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This study aims to identify the list of generic competencies essential for customer relationship specialists at a specific Vietnam comercial bank in Mekong Delta Region. Generic competencies is identified through a cluster of knowledge, skills, attitudes or other personal characteristics (motives, traits, self-image, desire, and etc) which are critical to the production of a quality output. Based on the perception of 420 customer relationship specialists working in numerous Mekong Delta provinces, the results determine eight essential generic competencies (Professional expertise, Communication, Leadership, Team work, Problem Solving, Customer Orientation, Results orientation, Innovation spirit) and they measured by 35 necessary behaviors. The relevant behaviours as well as the level of importance and necessity of each competency are discussed in more details. The analysis results also affirm that there is an existence of generic competencies towards customer relationship specialists and the essential levels of generic competencies only differ in specialized field, position, seniority and operation area.

Generic Competency Development in Vietnam Context: A Practical Research in Banking Sector