Universal

Universal Competencies

Our Values •• Customer Customer Focus Focus •• Service Service Excellence Excellence •• Administrative Administrative Excellence Excellence •• Accountability Accountability •• Performance Performance Management Management

• Process Innovation • Transparency & Openness • People • Balanced Lifestyle • Teamwork

Development Process • Universal Competencies based on our Values • Series of Focus Group Discussions of leaders and members • Validated by Mancom • Launched in the E-Brand cascade • Sustained through monthly PEP

Universal Competencies for members • Business Knowledge • Communication • Interpersonal Relationship • Customer Focus • Problem Solving • Time Management • Process Innovation

Rating Scale for Universal Competencies Consistently builds integrity year in 5 – Consistently demonstrated and year out. Acts as a role model. 4 – Demonstrated all the time Demonstrated above 60% of the time during the evaluation period 3 – Demonstrated most of the time Demonstrated 60% of the time during the evaluation period Demonstrated 25% of the time 2 – Sometimes demonstrated during the evaluation period

1 – Not demonstrated

Different Different from from ratings ratings of of technical technical competencies competencies because because we we are are measuring measuring demonstrations demonstrations of of behavior. behavior.

Business Knowledge • Understands history of the organization, its culture, nature of the business, products and services. • Provides accurate information regarding business operations and procedures and refers issues and concerns to proper person/s and/or department for prompt resolution. • Has a clear understanding of the functions, requirements, and responsibilities of the job sufficiently to perform the job well. • Is aware of the over-all and specific objectives of the department and performs the job accordingly • Demonstrates high technical or professional competence in accomplishing tasks

Communication • Clearly conveys ideas; able to clearly convey ideas and information to peers and/or leader in verbal and written form. • Presents courses of action in a clear and concise manner. • Provides frequent and timely feedback to team members and leaders. • Ability to pull, absorb and share information to develop oneself and the organization.

Interpersonal Relationship • Maintains harmonious relationship among peers, team members, leaders and customers. • Exhibits flexibility and teamwork. • Collaborates on work by soliciting ideas and opinions within and among different functional teams.

Customer Focus • Treats the next person, the next process as a customer, and ensures delivery of the right service at the right time in the right place. • Ensures that products and services meet work standards and customer expectations. • Makes follow-through with customers on services provided to ensure customer satisfaction. • Recommends improvements to enhance products and services.

Problem Solving and Analysis • Identifies problems and determines its causes and effects. • Determines available resources to address the problem. • Initiates measures to prevent the repetition of the problem.

Time Management • Plans out and accomplishes work schedules within the agreed timeline. • Effectively identify and prioritize work assignment based on established and agreed timeline.

Process Innovation • Receptive and open to changes in the organization and work processes. • Supports all change initiatives of the organization.

Universal Competencies (for unit leaders up) • Business Knowledge • Communication • Interpersonal Relationship • Customer Focus • Problem Solving • Time Management • Process Innovation

Business Knowledge • Understands history of the organization, its culture, nature of the business, products and services. • Provides accurate information regarding business operations and procedures and refers issues and concerns to proper person/s and/or department for prompt resolution. • Has a clear understanding of the functions, requirements, and responsibilities of the job sufficient to perform the job well. • Is aware of the over-all and specific objectives of the department and performs the job accordingly • Demonstrates high technical or professional competence in accomplishing tasks

Communication • Able to clearly convey ideas and information to peers and/or leader in verbal and written form. • Presents courses of action in a clear and concise manner. • Provides frequent and timely feedback to team members and leaders. • Ability to pull, absorb and share information to develop oneself and the organization. • Is confident in presenting and deliberating business updates and direction to groups; projects a professional image and grooming. • Is able to create presentation with substance and form; making use of appropriate tools and mediums.

Interpersonal Relationship • Maintains harmonious relationship among peers, team members, leaders and customers. • Exhibits flexibility and teamwork. • Collaborates on work by soliciting ideas and opinions within and among different functional teams. • Shows respect for individual differences and makes use of the team’s diverse talents and strengths to achieve shared goals. • Develops an effective network of alliances within and outside the organization and/or work group, and initiates strategic information sharing.

Customer Focus • Treats the next person, the next process as a customer, and ensures delivery of the right service at the right time in the right place. • Ensures that products and services meet work standards and customer expectations. • Makes follow-through with customers on services provided to ensure customer satisfaction. • Recommends improvements to enhance products and services.

Problem Solving and Analysis • Identifies problems and determines its causes and effects. • Determines available resources to address the problem. • Initiates measures to prevent the repetition of the problem. • Develops and documents strategies and action plans to address identified problems focusing on the root cause. • Establishes timelines on how strategies and actions are to be implemented, with identified deliverables. • Initiates measures to prevent the repetition of the problem.

Time Management • Plans out and accomplishes work schedules within the agreed timeline. • Effectively identify and prioritize work assignment based on established and agreed timeline.

Process Innovation • Receptive and open to changes in the organization and work processes. • Reviews existing processes and gathers pertinent data and/or information to identify possible areas for improvement and recommends strategies and action plans in implementing proposed changes. • Determines and weighs the risks and opportunities involved in pursuing recommended changes. • Develops feedback mechanism on implemented changes.

