancing the esteem needs of the
employees as per the quality of their work through growth, promotion and advancement.
(Kilpatrick, 2013).
TASK 3
AC 3.1 Assessment of the benefits of teamwork for Delta Plc