Capital City Bank performance reviews go beyond rating associates against production goals and include a competency-based element focused on the behaviors (competencies) that are essential for associate success in their role.
Each quarter, managers will look at the effectiveness of the associate's ability, attitude, behaviors, or skills over the review period against defined objectives for their position, providing an understanding of where they are successful and where improvements would impact future success.
Note: SB-NI stands for the range of performance appraisals from significantly below expectations through needs improvement.
Core Competencies
These attributes are expected of all CCB associates, regardless of position.
Accountability and Dependability
Takes personal responsibility for the quality and timeliness of work, and achieves results with little oversight.
Criteria
- Shows up to work on time and follows instructions, policies, and procedures.
- Meets productivity standards, deadlines, and work schedules.
- Stays focused on tasks despite distractions and interruptions.
- Balances quality of work with meeting deadlines.
- Does not make excuses for errors or problems; acknowledges and corrects mistakes.
Phrases and Statements
- Ensures work and information are complete and accurate.
- Fulfills commitments and arrives fully prepared.
- Takes responsibility for actions and is upfront about mistakes and missed deadlines. Notifies affected co-workers and clients as soon as possible.
- Does not consistently maintain call-in standards when arriving late to work. (SB-NI)
- Demonstrates a pattern of sick days around regularly scheduled time off. (SB-NI)
Client Service Motivation
Commits to meeting the expectations and requirements of internal and external stakeholders; acts with stakeholders in mind; values the importance of providing high-quality client service.
Criteria
- Can describe a client's business and expectations. Shows interest in anticipates, and responds timely to client needs, inquiries, and requests.
- Focuses on the client's business results, rather than their own. Goes beyond basic service expectations to help Clients implement complete solutions.
- Seeks ways to improve service delivery. Assesses the Bank and its services from the client's point of view.
- Emphasizes a team approach to providing exceptional service experiences.
- Seeks client feedback and ensures needs are satisfied.
Phrases and Statements
- Enjoys the people aspect of their role.
- Excels at providing timely feedback, even to the most challenging client situations.
- Has difficulty saying no with tact and helpful explanations. (SB-NI)
- Is unwilling to adapt tone and style to fit client, increasing the frequency of challenging interactions. (SB-NI)
Collaborative Team Member
Approaches tasks and co-workers with a cooperative spirit and mutual respect.
Criteria
- Demonstrates a willingness to find solutions to problems and commits extra effort to accomplish goals.
- Recognizes the skills, strengths, and contributions of others.
- Takes responsibility for tasks, mistakes, and makes every effort to meet deadlines.
- Actively listens to the concerns of other team members. Suggests solutions when appropriate.
Phrases and Statements
- Explains complicated issues thoroughly and succinctly until others understand.
- Maintains openness, always making others feel comfortable to come to them to ask questions.
- Takes a territorial stance with peers in other departments. (SB-NI)
- Regularly complains about the lack of resources needed to complete tasks. (SB-NI)
Learns and Shares Information
Displays keenness toward learning new methods, techniques, and skills and is open to sharing knowledge and learning experiences with peers and clients, as appropriate.
Criteria
- Is curious and embraces new ideas, concepts, software, and processes by actively building skills.
- Shares information, advice, and suggestions to help others to be more successful.
- Shares relevant information with others as appropriate.
- Expresses confidence in others' ability to be successful.
Phrases and Statements
- Consistently asks why to understand ideas, concepts, software, and processes.
- Routinely demonstrates active curiosity, showing a genuine desire to grow and share ideas.
- Is proactive in resolving issues affecting clients, associates, or the Bank.
- Withholds feedback or suggestions to make the client experience more efficient. (SB-NI)
- Avoids learning new skills in favor of the way things have been done in the past. (SB-NI)
Self Management
Manages own time, attitude, priorities, and resources to achieve goals.
Criteria
- Prioritizes tasks by importance and deadline. Discerns what is crucial from what is just urgent. Adjusts priorities as situations change
- Focuses time and effort on critical tasks. Groups together related tasks to be more efficient. Easily transitions between tasks and picks up where left off when interrupted.
- Makes reasonable estimates of resource needs to achieve goals or complete projects. Uses sound methods to plan and track work, appointments, and commitments. Evaluates progress on tasks and adjusts work style as needed.
