Competencies make up 25 percent of your overall performance. They represent the blend of behaviors, knowledge, skills, abilities, and personal attributes that drive strong individual performance and, ultimately, organizational success. Your competencies serve as a foundation for your manager’s assessment during your year-end review and help guide conversations around growth and development. Watch a video that discusses how eMoney uses competencies.
Competency expectations vary by role and are organized into three levels:
Each level includes defined success measures and behavioral examples to help you understand what great performance looks like at eMoney.
| Competency Definition | Individual Contributors, Supervisors & Managers | Advisory/Director & Above |
Communicates Effectively Developing and delivering multi-channel communications that convey a clear understanding of the unique needs of different audiences. | Is effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels. Attentively listen to others. Adjusts to fit the audience and the message. Provides timely and helpful information to others across the organization. Encourages the open expression of diverse ideas and opinions. | Delivers messages in a clear, compelling and concise manner. Actively listens and checks for understanding. Articulates messages in a way that is broadly understandable. Adjusts communication content and style to meet the needs of diverse stakeholders. Models and encourages the expression of diverse ideas and opinions. |
| Action Oriented Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. | Readily acts on challenges, without unnecessary planning. Identifies and seizes new opportunities. Displays a can-do attitude in good and bad times. Steps up to handle tough issues. | Quickly and decisively takes action in fast-changing, unpredictable situations. Shows a tremendous amount of initiative in tough situations; is exceptional at spotting and seizing opportunities. |
| Customer Focus Building strong customer relationships and delivering customer-centric solutions. | Gains insight into customer needs. Identifies opportunities that benefit the customer. Builds and delivers solutions that meet customer expectations. Establishes and maintains effective customer relationships. | Develops high quality, customer-focused solutions. Provides customer focused vision, strategy, and leadership. Communicates the link between customer service and business success to stakeholders. |
| Competency Definition | Knowledge, Skills, Behaviors (Success Measures) |
Ensures Accountability Holding self and others accountable to meet commitments. | Operates with a clear sense of responsibility; learns about, and adheres to, policies, procedures, and work requirements. Takes steps to ensure work is done properly, communicates status, and addresses any errors. Accepts responsibility for own work, both successes and failures; does not make excuses for problems. Meets commitments to others. Tracks performance, learning from both successes and failures. Readily takes on challenges or difficult tasks and delivers on commitments. |
| Self-Development Actively seeking new ways to grow and be challenged using both formal and informal development channels. | Takes advantage of available opportunities to update knowledge, skills, and abilities and to apply them on the job. Seeks guidance concerning opportunities and resources for continuous learning and development. Demonstrates strong commitment to own development by continuously updating knowledge, skills, and abilities. Shows strong enthusiasm for seeking learning opportunities and stretch opportunities. Creates a thorough, detailed development plan (in DIG) and completes training and performance tasks by required completion dates. |
| Decision Quality Making good and timely decisions that keep the organization moving forward. | Considers all relevant factors and uses appropriate decision-making criteria and principles while considering the impact of decisions. Integrates analysis, experience, and other inputs to make effective decisions. Knows when to act independently and when to escalate issues. Integrates various inputs, decision criteria, and trade-offs to make effective decisions. Typically makes good independent decisions. Consistently demonstrates strong judgment; is sought out by others for expertise and guidance. |
| Demonstrates Self-Awareness Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses. | Actively seeks feedback from a variety of sources; asks clarifying questions to understand and improve own impact on others or on team performance. Reflects on and learns from own mistakes. Displays a growth mindset. Seeks balanced feedback from others and is receptive to both positive and constructive views; applies insights from feedback. Knows own strengths and limits and how own style impacts others and willingly adjusts when needed. |
| Values differences Recognizing the value that different perspectives and cultures bring to an organization. | Promotes a team environment that values, encourages, and supports differences. Grasps the uniqueness of each individual and seeks to understand different perspectives and cultures. Provides clear messages about the business value of diversity; urges people to learn from diverse perspectives. Is sensitive to differences in norms, expectations, and ways of communicating. |
| Competency Definition | Knowledge, Skills, Behaviors (Success Measures) |
| Business Insight Applying knowledge of business and the marketplace to advance the organization’s goals. | Understands the main business fundamentals including the organization’s strategic priorities, industry developments, and trends; Has an in-depth understanding of how eMoney makes money. Has a clear grasp of business drivers, finds new ways to increase own contribution. Stays attuned to business and industry changes, ensures own activities remain aligned to key objectives. Understands and uses knowledge of business priorities and metrics to guide actions. Understands budgets and key performance measures and how decisions will impact value creation. Understands critical interdependencies across business units and grasps and explains the short and long-term trade-offs of business decisions. |
