2022

COMPETENCIES
REFERENCE GUIDE

Leader of Leaders
Edition

Leader Level 2

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2022 COMPETENCIES REFERENCE GUIDE
Success Behaviors to Perform at Your Best

WHAT ARE COMPETENCIES?

Competencies describe what good performance looks like.

Competencies are global standards made up of four success behaviors that

Ambassadors live out each day at work regardless of their role. Each success
behavior is evaluated individually on your annual performance review.

Global competencies ensure you and your leader share the same expectations
of what good looks like. They also offer you guidance on specific ways you can
go above and beyond to provide the greatest value to People2.0.

HOW SHOULD I USE THIS GUIDE?

The guide consists of two parts:

1. The 2022 Competencies at a Glance sheet on page 3

2. The detailed 2022 Competency Descriptions beginning on page 4

2022 Competencies at a Glance – This handy sheet offers a quick overview of

each competency and its four success behaviors. Please print off the sheet and
post it at your workspace to keep these success behaviors in mind every day.

2022 Competency Descriptions – This section provides detailed descriptions

for every success behavior so you’ll know exactly what good looks like for each
one. These are the same descriptions you’ll see on your annual performance
review in Dayforce. Be sure to read the descriptions to familiarize yourself with
the success behaviors.

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2022 COMPETENCIES REFERENCE GUIDE
Success Behaviors to Perform at Your Best

HOW DO I RATE THE SUCCESS BEHAVIORS?

UNDERSTANDING THE RATING SCALE
People2.0 has selected a three-point rating scale to make performance
reviews as simple as possible.

• Rating 3: Consistently Exceeds Expectations

• Rating 2: Consistently Meets Expectations
• Rating 1: Does Not Consistently Meet Expectations

A rating of 2: Consistently Meets Expectations is our global standard of what

good performance looks like for each success behavior.

EVALUATING THE SUCCESS BEHAVIORS

The annual performance review considers the entire calendar year of
performance. Evaluate each success behavior using the following two steps:

STEP 1 – Determine if performance meets expectations

1. Read the Rating 2: Consistently Meets Expectations description.
2. If the performance does not meet the Rating 2 criteria, select Rating 1.

STEP 2 – Determine if performance exceeds expectations

1. If the performance meets the Rating 2 criteria, read the Rating 3
description.
2. If the performance does meet the Rating 3 criteria, select Rating 3.
3. If the performance does not meet the Rating 3 criteria, select Rating 2.

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2022 COMPETENCIES AT A GLANCE
Success Behaviors to Perform at Your Best

Leader of Leaders Competencies

COMMUNICATION
1) Writing effectively
Successful leaders build
2) Speaking effectively
relationships through
3) Collaborating effectively
effective communication by:
4) Listening with empathy

CONTINUOUS IMPROVEMENT
1) Managing risk
Successful leaders support
2) Documenting operations
continuous improvement of
3) Identifying opportunities for improvement
the organization by:
4) Implementing improvements

CUSTOMER SERVICE
1) Building relationships
Successful leaders deliver
2) Understanding customer expectations
impeccable customer
3) Meeting service promises
service by:
4) Owning and apologizing for mistakes

ENGAGEMENT
1) Fostering inclusion
Successful leaders engage
2) Building trust
team members and make
3) Developing talent
them feel valued by:
4) Leading people through change

RESULTS ORIENTATION
1) Managing priorities
Successful leaders deliver
2) Solving problems
exceptional business
3) Optimizing resources
results by:
4) Holding themselves and their teams accountable

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2022 Competency Descriptions
Leaders (Level 2)

Communication
COMPETENCY DEFINITION
Successful leaders build relationships through effective communication by:

• Writing effectively
• Speaking effectively
• Collaborating effectively
• Listening with empathy

SUCCESS BEHAVIORS | LEVEL 2: Leader of Leaders

Writing effectively
3 – Consistently Exceeds Expectations
Consistently and effectively communicates in writing using professional language and audience-
appropriate messaging and shares appropriate level of detail for audience.

