Soft skills for today's job: which ones important in hiring decisions for frontline employees of private commercial banks in Kazakhstan

Abstract

his work was aimed to answer the question of which clusters of soft skills are more important than others in making employment decisions for advanced employees of private commercial banks in Kazakhstan. It was studied the frontline managers who are engaged in determining the needs of customers, their level and orientation, meet with clients, convince clients of the profitability of the offer, offer draft contracts for discussion and approval, participates in the work on resolving disputes, and concludes contracts on behalf of the company, offers clients ways to resolve issues that were not agreed during the negotiations, and issues that arose after the commission of legally significant actions. The thesis consists of two stages and it was purposed 14 hypotheses. The method of probabilistic sampling methods, namely cluster sampling was used. The total number of respondents - 43, employees of banks on the decision-making of new frontline managers. The methodology of this work includes, for the first stage, «Brainstorming» with «KJ method», types of «Collective expert assessments», for the second stage, «Individual expert assessments», namely, a questionnaire. According to the results of this study, 3 hypotheses out of 14 were confirmed: Hypothesis 1. «Stress tolerance» is one of the top-3 critically needed clusters in hiring decisions for frontline employees of private commercial banks in Kazakhstan. iiiHypothesis 5. «Analytics» is one of the top-3 critically needed clusters in hiring decisions for frontline employees of private commercial banks in Kazakhstan. Hypothesis 7. «Communication» is one of the top-3 critically needed clusters in hiring decisions for frontline employees of private commercial banks in Kazakhstan. According to the results of the study, it was noted that recruiters and hiring managers in Kazakhstan are more likely to choose stress-resistant employees who can cope with pressure( tension), manage conflicts, resolve conflicts, who can work in adverse situations, those who can cope with difficulties, cope with stress, solve problems and, finally, with good self-control.