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 Routes articles regarding technical, professional and industry Networks with others inside and outside the company to
a secret to be kept versus a tip to be shared. knowledge to others. identify new trends and best practices.

Hoards knowledge and information as a way to gather more
power or influence.
Is quick to criticize and question others who present
opposing opinions.
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.
Discusses differences and looks for common ground.
Demonstrates the ability to see beyond the obvious and think
outside of defined norms
Uses continuous improvement processes effectively.
Accesses internal and external resources that
provide information on industry and market
trends.
Initiates and champions innovation and process
improvement when needed.
Evaluates own performance, products, services, and
processes against quality standards.
Participates in cross-functional teams to gain cross-
fertilization and diverse disciplines' viewpoints.
Communicates innovative approaches and ideas that create
operational efficiencies.

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

Unskilled Developing Proficient Highly Skilled Role Model

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.
Impedes progress towards goals by unnecessarily prolonged
decision making.
Establishes every task, project or activity as a high priority
item.
Focuses too much on the day-to-day work at the expense of
longer term issues.
Establishes project plan and team focus.
Manages self and resources against plans and budget to
deliver commitments and to produce results.
Focuses on key performance deliverables.
Monitors and adjusts activities to meet objectives.
Makes fulfilling customer needs and meeting deliverables the
highest priority.
Builds mutually beneficial business relationships with
internal and external clients in an open, friendly and
accepting manner.
Shows determination to achieve important goals.
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 Proficient Highly Skilled Role Model

Does not communicate changes on a timely basis or to all
parties affected.
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.
Looks for better ways of doing things.
Is alert to new practices and technologies.
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
Communicates innovative approaches and ideas that create
operational efficiencies.
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.

Reacts to changes in the business instead of proactively Initiates and/or proposes solutions proactively.
planning for them.

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

Unskilled Developing Proficient Highly Skilled Role Model

Hoards knowledge and information as a way to gather more
power or influence.
Fails to project enthusiasm or energy in their tone of
speaking.
Ignores comments that hurt, alienate or may embarrass
people from a different background or belief system.
Uses clichés and words with vague meanings rather than
more precise words.
Seeks to win by intimidating others rather than seeking
cooperative solutions to issues.
Accepts full responsibility for individual results.
Shows a level of patience appropriate to the situation.
Promotes harmony among team members.
Demonstrates appreciation for diversity and cultural
differentiation.
Shows respect for others' opinions.
Utilizes effective negotiation skills (win/win).
Adjusts actions as appropriate in consideration of others
needs and circumstances.
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
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.
Judgmental and critical to an extreme in day-to-day dealings
with others.
Works alone at times when working with others would build
stronger relationships and produce better results.
Collaborates to Achieve Company Goals - Works cooperatively, listens to learn others' perspectives, and puts company goals ahead of individual goals.
Unskilled Developing
Seeks input and opinions from a select few.
Fails to challenge organizational policies or practices that
appear to be exclusionary.
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.
Proficient
Collaborates with other business units to seek alignment.
Cultivates a broad network of relationships to exchange ideas
and rally support.
Accesses internal and external resources that provide
information on industry and market trends.
Uses support systems to navigate transition.
Gathers information from multiple sources (external and
internal).
Proficient
Viewed as a team member, not a competitor with peers.
Solves problems collaboratively.
Listens actively and gives full attention to the speaker.
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
Brings diverse perspectives and approaches together to
create unique solutions.
Networks with others inside and outside the company to
identify new trends and best practices.
Utilizes effective negotiation skills (win/win).
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.
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) INDIVIDUAL CONTRIBUTOR (STREAMLINED MODEL)

RESULTS
- Sense of Urgency Achieves Extraordinary Results
- Follow Through Achieves Extraordinary Results
- Focus on Priorities Achieves Extraordinary Results
- Planning and Organizing Achieves Extraordinary Results
- Problem Solving Achieves Extraordinary Results
- Process Improvement Drives Change
BUSINESS
- Financial Impact Achieves Extraordinary Results
- Business Consulting Builds and Leverages Customer Relationships
- Industry Knowledge Thought Leadership
PEOPLE
- Initiaivet Attracts and Develops Top Talent
- Accountability Leadership Presence
- Personal Development Leadership Presence
- Adapts to Change Drives Change
COLLABORATION
- Relationships Collaborates to Achieve Company Goals
- Respect for Others Collaborates to Achieve Company Goals
- Knowledge Sharing Collaborates to Achieve Company Goals
- Work Environment Collaborates to Achieve Company Goals
COMMUNICATION
- Effective Dialogue Leadership Presence
- Written Communication Leadership Presence
- Effective Presentation Leadership Presence