- Completes high volumes of work, keeping a rapid pace without sacrificing accuracy.
Phrases and Statements
- Is confident of their ability and presents self crisply and impressively.
- Displays a professional attitude and consistently meets productivity standards.
- Diagnoses problems that impede processes and/or productivity.
- Remains inconsistent with both the quality and quantity of work. (SB-NI)
Service Pyramid Competencies
The Service Pyramid is the CCB philosophy on service – a road map to becoming more than just a bank to our clients. These competencies build upon the Banker Standards and incorporate a series of four commitments that govern our client interactions.
Accuracy
Completing tasks right the first time. Performing with precision, ensuring error-free interactions with clients.
Criteria
- Meets standards and performs work accurately, the first time.
- Follows all internal and mandated policies and procedures.
- Maintains a professional appearance, manner, attendance, and punctuality to work, meetings, etc.
- Effectively weighs risks, uncertainties, and assumptions.
Phrases and Statements
- Effectively applies knowledge to identify and investigate inconsistencies or discrepancies.
- Fact finds before addressing client issues, knows when to make exceptions, and can explain the reasoning.
- Is proactive rather than reactive.
- Monitors the status of the projects/teams they participate in to maintain the current understanding of scope, plan, and deliverables.
- Avoids asking high-gain questions to discover needs, missing opportunities to add value to the client experience. (SB-NI)
Advice
Strives to build financial partnerships with Clients by becoming their trusted advisor, providing recommendations offered as a guide to action.
Criteria
- Eagerly engages clients in identifying issues, options, and desired outcomes. Develops a clear picture of the needs and best options from the client's perspective.
- Identifies resources and potential solutions that are practical and effective. Knows and explains where, when, and how to implement those options.
- Helps clients navigate complex or sensitive issues, keeping the client's best interests in mind, and advising on best practices.
- Remains committed to helping the client long after initial solutions are applied and follows up to meet the desired outcomes.
Phrases and Statements
- Uses level of knowledge about products and services appropriate to position and time on the job.
- Enjoys developing out-of-the-box solutions to meet specific client needs.
- Misses opportunities for cross-solving and struggles with overcoming initial objections. (SB-NI)
- Is passive about resolving issues for challenging client requests. (SB-NI)
Relationship
Build constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.
Criteria
- Maintains an open, approachable manner, and treats others fairly and respectfully. Preserves others' self-confidence and dignity, and shows regard for their opinions.
- Seeks and considers ideas from those who are reluctant to express their points of view. Anticipates and recognizes the concerns of others.
- Builds rapport by listening to, discussing and negotiating with, and rewarding, encouraging, and motivating others.
- Demonstrates a balance between building rapport and getting the work done.
Phrases and Statements
- Uses SGNNT and takes special care to thank clients for doing business with us.
- Is cooperative and helps others accomplish their objectives.
- Works effectively with various people, groups, or divisions.
- Fails to demonstrate an interest in others, even clients, missing opportunities to build relationships. (SB-NI)
Responsiveness
Is accessible and reacts readily and quickly to client inquiries, concerns, and requests, ensuring an efficient and timely experience.
Criteria
- Listens objectively and responds appropriately.
- Utilizes communication skills to alleviate issues, fully outlining solutions, and expectations.
- Develops and offers creative ideas and or solutions.
- Is fully prepared and fulfills commitments on time.
Phrases and Statements
- Responds to challenging client needs calmly and without defense, providing client education to alleviate concerns and to prevent future need occurrences.
- Overcomes objections in a friendly and conversational manner.
- Tends to listen to respond rather than to understand, leading to miscommunications with clients. (SB-NI)
- Argues with and uses inflammatory language during complicated client interactions. (SB-NI)
Professional Competencies
These attributes relate to the professional skills, attitudes, and behaviors which are directly related to successful performance with a role. Not all competencies apply to every position.
Adaptability and Flexibility
Adapts to changing business needs, conditions, and work responsibilities.
Criteria
- Responds positively to change, embracing and using new practices to solve problems
- Adapts approach, goals, and methods to achieve solutions and results in dynamic situations.
- Copes well and helps others deal with the ongoing demands of change.
- Recovers quickly from setbacks, and finds alternative ways to reach goals or targets.
- Manages change in a way that reduces the concern experienced by others.
Phrases and Statements
- Maintains composure when faced with stressful situations.
