Working and Leading People Report for Delta PLC: HR Analysis

This report, focusing on Delta PLC, explores key aspects of human resource management and leadership. It begins by examining recruitment and selection processes, including the use of job descriptions and person specifications, along with legal, regulatory, and ethical considerations. The report then delves into the skills and attributes required for effective leadership, differentiating it from management, and assesses the benefits of teamwork. Furthermore, it reviews the effectiveness of the recruitment team in achieving its goals and explores strategies for motivating staff. The report also covers performance assessment, including planning, monitoring, and evaluating the success of the assessment process. The document highlights the role of an HR manager in the selection process and discusses contributions to creating a diverse and merit-based workforce. This report is designed to provide a comprehensive understanding of leadership, management, and HR practices within a corporate context.

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.

In case of any issues and concern related to the post, candidates can directly call or email on the
official mail id of delta bank
Email Address: Delta Bank @ Yahoo mail.com
Postal Address:
For further enquires please call: 98754586950
Application deadline: 31 march 2017
last date for accepting the application is 31 march 2017 after this no application will be accepted
AC 1.2 Assessment of impact of legal, regulatory and ethical considerations in recruitment and
selection
 Legal and regulatory considerations: Delta PLC bank must follow some rules and
regulations which are laid by government for recruitment and selection procedure. When
the HR manager of the bank begins with the recruitment process, he must consider some
rule and regulations (Marino and et. al., 2016). For example, at the time of selection
process HR manager should not make any type of discrimination on the basis of age ,
race, religious. These rules and regulations can be the Equality Act 2010 which states
that the bank should not discriminate any prospective employee based on age, race,
gender, disability, religion or belief, marital status, pregnancy etc. Along with these the
Data Protection Act 1998, Asylum and Immigration Act 1996 etc. also impact the
recruitment and selection process. The Equality Act 2010 can be defined as the legal act
which was developed with an objective to eliminate all forms of discrimination from
workplace. Furthermore, this formulation of this act has replaced several anti-
discrimination acts which were applicable within workplace.
 Positive and negative impact of compliance and non compliance.
If company follow all the laws and legislation then it can easily hire skilled and experience
candidates which support organization in achieving aims and objectives. It also helps in retaining
employee for longer period and increase firm productivity. Apart from this, if it fails to follow
the laws in practices then it may suffer because it not hires candidates on basis of skill but on the
basis of their culture, gender. For example, in organization if employee not get equal pay then
they get demotivate or may switch to other company.

 Ethical considerations: With the legal and regulatory considerations, ethical terms are
also to be considered which are age i.e. the candidate should be major not minor. Also, it
is important to verify the information and details which are provided by the candidates to
make sure that they are authentic and correct. Physical fitness is also essential so that it is
known that the candidate is medically fit and fine to be hired in the bank. (Wheeler,
2004). Also, the employers of the bank should not give any signal of discrimination in the
whole process. Any irrelevant questions should not be asked to the candidates. If the bank
conduct the entire process in an unethical manner then it may create several problems
such as inability to perform in a team because of inadequate respect and trust in the team
(Armstrong, 2016). In simpler terms, equal opportunity can be termed as the situation in
which the all the people working in an organization are provided with equal opportunities
related to growth and development. On the other hand, diversity can be defined as the
situations in which people from different background, culture and values work together.
If the provided act violated in the practices of Bank then action can be taken against the
organization. Further, wages need to paid as according to the their work.
AC 1.3 Reflective account
Role played in selection process: For taking active participation in the selection process, first I
prepared document which are important for selection procedure. I also tried to create a diverse
workforce in the bank. I played an important role in making the gender composition to be
balanced in the organisation. This in turn helped me in making my customer comfortable and
open to share their views and opinions. With this I assured that any type of discrimination does
not take place in the entire procedure and even after the process in completed. I made sure that
the candidates are selected on the grounds of merit only and not on basis of their caste, race,
gender or religion. With this, I ensure that any type of favouritism do not exist in the selection
process.
Own contributions of HR manager in selection process: Being a HR manager I played a vital
role in the entire procedure of selecting the most suitable candidate. I took active part in
conducting and arranging the interviews. I helped in designing the purpose of recruiting and
selecting. I made an analysis and conclusion for the requirement of the job and delivered it to my
higher officials which helped me in preparing questions for the interview. I took important steps
to place an advertisement for recruiting which was to be done by taking use of various

advertisement mediums. The next step was to screen the resumes which have been received and
then I framed the questionnaire for interviews. Then I did the initial supervision of candidates
and short listed the most appropriate ones.
At the time of CV screening stage I made sure that CV have right length ad it is free of
any spelling and grammar errors. Further I also make sure that in CV candidate include relevant
skill and experiences
AC 1.4
Benefits of my contributions to the selection process for Delta Plc
In terms of benefits, it can be stated that my own contribution has resulted in providing
wide range of benefits to the selection process of Delta Plc. One of the main and most important
benefits is that it has helped the brand in selecting the best and most potential candidate for the
vacant position. Along with this, my contribution has also resulted in creating a sense of
satisfaction among other candidates as I have ensured that no form of discrimination is carried
out among candidates in the process of selection. This will help in developing a strong and
positive image of Delta Plc bank.
Limitations of my contributions to the selection process
The key limitation of my own contributions to selection process includes lack of
knowledge and expertise about the vacant post. This has created several kinds of obstacles for
me in terms of dealing with candidates at the time of personal interview as I am not having
practical knowledge about the vacant position in the bank. Specific amount of time can be also
termed as major limitation for me in terms of selection process.
Due to limitation of time and requirement is high I wan unable to give my best effort to the
organization. Further requirement is high and time is less so I was unable to judge the skill of
candidate. Along with this lack of enough resources is was unable to follow proper interview
procedures. This was the limitation of my contribution to the selection process.
TASK 2
AC 2.1 The Skills and Attributes Required for Leadership
Human resource of an entity plays a significant role in the firm as they held responsible
for managing people in the same workplace (Duffield and Graham, 2015). The skills and

