Capability & Behaviours Framework

COMMERCIAL SERVICES GROUP

Capability and Behaviour Framework

Our capability and behaviour approach At Commercial Services Group, 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.

Influence Ethical and Inclusive

Collaboration

Direction and Execution

Building Talent

Inspirational (L&M)

Competitive Edge (L&M) Business Judgement (L&M) 2

Capability and Behaviour Framework

Pillars, values and capabilities Each capability is connected to Commercial Services Group’s four business pillars, and all behaviours are aligned to our six values.

Everyone is expected to meet the capabilities and behaviours as a minimum, and these should be recorded via TRACK .

Business pillars

Customer Experience

Social & Sustainable Value

Commercial Growth

Empowered Workforce

Values

Capabilities

We are:

For all employees: Bold and Dynamic

Direction & Execution Ethical and Inclusive

Impactful

Collaborative

Influence Collaboration Building Talent

Expert

Principled

For our leaders and managers: Inspirational (L&M) Business Judgement (L&M)

Proud

Competitive Edge (L&M) Commercial Services Group

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Capabilities Core capabilities for everyone Direction and Execution

Providing a clear vision of where we are heading and direction on how to achieve it, driving excellent results.

Ethical and Inclusive

Fostering an environment where everyone feels valued, respected, and included.

Influence

Persuading and positively impacting others.

Collaboration

Working in partnership with colleagues across team, business, divisions and Commercial Services Group.

Building Talent

Building and supporting our talent through the entire employee lifecycle.

Additional capabilities for our Leaders and Managers Inspirational

Motivating and encouraging your teams through a compelling vision, setting high standards and demonstrating genuine enthusiasm.

Business Judgement

Having a high level of business acumen and understanding how it links to the Commercial Services Group vision*.

Competitive Edge

To effectively drive change and innovation, it is essential to understand both the internal and external contexts in which Commercial Services Group operates.

* Our vision Creating value and impact for every customer, every day, by working collaboratively and commercially – driving innovation and service excellence.

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Capability and Behaviour Framework

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 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 manage my time efficiently, prioritising tasks to meet deadlines and deliver quality work.

I collaborate well with team members, contributing to a positive and productive team environment.

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 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 collaborate effectively with team members, ensuring everyone has the opportunity to contribute.

Influence 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.

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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 stay informed about industry trends and best practices to continuously improve my performance.

I share my knowledge and skills with colleagues, helping them to learn and grow.

I collaborate with colleagues on cross-functional projects to broaden my experience and expertise.

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.

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Capability and Behaviour Framework

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 delegate tasks appropriately, trusting my team to take ownership while providing support when needed.

I ensure my team understands their roles, responsibilities, and the goals we need to achieve.

I maintain an open-door policy, encouraging team members to share their ideas and concerns.

I regularly provide constructive feedback, recognising achievements and addressing areas for improvement.

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.

Ethical and Inclusive I actively promote diversity and inclusion within my team, ensuring everyone feels valued and respected.

I show curiosity about my team members’ perspectives and experiences, fostering an environment of mutual understanding.

I practice humility, acknowledging my own limitations and being open to feedback and learning from my team.

I encourage collaboration, ensuring that all team members have the opportunity to contribute and be heard.

I am aware of my biases and take steps to mitigate their impact on my decisions and actions.

I treat everyone fairly and with respect, regardless of their background.

I adapt my behaviour to be respectful and effective in diverse cultural settings.

I create a safe space where team members feel comfortable expressing their authentic self.

Influence I build and maintain strong relationships with my team and other stakeholders, fostering trust and collaboration.

I leverage my network to gather insights and support, enhancing my ability to influence decisions and outcomes.

I communicate clearly and persuasively, ensuring my messages are understood and impactful.

I remain open to feedback and different perspectives, using them to refine my approach and strengthen my influence.

I demonstrate emotional intelligence, understanding and managing my own emotions and those of others to navigate complex interactions.

I use data and evidence to support my arguments, making a compelling case for my proposals.

I lead by example, modelling the behaviours and values I expect from others.

I adapt my influencing style to different audiences, ensuring my approach is effective in various contexts.

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Capabilities – All managers Collaboration I actively involve team members in setting goals and objectives, ensuring everyone is aligned and committed.

I promote cross-functional collaboration, breaking down silos and encouraging teamwork across different departments.

I communicate openly and transparently, sharing information and updates regularly to keep everyone informed.

I provide regular feedback and support, helping team members to grow and improve their collaborative skills.

I encourage and facilitate open dialogue, creating a safe space for team members to share ideas and concerns.

I lead by example, demonstrating collaborative behaviours in my interactions with others.

I recognise and leverage the strengths of each team member, assigning tasks that align with their skills and expertise.

I celebrate team successes and recognise individual contributions, fostering a sense of shared achievement.

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.

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Capability and Behaviour Framework

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 appreciate and reward good performance, recognising achievements and providing positive reinforcement.

I am transparent with my team, sharing relevant information to keep them informed and involved.

I solve problems and remove obstacles, helping my team to succeed and demonstrating my commitment to their success.

