Living the Sixth Sense of Business
ABC Core Competencies
The behaviours and values that everyone is expected to display in their day-to-day work
Committed to Service Committed to Service
Excellence and Added Excellence and Added ValueValuebyby
Continually Striving to Continually Striving to
Working CollaborativelyWorking CollaborativelyImprove and InnovateImprove and Innovate across the Businessacross the Business
and displayingand displaying whilewhile
AchievingAchievingPersonal CredibilityPersonal Credibility ResultsResultsand Impactand Impact
with the with the
outcome ofoutcome of
ABC Role Specific Competencies
Key behaviours and skills which are common to a number of roles across the organisation depending on the role accountabilities. ； Managing Client Relationships ； Effective People Management and Motivational
Leadership ； Applying Knowledge and Skills to Deliver Client Insight
； Thought Leadership ； Business and Commercial Acumen
； Strategic Visioning and Implementation ； Delivering Successful Projects
； Working Effectively in Global and Multi-Cultural Environments
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What 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 can 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 jobs
Core competencies
These are behaviours and values which we expect everybody 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 VALUE
WORKING TOGETHER ACROSS THE BUSINESS
MAKING A PERSONAL IMPRESSION AND IMPACT
ACHIEVING RESULTS
CONTINUALLY IMPROVING AND INNOVATING
For 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 indicators 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 competencies
In addition to these competencies, there 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 manager. 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 Competencies Definition Page
Committed to Service Excellence and Added Value Proactively meets and exceeds the needs of both internal and external customers, going 4
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beyond expectations.
Working Together across the Business Contributes effectively to organisational vision through teamwork, employing open 5
communication channels and sharing information to achieve a common objective.
Builds support, commitment and respect from others by demonstrating professionalism, 6 Making a Positive Impression and Impact integrity and expertise.
Achieving Results Drives self and others to achieve results and surpass goals by setting high standards of 7
performance.
Continually Improve and Innovate Goes the extra mile to develop self and innovatively create competitive advantage. 8
Role Specific Competencies Definition Page Managing Client Relationships Identifies and builds an active network of internal and external relationships/accounts, 10
managing delivery, retention and growth.
Applying Knowledge and Skills to Deliver Client Insight Makes use of varied information sources and analytical skills to create insights tailored to 11
the clients’ needs.
Demonstrates understanding of the business and commercial environment to exploit 12 Business and Commercial Acumen opportunities and promote profitability.
Delivering Successful Projects Participates in and/or leads successful projects, including the ability to balance conflicting 13
priorities and manage resources.
Working Effectively in Global and Multi-Cultural Demonstrates understanding and respect of other cultures to work in partnership to 14 Environments enhance client solutions and achieve best value for clients.
Effective People Management and Motivational Establishes expectations, accountabilities, purpose and vision, and creates an 16 Leadership environment where others can achieve optimal performance
Actively leads and promotes a culture to turn today’s possibilities into tomorrow’s Thought Leadership 17 capabilities
Creates the future direction for the company, drives the business forward to achieve long Strategic Visioning and Implementation 18 term goals and effectively ensures achievement of business results
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CORE COMPETENCIES
Committed to Service Excellence and Added Value
Proactively meets and exceeds the needs of both internal and external customers, going beyond expectations
Expected Higher
; Takes a proactive, positive interest in clients’ needs and business and industry / ; Always aims to exceed clients’ expectations and anticipates clients’ needs
function ; Explores new ways of working that offer a better service to clients ; Actively works in partnership with clients to achieve their aims; adopts their vision ; Uses experience and knowledge to anticipate issues / obstacles ; Initiates client contact and develops rapport to build and maintain long term client ; Prepared to challenge the requests of the client when own experiences / relationships knowledge supports an alternative solution ; Consistently produces a high quality of professional work ; Is able to say ‘no’ for the right reasons
; Responds to queries / requests promptly; provides ongoing and accurate ; Uses lateral thinking to enable client to see the broader feedback context / fresh perspective ; Ensures requests are followed through to completion; responds even if answer is ; Recognises the changing nature / needs of customer businesses and devises not immediately available approaches to exceed their needs ; Clarifies client needs and manages client expectations; does not make ; Encourages others to go beyond internal and external client expectations assumptions
; Is dependable; client knows the results will be produced / delivered
; Views own output from client’s perspective
; Recognises that every client is different, looks at each project / task with a fresh
approach
; Obtains both internal and external client feedback and actively uses this to form
improvements to service
; Fails to respond promptly to client requests Negative Behaviours
; Does not listen; is unresponsive / unhelpful / inflexible
; Passes things back to the 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 recommendations
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Working Together across the Business
Contributes effectively to organisational vision through teamwork, employing open communication channels and sharing information to achieve a common objective
Expected Higher
; Works collaboratively with others to meet client needs, giving support when ; Recognised as a team player who takes responsibility, provides unsolicited
needed assistance and shares recognition and credit with others ; Networks across the business to develop strong and productive teamworking ; Creates a teamworking environment that encourages and empowers co-operation
relationships / business solutions and teamwork
; Builds productive and co-operative teamworking relationships with colleagues ; 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 ; Proactively shares own skills, knowledge and ideas
; Employs a wide range of styles and approaches to suit different situations / ; Actively participates in and contributes to team activities audiences ; Takes responsibility for own actions ; Readily works on joint initiatives and projects to provide an ‘integrated’ offering to ; Encourages and actively seeks the views of others on ways to approach tasks / clients resolve problems ; Challenges organisational culture, policies and procedures that are barriers to ; Understands impact of own work or behaviour on colleagues / other areas of the collaborative working business ; Understands team dynamics; builds constructive and effective relationships ; Respectful of the time and expertise of others ; Effectively resolves stress/ambiguity/conflict between individuals/teams ; Appreciates the work of others , giving credit where due ; Communicates to others a sense of team as being ‘ABC Worldwide’ ; Challenges behaviours that undermine diversity ; Shares ideas to ensure a common vision for clients ; Ensures a two way flow of information / communication; passes information on
quickly and widely
; Supports open and thorough communication across the business
; Works in a vacuum; only focuses on own needs / requirements Negative Behaviours
; Does not think 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 group’s interest
; Competes with others in company / group
; Blames others when things do not go well
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Making a Positive Impression and Impact
Builds support, commitment and respect from others by demonstrating professionalism, integrity and expertise.