capabilities are important thing which enhances the overall productivity of the business
enterprise in relation to the external market changes takes places in an entity. The followers will
get inspires by their leaders who provide right direction to all the employees working in the firm
for the betterment of the enterprise. Leadership is that quality of HR manager which helps in
interacting a manager with lots of personnel working I the same entity in boosting existing
business conditions of the business concern. Direction provided by a leader help all their
teammates and the followers who will get inspires by their leaders in order to accomplish their
tasks and duties in less period.
Communication-It can be termed as one of the most important skill which a leader working in
Delta Plc would be required to possess. Strong communication skills will assist in
accomplishment of the bank’s objectives because the leader will be able to inform all staff
members about objectives and goals of Delta Plc in more effective manner. Furthermore,
communication skill in leader will also assists in resolving the issues faced by workers at the
time of achieving objectives of delta Plc.
Motivation- Another skill which a leader working in Delta bank requires is of motivation. To achieve the
objectives of higher sales and growth, the leader is required to be self-motivated so that he/she can handle
the pressure and motivate other team members also.
Providing comfortable environment- The main motive of a leader in the business is to satisfy
the needs the higher expectations of all the employees working in an enterprise in improving the
existing conditions of the firm (Chen and Liu, 2014). The overall working environment will be
comfortable for an employee to work with its higher expectations. The framing of rules and the
regulation will further determine the development of positive or negative environment at the
workplace of Delta Plc. HR practices are framed to retain wide number of employees for long
term in the business enterprise.
Guiding- Guidance is regarded as another important tool which helps a leader to provide
direction to its employees. The staff member working in the business entity will be provided with
e-mail to communicate any important announcements. Instruction manual will be provided to all

the employees working at various job designations will be provided with training to improve
their overall working conditions and their existing skills and the capability
Attribute required for leadership is vision, courage and strategic planning. The great
leader must have clear vision so that it can easily encourage its team member to complete the
work on time. It make planning for completing the objective on time. Further it must have ability
to solve team member problem without making any discrimination
There are various attributes and traits required by an effective leader in an organisation like Delta
plc in improving their current condition in order to upgrade their overall performance re given as
below:
Emotional stability- Good leader will not take stress and doesn't show their aggression or
frustration towards the work in front of their teammates.
Dominance- A leader should apply positive dominance in which business actions will be take by
a leader in order to ensure higher productivity of all individuals working in an entity in a same
team.
AC 2.2 Differences between Leadership and Management
Definition of Leadership
Leadership can be defined as act of leading people and directing their efforts towards
accomplishment of common goals and objectives.
Definition of Management
Management can be termed as the activity or task of getting the things done by other in
correct manner (Antony, 2015).
The management represents the criteria set by the owner which help in boosting the existing
working situations of its business enterprise. The goals and various frameworks framed by the
owner are in accordance with its leaders and all other managers working under the management.
Scope It is narrow scope as they enjoyed right to guide and lead their followers who are the team
members working under the team leaders in the business entity.
Leader have enough knowledge to manage all the work in organization and it can use its power
in effective manner. The leaders are ordered to work on the criteria set by the management to
achieve the deadlines in each time span. Function the major objectives of a leader will include
motivating and encouraging its followers working in the business enterprise to produce good and

positive output. The role of management includes the traditional and the principles of the
management such as planning, organizing, staffing, directing and controlling. The primary aim
of the firm and the owner is to improve the overall performance of the business entity. Leader
role is to make sure that its team member work effectively and give full efforts in completing the
task. On the other hand management make sure that employee in organization not face any
difficulty. It makes policy for the welfare of candidates.
The leaders allocate work to all their followers in a systematic order in order to meet the
working criteria set by the management to achieve the deadlines in each time span.
Function the major objectives of a leader will include motivating and encouraging its followers
working in the business enterprise to produce good and positive output.
The role of management includes the traditional and the principles of the management such as
planning, organizing, staffing, directing and controlling.
The primary aim of the firm and the owner is to improve the overall performance of the business
entity.
AC 3.1 The Assessment of the Benefits of Team Work for Delta Plc
In simper terms team work, can be termed as the combined efforts of people which has been
carried out with a purpose to achieve some common goals and objectives (Davis, 2016.).
Assessment of Benefits of Teamwork for Delta Plc
In the current business world, the importance of a team is increasing as the increasing
complexities can only be handled with the help of framing a good team (Antony, 2015). The
difficulties in the business will be faced by group of individuals as they ensure each other’s
performance in the tough business times. The team work is one of the important aspects of an
entity in which leaders of the firm will inspire their followers to be in a team to achieve higher
and tough targets in a lesser time with higher amount of efficiency.