The Personal Star: Qualities in Action. For internal use only. Not for use with customers.
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- Damian Hancock
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1 The Personal Star: Qualities in Action» For internal use only. Not for use with customers.
2 2 3» Use this guide to help you, or the people you manage, to recognise and develop the behaviours that lead to great performance. The Star Qualities outline the behaviours and attributes that will help us to deliver the results that we want and work in a way that we all enjoy. They are closely aligned with our long term objectives of:» Delivering sustainable, profitable growth» Making NFU Mutual a great company to do business with» Making NFU Mutual a great place to work There are two Stars the Personal Star and the Leadership Star. Personal Star Qualities Business Focus Delivers Results Executes Successfully Customer Focus Personal Effectiveness (typically roles at level 1-4*) Star Qualities and Roles Leadership Star Qualities Sets Direction Drives Results Executes Successfully Customer Focus Energises Others (typically roles at levels 4-8*) The two sets of Star Qualities are closely matched, with the Leadership Star building on the Personal Star to reflect the increased levels of accountability in more senior roles. * The appropriate Star is determined by role accountabilities and is outlined in your Role Profile. Each Star Quality has three ascending sets of behavioural descriptions or Tiers which provide examples of the Star Quality in action. Role Profiles outline the appropriate Tier for that role in each of the five Star Qualities. This helps to provide a clear focus for development, be this within or beyond the current role. Working with Strengths The Star Qualities can be used to help you identify and work with your strengths. There will be some things you find easy and enjoyable in work these are likely to be strengths. Playing to your strengths is highly engaging and a really effective way to achieve great performance. Having said that, you can t avoid or neglect the things you find more difficult, especially if they impact on the overall performance of your role. Strengths-based working is about finding ways to play to your strengths more, whilst identifying and managing your weaknesses so that they don t impact on your performance. Star Qualities, Your Performance and Development As part of your MA discussions, use the Star Quality Tiers listed in your role profile, together with the extra detail in this booklet to discuss your performance with your People Manager. It is important that you regularly discuss your results (Objectives) and your behaviours (Star Qualities) with your People Manager, so that you are clear about your current performance and joint expectations going forward. The Star Quality Tiers describe the behaviours role holders should demonstrate to deliver a great performance.
3 4 BUSINESS FOCUS 5 BUSINESS FOCUS» BUSINESS FOCUS It s important that we all understand the issues which influence both our individual and NFU Mutual s performance. We all make a vital contribution to our team s and the Company s success, through our technical abilities, professional knowledge and business skills. Tier 1 Tier One Understands the organisation s services and Guiding Principles and uses technical and business skills within own role to contribute to the team s success. Shows awareness of the Guiding Principles of NFU Mutual, demonstrating relevant behaviours that illustrate understanding in everyday activities Speaks clearly and audibly to convey information in a way that others understand Explains the key points of their arguments clearly to gain agreement from others for own ideas and opinions Displays good technical and business skills and relevant knowledge in own area Understands NFU Mutual s products and services and keeps up to date with changes Understands how own contribution impacts on the success of the team Tier 2 Tier Two Understands the organisations services and Guiding Principles and builds technical and business skills and market knowledge to support these effectively and contribute to the department s success. Fully understands and acts in accordance with the Guiding Principles of NFU Mutual, role modelling appropriate behaviours to others Speaks clearly and audibly and at an appropriate pace to convey information effectively Gains clear agreement from others for own ideas and opinions through explaining the key points of their argument clearly; adapts their style to the needs of the audience Displays good technical and business skills and relevant knowledge in own area maintaining this and keeping it up to date on an ongoing basis Understands how the organisation s products and services compare to competitors and can articulate how NFU Mutual is different Understands how own contribution impacts on the success of the team and department
4 6 BUSINESS FOCUS 7 DELIVERS RESULTS Tier 3 Tier Three Maintains and promotes the Guiding Principles of the organisation, demonstrates effective technical and business skills and a broad market understanding. Shares knowledge and expertise with others to enhance team and organisational success. Maintains knowledge of the Guiding Principles of NFU mutual, acts in accordance with these principles at all times and promotes their importance to others within the organisation» DELIVERS RESULTS We should all take responsibility for delivering services and results to agreed quality standards, timescales and budgets. Working together, supporting each other and delivering on promises are vital to achieving common goals and delivering sustainable profitable growth. Confident communicator; speaks clearly and audibly and an appropriate pace to convey the right level, quality and quantity of information. Achieves a fluent conversational style by using pauses, changes in volume, and changes in emphases to gain maximum impact when communicating with others Tier 1 Tier One Persuades others effectively through explaining the key points of arguments clearly, gains commitment from others whilst recognising the need for flexibility Shows detailed technical knowledge and expertise in own area, demonstrates highly effective business skills and competently answers technical queries for others. Shows some knowledge of related issues and subject areas Is proactive in keeping technical knowledge and business skills up to date, seeks out opportunities to learn and develop skills further Proactively builds a broad understanding of the key factors affecting the markets within which NFU Mutual operates Freely shares knowledge with others to help develop the team s expertise Demonstrates understanding of the value of own and others contribution to the team and the business. Has a positive impact on the success of the team, department and organisation Encourages team work and takes personal responsibility for achieving personal targets and common goals for our business. Encourages immediate work colleagues to think of themselves as a team, displays team working and encourages others to work together Pays close attention and listens to others when they are speaking. Makes others aware of information that may be useful to them Offers appropriate help and support to people to enable them to achieve their goals Produces new ideas and solutions within own work area to improve current ways of working. Takes personal responsibility for achieving own work goals and targets Consistently achieves own work goals and targets Works hard to achieve high quality standards and output for self
