CSG Capability and Behaviour Framework
The CSG Capability and Behaviour Approach
At CSG, we want to empower our people to lead themselves and their work, to know what is expected of them, where they need to develop, and how to get the best out of themselves and their teams. We want them to inspire high performance, lead with empathy, deliver excellent results, and help create work environments where everyone is truly included.
Our Capability Framework has five core capabilities for all employees, and three additional ones for our leaders and managers (L&M). This framework should be used in conversations between managers and their direct reports to identify areas of strength, areas for improvement, and a plan agreed for developing these.
Pillars, Capabilities and Behaviours
Each of the capabilities within the framework relates to our CSG pillars. Everyone is expected to meet the following capabilities and behaviours as a minimum, and these should be recorded via TRACK.
Pillars
Capabilities
Direction & Execution
Ethical and Inclusive
Influence
Collaboration
Building Talent
Inspirational (L&M)
Business Judgement (L&M)
Competitive Edge (L&M)
Behaviours
• Communicate with purpose.
• Welcome and expect change.
• Take personal responsibility for your actions.
• Explore new ways of working.
• Look for commercial opportunities.
• Deliver at pace.
• Focus on outcomes.
• Make informed decisions.
• Demonstrate a healthy attitude to risk.
• Stay motivated.
• Demonstrate self-sufficiency.
• Live and role model CSG’s values.
• Be open to challenge.
• Invite feedback and contributions from others.
• Consider the interest of customers first.
• Be open to continual learning.
• Treat people fairly and with respect.
• Recognise the value of others.
• Act with integrity and professionalism.
• Call out poor behaviour in others.
Capabilities
Core capabilities for everyone
Direction and Execution
Ethical and Inclusive
Influence
Collaboration
Building Talent
Providing a clear vision of where we are heading and direction on how to achieve it, driving excellent results.
Fostering an environment where everyone feels valued, respected, and included.
Persuading and positively impacting others.
Working in partnership with colleagues across team, business, divisions and CSG.
Building and supporting our talent through the entire employee lifecycle.
Additional capabilities for our Leaders and Managers
Inspirational
Business Judgement
Competitive Edge
Motivating and encouraging your teams through a compelling vision, setting high standards and demonstrating genuine enthusiasm.
Having a high level of business acumen and understanding how it links to the CSG vision.
To effectively drive change and innovation, it is essential to understand both the internal and external contexts in which CSG operates.
Capabilities – All Employees
Direction and Execution
• I communicate effectively with my colleagues, ensuring clarity and understanding in all interactions.
• I take initiative by identifying tasks that need to be done and acting on them without waiting for instructions.
• I manage my time efficiently, prioritising tasks to meet deadlines and deliver quality work.
Ethical and Inclusive
• I treat all colleagues with respect and fairness, regardless of their background or position.
• I actively listen to and value the perspectives and contributions of others.
• I speak up against any form of discrimination or unfair treatment in the workplace.
• I seek to understand and appreciate the diverse backgrounds and experiences of my colleagues.
• I collaborate effectively with team members, ensuring everyone has the opportunity to contribute.
Influence
• I collaborate well with team members, contributing to a positive and productive team environment.
• I adapt to changes and new challenges with a positive attitude and a willingness to learn.
• I solve problems proactively, finding solutions and addressing issues before they escalate.
• I demonstrate reliability by consistently meeting commitments and delivering on promises.
• I am mindful of my own biases and work to mitigate their impact on my interactions and decisions.
• I support and participate in initiatives that promote diversity and inclusion within the organisation.
• I create a welcoming environment where all team members feel safe and valued.
• I build strong relationships with my colleagues, fostering trust and collaboration.
• I communicate clearly and persuasively, ensuring my messages are understood and impactful.
• I demonstrate emotional intelligence, understanding and managing my own emotions and those of others to navigate complex interactions.
• I actively listen to others, valuing their input and perspectives.
Capabilities – All Employees
Collaboration
• I collaborate well with team members, contributing to a positive and productive team environment.
• I seek feedback and use it constructively to improve my performance and skills.
• I adapt to changes and new challenges with a positive attitude and a willingness to learn.
• I demonstrate reliability by consistently meeting commitments and delivering on promises.
Building Talent
• I actively seek opportunities for professional development, such as attending workshops, taking courses, or obtaining certifications.
• I share my knowledge and skills with colleagues, helping them to learn and grow.
• I seek feedback from peers and supervisors to identify areas for improvement and work on them.
• I take on challenging tasks and projects to develop new skills and gain experience.