- Goes with the flow and adapts readily to changes in circumstances.
- Calms those around them by keeping themselves and others focused on the end goal.
- Becomes frustrated when faced with changes in plans, policies, or procedures. (SB-NI)
- Avoids covering for others in the department when needed. (SB-NI)
Analysis and Reasoning
Examines data to grasp issues, draw conclusions, and solve problems.
Criteria
- Identifies vital facts in a range of data. Notices when data appear wrong or incomplete or need verification. Distinguishes information that is not pertinent to a decision or solution.
- Breaks down complex information into parts. Sorts and groups data and applies causal relationships. Sees underlying principles, patterns, or themes in an array of related information.
- Applies logic and complex layers of rules to analyze and categorize complicated information. Sees relationships between data in varied forms and from various sources.
- Goes beyond analyzing factual information to develop a conceptual understanding of the meaning of a range of information.
Phrases and Statements
- Uses knowledge and experience to analyze situations and solve problems.
- Links data, knowledge, and insight to provide quality advice to clients.
- Makes decisions without weighing alternative courses of action. (SB-NI)
- Focuses more on avoiding mistakes than on thinking of creative solutions. (SB-NI)
Attention to Detail
Diligently attends to details and pursues quality in completing tasks and projects.
Criteria
- Performs tasks with care; is thorough. Makes few if any errors.
- Checks work to ensure accuracy and completeness.
- Compares observations or finished work to find inconsistencies.
- Remains aware and takes care of details that are easy to overlook or dismiss as insignificant.
Phrases and Statements
- Works to gather proper information about matters related to the job to enable full and relevant contributions.
- Takes pride in work and strives to improve performance independently.
- Misses deadlines and submits work that is partially complete. (SB-NI)
- Tends to miss small errors in work and is not as careful in checking for mistakes as he/she could be. (SB-NI)
Business Development
Understands the approaches and practices required for identifying and capitalizing on business and commercial opportunities.
Criteria
- Can identify potential clients and understand their current business needs.
- Maintains contact with clients to identify changes and upcoming opportunities.
- Communicates effectively to build rapport to create emotional engagement with people and help buyers adopt new ideas. Fosters trust.
- Demonstrates awareness to ascertain the comfort-level of the conversation participants and the ability to adapt and move forward, mainly when the unexpected occurs.
- Finds a mutually beneficial way to yes is crucial in sales.
Phrases and Statements
- Tracks the quality ratios of prospecting calls to maximize time and effort in fruitful areas.
- Presents products in a problem to solution manner.
- Is more transaction-oriented than relationship-driven. (SB-NI)
Coaching and Mentoring
Enables co-workers to grow and succeed through feedback, instruction, and encouragement.
Criteria
- Coaches others regardless of performance level. Shares specialized approaches and skills that increase capabilities.
- Helps others identify key goals and use their talents to achieve those goals. Sees other's potential and strengths, and works to build on them.
- Builds relationships with teammates so that coaching efforts are positive and focused on development. Takes steps to learn the work interests and career goals of teammates.
- Encourages repeating and building upon areas of strength, and dissects areas that may be improved.
- Suggests methods and gives examples that provide a road-map to improved performance.
Phrases and Statements
- Successfully raises team spirit by steadily appreciating contributions made by members of the team that has enabled the Bank to achieve better targets.
- Ensures that people in the unit understand how their work relates to the business' mission.
- Regularly meets with associates to review their development progress and gives assignments that will help develop capability in others.
- Do not trust the team to function independently. (SB-NI)
- Has been unsuccessful in creating an environment where associates are motivated to succeed. (SB-NI)
Communication
Shares information with and receives information from constituencies using oral, written, and interpersonal communication skills. Listens to others and communicates effectively.
Criteria
- Shares relevant information with others as appropriate.
- Speaks and writes clearly and can be easily understood.
- Writes using concrete, specific language.
- Identifies and presents information or data that will have a substantial effect on others.
Phrases and Statements
- Speaks confidently and clearly without hesitation.
- Communicates complex ideas in a listener-friendly fashion. Aims for understanding.
- Communicates compelling arguments that are brief, well-structured, and free from errors.
- A good listener who has excellent communication skills and uses them effectively to advise co-workers and clients.
