sg leadershipmodel2015 inter uk 2 - successfactors · managers senior executives home page clients...

C 1 I I N T E R N A L P U B L I C AT I O N

Leadership ModeLCompetenCy Guide

HOME PAGE MAnAGErsIndIvIduAl COntrIbutOrs

sEnIOr ExECutIvEs

THE COmPETENCY GUIDE mAKES IT POSSIBLE TO

EXPLAIN clearly the behaviour expected from everyone: directors, Managers and employees.

SHARE a common language on competencies, to facilitate discussions between Managers and employees.

GIVE everyone the keys to success within the Group.

each competency is illustrated by recognisable types of behaviour.

each focus includes 4 key competencies.

The model is based on 5 major focuses: 4 of which directly reflect our Group values, and 1 client focus.

oUr aMBiTioN To Be The reLaTioNship-focUsed BaNk, a refereNce iN iTs MarkeTs,

choseN for The qUaLiTy aNd coMMiTMeNT of iTs TeaMs.

Description of the model

MAnAGErs

6

I contribute to adapt our offer to our clients’/internal

partners’ needs

• I share clients’/internal partners’ feedback with my management

• I strive to better understand our clients/internal partners by using all available data, while respecting the company’s rules of ethics

• I propose solutions to develop and enhance the quality of service offered to our clients/internal partners

SaleS and marketIng Strategy

I put long-term relationship with our clients/internal partners at the center

of my actions, whatever my position

• I build trustworthy and long-term client/internal partner relationships

• I make sure that all decisions I make are in the client’s/internal partner’s best interest

• I stand by our clients’/internal partners’ in good times and in bad times

ClIent foCuS

ClIentS

I work to increase our impact on clients IndIvIduAl

COntrIbutOrs

sEnIOr ExECutIvEs

Leadership ModeL

TeaM spiriT

responsibiLiTy

CoMMiTMenT

innoVaTion

i focus my energy and talent on

collective success

i act ethically and with courage

i am engaged and demonstrate

consideration for others

i propose new ideas and contribute to

the change process

iNdividUaL coNTriBUTors

iN keepiNG wiTh oUr vaLUes aNd iN order To reach oUr GoaLs,

The coMpeTeNcies reqUired for each iNdividUaL coNTriBUTor are…

MAnAGErs sEnIOr ExECutIvEs

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IndIvIduAl COntrIbutOrs

Team spirit ResponsIbility

CommitmentInnovation

Clients

I work to increase our impact on clients


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cLieNTs

i work to increase our impact on clients

Team spirit

> ClientsResponsIbility



I contribute to adapt our offer to our clients’/internal

partners’ needs

I strive to satisfy clients/internal partners while taking into

account risks for the company

• i share clients’/internal partners’ feedback with my management

• i strive to better understand our clients/internal partners by using all available data, while respecting the company’s rules of ethics

• i propose solutions to develop and enhance the quality of service offered to our clients/internal partners

• i pay attention to all risks, for the company and the client/internal partner

• i propose the best offer for our clients/internal partners and for the company

• i explain to our clients/internal partners the benefits and the risks of a specific solution

saLes aNd MarkeTiNG sTraTeGy risk


of my actions, whatever my position

• i build trustworthy and long-term client/internal partner relationships

• i make sure that all decisions i make are in the client’s/internal partner’s best interest

• i stand by our clients’/internal partners’ in good times and in bad times

cLieNT focUs

I listen to clients/internal partners and colleagues in order to understand

and anticipate their needs

• i demonstrate a genuine curiosity about our clients’/internal partners’ needs

• i identify what will be differentiating for the client/internal partner

• i communicate with respect with all my stakeholders

UNdersTaNdiNG & respecT



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TeaM spiriTi focus my energy

and talent on collective success

> Team spiritResponsIbility


Clients


I make cooperation with colleagues in and outside

my team a priority

I deal with conflicts proactively and

in a positive mode

• i understand the role and objectives of my colleagues

• i contribute to identify opportunities of synergies

• i contribute to the success of transversal projects or projects involving several teams

• i accept and take into account others’ point of views in tense situations

• i strive to find solutions to conflicts before escalating to my management

• once the conflict is solved, i stick to decisions made

syNerGies coNfLicT MaNaGeMeNT

I favour the team’s interest over my own results

• i share my expertise, priorities and ideas with my colleagues actively in order to find the best solutions

• i support my colleagues

• i share my contacts with others

coLLecTive MiNdseT

I listen and share my views and my expertise

in an open mode

• i listen actively to others (peers, management, clients…)

