Role Related Competencies Assessment– Client Services Manager 1 The information pertains to role related competencies. The first three competencies are core behaviours expected of all staff within IT. The remaining are role based competencies relevant to the position within the IT Career Framework. During the review process it is important to highlight specific examples. It might be useful to refer back to previous performance planning discussions to consider how and where performance met or did not meet expectations, as well as to identify other factors that shaped performance. Core % Meets Definition Proficiency Expectations Competency Expectations Communication Clearly and effectively transmits Intermediate: Conducts discussions for Results technical and business concepts, with and writes memoranda to all ideas, feelings, opinions, and levels of colleagues and peer conclusions orally and in writing. groups in ways that support Listens attentively and for troubleshooting and problem comprehension. Reinforces words solving. Seeks and shares relevant through empathetic body language and information, opinions, and tone. judgments. Handles conflict empathetically. Explains the context of interrelated situations, asks probing questions, and solicits multiple sources of advice prior to taking action when appropriate. Comments: Problem Solving Anticipates, identifies, and defines Intermediate: Applies problems. Seeks root causes. solving methodologies and to Develops and implements practical diagnose and solve operational and and timely solutions. interpersonal problems. Determines the potential causes of the problem and devises testing methodologies for validation. Shows empathy and objectivity toward individuals involved in the issue. Analyzes multiple alternatives, risks, and benefits for a range of potential solutions. Recommends resource requirements and collaborates with impacted stakeholders. Comments: Collaboration Collaborates with members of Advanced: Consistently fosters formal and informal groups in the collaboration and respect among pursuit of common missions, vision, team members by addressing values, and mutual goals. Places team elements of the group process that needs and priorities above individual impedes, or could impede, the needs. Involves others in making group from reaching its goal. decisions that affect them. Draws on Engages the people,” within “right the strengths of colleagues and gives and beyond organizational credit to others' contributions and boundaries, by matching individual achievements. capabilities and skills to the team’s
Role Related Competencies Assessment– Client Services Manager 1 The information pertains to role related competencies. The first three competencies are core behaviours expected of all staff within IT. The remaining are role based competencies relevant to the position within the IT Career Framework. During the review process it is important to highlight specific examples. It might be useful to refer back to previous performance planning discussions to consider how and where performance met or did not meet expectations, as well as to identify other factors that shaped performance. Core Competency Definition Proficiency Expectations % Meets Expectations Communication for Results Clearly and effectively transmits technical and business concepts, ideas, feelings, opinions, and conclusions orally and in writing. Listens attentively and for comprehension. Reinforces words through empathetic body language and tone. Intermediate: Conducts discussions with and writes memoranda to all levels of colleagues and peer groups in ways that support troubleshooting and problem solving. Seeks and shares relevant information, opinions, and judgments. Handles conflict empathetically. Explains the context of interrelated situations, asks probing questions, and solicits multiple sources of advice prior to taking action when appropriate. Comments: Problem Solving Anticipates, identifies, and defines problems. Seeks root causes. Develops and implements practical and timely solutions. Intermediate: Applies methodologies and to diagnose and solve operational and interpersonal problems. Determines the potential causes of the problem and devises testing methodologies for validation. Shows empathy and objectivity toward individuals involved in the issue. Analyzes multiple alternatives, risks, and benefits for a range of potential solutions. Recommends resource requirements and collaborates with impacted stakeholders. Comments: Collaboration Collaborates with members of formal and informal groups in the pursuit of common missions, vision, values, and mutual goals. Places team needs and priorities above individual needs. Involves others in making decisions that affect them. Draws on the strengths of colleagues and gives credit to others' contributions and achievements. Advanced: Consistently fosters collaboration and respect among team members by addressing elements of the group process that impedes, or could impede, the group from reaching its goal. Engages the “right people,” within and beyond organizational boundaries, by matching individual capabilities and skills to the team’s solving
Client-Services-Manager-Competency.docx