- Readily attributes blame to others rather than moving issues to resolutions. (SB-NI)<
Critical Thinking
Ability to examine issues and ideas and to identify good and bad reasoning in a variety of fields with differing assumptions, contents, and methods.
Criteria
- Identifies pertinent questions, problems, and arguments.
- Evaluates and analyses various methods of approach and reasoning when drawing conclusions, giving reasons to support it, and its limitations.
- Constructs and develops reasoned judgments.
- Discusses and incorporates alternative points of view and available evidence.
Phrases and Statements
- Thoroughly researches options, including potential risks and downstream impacts of decisions.
- Identifies unique ways of creating value.
- Considers both strategic and tactical aspects of decisions.
- Avoids any approach or situations that deviate from past practices. (SB-NI)
- Does not consider the effect of decisions on other departments. (SB-NI)
Decision Making
Makes timely, informed decisions that take into account the facts, constraints, and risks.
Criteria
- Gathers data and others' input when making decisions. Considers lessons learned from experience, differing needs, and the impact of the decision on others.
- Balances analysis, wisdom, experience, and perspective when making decisions.
- Finds acceptable solutions to diverse groups with conflicting interests and needs.
- Makes necessary decisions even when information is limited or unclear.
- Learns from the consequences of decisions.
Phrases and Statements
- Displays strong judgment when deciding between multiple alternatives.
- Is decisive, even in times of stress and uncertainty.
- Is always able to determine the core issues and makes recommendations to solve problems.
- Avoids confrontation and delays decisions that could upset others. (SB-NI))
- Tends to take my way or the highway approach to decision making. (SB-NI)
Fiscal Accountability
Follows fiscal guidelines, regulations, principles, and standards when committing monetary resources or processing financial transactions.
Criteria
- Handles currency carefully and attentively. Verifies the authenticity of money, recognizes when it is suspect and takes action to confirm its value before completing any transactions
- Safeguards fiscal resources, and adheres to all internal control procedures designed to prevent and detect theft or misuse of funds. Remains alert to security breaches and reports problems. Seeks ways to improve internal controls.
- Ensures all financial data is calculated and reported accurately.
- Seeks ways to reduce costs.
Phrases and Statements
- Interprets the significance behind the numbers - recognizes patterns and inconsistencies.
- Supports financial transactions with clear documentation
- Requires ongoing confirmation and coaching on routine transactions. (SB-NI)
- Does not consistently follow internal controls and procedures. (SB-NI)
Gains Voluntary Compliance
Convinces others to follow recommendations and advice to bring them into compliance with regulations, standards, or policies.
Criteria
- Communicates the reasons for seeking compliance. Explains the regulation, standard, or policy within the context of the client's situation. Sees when the client fails to grasp critical provisions of the law.
- Listens to the client's point of view to ensure recommendations genuinely meet their needs within the provisions of the law.
- Anticipates and responds constructively to client resistance. Avoids confrontational approaches and keeps the communication positive. Points out the visible and hidden benefits of voluntary compliance.
Phrases and Statements
- Acknowledges Other's points of view and structures rebuttals that address concerns and encourages action.
- Is effective at saying no with respect, yet, with firmness.
- Tends to back down when challenged and hesitates to defend their stated position verbally. (SB-NI)
Goal Effectiveness
Effectively demonstrates the required behaviors to meet or exceed production goals.
Criteria
- Focuses on the desired result of one's own or one's unit's work, setting challenging goals, focusing effort on the goals, and meeting or exceeding them.
- Maintains commitment to goals in the face of obstacles and frustrations. Exerts unusual effort over time to achieve a goal.
- Demonstrates a strong sense of urgency about solving problems and getting work done.
Phrases and Statements
- Consistently follows high standards of business and professional ethics.
- Skillfully handles unsolicited calls from prospects while servicing existing clients.
- Ensures that clients receive a distinctive brand experience.
- Gets easily overwhelmed during peak sales periods. (SB-NI)
- Avoids cross-solving opportunities, so misses out on adding value and providing exceptional service to clients. (SB-NI)
Influencing Others
Gets others excited about and committed to furthering the Bank's objectives.
Criteria
- Displays a positive attitude about the work to be done, co-workers, clients, management, and company policies.
- Leads by example and sets standards for professional behavior. Helps those in need of assistance, regardless of role.