2 – Consistently Meets Expectations

Consistently and effectively communicates in writing using professional language and audience-
appropriate messaging.

1 – Does Not Consistently Meet Expectations

Does not consistently and effectively communicate in writing using professional language and
audience-appropriate messaging.

Speaking effectively
3 – Consistently Exceeds Expectations
Consistently and effectively communicates verbally in individual and group settings using professional
language and audience-appropriate messaging and shares appropriate level of detail for audience.

2 – Consistently Meets Expectations

Consistently and effectively communicates verbally in individual and group settings using professional
language and audience-appropriate messaging.

1 – Does Not Consistently Meet Expectations

Does not consistently and effectively communicate verbally in individual and group settings using
professional language and audience-appropriate messaging.

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2022 Competency Descriptions
Leaders (Level 2)
Collaborating effectively
3 – Consistently Exceeds Expectations
Consistently and effectively communicates with transparency, encourages ideas and feedback from
others, and assumes positive intent while working toward shared goals in challenging or high-stress
situations.

2 – Consistently Meets Expectations

Consistently and effectively communicates with transparency, encourages ideas and feedback from
others, and assumes positive intent while working toward shared goals in normal situations.

1 – Does Not Consistently Meet Expectations

Does not consistently and effectively communicate with transparency, encourage ideas and feedback
from others, and assume positive intent while working toward shared goals in normal situations.

Listening with empathy

3 – Consistently Exceeds Expectations
Consistently and effectively listens to understand and thoughtfully considers other viewpoints and
concerns in challenging or high-stress situations.

2 – Consistently Meets Expectations

Consistently and effectively listens to understand and thoughtfully considers other viewpoints and
concerns in normal situations.

1 – Does Not Consistently Meet Expectations

Does not consistently and effectively listen to understand and thoughtfully consider other viewpoints
and concerns in normal situations.

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2022 Competency Descriptions
Leaders (Level 2)

Continuous Improvement
COMPETENCY DEFINITION
Successful leaders support continuous improvement of the organization by:

• Managing risk
• Documenting operations
• Identifying opportunities for improvement
• Implementing improvements

SUCCESS BEHAVIORS | LEVEL 2: Leader of Leaders

Managing risk
3 – Consistently Exceeds Expectations
Consistently and effectively considers how potential decisions will impact the rest of the organization
to ensure sound decision making in challenging or high-stress situations.

2 – Consistently Meets Expectations

Consistently and effectively considers how potential decisions will impact the rest of the organization
to ensure sound decision making in normal situations.

1 – Does Not Consistently Meet Expectations

Does not consistently and effectively consider how potential decisions will impact the rest of the
organization to ensure sound decision making in normal situations.

Documenting operations
3 – Consistently Exceeds Expectations
Consistently and effectively verifies accuracy of documented processes and practices, including
process steps leading into and out of the workflow to ensure smooth handoffs between teams, and
ensures leaders and team members have access to subject matter experts and resources as needed.

2 – Consistently Meets Expectations

Consistently and effectively verifies accuracy of documented processes and practices and ensures
leaders and team members have access to subject matter experts and resources as needed.

1 – Does Not Consistently Meet Expectations

Does not consistently and effectively verify accuracy of documented processes and practices and
ensure leaders and team members have access to subject matter experts and resources as needed.

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2022 Competency Descriptions
Leaders (Level 2)
Identifying opportunities for improvement
3 – Consistently Exceeds Expectations
Consistently and effectively identifies opportunities for improvement based on regular feedback from
leaders, team members, and key stakeholders in challenging or high-stress situations.

2 – Consistently Meets Expectations

Consistently and effectively identifies opportunities for improvement based on regular feedback from
leaders, team members, and key stakeholders in normal situations.

1 – Does Not Consistently Meet Expectations

Does not consistently and effectively identify opportunities for improvement based on regular
feedback from leaders, team members, and key stakeholders in normal situations.