I build strong relationships with my team members, showing that I care about them as individuals and not just as employees.

I lead in my own way, staying true to my values and strengths, which inspires authenticity and trust.

Business Judgement (L&M) I continuously seek to learn and expand my knowledge, staying informed about industry trends and best practices.

I maintain detachment, objectively analysing situations without letting emotions cloud my Judgement.

I build trust within my team and organisation, fostering an environment where open and honest communication is encouraged.

I consider multiple options and perspectives before making a decision, ensuring a wellrounded approach.

I leverage my experience to inform my decisions, drawing on past successes and lessons learned.

I focus on effective delivery, ensuring that decisions are implemented efficiently and effectively.

Competitive Edge (L&M) I continuously seek to learn and expand my knowledge, staying informed about industry trends and best practices.

I focus on customer-centricity, ensuring that the team consistently meets and exceeds customer expectations.

I foster a culture of innovation, encouraging my team to think creatively and explore new ideas.

I invest in talent development, ensuring that my team has the skills and capabilities needed to drive competitive advantage.

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.

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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 hold myself and my team accountable for our actions and outcomes.

I make swift and confident decisions, especially in high-stakes situations.

I motivate and inspire my team members to achieve their best, fostering a positive and productive work environment.

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.

I accurately frame problems and develop innovative solutions.

I understand and address the needs and concerns of my team members, building trust and loyalty.

Ethical and Inclusive I show visible commitment to diversity and inclusion, actively promoting these values in all aspects of the organisation.

I exhibit cultural intelligence, adapting my behaviour to be respectful and effective in diverse cultural settings.

I practice humility, acknowledging my own limitations and being open to learning from others.

I foster effective collaboration, encouraging diverse teams to work together harmoniously and productively.

I maintain awareness of my biases and work to mitigate their impact on my decisions and actions.

I ensure fairness and respect in all interactions, treating everyone equally regardless of their background.

I demonstrate curiosity about others, seeking to understand different perspectives and experiences.

I create a safe environment where team members feel valued, respected, and able to express their authentic selves.

Influence I build and maintain strong relationships with key stakeholders, fostering trust and collaboration.

I lead by example, modelling the behaviours and values I expect from others.

I communicate clearly and persuasively, ensuring my messages are understood and impactful.

I remain open to feedback and different perspectives, using them to refine my approach and strengthen my influence.

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.

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Capability and Behaviour Framework

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 decision-making.

I encourage cross-functional collaboration, breaking down silos to achieve organisational goals.

I extend trust to my team and colleagues, empowering them to take ownership and contribute their best.

I foster a culture of psychological safety, where team members feel safe to express their ideas and concerns without fear of retaliation.

I practice active listening, valuing the input and feedback from all team members.

I lead by example, demonstrating collaborative behaviours in my interactions with others.

I promote transparency by sharing information openly and honestly with my team.

I support and mentor other leaders, helping them to develop their collaborative leadership skills.

Building Talent I identify and nurture high-potential employees, providing them with opportunities for growth and development.

I recognise and reward achievements, motivating my team to strive for excellence.

I create a culture of continuous learning, encouraging my team to pursue professional development and skill enhancement.

I foster an inclusive environment where diverse talents can thrive and contribute to the organisation’s success.

I provide regular, constructive feedback to help team members improve and reach their full potential.

I delegate challenging tasks to team members, helping them to develop new skills and gain confidence.

I mentor and coach employees, sharing my knowledge and experience to guide their career progression.

I support cross-functional projects and collaboration, allowing employees to broaden their experience and expertise.

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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 develop talent by providing opportunities for growth and encouraging team members to step outside their comfort zones.

I demonstrate my human side by genuinely listening and showing compassion and concern for my team members.

I communicate a clear and compelling vision that inspires and aligns my team with the organisation’s goals.

I listen actively, ensuring I understand my team members’ perspectives before responding.

I foster a supportive environment where team members feel valued and motivated to contribute their best.

I show integrity by living my values, keeping promises, and acting in a trustworthy manner.

I lead by example, demonstrating the behaviours and work ethic I expect from my team.

Business Judgement (L&M) I continuously seek to learn and expand my knowledge, staying informed about industry trends and best practices.

I maintain detachment, objectively analysing situations without letting emotions cloud my judgement.

I build trust within my team and organisation, fostering an environment where open and honest communication is encouraged.

I consider multiple options and perspectives before making a decision, ensuring a wellrounded approach.

I leverage my experience to inform my decisions, drawing on past successes and lessons learned.

I focus on effective delivery, ensuring that decisions are implemented efficiently and effectively.

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 anticipate market changes and adapt strategies proactively to stay ahead of competitors.

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Capability and Behaviour Framework

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 Commercial Services Group 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.

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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 Commercial Services Group 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 Commercial Services Group Learning Academy, consider coaching or Commercial Services Group’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.

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Capability and Behaviour Framework

Examples of Activities – Leaders and managers Inspirational Leadership (L&M) Lead by example, demonstrating Commercial Services Group 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 Commercial Services Group 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.

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