- Inspires and persuades others to voluntarily follow direction, pursue and achieve goals, and adopt new positions or opinions.
- Addresses issues in an open, constructive, professional manner, and persuades others to approach the problems in the same way.
Phrases and Statements
- Uses language and examples tailored to the level and experience of the audience.
- Summarizes or paraphrases his/her understanding of what others have said to verify understanding and prevent miscommunication.
- Tends to allow anger, frustration, or disappointment with others show. (SB-NI)
Initiative
Focuses on desired outcomes and how to achieve results. Gets the job done.
Criteria
- Sets high goals and works diligently to achieve them. Pushes self and others to reach milestones.
- Looks for opportunities to help move a project along; volunteers to help others with projects or assignments.
- Sees when analysis and discussion have served their purpose and moves to action.
- Responds to setbacks with renewed and increased efforts; is persistent in the face of difficulty.
- Willingly puts in extra time and effort in crises; goes the 'extra mile' to m.
Phrases and Statements
- Reinvents processes and redefines workflow in response to changing needs.
- Requires little to no direction in performing day-to-day tasks.
- Does not hesitate to question ways the ways things have always been done.
- Fails to assume responsibilities beyond the basic, written job description. (SB-NI)
- Sometimes takes initiative too far and oversteps authorities or pre-existing boundaries. (SB-NI)
Integrity
Earns others' trust and respect through consistent honesty and professionalism in all interactions.
Criteria
- Is responsible, reliable, and trustworthy.
- Respects and maintains confidentiality.
- Tells the truth and is honest in all dealings.
- Keeps promises and commitments made to others. Does the right thing, even when it is difficult. Does not yield to pressure to show bias or manipulate others.
- Adheres to a set of core values that guides their decisions and actions.
Phrases and Statements
- Consistently follows-through on commitments.
- Shares equally in workload and routinely offer assistance to others in the office.
- Takes responsibility for own mistakes, does not blame others or get defensive. Maintains a positive attitude when faced with setbacks.
Interpersonal Skills
Ability to interact positively and to get along well with others. To notice, interpret, and anticipate others' concerns and feelings, and to communicate this awareness empathetically.
Criteria
- Notices and accurately interprets what others are feeling, based on their choice of words, tone of voice, expressions, and other nonverbal behavior.
- Demonstrates a healthy level of self-confidence and humility.
- Is receptive to feedback and views it as an opportunity to grow. Does not react defensively.
- Navigates conflict with diplomacy, empathy, negotiation, assertiveness, and compromise.
Phrases and Statements
- Finds non-threatening ways to approach others about sensitive issues.
- Utilizes the type of communication that is most effective in a given situation.
- Makes others feel comfortable by responding in ways that convey interest in what they have to say.
- Tends to use sarcasm when faced with challenging interactions. (SB-NI)
- Readily assigns blame to others and has difficulty seeing others' perspectives. (SB-NI)
Leadership
Promotes Bank mission and goals and shows the way to achieve them.
Criteria
- Creates a positive work environment where all staff is motivated to do their best.
- Suggests and asks for others' ideas to improve quality, efficiency, and effectiveness.
- Links mission, vision, values, goals, and strategies to everyday work.
- Takes calculated risks to improve performance, try a fresh approach, or reach a challenging goal.
Phrases and Statements
- Leads by example.
- Readily accepts responsibility for own actions, actively seeking feedback on how to resolve challenges.
- Takes appropriate risks and encourages others to do the same.
- Demonstrates an attitude of entitlement. (SB-NI)
- Over-analyses problems when swift decisions are necessary. (SB-NI)
Listening
Understands and learns from what others say.
Criteria
- Gives the speaker undivided attention and appears interested in the message (e.g., maintains eye contact, nods).
- Attends to verbal and non-verbal cues that create a deeper understanding of the message.
- Allows others to speak without unnecessarily interrupting them.
- Asks clarifying questions that elicit more precise or more detailed information.
- Confirms understanding by paraphrasing or summarizing what others have said.
Phrases and Statements
- Demonstrates active and focused listening skills, encouraging others to share their point of view and opinions.
- Follows directions and instructions carefully.
- Stops listening if his/her point of view is challenged. (SB-NI)
- Interrupts and speaks over peers and clients alike. (SB-NI)
Managing Projects
Structures and directs Others work on projects or programs.