Implementing improvements
3 – Consistently Exceeds Expectations
Consistently and effectively removes obstacles and allocates resources needed to implement
improvements in challenging or high-stress situations.

2 – Consistently Meets Expectations

Consistently and effectively removes obstacles and allocates resources needed to implement
improvements in normal situations.

1 – Does Not Consistently Meet Expectations

Does not consistently and effectively remove obstacles and allocate resources needed to implement
improvements in normal situations.

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2022 Competency Descriptions
Leaders (Level 2)

Customer Service
COMPETENCY DEFINITION
Successful leaders deliver impeccable customer service by:

• Building relationships
• Understanding customer expectations
• Meeting service promises
• Owning and apologizing for mistakes

SUCCESS BEHAVIORS | LEVEL 2: Leader of Leaders

Building relationships
3 – Consistently Exceeds Expectations
Consistently and effectively builds trusted relationships with internal and external customers through
honest conversation, active listening, and empathy for each customer’s perspective in challenging or
high-stress situations.

2 – Consistently Meets Expectations

Consistently and effectively builds trusted relationships with internal and external customers through
honest conversation, active listening, and empathy for each customer’s perspective in normal
situations.

1 – Does Not Consistently Meet Expectations

Does not consistently and effectively build trusted relationships with internal and external customers
through honest conversation, active listening, and empathy for each customer’s perspective in normal
situations.

Understanding customer expectations

3 – Consistently Exceeds Expectations
Consistently and effectively solicits feedback from internal and external customers to understand
their expectations, challenges, and unique needs and proactively solves customer problems.

2 – Consistently Meets Expectations

Consistently and effectively solicits feedback from internal and external customers to understand
their expectations, challenges, and unique needs.

1 – Does Not Consistently Meet Expectations

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2022 Competency Descriptions
Leaders (Level 2)
Does not consistently and effectively solicit feedback from internal and external customers to
understand their expectations, challenges, and unique needs.

Meeting service promises

3 – Consistently Exceeds Expectations
Consistently and effectively ensures leaders and team members deliver what we promised our
customers accurately and on time with careful attention to detail and professionalism in challenging
or high-stress situations.

2 – Consistently Meets Expectations

Consistently and effectively ensures leaders and team members deliver what we promised our
customers accurately and on time with careful attention to detail and professionalism in normal
situations.

1 – Does Not Consistently Meet Expectations

Does not consistently and effectively ensure leaders and team members deliver what we promised
our customers accurately and on time with careful attention to detail and professionalism in normal
situations.

Owning and apologizing for mistakes

3 – Consistently Exceeds Expectations
Consistently and effectively owns and apologizes for mistakes without excuses, makes things right,
and takes action to prevent future mistakes.

2 – Consistently Meets Expectations

Consistently and effectively owns and apologizes for mistakes without excuses and makes things
right.

1 – Does Not Consistently Meet Expectations

Does not consistently and effectively own and apologize for mistakes without excuses and make
things right.

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2022 Competency Descriptions
Leaders (Level 2)

Engagement
COMPETENCY DEFINITION
Successful leaders engage team members and make them feel valued by:

• Fostering inclusion
• Building trust
• Developing talent
• Leading people through change

SUCCESS BEHAVIORS | LEVEL 2: Leader of Leaders

Fostering inclusion
3 – Consistently Exceeds Expectations
Consistently and effectively fosters meaningful conversation where diverse perspectives are sought,
respected, and considered in problem solving and decision making in challenging or high-stress
situations.

2 – Consistently Meets Expectations

Consistently and effectively fosters meaningful conversation where diverse perspectives are sought,
respected, and considered in problem solving and decision making in normal situations.

1 – Does Not Consistently Meet Expectations

Does not consistently and effectively foster meaningful conversation where diverse perspectives are
sought, respected, and considered in problem solving and decision making in normal situations.

Building trust
3 – Consistently Exceeds Expectations
Consistently and effectively trusts leaders and team members to do their jobs well and gives them the
autonomy to do so while providing support when needed in challenging or high-stress situations.

