Temenos Organisational Behaviours

Behavioural Frameworks for Pathfinder

Across 4 levels of proficiency

Jan 2017 – Version 3.0

Introduction

12 Behaviours aligned to the 4 Values

 TEMENOS BEHAVIOURAL FRAMEWORK:
Temenos Values

Temenos Behaviours
(PATHFINDER role specific 12 core behaviours)

How do we do things at Temenos that are How do we demonstrate the Temenos values by aligning it to the
unique to us, define our commitments to each 12 core PATHFINDER behaviours across our roles that build
other and our stakeholders capability to deliver high performance
Build relationships - Build trusting relationships

PEOPLE POWER Teamwork – Work towards a common goal

Develop – Develop self and others
Deliver – Deliver even when there’s change, uncertainty and barriers

CUSTOMER CORE Continuously improve – Strive for excellence

Be customer focused – Add customer value
Fact find – Find out what’s happening

SEE DIFFERENT Innovate – Problem solve and be creative

Think flexibly – Explore alternatives
Influence – Gain support, buy-in and co-operation

INSPIRE BETTER Commit – Make decisions and inspire confidence

Communicate – Be clear and engaging
 TEMENOS BEHAVIOURAL FRAMEWORK:
Temenos Values

Temenos Behaviours
(PATHFINDER role specific 12 core behaviours)

How do we do things at Temenos that are
unique to us, define our commitments to
each other and our stakeholders
PEOPLE POWER
How do we demonstrate the Temenos values by aligning it to
the 12 core PATHFINDER behaviours across our roles that build
With it I ...........
capability to deliver high performance
Build relationships - Build trusting relationships • Create trust
• Work across teams, departments &
countries
Teamwork – Work towards a common goal • Continuously grow
• Enable others to realise their
Develop – Develop self and others potential & ambitions
Without it I .........
• Create distrust & fear
• Work in silos
• Point the finger
• Work in a comfort zone
• Stop others from learning &
growing

•
Deliver – Deliver even when there’s change, uncertainty and barriers •
Tolerate mediocrity
Create chaos and
• Deliver what we say
turbulence
Continuously improve – Strive for excellence • Take ownership
• Become insular
CUSTOMER CORE •
•
Drive excellence
Stay ahead
• Don’t move with our
Be customer focused – Add customer value • Add value to our customers
customers
• Create bureaucracy &
barriers

•
Fact find – Find out what’s happening •
Create a vision
Create a strategic direction
• Lack purpose
• Lack direction
• Understand external & internal
SEE DIFFERENT Innovate – Problem solve and be creative changes
• Become too short sighted
• Don’t see things coming
• Focus on solutions
• Miss opportunities
Think flexibly – Explore alternatives • Manage ambiguity & complexity
• Become tunnel visioned
• Manage our business commercially

•
Influence – Gain support, buy-in and co-operation • Change attitudes & behaviours for
•
Lack ownership
Have no execution
sustainable change
• Don’t make real change
INSPIRE BETTER Commit – Make decisions and inspire confidence • Generate emotional commitment
happen
• Excite others around a direction
• Disengage and disconnect
• Simplify complexity
Communicate – Be clear and engaging • Support others
• Create uncertainty & doubt
• Feel unvalued
Organisational behaviours

4 proficiency levels mapped across bands

TEMENOS BEHAVIOURAL PROFICIENCY LEVELS:
Behavioural proficiency levels as per PATHFINDER bands:
Organisational behaviours

Guidelines across the 4 proficiency levels


Build Relationships – Build trusting relationships
With it I: seek to understand others, empathise with their
LEVELS situation, value their perspective, work in a transparent way
PEOPLE POWER
Teamwork – Work towards a common goal
With it I: align with others, represent Temenos in my interactions
with others, combine my efforts with others’ & value different
expertise & styles to produce the right outcome for Temenos &
the customer
Develop – Develop self and others
With it I: continuously grow, come outside of my comfort zone,
share learning and expertise with others, enable others to realise
their potential & ambitions, align capability with Temenos’
business needs