Criteria
- Ensures the project goals, purpose, and criteria for success are clearly defined, as are related roles, deliverables, milestones, and the needs/desires of primary clients.
- Ensures needed resources and skillsets are among the project team.
- Integrates the ideas and needs of others in developing feasible strategies to achieve goals. Obtains stakeholder acceptance and support for defined plans.
- Evaluates progress and success against performance strategies and meets deadlines.
Phrases and Statements
- Effectively manages timelines, budgets, and resources to meet project objectives and deliverables.
- Provides direction, collects, and communicates information to the project team.
- Does not clearly define the problem, which has lead to confusion and scope expanded beyond the resources available. (SB-NI)
- Inconsistently communicates with the team, struggles with striking a balance between providing updates and over-communicating to the point of confusion. (SB-NI)
People Management
Manages associates in ways that improve their ability to succeed on the job.
Criteria and Phrases
- Aligns the right work with the right people; delegates tasks according to people's strengths and interests.
- Ensures staff have the skills and resources to get things done. Provides staff with coaching, training, and opportunities for growth to improve their skills.
- Communicates expectations to the team hold them accountable. Differentiates between high and low performance. Rewards and recognizes hard work and results. Addresses performance issues promptly and corrects poor performance.
- Balances guiding the others' actions with granting authority for decision-making within set limits. Provides direction when needed without micro-managing.
- Works to create a strong team. Treats all staff fairly and consistently. Shares accountability when delegating. Involves staff in setting their performance goals
Planning and Organizing
Coordinates ideas and resources to achieve goals.
Criteria
- Identifies the sequence of tasks and the resources needed to achieve a goal, and prioritizes key action steps. Anticipates the impacts and risks of decisions and actions.
- Seeks and uses other's input about critical actions, timelines, sequencing, scope, methodology, expected outcomes, and priorities. Sees potential challenges and opportunities and adjusts plans based on information.
- Monitors and evaluates social and fiscal trends that affect the plan. Prepares strategies to deal with problems or drastic changes.
- Creates realistic schedules for projects and follows them. Evaluates progress against plan and goal.
Phrases and Statements
- Readily adheres to timelines and benchmarks.
- Develops practical alternatives to "what-if" scenarios.
- Is very effective at recognizing bottlenecks and adjusts the plan to accommodate.
- Has difficulty planning a course of action without specific instruction. (SB-NI)
Problem Solving
Resolves difficult or complicated challenges with methods and strategies that produce beneficial results.
Criteria
- Frames problems before trying to solve them. Breaks down issues and identifies all facets, including hidden or tricky aspects.
- Shows insight into the root-causes of problems. Generates a range of solutions and courses of action with benefits, costs, and risks associated with each.
- Probes all fruitful sources for answers, and thinks 'outside the box' to find options. Uses and values the good ideas of others to help develop solutions. Seeks advice from those who've solved similar problems.
- Tests proposed solutions against the reality of likely effects before going forward; looks beyond the obvious and does not stop at the first answers.
Phrases and Statements
- Approaches problems with positivity.
- Clearly explains options and solutions to stakeholders, peers, and clients.
- Approaches problems linearly - addressing only one issue or challenge at a time. (SB-NI)
- Appears overwhelmed when faced with several problems at once. (SB-NI)
Professional Development
Displays an ongoing commitment to learning, self, and skill improvement.
Criteria
- Applies talents to work assignments, and hones the competencies needed in the current role.
- Asks for and uses feedback to improve performance.
- Seeks and acquires new skills, work methods, ideas, and information that will improve efficiency and effectiveness.
- Finds and maximizes opportunities for growth and development from multiple sources.
Phrases and Statements
- Consistently pursues opportunities to learn new skills, roles, and actively seeks to cross-train.
- Researches outside sources and best practices to improve knowledge and/or understanding.
- Is typically the first in line to put a new tool, software, or resource into practice.
- Discourages others from seeking greater understanding or knowledge. (SB-NI)
- Resists applying new skills in favor of tried-and-true strategies. (SB-NI)
Strategic Vision
Sees and plans for the big, long-range picture.
Criteria
- Sees where current trends will lead and how they may influence the Bank's direction. Foresees opportunities that will come and go.
- Forms and articulates a clear picture of the future for the Bank. Explains why that future is relevant and how current decisions make or break the chance to reach it. Using a global perspective reliably forecasts future needs and devises plans to meet those needs.