2 – Consistently Meets Expectations

Consistently and effectively trusts leaders and team members to do their jobs well and gives them the
autonomy to do so while providing support when needed in normal situations.

1 – Does Not Consistently Meet Expectations

Does not consistently and effectively trust leaders and team members to do their jobs well and give
them the autonomy to do so while providing support when needed in normal situations.

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2022 Competency Descriptions
Leaders (Level 2)
Developing talent
3 – Consistently Exceeds Expectations
Consistently and effectively ensures leaders and team members are fully trained and prepared to be
successful in their current roles and actively supports their career development to prepare for future
roles or expanded responsibilities.

2 – Consistently Meets Expectations

Consistently and effectively ensures leaders and team members are fully trained and prepared to be
successful in their current roles.

1 – Does Not Consistently Meet Expectations

Does not consistently and effectively ensure leaders and team members are fully trained and
prepared to be successful in their current roles.

Leading people through change

3 – Consistently Exceeds Expectations
Consistently and effectively shows patience and compassion to leaders and team members during
times of change and recognizes small wins and progress to build momentum and morale in
challenging or high-stress situations.

2 – Consistently Meets Expectations

Consistently and effectively shows patience and compassion to leaders and team members during
times of change and recognizes small wins and progress to build momentum and morale in normal
situations.

1 – Does Not Consistently Meet Expectations

Does not consistently and effectively show patience and compassion to leaders and team members
during times of change and recognize small wins and progress to build momentum and morale in
normal situations.

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2022 Competency Descriptions
Leaders (Level 2)

Results Orientation
COMPETENCY DEFINITION
Successful leaders deliver exceptional business results by:

• Managing priorities
• Solving problems
• Optimizing resources
• Holding themselves and their teams accountable

SUCCESS BEHAVIORS | LEVEL 2: Leader of Leaders

Managing priorities
3 – Consistently Exceeds Expectations
Consistently and effectively identifies changing business needs and collaborates with other
departments to ensure priorities and decisions are aligned in challenging or high-stress situations.

2 – Consistently Meets Expectations

Consistently and effectively identifies changing business needs and collaborates with other
departments to ensure priorities and decisions are aligned in normal situations.

1 – Does Not Consistently Meet Expectations

Does not consistently and effectively identify changing business needs and collaborate with other
departments to ensure priorities and decisions are aligned in normal situations.

Solving problems
3 – Consistently Exceeds Expectations
Consistently and effectively identifies problems and analyzes root causes that exist inside and outside
the department to make smart decisions in challenging or high-stress situations.

2 – Consistently Meets Expectations

Consistently and effectively identifies problems and analyzes root causes that exist inside and outside
the department to make smart decisions in normal situations.

1 – Does Not Consistently Meet Expectations

Does not consistently and effectively identify problems and analyze root causes that exist inside and
outside the department to make smart decisions in normal situations.

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2022 Competency Descriptions
Leaders (Level 2)
Optimizing resources
3 – Consistently Exceeds Expectations
Consistently and effectively manages people resources, in collaboration with other department
leaders, for maximum impact and efficiency and identifies other opportunities for cost savings within
the department.

2 – Consistently Meets Expectations

Consistently and effectively manages people resources, in collaboration with other department
leaders, for maximum impact and efficiency.

1 – Does Not Consistently Meet Expectations

Does not consistently and effectively manage people resources, in collaboration with other
department leaders, for maximum impact and efficiency.

Holding themselves and their teams accountable

3 – Consistently Exceeds Expectations
Consistently and effectively contributes to department goals and metrics, measures progress, and
helps leaders make adjustments as needed to achieve defined performance results in challenging or
high-stress situations.

2 – Consistently Meets Expectations

Consistently and effectively contributes to department goals and metrics, measures progress, and
helps leaders make adjustments as needed to achieve defined performance results in normal
situations.

1 – Does Not Consistently Meet Expectations

Does not consistently and effectively contribute to department goals and metrics, measure progress,
and help leaders make adjustments as needed to achieve defined performance results in normal
situations.

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