| Builds Effective Teams Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals. | Brings together people of different perspectives with a diverse mix of strengths, styles, and experiences. Skillfully leverages the unique capabilities of each. Creates a feeling of belonging by holding regular team meetings and individual 1:1’s. Shares wins and rewards individual and team efforts (Employee Excellence Awards, emPower Points and other forms of recognition). Fosters open dialogue and collaboration among the team and takes appropriate actions to correct dysfunctional team and individual behavior/s. Connects with team members on projects and leverages their strengths and knowledge to deliver the best possible results. Champions decisions and operates in a way that builds team spirit. |
| Manages Conflict Handling conflict situations effectively, with a minimum of noise. | Handles conflicts and differences of opinion in a composed, respectful, and tactful manner, rebounds from conflicts without retaliation. Skillfully draws upon a wide range of perspectives to find optimal solutions to challenging situations. Seeks out a variety of opinions and options; maintains an open mind; takes steps to ensure conflict remains constructive. Responds quickly and constructively to emerging conflicts; redirects those who engage destructively in conflicts. Effectively and fairly resolves issues between departments and teams. |
| Develops Talent Developing people to meet both their career goals and the organization’s goals. | Develops others through coaching, feedback, exposure, and stretch assignments. Aligns employee career development with organizational objectives. Creates a development-focused culture by promoting organizational resources and systems to facilitate the development of all talent. Champions employee development; articulates the value and benefit of employee growth opportunities. Encourages people to accept developmental opportunities. |
| Drives Engagement Creating a climate where people are motivated to do their best to help the organization achieve its objectives. | Creates a highly motivating atmosphere in which many people feel energized and enthusiastic about achieving common goals. Gives others appropriate latitude to get work done. Shares insight into the purpose of the work, involves others appropriately and gives them credit for their contributions. Praises the successes of others. Create and implement action plans to address key priorities on engagement survey results. Provide updates on progress and celebrate successes. |
| Competency Definition | Knowledge, Skills, Behaviors (Success Measures) |
| Plans and Aligns Planning and prioritizing work to meet commitments aligned with organizational goals. | Makes skillful use of resources to deliver effective, high-quality work. Lays out a thorough schedule and steps for achieving strategic objectives. Identifies obstacles and develops contingency plans and looks ahead to determine and obtain needed resources to meet objectives. Achieves greater cohesion, integration, and alignment between own group and other areas. |
| Strategic Mindset Seeing ahead to future possibilities and translating them into breakthrough strategies. | Keeps business strategies up to date to address evolving dynamics in the market trends and organization. Leverages key differentiators in the market. Aligns the strategies of different business units to address long-term opportunities. Provides a clear picture of the organization’s vision and strategy and what the team needs to do to realize them. Sees how own work connects to the broader organization’s strategy. Understands what actions to take to help the organization reach its goals. Spots trends and asks about future issues that may impact own work. |
| Manages Complexity Making sense if complex, high quantity, and sometimes contradictory information to effectively solve problems. | Acquires and analyzes data from multiple and diverse sources when solving problems.Recognizes subtle symptoms that indicate problems; probes deeply for root causes; uses systematic problem-solving methods. Consistently looks at complex issues from multiple angles; considers the implications of different options. Provides optimal recommendation. Assembles information into a cohesive, simplistic message that provides understanding of complex issues. Sees the systematic elements of issues’ the major connections, linkages, and interdependencies. Ensures the team and organization has reliable ways to gather needed information. |
| Balances Stakeholders Anticipating and balancing the needs of multiple stakeholders. | Learns about the various stakeholders and gains insight into how to balance their different needs; listens to others to gain an understanding of the varying priorities of different stakeholders. Identifies all relevant issues and makes decisions that maximize outcomes for all key stakeholders. Engages effectively with multiple stakeholders and responds with well-balanced, win-win solutions. Provides guidance so that others understand the needs of different stakeholders and can balance them appropriately. Models and ensures cross-cultural sensitivity. |
| Drives Vision and Purpose Painting a compelling picture of the vision and strategy that motivates others to action. | Translates vision into actionable steps that align vision to team’s goals and key priorities. Creates milestones and communicates achievements. Talks about future possibilities in a positive way. Is a strong champion for the organization’s vision; energizes people to commit to this long-term direction. Regularly communicates how people’s efforts make a difference. |
