Individual Contributor Skills Spectrum

INDIVIDUAL CONTRIBUTOR Provides Thought Leadership - Consistently adds real value, providing innovative ideas, leading to improvement initiatives and best in class service and efficiency for the customer. Unskilled

Developing

Proficient

Highly Skilled

Role Model

Treats success derived from implementing best practices as a secret to be kept versus a tip to be shared.

Routes articles regarding technical, professional and industry knowledge to others.

Networks with others inside and outside the company to identify new trends and best practices.

Hoards knowledge and information as a way to gather more power or influence.

Discusses differences and looks for common ground.

Initiates and champions innovation and process improvement when needed.

Is quick to criticize and question others who present opposing opinions.

Demonstrates the ability to see beyond the obvious and think outside of defined norms

Evaluates own performance, products, services, and processes against quality standards.

Uses continuous improvement processes effectively. Shows indifference towards planning against goals and working the plan. Displays a limited perspective of the Convergys mission, goals, strategies, strengths and weaknesses within which their responsibilities lie.

Participates in cross-functional teams to gain crossfertilization and diverse disciplines' viewpoints.

Accesses internal and external resources that provide information on industry and market trends.

Communicates innovative approaches and ideas that create operational efficiencies.

Achieves Extraordinary Results - Consistently delivers results that directly impact business success. Unskilled

Developing

Causes confusion when priorities are not anchored to the goals of the organization. Completes only those projects and tasks that have been assigned; rarely looks for opportunities to do more.

Proficient

Highly Skilled

Establishes project plan and team focus. Manages self and resources against plans and budget to deliver commitments and to produce results.

Role Model

Builds mutually beneficial business relationships with internal and external clients in an open, friendly and accepting manner. Shows determination to achieve important goals.

Focuses on key performance deliverables. Impedes progress towards goals by unnecessarily prolonged decision making.

Monitors and adjusts activities to meet objectives.

Establishes every task, project or activity as a high priority item.

Makes fulfilling customer needs and meeting deliverables the highest priority.

Focuses too much on the day-to-day work at the expense of longer term issues.

Persists despite obstacles and opposition. Seeks further resources on a proactive basis; does not wait until resources are depleted. Cultivates a broad network of relationships to exchange ideas and rally support.

Drives Change - Proactively identifies change/improvements that will add value and positively contributes to the implementation of change. Unskilled

Developing

Does not communicate changes on a timely basis or to all parties affected.

Proficient

Highly Skilled

Looks for better ways of doing things.

Role Model

Communicates innovative approaches and ideas that create operational efficiencies.

Is alert to new practices and technologies. Resists change and is obstinate when a different approach is suggested. Verbalizes a lack of confidence about successful outcomes of impending change. Stifles team members’ initiatives to improve existing processes or service.

Generates new and appropriate interpretations and behaviors in response to unfamiliar cultural settings. Adapts to changes in work parameters in a productive manner. Proposes new approaches, methods, or technologies

Reacts to changes in the business instead of proactively planning for them.

Initiates and champions process improvement when needed. Displays a ‘can-do’ attitude and approaches challenges from a problem-solving perspective. Acknowledges the transition process for accepting change both for self and others. Initiates and/or proposes solutions proactively.

Leadership Presence - Influential and confident without being arrogant, and skilled at communicating at all levels Unskilled

Developing

Hoards knowledge and information as a way to gather more power or influence.

Proficient

Role Model

Utilizes effective negotiation skills (win/win).

Shows a level of patience appropriate to the situation.

Adjusts actions as appropriate in consideration of others needs and circumstances.

Fails to project enthusiasm or energy in their tone of speaking.

Promotes harmony among team members.

Ignores comments that hurt, alienate or may embarrass people from a different background or belief system.

Demonstrates appreciation for diversity and cultural differentiation.

Uses clichés and words with vague meanings rather than more precise words.

Shows respect for others' opinions.

Seeks to win by intimidating others rather than seeking cooperative solutions to issues.

Highly Skilled

Accepts full responsibility for individual results.

Gains trust and respect from others by consistently delivering results on commitments and acts with integrity. Achieves desired business results through others with different backgrounds, perspectives, and approaches. Works cooperatively with others to produce innovative solutions.

Builds and Leverages Customer Relationships - Leverages relationships with internal/external customers to drive business growth, focused on meeting the customer's objectives. Unskilled

Developing

Proficient

Highly Skilled

Socializes plan with stakeholders on a minimal basis. Surprises stakeholders by making changes which are not communicated. Focuses too much attention on tasks and details and not enough on people and relationships.

Role Model

Collaborates with other business units to seek alignment.

Brings diverse perspectives and approaches together to create unique solutions.

Cultivates a broad network of relationships to exchange ideas and rally support.

Networks with others inside and outside the company to identify new trends and best practices.

Accesses internal and external resources that provide information on industry and market trends.

Utilizes effective negotiation skills (win/win).

Judgmental and critical to an extreme in day-to-day dealings with others.

Uses support systems to navigate transition.

Works alone at times when working with others would build stronger relationships and produce better results.

Gathers information from multiple sources (external and internal).

Builds mutually beneficial business relationships with internal and clients in an open, friendly and accepting manner. Matches people and activities to get things done effectively.

Collaborates to Achieve Company Goals - Works cooperatively, listens to learn others' perspectives, and puts company goals ahead of individual goals. Unskilled

Developing

Proficient

Seeks input and opinions from a select few.

Viewed as a team member, not a competitor with peers.

Fails to challenge organizational policies or practices that appear to be exclusionary.

Solves problems collaboratively. Listens actively and gives full attention to the speaker.

Treats the success derived from implementing a best practice as a secret to be kept versus a tip to be shared. Surprises others by sharing information in meetings that needed to be communicated beforehand. Does not demonstrate interest or encourage others to share ideas.

Embraces change personally and encourages others to embrace change. Responds quickly to questions and requests for information that others may have.

Highly Skilled

Role Model

Achieves desired business results through others with different backgrounds, perspectives, and approaches. Shares information regarding observed developing trends with upper management. Collaborates with other business units to seek alignment. Supports an inclusive work environment, where each employee has the opportunity to contribute and achieve. Discusses differences and looks for common ground.

COMPETENCY MODEL MAPPING PREVIOUS TO STREAMLINED

INDIVIDUAL CONTRIBUTOR (PREVIOUS MODEL) RESULTS - Sense of Urgency - Follow Through - Focus on Priorities - Planning and Organizing - Problem Solving - Process Improvement BUSINESS - Financial Impact - Business Consulting - Industry Knowledge PEOPLE - Initiaivet - Accountability - Personal Development - Adapts to Change COLLABORATION - Relationships - Respect for Others - Knowledge Sharing - Work Environment COMMUNICATION - Effective Dialogue - Written Communication - Effective Presentation

INDIVIDUAL CONTRIBUTOR (STREAMLINED MODEL) Achieves Extraordinary Results Achieves Extraordinary Results Achieves Extraordinary Results Achieves Extraordinary Results Achieves Extraordinary Results Drives Change Achieves Extraordinary Results Builds and Leverages Customer Relationships Thought Leadership Attracts and Develops Top Talent Leadership Presence Leadership Presence Drives Change Collaborates to Achieve Company Goals Collaborates to Achieve Company Goals Collaborates to Achieve Company Goals Collaborates to Achieve Company Goals Leadership Presence Leadership Presence Leadership Presence