• I mentor and support new team members, helping them to integrate and succeed in their roles.
• I stay informed about industry trends and best practices to continuously improve my performance.
• I collaborate with colleagues on cross-functional projects to broaden my experience and expertise.
• I demonstrate a growth mindset, embracing challenges and viewing them as opportunities to learn and develop.
Capabilities – All Managers
Direction and Execution
• I build strong relationships with my team members, fostering trust and open communication.
• I ensure my team understands their roles, responsibilities, and the goals we need to achieve.
• I regularly provide constructive feedback, recognising achievements and addressing areas for improvement.
Ethical and Inclusive
• I actively promote diversity and inclusion within my team, ensuring everyone feels valued and respected.
• I practice humility, acknowledging my own limitations and being open to feedback and learning from my team.
• I am aware of my biases and take steps to mitigate their impact on my decisions and actions.
• I adapt my behaviour to be respectful and effective in diverse cultural settings.
Influence
• I build and maintain strong relationships with my team and other stakeholders, fostering trust and collaboration.
• I communicate clearly and persuasively, ensuring my messages are understood and impactful.
• I demonstrate emotional intelligence, understanding and managing my own emotions and those of others to navigate complex interactions.
• I lead by example, modelling the behaviours and values I expect from others.
• I delegate tasks appropriately, trusting my team to take ownership while providing support when needed.
• I maintain an open-door policy, encouraging team members to share their ideas and concerns.
• I demonstrate the behaviours and work ethic I expect from my team, setting a positive example.
• I address issues proactively, finding solutions before they escalate into bigger problems.
• I show curiosity about my team members’ perspectives and experiences, fostering an environment of mutual understanding.
• I encourage collaboration, ensuring that all team members have the opportunity to contribute and be heard.
• I treat everyone fairly and with respect, regardless of their background.
• I create a safe space where team members feel comfortable expressing their authentic self.
• I leverage my network to gather insights and support, enhancing my ability to influence decisions and outcomes.
• I remain open to feedback and different perspectives, using them to refine my approach and strengthen my influence.
• I use data and evidence to support my arguments, making a compelling case for my proposals.
• I adapt my influencing style to different audiences, ensuring my approach is effective in various contexts.
Capabilities – All Managers
Collaboration
• I actively involve team members in setting goals and objectives, ensuring everyone is aligned and committed.
• I communicate openly and transparently, sharing information and updates regularly to keep everyone informed.
• I encourage and facilitate open dialogue, creating a safe space for team members to share ideas and concerns.
• I recognise and leverage the strengths of each team member, assigning tasks that align with their skills and expertise.
Building Talent
• I identify and nurture the strengths of my team members, providing opportunities for growth and development.
• I create a culture of continuous learning, encouraging my team to pursue professional development and skill enhancement.
• I provide regular, constructive feedback to help team members improve and reach their full potential.
• I mentor and coach employees, sharing my knowledge and experience to guide their career progression.
• I promote cross-functional collaboration, breaking down silos and encouraging teamwork across different departments.
• I provide regular feedback and support, helping team members to grow and improve their collaborative skills.
• I lead by example, demonstrating collaborative behaviours in my interactions with others.
• I celebrate team successes and recognise individual contributions, fostering a sense of shared achievement.
• I recognise and reward achievements, motivating my team to strive for excellence.
• I foster an inclusive environment where diverse talents can thrive and contribute to the team’s success.
• I delegate challenging tasks to team members, helping them to develop new skills and gain confidence.
• I support cross-functional projects and collaboration, allowing employees to broaden their experience and expertise.
Capabilities – All Managers
Inspirational Leadership (L&M)
• I know my strengths and use them to support my team, demonstrating my capabilities and inspiring confidence.
• I am transparent with my team, sharing relevant information to keep them informed and involved.
• I build strong relationships with my team members, showing that I care about them as individuals and not just as employees.
• I appreciate and reward good performance, recognising achievements and providing positive reinforcement.
Business Judgement (L&M)
• I continuously seek to learn and expand my knowledge, staying informed about industry trends and best practices.
• I build trust within my team and organisation, fostering an environment where open and honest communication is encouraged.
• I leverage my experience to inform my decisions, drawing on past successes and lessons learned.
• I maintain detachment, objectively analysing situations without letting emotions cloud my Judgement.
Competitive Edge (L&M)
• I continuously seek to learn and expand my knowledge, staying informed about industry trends and best practices.
• I foster a culture of innovation, encouraging my team to think creatively and explore new ideas.
• I make data-driven decisions, using analytics and insights to guide strategy and operations.
