Results focus

  • Demonstrates a track record of delivering results
  • Drives strong enthusiasm and a 'can do' attitude to achieving results in employees
  • Applies knowledge to remove significant barriers to ensure achievement of results
  • Is relentless in the pursuit of SMART objectives for themselves and others
  • Generates new ideas, opportunities, and innovations to drive continuous improvement and sustainable growth
  • Builds a high performance culture focussed on delivery and excellence
  • Demonstrates drive and ambition in the pursuit of business goals

Strategic thinking

  • Translates organisation's mission and strategy into meaningful objectives for teams and individuals
  • Deals with immediate challenges day to day without losing focus on the bigger picture
  • Identifies and takes advantage of commercial opportunities to maintain a competitive edge
  • Plan ahead and set goals which align with the business unit and overall company vision effectiveness
  • Implements plans that create alignment which drive effectiveness across teams

People management

  • Provides a balance of direction and empowerment to enable the team to grow
  • Sets clear, challenging and measurable goals so that people know what is expected of them
  • Provides timely and constructive feedback
  • Encourages individuals to take on stretching challenges and new responsibilities
  • Identifies opportunities for the team to develop in-line with the needs of the business
  • Manages good and poor performance effectively and confidently
  • Actively leads by example and champions diversity in everyday actions and decisions

Working collaboratively

  • Adopts and promotes a collaborative way of working
  • Builds relationships across differing teams to encourage teamwork and knowledge sharing for superior business performance
  • Utilises internal and external networks in the industry or profession to achieve goals
  • Demonstrates an inclusive approach by bringing together the right people to achieve common goals
  • Sets up measures to regularly evaluate how well the team is working with others
  • Consults with the team when decisions and actions affect them
  • Works hard to create and openly share plans, ideas, and goals that include the right people

Ownership and accountability

  • Takes responsibility for the outcomes of decisions they have made
  • Conveys clear expectations, holding people fully accountable for achieving all key business goals
  • Provides the right level of support to empower people to take accountability in their work
  • Consistently follows through and delivers on even difficult commitments, and challenges those who do not
  • Accepts ultimate responsibility for their achievement of objectives


  • Is trusted and fosters an environment of trust
  • Role models the values to motivate others
  • Holds self and others accountable on issues of ethics and social responsibility
  • Respects differences and similarities; taking the time to understand the viewpoints of others
  • Shows respect when interacting with others, regardless of level, both inside and outside of the company

Customer focus

  • Actively works to earn the trust and respect of customers in order to build superior relationships
  • Demonstrates a thorough and holistic understanding of customers' needs
  • Sets realistic expectations with customers and delivers on commitments
  • Actively seeks or encourages others to seek customer input and feedback to improve what we do
  • Proactively and constructively challenges current business assumptions to consider how to provide value to customers and clients beyond their expectations
  • Demonstrates to their team the importance of excellent client handling skills through the behaviours they role model.