Universal Competencies

Our Values
•• Customer
Customer Focus
Focus • Process Innovation
•• Service
Service Excellence
Excellence • Transparency &
•• Administrative
Administrative Openness
Excellence
Excellence • People
•• Accountability
Accountability • Balanced Lifestyle
•• Performance
Performance • Teamwork
Management
Management
 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
2 – Sometimes demonstrated Demonstrated 25% of the time
during the evaluation period
1 – Not demonstrated

Different
Different from
from ratings
ratings of
of technical
technical competencies
competencies
because
because wewe 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 for sys 20-30
• Handling Resistance to Change positions
• Taking Initiative
• Culture Management
• Developing Structures, Systems
for sys 35
and Processes
and up
• Reengineering Processes
 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

4Performance has exceptionally
– Often Exceeds been more than
Expectations
what is expected;
3Consistently
– Meets Expectations
a leader performer;
Rarely equaled performance
2 – Sometimes Fails Expectations
Should be limited to distinguished, outstanding
1and
– Never Meets
exceptional Expectations
performers.
 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
satisfactory Expectations
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
2Performance
– SometimesmeetsFails
requirements of the job;
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
1 – Never Meets Expectations
the job;
Rating reflects immediate need for
development intervention
 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