• I empower my team to take calculated risks, supporting them in pursuing innovative solutions.
• I solve problems and remove obstacles, helping my team to succeed and demonstrating my commitment to their success.
• I lead in my own way, staying true to my values and strengths, which inspires authenticity and trust.
• I consider multiple options and perspectives before making a decision, ensuring a wellrounded approach.
• I focus on effective delivery, ensuring that decisions are implemented efficiently and effectively.
• I focus on customer-centricity, ensuring that the team consistently meets and exceeds customer expectations.
• I invest in talent development, ensuring that my team has the skills and capabilities needed to drive competitive advantage.
Capabilities – Senior Leaders (Level
5 and above)
Direction and Execution
• I anticipate future trends and challenges to make informed decisions and set long-term goals.
• I make swift and confident decisions, especially in high-stakes situations.
• I communicate clearly and transparently to align my team with the organisation’s vision and goals.
• I remain flexible and open to change, navigating uncertainties and pivoting strategies when necessary.
Ethical and Inclusive
• I show visible commitment to diversity and inclusion, actively promoting these values in all aspects of the organisation.
• I practice humility, acknowledging my own limitations and being open to learning from others.
• I maintain awareness of my biases and work to mitigate their impact on my decisions and actions.
• I demonstrate curiosity about others, seeking to understand different perspectives and experiences.
Influence
• I build and maintain strong relationships with key stakeholders, fostering trust and collaboration.
• I communicate clearly and persuasively, ensuring my messages are understood and impactful.
• I demonstrate emotional intelligence, understanding and managing my own emotions and those of others to navigate complex interactions.
• I leverage my network to gather insights and support, enhancing my ability to influence decisions and outcomes.
• I hold myself and my team accountable for our actions and outcomes.
• I motivate and inspire my team members to achieve their best, fostering a positive and productive work environment.
• I accurately frame problems and develop innovative solutions.
• I understand and address the needs and concerns of my team members, building trust and loyalty.
• I exhibit cultural intelligence, adapting my behaviour to be respectful and effective in diverse cultural settings.
• I foster effective collaboration, encouraging diverse teams to work together harmoniously and productively.
• I ensure fairness and respect in all interactions, treating everyone equally regardless of their background.
• I create a safe environment where team members feel valued, respected, and able to express their authentic selves.
• I lead by example, modelling the behaviours and values I expect from others.
• I remain open to feedback and different perspectives, using them to refine my approach and strengthen my influence.
• I use data and evidence to support my arguments, making a compelling case for my proposals.
• I adapt my influencing style to different audiences, ensuring my approach is effective in various contexts.
Capabilities – Senior Leaders (Level
5 and above)
Collaboration
• I embrace a collaborative mindset, respecting and including diverse perspectives in decisionmaking.
• I extend trust to my team and colleagues, empowering them to take ownership and contribute their best.
• I practice active listening, valuing the input and feedback from all team members.
• I promote transparency by sharing information openly and honestly with my team.
Building Talent
• I identify and nurture high-potential employees, providing them with opportunities for growth and development.
• I create a culture of continuous learning, encouraging my team to pursue professional development and skill enhancement.
• I provide regular, constructive feedback to help team members improve and reach their full potential.
• I mentor and coach employees, sharing my knowledge and experience to guide their career progression.
• I encourage cross-functional collaboration, breaking down silos to achieve organisational goals.
• I foster a culture of psychological safety, where team members feel safe to express their ideas and concerns without fear of retaliation.
• I lead by example, demonstrating collaborative behaviours in my interactions with others.
• I support and mentor other leaders, helping them to develop their collaborative leadership skills.
• I recognise and reward achievements, motivating my team to strive for excellence.
• I foster an inclusive environment where diverse talents can thrive and contribute to the organisation’s success.
• I delegate challenging tasks to team members, helping them to develop new skills and gain confidence.
• I support cross-functional projects and collaboration, allowing employees to broaden their experience and expertise.
Capabilities – Senior Leaders (Level
5 and above)
Inspirational Leadership (L&M)
• I maintain calm in stressful situations, showing resilience and composure to guide my team through challenges.
• I demonstrate my human side by genuinely listening and showing compassion and concern for my team members.
• I listen actively, ensuring I understand my team members’ perspectives before responding.
• I show integrity by living my values, keeping promises, and acting in a trustworthy manner.
Business Judgement (L&M)
• I continuously seek to learn and expand my knowledge, staying informed about industry trends and best practices.
• I build trust within my team and organisation, fostering an environment where open and honest communication is encouraged.