• Create the opportunities for Temenos staff & customers to • Get different Temenos & customer teams/departments • Create a culture for feedback by making it a habit in others
build & sustain relationships working towards a common goal • Build & align people development into business goals &
R • Encourage teams/departments across Temenos to seek & act • Reshape the way departments work to encourage cross- processes
O on others’ views, opinions collaboration
L • Create & implement strategies to identify & nurture talent
E • Create a trusting environment in which others are valued for • Create a value for team working across Temenos – e.g. (e.g. succession planning ,career development, talent
4 M what they think, feel & believe encourage others to spend time working in other management)
O
• Establish ongoing forums &/or events to give others the departments, create interdependency between • Champion development across Temenos – e.g. mentor across
D
opportunity to build new & develop existing relationships teams/departments develop new competencies
E
L • Build & manage a network across & outside of Temenos • Recognise team behaviour in others
• Create a culture where the diversity of expertise, views & style
are valued and respected

• Manage relationships which have multiple agendas • Work with the team’s strengths & weaknesses to maximise • Coach others to help them problem solve to achieve on the
• Deepen the relationship by understanding the person (e.g. their skills, experience, potential and business/customer needs job & career goals/challenges
pressures, motivations, success measures, challenges, • Bring people together from different teams & business areas • Mentor others within team
E aspirations) to collectively achieve what’s right for Temenos as a whole • Share expertise &experience with others to improve their
X
P • Self-disclose to encourage the other person to do so (e.g. • Facilitate the thinking of a group/team to achieve a more performance
3
E share my view, history, experience, motivations, weaknesses) powerful solution that everyone has contributed to & • Create stretch opportunities for others to develop
R • Build & manage a network across the department collectively owns
• Work with others to realise their career plans
T
• Pick up on & talk about what is not being said to encourage an • Pre-empt potential conflict within the team & manage this
• Recognise others when succeeding in their job &
open dialogue demonstrating the Temenos Values (have removed reward as
this sits outside of a behavioural framework)

• Ask open questions to identify & understand the other • Get input and ideas from others • Arrange training & development to meet mine &/ or others’
S person’s view • Encourage debate & discussion in team/group personal development plan
K
I
• Check out understanding with the other person – e.g. clarify, • Help others to achieve the common goal • Seek and provide constructive feedback in a helpful and
2 L summarising and reflecting back supportive manner
• Share information, knowledge & ideas
L • Give the other person my full attention - e.g. sufficient time to • Take on different opportunities for stretch
E express their view, no distractions • Take accountability for the team’s actions, successes &
D disappointments • Initiate conversation about my own career aspirations & plans
• Create opportunities to build new relationships for making this happen with my manager

• Listen to and respect others’ views & ideas • Give my views/ideas if asked • Meet personal development objectives in line with business
B • Build new relationships if the opportunity arises • Offer expertise & knowledge if asked objectives
A
• Recognise the value of others’ views • Put forward ideas to resolve the issues in a group/team • Act on feedback provided by others to improve my
1 S performance
I
C • Contribute to my personal development objectives & career
conversations

Deliver – make things happen even when there is change, barriers &
uncertainty
LEVELS
With it I: plan & organise, deliver, set & manage expectations, take
ownership for making things happen even when barriers are there
CUSTOMER CORE
Continuously improve – strive for excellence
With it I: measure the right things, never stop at what I and others
have achieved, build excellence in Temenos
& its customers
Be Customer Focused – add customer value
With it I: keep the customer at the centre of what Temenos does,
drive excellence in customers, deliver to customers today and
tomorrow, create customer loyalty

• Re-design the business to create ownership & • Introduce performance improvement approaches which focus on • Make long term changes within the Temenos business to better
accountability increasing value from a financial, customer, people and align to our customer base
R organisational perspective • Introduce & embed strategies to ensure that our people have
O • Change the business priorities so that others focus on the right
L things to deliver • Drive through long term change for Temenos &/or its the customer at the centre of Temenos does
customers which brings about improved performance • Pre-empt where customers are going in the future ,
E • Create a culture of resilience needed for dealing with pressure,
4 M
uncertainty, ambiguity • Create a culture for continuous improvement where people structuring & focusing the business in a way that best serves
O assess what & how they do things to bring about higher levels of these customers
D • Encourage others to take calculated risks to remove barriers that performance
E get in the way of delivery, even if this conflicts with existing rules • Drive changes in a customer’s business which helps them re-
L & policies think about either what they do or the way they do things