• i share information within my team and with other teams as well

• i take into account others’ perspectives in my decisions and actions

opeN MiNdseT


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iNNovaTioNi propose new ideas

and contribute to the change process

Clients

> InnovationResponsIbility

CommitmentTeam spirit


I propose new ideas and solutions I support change

• i come forward with ideas and innovations

• i dare to experiment new approaches

• i look to the outside world (including non banking) for new ideas

• i contribute actively to the change implementation

• i adapt to new constraints

• i support my peers in the change process

ThiNkiNG oUT of The Box/creaTiviTy

chaNGe MaNaGeMeNT

I adopt new technologies in the solutions

and projects I work on

• i include technological change into the projects, services and products i work on

• i pay attention to all the impacts of technological developments

• i welcome the benefits of new technologies for my job

TechNoLoGy

I make things & ideas simple

• i challenge existing ways of doing things

• i promote simplicity over complexity and i favour simple solutions

• i demonstrate common sense

siMpLificaTioN


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respoNsiBiLiTy

i act ethically and with courage

Clients

> ResponsIbilityInnovation



I express my convictions and act with courage

I strive for high performance

• i have the courage to express my convictions especially in front of management

• in my actions, i take into account a long-term perspective

• i implement my management’s decisions in a sustainable manner

• i strive for better performance

• i set challenging targets to myself

• i contribute to the Group’s societal and environmental performance

coUraGe perforMaNce

I make decisions in my scope

of responsibilities

• i demonstrate a good understanding of my scope of responsibilities

• i show accountability for my achievements and mistakes

• i take initiatives within my scope of responsibilities

eMpowerMeNT aNd accoUNTaBiLiTy

I am constantly on the lookout for risks

• i understand the risks linked to my activities

• i balance systematically benefits and risks, even those falling outside the scope of formal procedures

• i comply to company’s regulations and controls

risk awareNess


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> Commitment

ResponsIbility

Clients Innovation

Team spirit


I support the vision and the strategy

I strive to develop my competencies and knowledge

• i support the company’s strategy

• i can explain others how my mission contributes to meet clients needs and the company’s goals

• i help create a positive attitude in my team

• i keep on learning and developing my competencies, in particular by requesting regular feedback

• i get involved in on boarding new colleagues

• i show pro-activity in the development of my career

iNspiraTioN sUsTaiNaBiLiTy

coMMiTMeNT

I embody the Group’s values

• i honour my commitments

• i foster a climate of mutual trust

• i am able to work with colleagues from different background and culture

exeMpLariTy

I demonstrate consideration for others

• i make myself available for others

• i show real concern for others and encourage them to express themselves

• i demonstrate empathy

care

i am engaged and demonstrate

consideration for others

Leadership ModeL

TeaM spiriT

responsibiLiTy

CoMMiTMenT

innoVaTion

MaNaGersas a MaNaGer,

The coMpeTeNcies reqUired To reach

oUr GoaLs are…


sEnIOr ExECutIvEs

HOME PAGE

MAnAGErs



Clients



collective success

i manage ethically and with courage

i encourage commitment through my example and

my consideration for others

i know how to think out of the box and create

the conditions that breed innovation


sEnIOr ExECutIvEs

HOME PAGE

cLieNTs


MAnAGErs



> Clients

I develop innovative offers adapted to our clients/

internal partners

I strive to satisfy clients/internal partners while taking into

account risks for the company

• i champion co–creativity with clients/internal partners

• i help my team to better understand the needs of our clients by using all available data, while respecting the company’s rules of ethics

• Through my forward-looking vision, i accelerate the development of new services

• i ensure that my team pay attention to all risks, beyond the respect of existing standard processes

• i ensure my team propose the best offer for our clients/internal partners and for the company

• i make sure i (or my team) explain to our clients/internal partners the benefits and the risks of a specific solution

saLes aNd MarkeTiNG sTraTeGy risk


of our actions, whatever my position

• i build trustworthy and long-term client/internal partner relationships

• i ensure client/internal partner acquisition and satisfaction are the central concerns of my team

• i stand by our clients/internal partners in good times and in bad times

cLieNT focUs

I listen to clients/internal partners and colleagues in order to understand

and anticipate their needs

• i demonstrate a genuine curiosity about our clients’/internal partners’ needs

• i identify what will be differentiating for the client/internal partner

• i communicate with respect with all my stakeholders




sEnIOr ExECutIvEs

HOME PAGE



MAnAGErs



Client

I make developing synergies a priority

I strive to resolve conflicts fairly

and sustainably

• i understand the role and objectives of other departments

• i identify opportunities of cooperation and synergies

• i facilitate transversal projects

• i pay attention to signs of rising tension and start the discussions needed to eliminate them