• I leverage my experience to inform my decisions, drawing on past successes and lessons learned.
Competitive Edge (L&M)
• I continuously seek to learn and expand my knowledge, staying informed about industry trends and best practices.
• I foster a culture of innovation, encouraging my team to think creatively and explore new ideas.
• I build strategic partnerships and networks, leveraging external expertise and opportunities.
• I make data-driven decisions, using analytics and insights to guide strategy and operations.
• I develop talent by providing opportunities for growth and encouraging team members to step outside their comfort zones.
• I communicate a clear and compelling vision that inspires and aligns my team with the organisation’s goals.
• I foster a supportive environment where team members feel valued and motivated to contribute their best.
• I lead by example, demonstrating the behaviours and work ethic I expect from my team.
• I maintain detachment, objectively analysing situations without letting emotions cloud my judgement.
• I consider multiple options and perspectives before making a decision, ensuring a wellrounded approach.
• I focus on effective delivery, ensuring that decisions are implemented efficiently and effectively.
• I anticipate market changes and adapt strategies proactively to stay ahead of competitors.
• I empower my team to take calculated risks, supporting them in pursuing innovative solutions.
• I focus on customer-centricity, ensuring that the organisation consistently meets and exceeds customer expectations.
• I invest in talent development, ensuring that my team has the skills and capabilities needed to drive competitive advantage.
Examples of Activities – All Employees
Direction and Execution
Use tools to prioritise work effectively and deliver within expected deadlines.
Develop solutions to challenges and propose these to your team.
Set out priorities each year that align to the CSG principles and business plan. Discuss and agree these with your team.
Ensure that all of your team have meaningful targets on TRACK. These should relate to the strategic goals of the business as well as individual performance and development objectives.
Hold or contribute to regular team meetings and have good governance in place.
Be available to encourage safe challenge.
Empower your team to make decisions and to learn from any mistakes.
Review the business process and activity to ensure that it is efficiently and effectively resourced to deliver expected outcomes.
Ethical and Inclusive
Promote an inclusive workplace by hiring people from a wide range of backgrounds, based on merit.
Listen to all voices during meetings.
Provide a safe space for employees to be respected.
Celebrate multicultural holidays.
Be conscious of biases.
Be transparent in decision making and take ownership of mistakes.
Examples of Activities – All Employees
Influence
Ensure that strong communication exists within your team, e.g. one-to-ones, team meetings and utilising technology.
Use data to effectively inform discussions, persuade others and make decisions.
Build trust through being authentic, credible and professional at all times.
Collaboration
Identify opportunities for collaboration both within CSG and with outside partners.
Liaise with wider teams outside of your division to ensure business processes align and recognising the value and expertise of others to benefit outcomes.
Manage relationships, contribute to discussions and implement any actions required.
Building Talent
Support your fellow team members by offering advice and guidance where appropriate.
Take time to develop yourself using the resources available within the CSG Learning Academy, consider coaching or CSG’s Mentoring Scheme.
Encourage individuals to take personal development time, attending webinars, listening to podcasts, completing their mandatory training.
Through succession planning, you will identify future talent and provide them with the development opportunities to meet their potential.
Building and supporting your team, including effective induction and onboarding, performance management and appropriate reward and recognition.
Examples of Activities – Leaders and Managers
Inspirational Leadership (L&M)
Lead by example, demonstrating CSG’s values.
Adapt your leadership style appropriately for the people you are working with.
Empower others through creating an environment of openness, inclusivity and honesty.
Business Judgement (L&M)
Ensure that when implementing new processes or systems, these align with CSG policies and standards.
Embed Customer Experience into your team and keep the promises we make to clients and the level of commitment they can expect to receive from us EVERY TIME.
Seek feedback from customers, using this feedback to improve the service and the propositions we offer.
Ensure that the business of managing Risk is weaved into the everyday routine of all employees, and Risk is discussed regularly as a standard item at individual and team meetings.
Create a safe culture for teams to challenge the status quo.
Manage your budget effectively and efficiently, displaying the highest level of financial integrity.
Use analytics collected within your team to identify service improvements and forecast peaks and troughs in workloads, taking positive action to address.
Competitive Edge (L&M)
Encourage employees to come forward with business growth opportunities, working with the commercial teams to review the feasibility and implementation of new ideas/products.
Lead a culture of value for money by role modelling behaviour and explaining the reasons for budgetary decisions, and challenging others to make decisions on the same basis.
Identify opportunities for cost savings and additional revenue generation.
Review processes and procedures and identify new or different ways of working – seeking opportunities for automation or RPA.