• Anticipate problems & resistance to change & put in place plans to • Introduce ongoing monitoring & feedback into different parts • Increase the value added to customers by taking a set of actions
overcome of the business to drive higher performance levels across a number of different areas
• Instigate change in multiple areas of work that focus on • Champion an initiative to focus others’ efforts & actions around
• Push boundaries that get in the way of delivering adding customer value
E increasing performance
X • Empower others to tackle issues that get in the way of delivery • Challenge the way I and others work today to test whether we are
P • Instigate & implement a business change that drives longer term adding customer value
3 • Remove barriers that get in the way of others delivering performance improvement as a result of success in an area of
E • Lead a programme/project to increase the importance attached to
R • Take ownership for making change happen in my remit work customers, changing attitudes, beliefs & behaviour
T
• Identify & implement an improvement initiative that has a • Help customers think about the long term & offer solutions that help
positive impact on others them drive their businesses forward
• Drive changes within a customer’s business to help them achieve
long term plans/strategies

• Design delivery plans for myself & others – e.g. roles, • Set challenging & stretching targets for myself &/or others • Make a change within my area of work to deliver customer value
S responsibilities, activity, timelines
K • Take action to increase the performance of one aspect /an area • Give advice to the customer based on expertise & experience
I • Delegate to others of my work e.g. efficiency
• Meet customer level agreements & expectations
2 L
• Set & manage expectations with others • Review lessons learnt from a piece of work and carry the
L learning forward • Provide additional support to customers
E • Take personal responsibility for problems that occur
D
& get in the way of my delivery • Initiate change in area of work that focuses on increasing
performance

• Respond to problems that get in the way of delivery when asked • Take lessons learnt from others into my own area of work • Respond to a customer request
B
to
• Contribute to increasing the performance of a given area – • Respond to a customer complaint
A • Respond to plans made by others e.g. efficiency
1 S • Speak the customer’s language
I • Escalate problems to others • Respond to a need for continuous improvement by getting
C involved when others ask • Recognise the importance of & value of customers
 SEE DIFFERENT
Fact Find – Find out what’s happening Innovate – Problem solve and be creative Think Flexibly – Explore alternatives

LEVELS
With it I: stay informed about the latest developments internally With it I: establish root cause to problems, focus on solutions, With it I: focus on the short, medium & long term, manage
and externally, make sound analysis & decision making, am aware form new insights, create a vision of how things could be for ambiguity & complexity, manage the commercials with customer
of the wider context, spot growth opportunities Temenos and the customer value & impact on colleagues

• Establish a process/ initiative that encourages the sharing of best • Set up forums, focus groups, brainstorming sessions to • Develop strategic opportunities for Temenos with long term
practice amongst Temenos, customer & encourage others inside & outside of Temenos to form new business benefit
R 3rd parties ideas and solutions
O • Develop a strategy for the short, medium & long term
L
• Create an approach whereby the team or department regularly • Re-organise the way things are done to improve the upward, • Develop strategies/processes for scenario planning across the
E collects &shares information downward, lateral & outward flow of ideas – e.g. the setting up of
mix-departmental teams to drive the business forward Temenos & customer business
4 M • Encourage others to benchmark, share best practice – • Put in place structures that encourage others to think flexibly
O
e.g. in industry wide activity • Create a vision & long term strategic direction
D
E • Encourage others to question the information base on which • Initiate & implement opportunities for others to develop their
L mine & other team’s/department’s plans & decisions rest problem solving & creativity

• Look to competitors & other companies to inform what I • Establish the root cause of a problem through in-depth analysis •​Look for strategic opportunities with long term business & revenue
do & understand the impacts benefit
• Research best practice outside of remit to inform what I • Analyse external influences & impact on the • Analyse simultaneously the value & cost of different strategies &/or
E
do solution/strategy solutions, with contingencies
X
P • Challenge the breadth & depth of information sought • Come up with an idea/solution that tackles a number of • Develop solutions &/or strategies that have different perspectives
3
E issues which look different on the surface built in – e.g. customer, profit, revenue, people
R • Encourage others to question the assumptions made
T
• Encourage others to think differently around an issue • Develop a strategic way forward despite unknowns & multiple
• Find out what’s going on in other departments variables & share this with others
• Create an overarching strategy/solution which maximises the
benefits & minimises the weaknesses of original options

