Ref05ABCCoCoreCompetenciesBehaviouralandRolespecific.docx

Ref05ABCCoCoreCompetenciesBehaviouralandRolespecific.docx

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Ref05ABCCoCoreCompetenciesBehaviouralandRolespecific

LivingtheSixthSenseofBusiness

ABCCoreCompetencies

Thebehavioursandvaluesthateveryoneisexpectedtodisplayintheirday-to-daywork

ABCRoleSpecificCompetencies

Keybehavioursandskillswhicharecommontoanumberofrolesacrosstheorganisationdependingontheroleaccountabilities.

▪ManagingClientRelationships

▪ApplyingKnowledgeandSkillstoDeliverClientInsight

▪BusinessandCommercialAcumen

▪DeliveringSuccessfulProjects

▪WorkingEffectivelyinGlobalandMulti-CulturalEnvironments

▪EffectivePeopleManagementandMotivationalLeadership

▪ThoughtLeadership

▪StrategicVisioningandImplementation

Whatarecompetencies?

Competenciesareamixtureofknowledge,skillsandattitudewhichprovideacleardescriptioninsimplelanguageofwhatapersonneedstobeabletodotocarryouthisorherjobeffectively.

Theycanhelpto:

-enableindividualstounderstandmoreclearlywhatisrequiredofthem

-becomemoreawareoftheirstrengthsanddevelopmentneeds

-enabletoorganisationtoensurethatithastherightpeopledoingtherightjobs

Corecompetencies

Thesearebehavioursandvalueswhichweexpecteverybodytodisplay.Theyarevitaltomaintainandbuildourbusiness;theyareimportantinestablishinghowweworktogether,howwetreatandrespecteachother.Fivecorecompetencieshavebeenidentified:

CommittedtoServiceExcellenceandAddedValue

WorkingTogetheracrosstheBusiness

MakingaPersonalImpressionandImpact

AchievingResults

ContinuallyImprovingandInnovating

Foreachofthesecompetencieswehaveidentifiedclearindicatorsofwhatisexpected,whatoutstandingperformancewouldlooklikeandhowwewouldrecognisepoororunacceptableperformance.

Byestablishingtheseindicatorsemployeesandmanagerswillhaveacommonunderstandingofwhatisexpected.Thiswillnotonlyhelpustoimprovethewaywedobusinessbutwillalsoensuregreaterfairnessandconsistencyforassessingindividualperformance.

Rolespecificcompetencies

Inadditiontothesecompetencies,therearealsorolespecificcompetencies.Thesearecompetenciesofwhichsomewillapplytoyouandsomewillnot–itdependsonyourrole.

▪Intheperformancereviewprocess,individualswillbeaskedtochooseanumberwhicharemostrelevantorimportanttothemandagreethesewiththeirlinemanager.Thesewillformpartoftheappraisaldiscussion.

▪Eachrolespecificcompetencyissplitintodifferentlevelswhichreflectthedegreesofexpertiseintheirparticulararea.

CoreCompetencies

Definition

Page

CommittedtoServiceExcellenceandAddedValue

Proactivelymeetsandexceedstheneedsofbothinternalandexternalcustomers,goingbeyondexpectations.

4

WorkingTogetheracrosstheBusiness

Contributeseffectivelytoorganisationalvisionthroughteamwork,employingopencommunicationchannelsandsharinginformationtoachieveacommonobjective.

5

MakingaPositiveImpressionandImpact

Buildssupport,commitmentandrespectfromothersbydemonstratingprofessionalism,integrityandexpertise.

6

AchievingResults

Drivesselfandotherstoachieveresultsandsurpassgoalsbysettinghighstandardsofperformance.

7

ContinuallyImproveandInnovate

Goestheextramiletodevelopselfandinnovativelycreatecompetitiveadvantage.

8

RoleSpecificCompetencies

Definition

Page

ManagingClientRelationships

Identifiesandbuildsanactivenetworkofinternalandexternalrelationships/accounts,managingdelivery,retentionandgrowth.

10

ApplyingKnowledgeandSkillstoDeliverClientInsight

Makesuseofvariedinformationsourcesandanalyticalskillstocreateinsightstailoredtotheclients’needs.

11

BusinessandCommercialAcumen

Demonstratesunderstandingofthebusinessandcommercialenvironmenttoexploitopportunitiesandpromoteprofitability.

12

DeliveringSuccessfulProjects

Participatesinand/orleadssuccessfulprojects,includingtheabilitytobalanceconflictingprioritiesandmanageresources.

13

WorkingEffectivelyinGlobalandMulti-CulturalEnvironments

Demonstratesunderstandingandrespectofotherculturestoworkinpartnershiptoenhanceclientsolutionsandachievebestvalueforclients.

