Position on Senior Personal Banker at Anz Bank in Australia - Example

Interview Package (Student Name & Number) (Course Name & Title) HRM Competencies HRMT19023 Abstract This paper provides an interview package for a position on Senior Personal Banker at ANZ Bank in Australia. The paper identifies the behavioral criteria for the interview process, which includes communication skills, leadership skills, customer service, technical skills, and sales building, interview preparation process including the questions, location, and advising candidates, interview introduction, interview conclusion, non-verbal cues, and interview guide. This pertains as to how the interview process for the Senior Personal Banker at ANZ Bank will take place. Table of Contents Abstract 2 Behavioral Criteria 3 1.Communication Skills 3 2.Leadership Skills 4 3.Customer Service 4 4.Technical Skills 5 5.Sales Building 5 Interview Preparation 5 The Questions 5 The Location 6 Advising Candidates 6 Interview Introduction 6 Interview Conclusion 7 Non Verbal Cues 8 Interview Guide 8 Reference List 10 The Position: Senior Personal Banker Behavioral Criteria 1. Communication Skills The incumbent of the Senior Personal Banker position requires excellent interpersonal and communication skills. Behavioral assessment of the personal involves communication strengths in both oral and written styles, as well as the ability of presenting such information to individuals, training sessions, and large groups in order to attain the desired success level. As such, the personal has to have capabilities of being informative and persuasive in order to convince various people with regard to the operational environment (Tuleja, & Greenhalgh 2008). 2. Leadership Skills Successful incumbent will require to possess excellent leadership skills, which will aid in effective management and leadership of a sales team in order to improve the performance output of the organization (Abbasi et al. 2012). Behavioral requirement include the ability to create and develop a sales team, motivate the team, interact with the team, and solve problems, which may develop in the team. The significance of excellent leadership skills is central towards improvement of the performance level of the organization and maintaining a higher performance for a sales team (NeoSea 2011). 3. Customer Service The incumbent has to provide excellent customer services to all the clients of the organization. This will demand an exhibition of adequate knowledge and skills in handling the diverse clients of the organization and being a logical thinker. This is essential in order to satisfy customer needs, improve the sales target of the branch, and it contributes towards strengthening of the referral activity (DeVine et al. 2012). Behavioral requirements include listening and communicating amicably with all the clients of the organization. This is essential since it aids in providing a platform for the discussion of clients needs and providing sufficient solutions to clients queries. 4. Technical Skills The incumbent will require to possess high technical skills. This includes skills in computer applications such as MS Word, and Excel among others. These are essential in order to constantly update the system of the activities, which are being carried out. Behavioral requirements include trust and transparency when feeding the data, as well as speed and higher level of accuracy. This aids in eliminating instances of malpractices and misrepresentation of data. Excellent technical skills will also aid in improving the overall process of transaction recording and capturing clients data, which has an impact of satisfying organization customers (GALLAGHER et al. 2010). 5. Sales Building The incumbent is also required to have the ability of building the sales of the organization. This includes the ability of selling the services and products of the organization, as well as liaising with consultants and maintaining close referrals in order to build sales output. Behavioral requirement includes communicating effectively and providing professional advice. This is essential for professional development and enhancement of improvement in the sales of the organization, as well as organization performance (Rahimic, & Ustovic 2012). Interview Preparation The Questions Interview preparation process involves the formulation of clear, open, and unambiguous questions, which are aimed at eliciting a response from the candidate in order to gather substantial information (Briggs, & Murphy 2011). These questions are directly related to the position requirements and responsibilities and they focus on determining whether the candidate has the potential of meeting the selection criteria. The members of the interview panel have to agree on the interview questions in order to create harmony on the interview process and attain success by completing the interview within the stipulated time frame (Shank 2012). The Location The location of an interview contributes significantly towards the success of an interview process (Hyo-Jeong SoSeow 2009). Location refers to the interview venue, which in most organizations it can be a boardroom or a meeting room, which provides privacy of being free from interruptions and distractions for the interview process. The venue should have adequate facilities, which create a formal setting for effective interactions of all parties involved in the interview process. Some of the essential requirements include access to water and suitable room temperature, which aids in attainment of human comfort (Hyo-Jeong SoSeow 2009). Advising Candidates Candidates may often panic during the interview process in case they are not informed of the same in advance (Armstrong 2009). Therefore, there is a need of ensuring that candidates get prior notices of the