• Find out what customers & Temenos colleagues expect, want and • Identify the causes & effects of an issue I’m working on • Identify at least two options for a proposed way forward
S have done
K • Provide a solution to address a specific issue • Look at alternative scenarios before deciding on the way forward
I • Find out what’s going on in own team/project/department
2 L • Provide insight to data analysis • Identify the different perspectives to an issue
L
• Question the assumptions made by me & others
• Interpret & refine data • View the issue from different angles to maintain objectivity
E • Question information I seek
D

• Use up to date information provided by others • Use the analysis undertaken by others • Generate and share ideas/options sequentially
B
• Work with the assumptions provided to me • Am open to new insights developed by others • See and respect the different perspectives on issues/solutions when
A they are presented by others
1 S • Ask questions when information presented is unclear • Am open to new ideas • Am prepared to change my view when justified by new information​
I
C • Find out from others where to find out basic information
 INSPIRE BETTER
Influence – gain support, buy-in & co- operation Commit – make decisions & inspire confidence Communicate – be clear & engaging

LEVELS With it I: gain others’ acceptance, achieve their With it I: generate certainty, give an idea of where we are With it I: simplify messages, create understanding, generate
commitment, make change last heading, simplify complexity, excite & energise others interest & impact

• Form partnerships inside & outside of Temenos to shape policy • Task others with activities that build confidence so that a “winning • Put in place an ongoing mechanism to keep others informed
or to educate our customers attitude” becomes part of the Temenos culture and up to date with the business, e.g. quarterly updates
R
• Encourage others to form alliances & partnerships to tackle joint • Establish a set of standards for effective communication that
O
problems & explore shared interests • Publicly champion & drive momentum for change others use and value
L
E • Help others build relationships inside & outside of • Establish ongoing events & forums that enable others to share • Put in place a number of initiatives that raise the importance of
4 M successes & inspire confidence in the future of Temenos & its communication e.g. communication champions, road shows
Temenos to expand their influence customers
O
D • Provide clear leadership and guidance on the direction of
E Temenos & changing priorities
L

• Target ideas/proposals with others in mind making it clear • Bring to life the vision & strategic direction to others – inspire & • Use humour, analogies, stories, visuals to engage others
“what is in it for them” mobilise Temenos &/or customer staff • Tailor the message to others according to their style, needs,
E
• Use different approaches to influencing - e.g. visioning, involving, • Show belief in mine & others’ capacity to succeed wants
courage of my conviction, challenge, logic, past referencing • Celebrate success with others
X • Communicate ambiguous messages
3
P • Adapt my style to different audiences • Balance immediate & future implications of decisions
• Use voice modulation, gestures, pauses & momentum to create
E
R • Strike win/win positions with others (balance collaboration with • Promote the work of my team/department /Temenos to others impact in my messaging
T assertion)
• Navigate Temenos’ & the customer’s political setting

• Explain the benefits of ideas/proposals to others using • Assert - challenge, push back, hold ground, handle • Communicate clearly
reasoning & logic objections • Communicate concisely
S
K • Explain the benefits of ideas/proposals using expertise & • Make decisions in timely manner • Chose relevant media to communicate message clearly e.g. phone, e-
I experience mail, presentation, meeting
2 L • Acknowledge & handle difficult situations – I stay calm & confident &
L • Sell the benefits & features of Temenos’ products & think on my feet • Communicate complex messages
E services
D • Promote Temenos to others when the opportunity arises
• Pilot ideas/ proposals to sell to others
• Think & contribute solutions to problems

• Present ideas/proposals from my position • Make a decision if asked • Communicate messages using prompts provided by others
B • Respond to others’ requests to outline the benefits of • Am clear on stance if asked • Communicate messages using existing Temenos templates &
A ideas/proposals processes
1 S • Am positive even if I disagree
I • Reflect on the merits of others’ ideas • Communicate simple messages
C • Acknowledge when I am wrong & put it right
• Promote Temenos to others when asked about the company
Appendix

Glossary
Glossary of terms:
www.temenos.com