Ref05ABCCoCoreCompetenciesBehaviouralandRolespecific.docx

1、Ref05ABCCoCoreCompetenciesBehaviouralandRolespecificLiving the Sixth Sense of BusinessABC Core CompetenciesThe behaviours and values that everyone is expected to display in their day-to-day workABC Role Specific Competencies Key behaviours and skills which are common to a number of roles across the

2、organisation depending on the role accountabilities. Managing Client Relationships Applying Knowledge and Skills to Deliver Client Insight Business and Commercial Acumen Delivering Successful Projects Working Effectively in Global and Multi-Cultural Environments Effective People Management and Motiv

3、ational Leadership Thought Leadership Strategic Visioning and ImplementationWhat are competencies? Competencies are a mixture of knowledge, skills and attitude which provide a clear description in simple language of what a person needs to be able to do to carry out his or her job effectively.They ca

4、n help to: - enable individuals to understand more clearly what is required of them- become more aware of their strengths and development needs- enable to organisation to ensure that it has the right people doing the right jobsCore competenciesThese are behaviours and values which we expect everybod

5、y to display. They are vital to maintain and build our business; they are important in establishing how we work together, how we treat and respect each other. Five core competencies have been identified:Committed to Service Excellence and Added ValueWorking Together across the BusinessMaking a Perso

6、nal Impression and ImpactAchieving ResultsContinually Improving and InnovatingFor each of these competencies we have identified clear indicators of what is expected, what outstanding performance would look like and how we would recognise poor or unacceptable performance. By establishing these indica

7、tors employees and managers will have a common understanding of what is expected. This will not only help us to improve the way we do business but will also ensure greater fairness and consistency for assessing individual performance. Role specific competenciesIn addition to these competencies, ther

8、e are also role specific competencies. These are competencies of which some will apply to you and some will not it depends on your role. In the performance review process, individuals will be asked to choose a number which are most relevant or important to them and agree these with their line manage

9、r. These will form part of the appraisal discussion. Each role specific competency is split into different levels which reflect the degrees of expertise in their particular area.Core CompetenciesDefinitionPageCommitted to Service Excellence and Added ValueProactively meets and exceeds the needs of b

10、oth internal and external customers, going beyond expectations.4Working Together across the BusinessContributes effectively to organisational vision through teamwork, employing open communication channels and sharing information to achieve a common objective.5Making a Positive Impression and ImpactB

11、uilds support, commitment and respect from others by demonstrating professionalism, integrity and expertise.6Achieving ResultsDrives self and others to achieve results and surpass goals by setting high standards of performance.7Continually Improve and InnovateGoes the extra mile to develop self and

12、innovatively create competitive advantage.8Role Specific CompetenciesDefinitionPageManaging Client RelationshipsIdentifies and builds an active network of internal and external relationships/accounts, managing delivery, retention and growth.10Applying Knowledge and Skills to Deliver Client InsightMa

13、kes use of varied information sources and analytical skills to create insights tailored to the clients needs.11Business and Commercial AcumenDemonstrates understanding of the business and commercial environment to exploit opportunities and promote profitability.12Delivering Successful ProjectsPartic

14、ipates in and/or leads successful projects, including the ability to balance conflicting priorities and manage resources.13Working Effectively in Global and Multi-Cultural EnvironmentsDemonstrates understanding and respect of other cultures to work in partnership to enhance client solutions and achi

15、eve best value for clients.14Effective People Management and Motivational LeadershipEstablishes expectations, accountabilities, purpose and vision, and creates an environment where others can achieve optimal performance16Thought LeadershipActively leads and promotes a culture to turn todays possibil

16、ities into tomorrows capabilities17Strategic Visioning and ImplementationCreates the future direction for the company, drives the business forward to achieve long term goals and effectively ensures achievement of business results18Core CompetenciesCommitted to Service Excellence and Added ValueProac

17、tively meets and exceeds the needs of both internal and external customers, going beyond expectationsExpectedHigher Takes a proactive, positive interest in clients needs and business and industry / function Actively works in partnership with clients to achieve their aims; adopts their vision Initiat

18、es client contact and develops rapport to build and maintain long term client relationships Consistently produces a high quality of professional work Responds to queries / requests promptly; provides ongoing and accurate feedback Ensures requests are followed through to completion; responds even if

19、answer is not immediately available Clarifies client needs and manages client expectations; does not make assumptions Is dependable; client knows the results will be produced / delivered Views own output from clients perspective Recognises that every client is different, looks at each project / task

20、 with a fresh approach Obtains both internal and external client feedback and actively uses this to form improvements to service Always aims to exceed clients expectations and anticipates clients needs Explores new ways of working that offer a better service to clients Uses experience and knowledge

21、to anticipate issues / obstacles Prepared to challenge the requests of the client when own experiences / knowledge supports an alternative solution Is able to say no for the right reasons Uses lateral thinking to enable client to see the broader context / fresh perspective Recognises the changing na

22、ture / needs of customer businesses and devises approaches to exceed their needs Encourages others to go beyond internal and external client expectationsNegative Behaviours Fails to respond promptly to client requests Does not listen; is unresponsive / unhelpful / inflexible Passes things back to th

23、e client without taking ownership Only provides information / data without assessing needs of the client Copies previous work e.g. proposals without giving it added thought Produces low quality output Oversells, over-promises to client Does not make recommendationsWorking Together across the Busines

24、sContributes effectively to organisational vision through teamwork, employing open communication channels and sharing information to achieve a common objectiveExpectedHigher Works collaboratively with others to meet client needs, giving support when needed Networks across the business to develop str

25、ong and productive teamworking relationships / business solutions Builds productive and co-operative teamworking relationships with colleagues Proactively shares own skills, knowledge and ideas Actively participates in and contributes to team activities Takes responsibility for own actions Encourage

26、s and actively seeks the views of others on ways to approach tasks / resolve problems Understands impact of own work or behaviour on colleagues / other areas of the business Respectful of the time and expertise of others Appreciates the work of others , giving credit where due Challenges behaviours

27、that undermine diversity Ensures a two way flow of information / communication; passes information on quickly and widely Supports open and thorough communication across the business Recognised as a team player who takes responsibility, provides unsolicited assistance and shares recognition and credi

28、t with others Creates a teamworking environment that encourages and empowers co-operation and teamwork Actively looks for ways to connect / partner with other areas across the business e.g. across geographies, divisions, sectors; thinks as part of a Global group Employs a wide range of styles and ap

29、proaches to suit different situations / audiences Readily works on joint initiatives and projects to provide an integrated offering to clients Challenges organisational culture, policies and procedures that are barriers to collaborative working Understands team dynamics; builds constructive and effe

30、ctive relationships Effectively resolves stress/ambiguity/conflict between individuals/teams Communicates to others a sense of team as being ABC Worldwide Shares ideas to ensure a common vision for clientsNegative Behaviours Works in a vacuum; only focuses on own needs / requirements Does not think

31、beyond the boundaries of own department Makes commitments or promises on behalf of others without consulting them Is disinterested in team goals; fails to contribute / co-operate Puts own local interest first rather than groups interest Competes with others in company / group Blames others when things do not go wellMaking a Positive Impression and ImpactBuilds support, commitment and respect from others by demonstrating professionalism, integrity and expertise.ExpectedHigher Is proficient and knowledgeable in own professional area and takes pride in own