5 8 DELIVERS RESULTS 9 DELIVERS RESULTS Tier 2 Tier 3 Tier Two Tier Three Supports team work, defends the need for achieving high quality standards and output even when challenged and works to enhance team performance. Encourages colleagues to think of themselves as a team, identifies common ground with others and role models effective team working Pays close attention and listens to others when they are speaking Proactively shares information with the team that may improve delivery and checks understanding Recognises others strengths and limitations and offers appropriate support, especially during difficult working periods Produces new ideas and solutions to enhance team performance Consistently achieves own work targets and supports others to achieve their goals Works hard to achieve high quality standards and output for self. Is not prepared to compromise on quality even when under pressure Creates a team environment, provides innovative ideas and challenges self and others to achieve higher levels of quality and output to achieve great results for our business. Creates a sense of team spirit by encouraging harmony, cooperation and communication Communicates proactively and encourages others to share their views. Consults others when decisions need to be made Monitors the well-being of others and takes steps to help others deal with challenging circumstances Identifies ideas that others may have missed. Contributes innovative approaches and insights to improve results Drives projects by ensuring that team or department goals relating to wider projects are consistently achieved Challenges self and team to achieve higher levels of quality and output Helps immediate colleagues to understand what they should be doing Identifies and encourages colleagues to take on tasks that will enable better team performance taking into account their abilities, workload and preferences Working together effectively means we ll achieve common goals.
6 10 EXECUTES SUCCESSFULLY 11 EXECUTES SUCCESSFULLY» EXECUTES SUCCESSFULLY Our business undergoes constant change and our people, at all levels, are vital in implementing change effectively. Being proactive, by using initiative and judgement within the regulatory and procedural frameworks of NFU Mutual, improves the quality of our service. Being supportive of and adaptable to change is critical to our organisational success. Tier 1 Tier One Manages and progresses own work, accepting changes and new ideas when presented, adapts approach to meet organisational requirements. Tier 2 Tier Two Works productively in changing environments, suggests and readily accepts ways to improve own work and responds positively to changes and new ideas. Makes straightforward decisions to progress own work in ambiguous situations, identifying associated risks and taking action to mitigate them Works well autonomously, handling problems within immediate area of responsibility with minimal guidance. Suggests and tries out new ways to make improvements within own work area whilst showing awareness of regulatory and procedural frameworks Responds positively to changes in circumstances, readily adapting approach to work effectively in these situations Responds positively to new ideas when presented with them, builds on ideas and makes suggestions on how ideas can be best implemented Makes straightforward decisions to progress own work in ambiguous situations Works well with minimal direct supervision, managing own workload effectively Recognises and shares ideas on opportunities for improvements within own work area whilst showing awareness of regulatory and procedural frameworks Accepts changes in circumstances when presented with them, adapting approach to meet new requirements Accepts and shows an interest in new ideas that will deliver improvements to ways of working when presented
7 12 EXECUTES SUCCESSFULLY 13 CUSTOMER FOCUS Tier 3 Tier Three Shows initiative and instigates changes that deliver improvements for the area, promotes and responds positively to change and adjusts own approach to ensure success of changes and new ideas. Acts decisively in managing own work area, taking account of operational risks and other factors in ambiguous situations Expresses confidence in own decisions and actions. Shows initiative and takes the lead in delivering high quality work with minimal guidance Instigates a range of alternative approaches to create improvements in a number of organisational areas within regulatory and procedural frameworks Responds positively to and embraces change that will deliver benefits for the business, readily adapts approach to deliver change successfully Communicates the need for change, helping others to adapt Welcomes and promotes new ideas in own area, takes initiative to implement ideas to improve processes and quality of service» CUSTOMER FOCUS Our members are central to the success of our business. We are therefore committed to meeting the expectations and requirements of both internal and external customers and should always treat them fairly and act with them in mind. We understand the importance of consistently providing a high quality service to customers and appreciate that at NFU Mutual we are ultimately accountable to our members. Tier 1 Tier One Builds good relationships with both internal and external customers through listening to their requirements and responding to meet their needs. Pays close attention and listens to customers to understand what is important to them. Makes customers aware of information that may be useful to them Keeps promises to customers and delivers a high quality service making NFU Mutual a great company to do business with Treats customers fairly and acts with them in mind when delivering service Makes customers feel at ease and builds good working relationships with them Puts customers first, responding to their expressed needs and expectations about the service Shows awareness of the importance of the customer to NFU Mutual s business
