Traits

Definition

Behavioral Indicators

Reference Interview Questions

Expected Response

Q1: Problem can be related to teams, dealing with irate customer or boss.The response must be
logical and well thought.

Leadership

Understands business opportunities, takes risks and

Passionate, Go-getter, Focused,
right decisions, takes complete ownership of work, is
Quick, Risk -taker, Takes right
passionate about work and is ready to go an extra mile
decisions
to get things done

1. Tell me about a problem that youve solved in a unique or unusual way. What was the outcome? Were you happy or satisfied
with it?
2.
There is a critical situation and a decision has to be taken without consulting your seniors. What will you do in such a situation ?
3. Have you ever made a decision that involved risk? Why was it risky?
4. An FE comes up to you complaining about the biased approach that the ATL/ TL has towards him. He says that the ATL
knowingly sends him with shipments to be delivered on a longer route & hence he is unable to earn incentives. What will you
do?
5. Have you ever led a team? What was the size of the team?What were the challenges in getting tasks done?
6. There is a sudden increase in the number of shipments to be delivered. How would you go about communicating this to the
team & making sure that the targets are met.

Q2: If such a situation had come in the past, what was the best resolution then. In case it is a
new problem, the person must take into consideration all pros and cons and arrive at logical/
ethical conclusion keeping organization goals in mind
Q3: Yes. Example can be from personal life/ work related but not of very high impact.
Q4: Validate the concern. If found valid talk to the ATL/ TL for resolution.Talk to the FE for
feedback whether the issue has been resolved or not.
Q5: ATL - Led a sports team in school/ college. Led a project in college.TL - Led a team of 4
people. Station Manager - Led a team of 10 people
Q6: Discuss the scenario with the team & ask for their input. Based on the inputs & your own
understanding, prepare a plan to allocate responsibilities. If required stretch the timings &
deliver shipments yourself.

Q1: He should have been an active member with ownership and should have built relationships
ethically to get his work done

Collaboration

Partners with external & internal stakeholders to

establish win-win relationships, has a strong people
connect

Cooperative, Manages Conflict,

Courteous, Accessible, Responsive,
Motivates

1. Describe a time that you demonstrated the ability to be an effective team member
2. Describe a situation where others you were working with on a project disagreed with your ideas. What did you do?
3. Describe any such situation that you faced where your team member's performance was continuously not up to the mark.
How did you deal with the situation? What was the outcome?
4. There is a member in your team who is a very good performer but his behaviour is erratic & recently he has been behaving
very rudely with everybody. Despite all this his performance is good. What would you do in such a situation?
5. Two of your team members dont get along well, whereas they need to work together. What would you do in such a
situation?

Q2: Heard their disagreement. Thought logically. Put his point ahead in case he was convined
that he is correct and that is the best idea and tried convincing others. Also, changed his mind
in case he realized that his idea wasn't the best without getting ego in between
Q3: Talk to the team member. Understand his challenges. Help him improve in his weak areas.
Give regular feedback for improvement
Q4: The right approach in this situation would be to talk to the person & understand the reason
for his behaviour. Give him feedback as to how his behaviour is impacting everyone. Assist him
if needed at the personal level.
Q5: Talk to both members separately & understand the problem. Confront & Resolve

Process Orientation

Accomplishes tasks by considering all areas involved,

accurately checks and follows processes and tasks

Understands processes, Adheres to

processes, Structured

Q1: He must talk about the Key SLA's

1. What are Ops SLA's ? How important are these?
2. What is most important responsibility apart from the Ops SLAs?
Q2: Cost Optimization
3. If you have a COD amount and there is personal urgency of money and you can give the amount back in 2 days. What will you
do in such a situation ?
Q3: No, that's ethically incorrect

Analytical Thinking

Arrives at alternative solutions by analysing facts and

current situation, with customer as the focal point

Logical, Thinks out of the box

1. How will you manage a situation when you have less manpower and a sudden surge in volumes?
2. Suddenly there are a lot of customer complaints for your DC. What would you do about it?

People Development

Uses flexible interpersonal style to help build a skilled

team and also facilitates the completion of team goals

Encouraging, Inspiring, Supportive,

Approachable

1. What action you will take if you note that the performance / productivity of a FE is very low?
2. What have been the greatest obstacles you have faced in building/growing a team?
3. What has been your greatest people development achievement in a professional environment? Talk through the steps you
took to reach it.

Q1: Arrange manpower from the nearest DC and give them extra allowance for the same. Tell
the current manpower in the DC to come for extra shifts and they will be paid for the same
Q2: Analyze the complaints. Find out the root cause. Eliminate the root cause by either taking
actions that can be taken at your level locally or escalating & coordinating with the concerned
stakeholder for resolution.
Q1: Speak to the FE find out the issues, switch the route one of the best FE's and see the
performance. If required personally travel along with the FE for a couple of days on the route.
Q2: The people who don't have the zeal to grow, learn and change their working style are very
difficult to deal with
Q3: Gave the people opportunity to lead a project, people in the team got promoted, there was
an increase in the span of control

Job Knowledge

Relevant Experience, learnability

Understands the role, Has relevant

work experience

1. What would you do to improve your daily work management at your DC?
2. How many routes should a FE know ?

Q1: Create a disciplined and friendly environment, have more employee engagement activities
Q2: 2 or more