FOCUS ON CUSTOMER
Putting the Customer first and making them the core focus of your
role; striving to create a positive experience at every interaction
point with both internal and external customers; being proactive in
understanding their needs; treating your colleagues and team
members as customers and taking responsibility to support and
help them to grow with us.
What it should look like:
 Enthuse the community you work within to build and sustain
a customer-focused culture.
 Listen to your customers, clearly understand their needs
and empower your team to resolve customer issues in a
timely fashion.
 Have regular and transparent performance conversations;
ensure your team are clear on their individual performance
expectations.
 Support the development of your team and manage their
career aspirations effectively.
Earning others’ trust and respect through consistent honesty
and professionalism in every interaction; actively showing
trust in others and developing lasting relationships;
demonstrating Alshaya’s values; keeping commitments
made to others; being approachable, open and honest -
your actions are consistent with your words.
What it should look like:
 Act honestly and with integrity
 View team actions positively; be tolerant of others
and not intimidate, humiliate or discourage people.
 Thank team and individuals for their achievements
through praise and recognition.
 Take the initiative to build effective relationships with
others
 FOCUS ON GROWTH
Giving people both the ability and the opportunity to step-up and
drive the business forward; conveying confidence in employees'
ability to be successful, especially at challenging new tasks;
delegating significant responsibility and authority; giving
employees the freedom to decide how they will accomplish their
goals and resolve issues.
What it should look like:
 Encourage team members to take responsibility for the
tasks they perform.
 Give opportunities to team members to lead tasks or
projects.
 Embrace new ideas from team members and acknowledge
people’s expertise and know-how.
Give the team credit and praise for their ideas and results
Supporting the creation of new and better ways for Alshaya
to be successful; encouraging others to be inventive and
take appropriate risks; adapting to change; regularly gaining
new perspectives from peers and team members; valuing
creativity, productivity and efficiency as the keys to career
development.
What it should look like:
 Encourage creative thinking and new concepts from
others.
 Always look to improve and simplify processes and
procedures.
 Show a willingness to consider new ideas and
encourage ‘out the box’ thinking.
 Aim to do things quickly and as simply as possible.
 FOCUS ON PERFORMANCE
Demonstrating and communicating a high level of ownership and
a commitment to achieving results; implementing decisions that
have been agreed upon; following through on commitments;
acknowledging and learning from mistakes without blaming others;
recognizing the impact of your behavior on others.
What it should look like:
 Willing to take on new responsibilities and projects.
 Able to make decisions independently with the support of
your line manager.
 Take accountability for the outcome when things go wrong
and find solutions to improve.
 Accept your own mistakes and do not pass on the blame to
others.
Actively agreeing to work together; starting by setting clear
goals, objectives and outcomes; thinking as one team,
working together to get the job done; communicating clearly,
actively listening to others, and respecting the diversity of
your colleagues; taking time to recognize results and
celebrate positive outcomes.
What it should look like:
 Look to build new relations outside of your team to
improve effectiveness.
 Work with others constructively. Share expertise, best
practices and relevant information.
 Ask for feedback from team members, accept their
inputs with an open mind.
 Set clear goals and objectives for your team and the
projects they are leading