8 14 CUSTOMER FOCUS 15 CUSTOMER FOCUS Tier 2 Tier Two Tier 3 Tier Three Considers issues from the customers perspective, gains a clear understanding of their requirements and builds strong relationships to deliver a high quality service that fully meets their needs. Puts self in customers shoes, considering their issues fully before taking actions that affect them Maintains open, straightforward and honest communications with customers at all times Keeps promises to customers and delivers a consistently high quality service making NFU Mutual a great company to do business with Makes customers feel at ease, quickly builds rapport and develops strong working relationships with them Puts customers first, actively seeking to understand their needs fully to ensure satisfaction with the service provided Treats customers fairly, always acts with their needs in mind when delivering service Understands the importance of the customer to NFU Mutual s business Puts customers first, fully considering their requirements to deliver high quality service to meet their needs at all times. Develops long lasting relationships with customers based on open communication, trust and mutual respect. Communicates proactively with customers and encourages them to share their views. Consults with customers when decisions need to be made Demonstrates openness and honesty when working with customers. Holds to agreements made and maintains confidentiality at all times Quickly builds rapport with customers and establishes lasting working relationships Proactively engages with all customers to seek their feedback. Acts to remove obstacles to customer service to ensure service is right first time Treats customers fairly, builds trust and respect by always acting with the customer in mind Fully appreciates the importance of the customer to the business and the need to be accountable for our actions Collaborates with other teams across NFU Mutual to deliver customer expectation and make NFU Mutual a great company to do business with
9 16 PERSONAL EFFECTIVENESS 17 PERSONAL EFFECTIVENESS» PERSONAL EFFECTIVENESS We all have different strengths and can contribute to the performance of our team, department or the Company in different ways. By using every opportunity to learn and develop our skills, and managing ourselves effectively, we can all optimise our contribution to achieving successful results for the business. Tier 1 Tier One Manages own work effectively, contributes to overall team performance and takes advantage of personal development opportunities to achieve results. Plans own work activities, identifies possible changing circumstances that may impact performance and raises these with the line manager Completes individual tasks on time to agreed specifications Accepts and tackles goals enthusiastically, works productively when faced with demanding targets Makes a positive impression on others when interacting with them and speaks credibly and authoritatively in area of own expertise Recognises the need to learn and develop own skills and takes advantage of development opportunities offered Understands areas of strength and utilises them to enable effective performance within role Accepts criticism from others, taking comments on board without becoming defensive Remains calm and composed despite pressures and setbacks and avoids emotional displays in difficult situations Shows an optimistic approach to work, remains positive when faced with setbacks Tier 2 Tier Two Manages and delivers work when faced with multiple demands and changing circumstances, seeks feedback from others and uses it to improve own and team performance. Plans own work activities, identifying possible changing circumstances and responding to these effectively Manages own time effectively, prioritises workload as required to keep a number of tasks on track and completed on time Accepts and tackles demanding goals enthusiastically, maintains productivity when faced with demanding targets Presents themselves effectively and credibly to others, in one-to-one and group settings and communicates with authority and conviction on subjects both within and outside their areas of personal expertise Seeks feedback from others on own performance, reflects on it and looks for ways to improve Looks for opportunities to build on current strengths to improve performance Understands impact of emotional displays on others and avoids these in difficult situations Demonstrates an optimistic approach to work, remains positive when faced with challenges and set-backs Accepts criticism from others, recognising it as a learning opportunity to improve further In managing myself and my work effectively I help make NFU Mutual a great place to work.
10 18 PERSONAL EFFECTIVENESS Tier 3 Tier Three Plans multiple activities and projects effectively, welcomes challenging goals and takes ownership of personal development to enhance performance and deliver successful results for the business. Plans activities and projects, anticipates potential difficulties and makes contingency plans to deal with issues if they arise Manages own time effectively, prioritises workload and allocates achievable target dates for project or work stages Accepts and tackles demanding goals enthusiastically, maintains high levels of productivity when faced with demanding targets Welcomes demanding goals, works through challenges and setbacks to achieve success Creates an immediate, credible and lasting impression in one-to-one and team situations Establishes credibility quickly and effectively and projects confidence and authority with knowledgeable audiences even when the subject matter is unfamiliar Identifies own development needs, proactively seeks feedback on performance and opportunities to develop self and improve performance further Understands own strengths and utilises these to maximise performance in role Effectively controls own feelings, recognises how negative feelings may be perceived by others and guards against unhelpful or inappropriate displays of emotions Remains positive in the face of adversity, quickly recovering from setbacks and keeping problems in perspective Accepts criticism calmly, acts on it as a learning opportunity, takes comments on board and moves forward quickly and constructively. Does not dwell on negative feedback NFU Mutual is The National Farmers Union Mutual Insurance Society Limited (No ). Registered in England. Registered Office: Tiddlington Road, Stratford upon Avon, Warwickshire CV37 7BJ. Authorised and regulated by the appropriate regulatory authority.
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