• i resolve conflicts in a respectful and fair way

• i make sure conflict resolutions are clear and shared by all stakeholders

syNerGies coNfLicT MaNaGeMeNT

I favour the company’s best interest over my team’s results

• i organize collaboration in order to find the best solutions

• i promote peer support

• i share proactively my business contacts with others in the interest of the company

coLLecTive MiNdseT


in an open mode

• i listen actively to others (peers, management, clients…) and demonstrate empathy

• i share information within my team and with other teams as well

• i take into account others’ perspectives in my decisions and actions

opeN MiNdseT/ respecT


sEnIOr ExECutIvEs

HOME PAGE

iNNovaTioNi know how to think out of the box and

create the conditions that breed innovation

MAnAGErs

Client



I encourage and demonstrate positive

out of the box thinking

I lead my team through the change process

• i come forward with innovative ideas, solutions or strategies

• i encourage experimentation with a “start-up” mindset that is open to learning from both success and failure

• i encourage my team to look to the outside world (including non banking) for new ideas

• i explain and demonstrate the need and meaning for the changes that must be implemented

• i support my team through the change implementation

• i adapt quickly my business when new constraints arise

ThiNkiNG oUT of The Box/creaTiviTy

chaNGe MaNaGeMeNT

I take new technologies into account in my activities

• i ensure my business takes advantage of new technologies

• i try to anticipate technological impacts, including the human ones

• i make sure my team understands the benefits of the new technologies for their business and operations

TechNoLoGy




• i encourage and help my team to focus on what is essential

siMpLificaTioN


sEnIOr ExECutIvEs

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respoNsiBiLiTy

i manage ethically and with courage

MAnAGErs

Client



I express my convictions and make decisions

with courage

I strive to generate high individual

and collective performance

• i have the courage to express my opinions while listening carefully to my colleagues

• i have the courage to make objective, clearly articulated decisions in spite of uncertainty

• i have the courage, once decisions are made, to implement them in a sustainable manner

• i challenge my team and myself to always strive for better individual and collective performance

• i evaluate and reward performance in a fair and rigorous way

• i contribute to the Group’s societal and environmental performance

coUraGe perforMaNce

I give my team the autonomy to make decisions

at the appropriate level

• while providing guidance and establishing appropriate controls, i empower those most closely involved in value creation

• i am accountable for decisions taken by myself and by my team

• i reward people for taking responsibilities

eMpowerMeNT aNd accoUNTaBiLiTy


• i help my team understand the risks linked to our activities

• i promote compliance with regulations and controls through my personal behavior and integrity

• i make sure my team balances systematically benefits and risks, even those falling outside the scope of formal procedures

risk awareNess


sEnIOr ExECutIvEs

HOME PAGE

coMMiTMeNTi encourage commitment

through my example and my consideration

for others

MAnAGErs

> Commitment

ResponsIbility

Clients Innovation

Team spirit

I communicate a clear vision and strategy

I develop my team

• i communicate a simple and clear vision to my team, in alignment with the company’s strategy

• i give meaning to my team by showing them how their individual contributions help to meet clients’ needs and the company’s goals

• i spread positive energy throughout my team

• i identify talented people in order to prepare managerial succession from a Group perspective

• i get personally involved in the development of my team, in particular through regular feedback

• i keep on learning and developing my professional competencies

iNspiraTioN sUsTaiNaBiLiTy




• i encourage and promote diversity in order to build successful teams

exeMpLariTy

I listen and demonstrate emotional intelligence

to engage my team

• i make myself available for others

• i show real concern for my team and encourage them to express themselves

• i reward and sanction with careful consideration and fairness

care

Leadership ModeL

TeaM spiriT

responsibiLiTy

CoMMiTMenT

innoVaTion


collective success

i lead ethically and with courage

i provide inspiration and encourage commitment through my example and consideration for others

i know how to think out of the box and create

the conditions that breed innovation

seNior execUTives

as a seNior execUTive, The coMpeTeNcies reqUired To reach oUr GoaLs are…

MAnAGErsIndIvIduAl COntrIbutOrs

HOME PAGE Team spirit ResponsIbility


Clients

sEnIOr ExECutIvEs



HOME PAGE

cLieNTs




> Clients

sEnIOr ExECutIvEs

I develop innovative strategies adapted to our clients/internal partners

I seek out the greatest benefit for clients/internal partners while ensuring that the Group’s risks are properly managed

• i champion co–creativity with clients/internal partners

• i develop appropriate marketing strategies using all sources of client data while respecting the company’s rules of ethics

• Through my forward-looking vision of markets and competitors, i accelerate the development of new sales channels (mobile, internet, video, etc.)