14

EffectivePeopleManagementandMotivationalLeadership

Establishesexpectations,accountabilities,purposeandvision,andcreatesanenvironmentwhereotherscanachieveoptimalperformance

16

ThoughtLeadership

Activelyleadsandpromotesaculturetoturntoday’spossibilitiesintotomorrow’scapabilities

17

StrategicVisioningandImplementation

Createsthefuturedirectionforthecompany,drivesthebusinessforwardtoachievelongtermgoalsandeffectivelyensuresachievementofbusinessresults

18

CoreCompetencies

CommittedtoServiceExcellenceandAddedValue

Proactivelymeetsandexceedstheneedsofbothinternalandexternalcustomers,goingbeyondexpectations

Expected

Higher

∙Takesaproactive,positiveinterestinclients’needsandbusinessandindustry/function

∙Activelyworksinpartnershipwithclientstoachievetheiraims;adoptstheirvision

∙Initiatesclientcontactanddevelopsrapporttobuildandmaintainlongtermclientrelationships

∙Consistentlyproducesahighqualityofprofessionalwork

∙Respondstoqueries/requestspromptly;providesongoingandaccuratefeedback

∙Ensuresrequestsarefollowedthroughtocompletion;respondsevenifanswerisnotimmediatelyavailable

∙Clarifiesclientneedsandmanagesclientexpectations;doesnotmakeassumptions

∙Isdependable;clientknowstheresultswillbeproduced/delivered

∙Viewsownoutputfromclient’sperspective

∙Recognisesthateveryclientisdifferent,looksateachproject/taskwithafreshapproach

∙Obtainsbothinternalandexternalclientfeedbackandactivelyusesthistoformimprovementstoservice

∙Alwaysaimstoexceedclients’expectationsandanticipatesclients’needs

∙Exploresnewwaysofworkingthatofferabetterservicetoclients

∙Usesexperienceandknowledgetoanticipateissues/obstacles

∙Preparedtochallengetherequestsoftheclientwhenownexperiences/knowledgesupportsanalternativesolution

∙Isabletosay‘no’fortherightreasons

∙Useslateralthinkingtoenableclienttoseethebroader

context/freshperspective

∙Recognisesthechangingnature/needsofcustomerbusinessesanddevisesapproachestoexceedtheirneeds

∙Encouragesotherstogobeyondinternalandexternalclientexpectations

NegativeBehaviours

☒Failstorespondpromptlytoclientrequests

☒Doesnotlisten;isunresponsive/unhelpful/inflexible

☒Passesthingsbacktotheclientwithouttakingownership

☒Onlyprovidesinformation/datawithoutassessingneedsoftheclient

☒Copiespreviousworke.g.proposalswithoutgivingitaddedthought

☒Produceslowqualityoutput

☒Oversells,over-promisestoclient

☒Doesnotmakerecommendations

WorkingTogetheracrosstheBusiness

Contributeseffectivelytoorganisationalvisionthroughteamwork,employingopencommunicationchannelsandsharinginformationtoachieveacommonobjective

Expected

Higher

∙Workscollaborativelywithotherstomeetclientneeds,givingsupportwhenneeded

∙Networksacrossthebusinesstodevelopstrongandproductiveteamworkingrelationships/businesssolutions

∙Buildsproductiveandco-operativeteamworkingrelationshipswithcolleagues

∙Proactivelysharesownskills,knowledgeandideas

∙Activelyparticipatesinandcontributestoteamactivities

∙Takesresponsibilityforownactions

∙Encouragesandactivelyseekstheviewsofothersonwaystoapproachtasks/resolveproblems

∙Understandsimpactofownworkorbehaviouroncolleagues/otherareasofthebusiness

∙Respectfulofthetimeandexpertiseofothers

∙Appreciatestheworkofothers,givingcreditwheredue

∙Challengesbehavioursthatunderminediversity

∙Ensuresatwowayflowofinformation/communication;passesinformationonquicklyandwidely

∙Supportsopenandthoroughcommunicationacrossthebusiness

∙Recognisedasateamplayerwhotakesresponsibility,providesunsolicitedassistanceandsharesrecognitionandcreditwithothers

∙Createsateamworkingenvironmentthatencouragesandempowersco-operationandteamwork

∙Activelylooksforwaystoconnect/partnerwithotherareasacrossthebusinesse.g.acrossgeographies,divisions,sectors;thinksaspartofaGlobalgroup

∙Employsawiderangeofstylesandapproachestosuitdifferentsituations/audiences

∙Readilyworksonjointinitiativesandprojectstoprovidean‘integrated’offeringtoclients

∙Challengesorganisationalculture,policiesandproceduresthatarebarrierstocollaborativeworking

∙Understandsteamdynamics;buildsconstructiveandeffectiverelationships

∙Effectivelyresolvesstress/ambiguity/conflictbetweenindividuals/teams

∙Communicatestoothersasenseofteamasbeing‘ABCWorldwide’

∙Sharesideastoensureacommonvisionforclients

NegativeBehaviours

☒Worksinavacuum;onlyfocusesonownneeds/requirements

☒Doesnotthinkbeyondtheboundariesofowndepartment

☒Makescommitmentsorpromisesonbehalfofotherswithoutconsultingthem

☒Isdisinterestedinteamgoals;failstocontribute/co-operate

☒Putsownlocalinterestfirstratherthangroup’sinterest

☒Competeswithothersincompany/group

☒Blamesotherswhenthingsdonotgowell

MakingaPositiveImpressionandImpact

Buildssupport,commitmentandrespectfromothersbydemonstratingprofessionalism,integrityandexpertise.

Expected

Higher

∙Isproficientandknowledgeableinownprofessionalareaandtakesprideinown