Rating Scale for Universal Competencies 5 – Consistently demonstrated 4 – Demonstrated all the time 3 – Demonstrated most of the time 2 – Sometimes demonstrated 1 – Not demonstrated

Complementary Competencies for unit leaders and team leaders • Leadership • Organizational Skills • Project Management • General Management • Control

Leadership • Identifies and conceptualizes types of learning and development initiatives to improve individual and team performance. • Promotes and leverages on the talent and unique contribution of every individual to increase effectiveness. • Is committed to continuous learning by monitoring, guidance and coaching of team members.

Organizational Skills • Strikes a balance between job requirements and people resource. • Performs the tasks in the absence of team members. • Collaborates on work and coordinates the exchange of information within the team. • Encourages an open communication in work scheduling in terms of time and task assignment. • Empower team members in decision-making by assigning tasks or projects.

Project Management • Effectively manages an assignment or project and seeing through its completion based on the committed timeline, work breakdown structure and budget. • Sets milestones in monitoring progress of the project. Celebrates achievement of milestones. • Communicates status of projects and/or action plans, identifies what actions are effective and which needs further deliberation and improvement. • Creates feedback mechanism to determine the impact of the project. • Modifies operational activities to support changes in project scope, creates flexible plans and/or contingency.

General Management • Properly and sufficiently documents processes and procedures; establishes a monitoring system in the updating of documents. • Regularly monitors adherence to good housekeeping practices. • Adherence to legal requirements

Control • Is aware of cost implications and ROIs of project ventures in relation to team objectives; monitors monthly financial statements. • Establishes an interdependent approach between individuals/teams in setting up systems, processes and control; appoints process owners. • Manages day-to-day operations through regular updates.

Leadership Competencies for team leaders and officers • Managing Performance • Leading Change • Catalyzing Teams • Cultivating and Retaining Talent • Inspiring Commitment • Creating a Compelling Vision • Contextual Grounding • Personal Grounding

Managing Performance • Dependability • Results and Productivity • Decisiveness • Judgment and Reasoning • Managing Accountability • Planning, Prioritizing and Maintaining Focus

Leading Change • Adaptability • Agent of Change • Handling Resistance to Change • Taking Initiative • Culture Management • Developing Structures, Systems and Processes • Reengineering Processes

for sys 20-30 positions

for sys 35 and up

Catalyzing Teams • Building Teams • Openness to Input • Facilitating Conflict Resolution • Leveraging Diversity • Relationship Building • Social Astuteness • Working Across Boundaries • Negotiation

Cultivating and Attracting Talent • Finding and attracting talent • Coaching • Delegation and Empowerment • Emphasizing Excellence • Praise and Recognition • Sensitivity and Consideration

Inspiring Commitment • First Impression • Formal Presentation • Creating Buy-in • Creating Meaning • Model of Commitment • Model of Values • Inspirational Role Model

Creating a Compelling Vision • Creativity and Innovation • Strategic Focus • Visionary Thinking

Contextual Grounding • External Focus • Information Sharing • Listening • Organizational Awareness

Personal Grounding • Assertiveness • Emotional Control and Composure • Resilience and Stress Management • Self-Confidence • Forthrightness

Rating Scale for Complementary & Leadership Competencies

5 – Consistently Exceeds Expectations has exceptionally been more than 4Performance – Often Exceeds Expectations

what is expected; 3Consistently – Meets Expectations a leader performer; Rarely equaled performance 2 – Sometimes Fails Expectations Should be limited to distinguished, outstanding exceptional performers. 1and – Never Meets Expectations

Rating Scale for Complementary & Leadership Competencies

5 – Consistently Exceeds Expectations 4 – Often Exceeds Expectations Performance often exceeds normal expectations 3 – Meets Expectations and requirements of the job; 2A –highly Sometimes Fails Expectations satisfactory performer; Should be limited to those who can deliver 1 – Never Meets Expectations expected outputs with minimal supervision

Rating Scale for Complementary & Leadership Competencies

5 – Consistently Exceeds Expectations 4 – Often Exceeds Expectations 3 – Meets Expectations meetsFails requirements of the job; 2Performance – Sometimes Expectations A satisfactory performer; 1Exhibits – Never Meets Expectations competence in current job

Rating Scale for Complementary & Leadership Competencies

5 – Consistently Exceeds Expectations 4 – Often Exceeds Expectations 3 – Meets Expectations 2 – Sometimes Fails Expectations Performance sometimes meets requirements of the job; Rating reflects immediate need for development intervention

1 – Never Meets Expectations

Rating Scale for Complementary & Leadership Competencies

5Performance – Consistently Exceeds Expectations is unsatisfactory or grossly 4inadequate; – Often Exceeds Expectations Never meets requirements of the job;

3 – Meets Expectations

Rating reflects need for closer supervision and

2monitoring – Sometimes Fails Expectations 1 – Never Meets Expectations

Next Steps • Assessment including technical competencies • Profiling • Feedback discussions • Development Planning • Implementation