- Analyzes options and decisions based on long-term pay-offs or outcomes.
- Translates the vision for a program or Bank into clear strategies.
Phrases and Statements
- Has a knack for interpreting how the parts affect the whole - understands how elements work together.
- Thinks through consequences before proposing a course of action.
- Demonstrates patience when faced with Bank shortcomings or lack of resources.
- Focuses on symptoms of the problem rather than formulating solutions to the root cause. (SB-NI)
Stress Tolerance
The ability to keep functioning effectively when under pressure and maintain self-control in the face of hostility or provocation.
Criteria
- Handles workload, competing demands, vague assignments, interruptions, and distractions with poise and ease.
- Remains steady or thrives under pressure, using it to fuel productivity and efficiency.
- Stays calm and maintains focus in turbulent, threatening, or emergencies. Makes rational decisions and continues to perform effectively.
- Provides direction in crises. Diffuses potentially violent people or situations, calming others, and removing them from harm.
Phrases and Statements
- Maintains composure in highly stressful or adverse situations.
- Can effectively handle several problems, tasks, and requests at once.
- Struggles to control his/her response when criticized. (SB-NI)
Tact
Diplomatically handles challenging or tense interpersonal situations.
Criteria
- Strives to understand the data, the people, and their views before making decisions and taking action.
- Works through difficult or awkward interpersonal situations positively. Broaches sensitive issues ways that allow rational and open discussion.
- Focuses on issues and interests instead of people or positions, even when personally attacked.
- Delivers tough messages with sensitivity to minimize the negative impact on others; critiques constructively.
- Thoughtfully intervenes in conflicts to improve communication, diffuse tension, and resolve problems. Seeks to find common ground and preserve relationships.
Phrases and Statements
- Has the ability to communicate openly with colleagues and team members without being authoritative.
- Is a good listener who has excellent communication skills and uses them effectively to maintain dialog co-workers and clients during challenging situations.
- Demonstrates frustration quickly with others. (SB-NI)
Teamwork
Promotes cooperation and commitment within a team to achieve goals and deliverables.
Criteria
- Knows and supports teammates' work and deliverables. Helps teammates who need or ask for support or assistance.
- Acknowledges and celebrates the achievements of teammates. Praises the team and its performance to others.
- Encourages team unity through sharing information or expertise, working together to solve problems, and putting the team's success first.
- Helps remove barriers to team productivity and success.
- Ensures joint ownership of goal setting, commitments, and accomplishments. Involves everyone on the team.
Phrases and Statements
- Encourages team bonding by inviting others to contribute to projects and decisions.
- Brings new ideas and techniques to promote collaboration with peers.
- Tends to prefer working alone and avoids collaborative projects if possible. (SB-NI)
Time Management
Demonstrates personal leadership in the use of time, as well as exhibits reasoning and sound judgment in prioritizing work, projects, and deadlines.
Criteria
- Keeps focused on deadlines and prevent distractions from impeding meeting expectations.
- Regularly projects specific timetables along with the next steps to keep self and others on track.
- Holds self accountable for punctuality.
- Estimates the time necessary to complete tasks reliably.
Phrases and Statements
- Is consistently proactive when approaching tasks, projects, and deadlines.
- Ensures consistent work timing and quality, despite regular distractions.
- Handles interruptions well.
- Gets easily side-tracked and loses track of time. (SB-NI)
- Appears overwhelmed by the average workload. (SB-NI)
Valuing Diversity
Helps create a work environment that embraces and appreciates diversity.
Criteria
- Sees the value of cultural, ethnic, gender, and other individual differences in people. Creates an environment of learning about valuing, encouraging, and supporting differences.
- Seeks different points of view and leverages diverse perspectives in group processes and decision making. Checks own opinions against the views of others.
- Supports fair treatment and equal opportunity for all. Listens to and objectively considers the ideas/input of others—Respects the talents and contributions of all individuals.
- Strives to eliminate barriers to diversity.
Phrases and Statements
- Welcomes new ideas and ways of looking at situations and processes.
- Builds an environment of trust and openness in information sharing.
- Supports the Bank's diversity mission and inclusion initiatives.
- Makes little effort to understand those with differing opinions, cultures, or views than own. (SB-NI)