interview including the time and location where the interview will take place. This includes a notice of the requirements for the interview process. This creates a room for ensuring that candidates are ready and the panel has the ability to gather substantial information from the candidates. Interview Introduction One of the significant steps in the interview process is the introduction (Lump 2010). This is because the introduction assists in relaxing candidates and setting the interview scene. This ensures that candidates are not nervous and they have the ability to respond to questions in a concise and clear manner. A sample introduction for an interview would be: Welcome to ANZ Bank and I thank you all for availing yourself for today’s interview on Senior Personal Banker. My name is Alison, Human Resource Manager of ANZ Bank and I am accompanied by my colleagues Emily Woods ANZ Bank Branch Manager, John Richards Regional Director of ANZ Bank, and Paul Stephen HR Consultant. Feel free and take your seats. Today’s interview is expected to last for one hour. We encourage you to be thorough in your thoughts and participate effectively in the interview process. If you have questions you may ask, if there are no questions we can commence this noble task. Interview Conclusion In order to end the interview process, the panel has to be satisfied that it is gathered adequate information from the candidates, which will warrant making an effective assessment. As such, the candidate should either provide or not be able to provide sufficient information for assessment. Further, the candidate should be not left hanging such that they have more information, which they need to provide, but they were not asked for such information. This indicates that the conclusion should provide a chance for summarizing interview process with a friendly statement. A sample conclusion would be: Well that ends our formal questions for this position do you have additional on the information you have provided or is there a question you would like us to answer. From here, referees will be contacted and a recommendation made to the National Director with regard to the appointment. You will obtain a feedback regarding this interview process very soon. Thank you once more for taking part in this interview process and I wish you good luck. Non Verbal Cues During the interview process, the panel will note non-verbal cues, which include responses based on body movements, tone, and eye contact. Hidden issues will be identified and explored. These issues could also form a platform for further interaction with referees for the candidates. Interview Guide Candidates Name: Panel Members Name: Relevant Experience Introduction of candidates and confirmation of the process of candidates interviewing Candidates are welcome Introduction of panel members Reaffirm candidature position requirements Advising candidates on the process of interview Asking candidates for queries prior to interview process commencement Experience Review Can you discuss your experience as a senior personal banker with the panel? What was the interesting part of your responsibilities? Do you have project outcomes, which you are proud of? Why are you interested in this role? Behavioral Questions 1. Can you provide the panel with an example of a successful leadership activity you engaged in your job roles? 2. Have you ever being involved in making of presentations for an organization in conferences or any other related areas? 3. Share with us how you develop, manage, and motivate others in order to attain the desired goals? 4. Describe how you plan your sales targets and how you manage to achieve such targets? 5. Describe your weakness and strengths as it relates to communication skills? 6. What are your technical skills and what are your strengths and weaknesses on the same? 7. Why do you think customers are important to an organization? 8. Have you ever contributed to satisfaction or dissatisfaction of customers? Kindly explain. Overview Action Result Qualifications Yes No Comments Licenses Education Certificates (Degree and Diploma) Professional Certificates Technical Skills Certificates The candidate is requested to nominate at least three referees with one as a current manager Current Manager Referee Referee Name: Position held currently: Duration of interaction with the candidate: Name: Position held currently: Duration of interaction with the candidate: Name: Position held currently: Duration of interaction with the candidate: Final Questions Do you think you have additional information, which you can provide to the panel that was not provided during the interview process? Do you some questions for the panel? Final Note Advising the candidate of the approximate time, which will take the candidate to get a feedback of the interview process. 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GALLAGHER, K, KAISER, K, SIMON, J, BEATH, C, & GOLES, T, 2010, 'The Requisite Variety of Skills for IT Professionals', Communications Of The ACM, 53, 6, pp. 144-148, Business Source Complete, EBSCOhost, viewed 22 August 2012. Lumb, A, Homer, M, & Miller, A, 2010, 'Equity in interviews: do personal characteristics impact on admission interview scores?', Medical Education, 44, 11, pp. 1077-1083, Academic Search Premier, EBSCOhost, viewed 22 August 2012. NeoSea, 2011. Senior Personal Banker Vacancy at ANZ Bank Australia. Available at < http://australiajobspoint.blogspot.com/2011/12/senior-personal-banker-vacancy-at-anz.html>. Rahimic, Z, & Ustovic, K, 2012, 'CUSTOMER SATISFACTION AS A KEY FACTOR IN BUILDING AND MAINTAINING COMPETITIVE ADVANTAGES OF COMPANIES', Problems Of Management In The 21St Century, 3, pp. 91-105, Business Source Complete, EBSCOhost, viewed 22 August 2012. 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