Expected Higher
; Demonstrates passion for own work; strives to achieve the best ; Is proficient and knowledgeable in own professional area and takes pride in own
work ; Willingly goes outside own comfort zone; recognises own strengths and abilities of
; Acts as a professional representative of the company in all dealings others
; Always delivers on a promise / agreement ; Regularly approached as a valuable source of knowledge and advice ; Is articulate and confident; demonstrates a positive ‘can do’ attitude ; Perceived as an expert internally and externally
; Has an opinion and expresses it ; Absorbs knowledge, insights and expertise to engender respect and inspire
confidence ; Gives constructive feedback / advice sensitively and appropriately; receives this in
the same way ; Exudes confidence / is self-confident at all times
; Able to adapt own communication style to each audience ; Consistently makes good and fair decisions
; Creates an open and regular channel of two-way communication ; Strives for the highest quality standards
; Displays sounds judgement in own decision making ; Demonstrates a sound knowledge of ABC, the industry and market trends ; Understands scope of own role and its context within the organisation ; Applies industry best practice to own area of work
; Supports and coaches others ; Keeps calm and motivates others in pressured situations ; Demonstrates a good knowledge of the company products and services ; Able to admit own mistakes and take positive steps to rectify these ; Demonstrates a desire to learn and improve professional competence and
knowledge, by following appropriate self-development or training
; Does not think about the consequences of own actions Negative Behaviours
; Shows disrespect or is insensitive to others
; Displays poor time management
; Unwilling to adapt / move with change, innovate or improve
; Does not take responsibility for own actions
; Makes no contributions at meetings
; Says one thing, does another
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Achieving Results
Drives self and others to achieve results and surpass goals by setting high standards of performance.
Expected Higher
; Plans work to ensure delivery is on time to the right standard of quality ; Sets a high standard of performance for others to follow. ; Sets own challenging targets and continuously seeks to exceed these ; Takes full ownership of a task, not deterred by internal issues ; Demonstrates how to prioritise work activities and when to focus on the key ; Retains composure under pressure; uses an appropriate balance of logic and
issues emotion to resolve issues
; Able to identify the key project / task problems and offer solutions ; Utilises the skills or expertise of others to achieve greater results ; Regularly checks changing priorities and redresses approach to take these into ; Actively takes into account financial considerations / results of projects / solutions
account ; Effectively identifies, confronts and overcomes problems to ensure successful
; Knows how and when to say ‘no’ positively completion even in complex, unique and changing circumstances ; Explores and evaluates alternatives before choosing the appropriate solution / ; Demonstrates ability to make effective decisions even with limited information
approach ; Exercises sound judgement in the absence of existing ; Chooses the right tools for the task e.g. uses appropriate statistical techniques policies / procedures
; Focuses on delivering the final result / product and takes pride in success ; Motivates others to think around the problem to provide solutions, ; Sees commitments / projects through to their conclusion; attains appropriate ; Helps others to achieve their goals closure ; Recognises the priority of global accounts over regional / country accounts ; Is cost aware and makes effective use of available resources
; Supports the team to get projects delivered, even when not personally
accountable for delivery
; Motivates and energises self to focus on the job even when under pressure or
when faced with setbacks / obstacles
; Over-promises, compromising quality, service and results Negative Behaviours
; Disorganised approach to work
; Fails to meet deadlines
; Blames others
; Creates a high pressure environment
; Places local / regional business needs over those of ABC globally
; Fails to resolve issues quickly
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Continually Improve and Innovate
Goes the extra mile to develop self and innovatively create competitive advantage.
