A influência das soft skills na atuação do gestor: estudo sobre a percepção dos profissionais na agência Calhau, do Banco do Nordeste, em São Luís/MA

Abstract

Soft skills are characteristics associated with an individual's personality, considered relevant to compose the profile of a qualified professional, they improve job performance. Given their importance, financial institutions need to understand the relevance of these soft skills in the performance of bank managers. In addition, during the hiring process, these managers need to identify these soft skills in candidates in order to find out which ones have characteristics required for the available positions. However, identifying these characteristics is a difficult task, as it requires knowing an individual and his behavior for a while. It also usually requires efforts such as interviews and recommendations, with a lack of automatic approaches being observed in this context. This dissertation proposes the identification of the main soft skills according to the perception of bank managers. Such research had as main objective to identify the importance of soft skills in a financial institution, and how the performance is perceived by bank managers. To achieve the research objective, a bibliographic and documentary research investigation procedure was adopted, in addition to the application of questionnaires and interviews with its main managers. The results indicate that the metrics to identify the soft skills demonstrate that the manager has a fundamental role in the development and satisfaction of its employees.