• Mar 12, 2014

These competencies describe the required behaviours and expectations for the position:


Customer Experience

Undertakes a regular exchange of information with customers and/or co-workers for mutual benefit to build a network of trust.  Manages these relationships on an on-going basis to ensure alignment and efficiency of effort.


Makes well thought-out modifications to systems or processes, to improve both their impact and performance.

Learning & Innovation

Develops a cross-boundary approach to learning by gaining information from multiple sources and encourages this in others as a strategy for continuous improvement. Adapts communication for different audiences


Acknowledges both organizational and personal capacity to change based on what is and is not possible or probable.  Knows when to say no.  Changes approach accordingly, even though this may entail considerable effort to meet the organization’s needs.

Solution Focus

Analyzes relationships among several parts of a problem or situation. Demonstrates resilience through developing personal tactics and techniques to deal with issues and change encountered in resolving problems.

Teamwork & Partnership

Makes sure the practical needs of the team are met.  Utilizes different leadership styles in response to the needs and goals of the team.



Provides guidance, support or assistance to others to make a job easier and more effective. 

Analytical Thinking

Identifies multiple links and/or multiple chains of events and recognizes multiple implications.   Investigates to determine obstacles and opportunities.

Delivering Service & Quality

Audits service and/or quality commitments. Looks for strengths, challenges and inter-dependencies within multiple information sources to increase service and quality. Monitors output against milestones, deadlines and commitments.

Effective Communication

Talks straight and suspends judgment when conveying relevant, important and/or negative information or opinions. Communicates with emotional maturity and insight, seeing things from different perspectives.

Relationship Building

Seeks opportunities to partner and transfer knowledge to strengthen relationships and networks. Establishes self as a consistent source of value-added contribution for others, and builds credibility with others.

Judgment & Decision Making

Actively seeks additional insights to refine judgment and support decision-making. Develops a thorough understanding of how external forces within a division, organization, marketplace or industry relate to one another.