Expected Higher
; Inquisitive attitude; questioning, challenging and modifying own thinking ; Be bold!
; Possesses a curiosity that drives a thirst for knowledge and the insight to ask the ; Breaks new ground to give ABC competitive advantage
right questions ; Creates an environment of continuous improvement and an environment in which ; Eager to try new things; embraces change / challenge others can excel
; Takes every opportunity to develop self, through formal and/or informal training or ; Uses knowledge of marketplace to identify development areas for self and team
learning ; Fosters an environment in which creativity and innovation can thrive ; Flexible and open to suggestions; accepts and evaluates suggestions / ideas ; Champions innovative projects; demonstrates commitment to business excellence without instant dismissal ; Shows willingness to commit resources to pursue innovative solutions ; Always seeks out inspiration; remains open-minded ; Encourages self and others to think laterally and innovatively e.g. brainstorming ; Goes the extra mile; demonstrates a high degree of initiative ; Works beyond traditional boundaries; willing to take risks and explore ideas ; Learns from previous experience and actively applies that knowledge ; Sees challenges as opportunities ; Actively seeks learning opportunities ; Develop self and others to ensure all are equipped with appropriate skills ; Constantly searches to increase knowledge and skills enhancement ; Looks to generate web-based solutions to create easy access for clients and ; Not afraid to ask questions; challenge the existing processes and assumptions colleagues
; Actively looks to simplify and improve processes and work without compromising ; Allows freedom for others to experiment and balances this against calculated quality acceptable risk
; Uses technology effectively and efficiently ; Supports others in all endeavours to find new approaches/innovative solutions ; Adapts to the changing work environment; displays positive attitude through
periods of change
; Resists training / development opportunities Negative Behaviours
; Thinks of problems rather than solutions
; Holds on to outdated skills / behaviours; does not push self to develop
; Accepts without questioning; does not challenge the status quo
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ROLE SPECIFIC COMPETENCIES
Managing Client Relationships
Level 1 – for those roles who interact directly with clients and deliver client work (internal or external) on a day-to-day basis Level 2 – for those roles who are responsible for ensuring the understanding, planning, managing and delivery of work/projects to meet agreed
client needs (internal and external) and for managing the day-to-day relationship
Level 3 – for those roles who are responsible for the overall client relationship, i.e. at a strategic/board level
Applying Knowledge and Skills to deliver Client Insight
Level 1 – for roles which carry out detailed technical analysis of data/information and creation of reports in response to client needs Level 2 – for roles which manage the analysis required to deliver against the client’s objectives
Level 3 – for roles which work with the client to identify the business issue and translate this into a tangible deliverable for ABC
Business and Commercial Acumen
Level 1 – for those roles which manage the financial/commercial elements of projects/business lines, including budgeting and forecasting
Level 2 – for roles which implement the commercial direction of a team / business unit and which need to respond to changes in the commercial environment
Level 3 – roles which decide the commercial direction of the business / business unit
Delivering Successful Projects
Level 1 – applicable to roles which have project management responsibility for small sized discrete projects Level 2 – for those roles which manage some small projects or a large project
Level 3 – for roles which have responsibility for programme management, integrating management of a number of projects or a programme
Working Effectively in Global and Multi-Cultural Environments
Level 1 – for those roles which work with colleagues across cultures, whether day-to-day or on specific projects Level 2 – for roles which involve regular working on global client accounts across a number of country locations Level 3 – for those roles which manage large global projects/accounts, or teams which are regularly involved in cross-cultural working
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Managing Client Relationships
Identifies and builds an active network of internal and external relationships/accounts, managing delivery, retention and growth.
Level 1 ; Treats relationships with clients as partnerships for delivering client objectives
; Manages the client relationship with honesty, openness and integrity
; Has a good personal rapport with the client
; Demonstrates empathy in all dealings with clients
; Creates effective communications channels with the client and proactively keeps in regular contact
; Seeks out input and buy-in from key stakeholders when making key decisions that will impact them
; Always follows up with client to create closure / resolution of outstanding issues
Level 2 ; Builds, develops and maintains long term mutually beneficial client relationships
; Draws in relevant colleagues from other business areas to address client needs; and improve client solutions
; Effectively manages and diffuses conflicts between different groups or individuals
; Anticipates future needs of the client
; Able to effectively position unfavourable situations to the client
; Supports and drives client through changes
Level 3 ; Is recognised for creating, building and maintaining enduring and profitable partnerships
; Regarded as a ‘trusted advisor’ by the client
; Exerts a broad level of influence across the client relationship
; Understands clients’ strategy and business drivers
; Able to debate both on an intellectual and emotional level with the client
; Shares relevant industry information / trends with key stakeholders to keep them informed and connected with ABC
; Empowers others to develop client management skills; provides support / advice where appropriate
; Proactively works to increase understanding, co-operation and effectiveness of global clients working across departments / geographies
; Over-promises and under-delivers Negative
Behaviours ; Complacent about the client relationship
; Infringes client confidentiality
; Does not refer client to other ABC agencies
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