• i ensure that teams pay attention to all risks, beyond the respect of existing standard processes

• i make sure i am able to explain the benefit of the specific solution i (or teams) offered to a client/internal partner

• i commit myself on the transparency of proposals and positions with respect to the clients/internal partners

saLes aNd MarkeTiNG sTraTeGy

risk/ viGiLaNce

I nurture a long-term relationship with the clients/

internal partners

• i ensure client/internal partner acquisition and satisfaction are the central concerns of all employees and of our organisation

• i make sure that all decisions i make whatever my position (for both support and client-facing functions) will improve the client/internal partner experience

• i stand by our clients/internal partners in good times and in bad times

cLieNT focUs

When communicating with our clients/internal partners I listen in order

to understand and anticipate their needs

• i demonstrate a genuine curiosity of our clients’/internal partners’ needs

• i identify what will be the key differentiating factors for the client/internal partner

• i understand and respect the diversity of our markets (geographies, industries...)




HOME PAGE





Clients

sEnIOr ExECutIvEs


risk/ viGiLaNcecLieNT focUs UNdersTaNdiNG

& respecT

I make developing synergies within

the Group a priority

I anticipate conflicts and strive to resolve them

fairly and sustainably

• i share global information and means to develop higher performance

• i make sure Group knowledge about clients is accessible, in accordance with confidentiality and ethics rules

• i get personally involved in transversal projects

• i pay attention to signs of rising tension and start the discussions needed to eliminate them

• i resolve conflicts in a respectful and fair way

• i avoid weak consensus

I favour the Group’s best interest over my team’s results

• i organize collaboration in order to find the best solutions for the Group and the client

• i promote peer support

• i share proactively my business contacts with others in the interest of the Group


in an open mode

• i listen actively and demonstrate empathy

• i share my priorities, ideas, convictions and expertise

• i take into account others’ perspectives in my actions


HOME PAGE

iNNovaTioNi know how to think out of the box and

create the conditions that breed innovation

Clients



sEnIOr ExECutIvEs



& respecT

I encourage and demonstrate positive

out of the box thinking

I lead my teams through the change process

• i encourage teams to come forward with innovative ideas, solutions or strategies

• i encourage experimentation with a “start-up” mindset that is open to learning from both success and failure

• i look to the outside world, including areas completely unrelated to banking, for new ideas that can improve the client experience

• i explain and demonstrate the need and meaning for the changes that must be implemented

• i understand the complex mechanisms of change and i pay attention to the conditions of its implementation

• i adapt my change strategy when new constraints arise

I include technological breakthroughs in the

strategies implemented

• i ensure that technological change is factored in my business

• i try to anticipate all the impacts of technological developments, including the human ones

• i make sure my team understands the benefits of the new technologies for their business and operations




• i encourage and help my teams to focus on what is essential


HOME PAGE

respoNsiBiLiTy

i lead ethically and with courage

Clients



sEnIOr ExECutIvEs



& respecT

I express my convictions and make decisions with courage in line

with the Group’s strategy

I generate outstanding individual and collective

performance

• i have the courage to express my opinions while listening carefully to my colleagues

• i have the courage to make objective, clearly articulated decisions in spite of uncertainty, taking into account the long-term interests of every stakeholders

• i have the courage, once decisions are made, to implement sustainably and defend them in an aligned way

• i challenge my teams and myself to always strive for better individual and collective performance on the short and the long term

• i evaluate and reward performance in a fair and rigorous way

• i contribute to the Group’s societal and environmental strategies

I give resources and autonomy

to make decisions

• while providing guidance and establishing appropriate controls, i empower those most closely involved in value creation

• i am accountable for decisions taken by myself and by my team

• i reward people for taking responsibilities

In order to improve the Group’s security,


• i promote compliance with regulations and controls through my personal behavior and integrity

• i do not compromise when it comes to risks facing the company

• i foster a culture of risk in order to take into account even those falling outside the scope of formal procedures


HOME PAGE

coMMiTMeNTi provide inspiration

and encourage commitment through my example and

my consideration for others

> Commitment

ResponsIbility

Clients Innovation

Team spirit

sEnIOr ExECutIvEs



& respecT

I inspire others by communicating a clear

vision and strategyI develop people

• i communicate a simple and clear vision to my teams, in alignment with the Group’s strategy

• i give meaning to my employees by showing them how their individual contributions help to meet the Group’s goals

• i spread positive energy throughout my teams

• i recruit talented people in order to prepare for managerial succession from a Group perspective

• i get personally involved in the development of my team, in particular through regular feedback

• i ensure my reports feel a sense of responsibility about their team’s development




• i encourage and promote diversity in order to build successful teams

I listen and demonstrate emotional intelligence

to engage others

• i make myself available for my employees, especially at crucial moments

• i show real concern for others and encourage them to express themselves

• i reward and sanction with careful consideration and fairness

sg leadershipmodel2015 inter uk 2 - successfactors · managers senior executives home page clients...

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