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Competency
Framework Dictionary
June 2021
Introduction
What is a competency? How are the competencies structured?

A competency is defined as a combination of skills, knowledge, There are 3 levels in each competency, these include:
attributes and behaviors that enables an individual to perform a task
or an activity successfully within a given job. Leading Self: All Employees
Competencies are observable behaviors that can be measured and Leading Teams: Team Leaders, Heads of Section, Managers
evaluated. and Senior Managers
Leading Change: Directors, Senior Directors and Executives

What is a competency framework Dictionary? Where are competencies used?

A competency framework dictionary is a document that identifies the
anticipated skills, knowledge and behaviors, that lead to excellence Performance
on the job. It describes competencies in terms of behaviors, using Management

indicators to help recognize the competencies when individually

demonstrated.

The main goal of a competency framework dictionary is to clearly

identify and communicate the skills an employee needs to thrive in a Talent Competency Recruitment
job. Management Framework

Learning &
Development
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SCRIPT Competencies

‫تواصل بفعّالية‬

3
LEVELS

Level 1 Level 2 Level 3

The competencies are structured into All Employees TL, Heads, Managers & Senior Managers Directors, Senior Directors & Executives

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 Serve Others
Focuses on the needs and concerns of the community/customer to provide service excellence.

Leading Self Leading Teams Leading Change

(All employees) (TL, Heads, Managers & Senior Managers) (Directors, Senior Directors & Executives)
Seeks to understand community/customer Fosters a culture of service excellence Drives a culture of service excellence
• Actively seeks information to understand the • Advocates for quality service and encourages • Creates an environment and culture that supports
needs, wants and expectations of the employees to actively attend to service issues, the creation of processes that drive service
community/customer. taking appropriate action when needed. excellence.

Anticipates Community/Customer Needs

Focuses on quality • Anticipates constraints and future needs of the Demonstrates Market Knowledge and Insight
• Focuses on meeting set quality standards and community/customer and takes necessary action • Leverages market knowledge and trend insights to
strives to produce quality work. to address them proactively. strategically set and achieve organizational
strategy and objectives.
Sets Up Feedback Mechanisms
• Implements effective means of monitoring and
Seeks Feedback on Service evaluating customer concerns, issues and Manages Resources
• Actively seeks feedback on customer’s satisfaction satisfaction and ensures teams are adhering to set • Ensures all resources such as employees &
with the services/products provided. practices. expenditures are monitored and managed
effectively to maximize sustainable quality and
service excellence.

Note: The behaviors under each Level are cumulative, meaning at the level of Leading Change, you are expected to demonstrate
all the behaviors of your Level including those
3 of Levels 2 & 1, similarly for Leading Teams.
 Communicate with Meaning
Engages in purposeful communication to deliver ideas and information for mutual understanding and commitment.

Leading Self Leading Teams Leading Change

(All employees) (TL, Heads, Managers & Senior Managers) (Directors, Senior Directors & Executives)
Organizes the communication Adapts style Communicates Strategically
• Clarifies purpose and importance; focuses on • Adapts content, style, tone and medium of • Communicates strategically to achieve company
main points; follows a logical sequence. communication to suit the target audience’s vision and objectives, considering aspects such as
language and level of understanding. the optimal message to present, timing and forum
of communication.
Actively listens to others Paints a picture of the future
• Pays close attention to others speaking without • Explains expectations, goals and objectives with Inspires Others
interrupting, and listens without judgement. clarity and precision, creates excitement within • Articulates the company’s vision and strategy in a
the team, and ensures success is fully compelling way that helps others realize their
comprehended by all. value and impact and motivates them to
Maintains open communication accomplish and succeed
• Actively seeks continuous communication with Maintains Transparency & Openness
others • Demonstrates openness in sharing information Drives a culture of Transparency
with the team and actively seeks to keep others • Fosters a culture of openness by eliminating all
informed of information that may affects them. obstacles and facilitating the flow of information
sharing through various mechanisms such as
systems, processes and practices

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 Reach out and Build Relationships
Creates and maintains partnerships built on trust and understanding to drive success.

Leading Self Leading Teams Leading Change

(All employees) (TL, Heads, Managers & Senior Managers) (Directors, Senior Directors & Executives)
Builds rapport and relationships Builds teams Networks and develops strategic partnerships
• Proactively seeks to build rapport and • Builds effective teams, bringing together • Builds high level networks and partnerships with
relationships with internal and external parties to individuals with diverse skillsets, abilities and a wide range of partners; leveraging on their
achieve progress on shared objectives. expertise to achieve common objectives. resources in support of the company’s strategic
direction and objectives.
Practices teamwork
• Effectively collaborates and coordinates with Encourages a culture of collaboration Drives a culture of collaboration
immediate team and beyond to achieve desired • Builds trust within the teams and encourages • Creates an enabling environment that is built on
results. collaboration and teamwork to achieve desired trust and collaboration within the organization
goals. and ensures adherence.
Respects Diversity
• Respects and values individual differences and Manages and resolves conflict
diversity of opinions to achieve desired results. • Identifies potential tensions and problems and
takes necessary action to resolve challenges for
the greater good.

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 Innovate & Improve
Develops and inspires new ideas that introduce change and improvement to the organization.

Leading Self Leading Teams Leading Change

(All employees) (TL, Heads, Managers & Senior Managers) (Directors, Senior Directors & Executives)
Acknowledges need for improvement Seeks improvement opportunities Nurtures creativity
• Analyzes strengths and weaknesses of current • Searches and advocates for new approaches, • Develops an environment that nurtures creative
approaches and processes and recognizes the methods and systems that improve performance. thinking, challenging and experimentation to
need to improve. achieve continuous improvement; ensuring a safe
speak up environment.
Fosters creativity and change Accelerates improvement
Adopts a creative mindset • Encourages challenging of processes and • Proactively sets out to improve processes,
• Initiates creative thinking, while actively seeking practices, advocates for new ideas and welcomes systems and products and services; encouraging
opportunities for improvement. change when needed. the initiation of new ideas and translating
concepts into concrete action plans.
Implements improvements
Initiates solutions • Tests solutions and gathers feedback to ensure Champions change
• Researches and identifies solutions to process efficiency and effectiveness; modifying where • Advocates the need for change and improvement
and system improvements. necessary to achieve optimum performance. by determining and eliminating barriers to
change, while demonstrating sensitivity to change
fears and explaining the need for it.

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 Promote Growth & Development
Pursues and supports learning and growth opportunities to successfully deliver on expectations.

Leading Self Leading Teams Leading Change

(All employees) (TL, Heads, Managers & Senior Managers) (Directors, Senior Directors & Executives)
Develops Self Identifies skill gaps Creates a learning culture
• Takes initiative in developing self and participates • Assesses current skills and identifies areas of • Ensures the resources required to support
in appropriate learning activities that help fulfill strength and development to enhance team development efforts are secured; ensures
learning needs. performance. development opportunities are available;
structures work environment and processes to
Applies knowledge/skills acquired Promotes feedback for peak performance foster learning.
• Puts new knowledge, understanding, or skill to • Provides and seeks constructive feedback and
practical use on the job; building on the learning guidance on regular basis to maximize own, Manages Talent
through trial and error. individual and team performance. • Initiates/supports development strategies such as
succession plans and career pathways to build
Seeks Feedback Builds competence future leaders and grow the organizational talent
• Proactively seeks feedback to identify areas of • Develops competence in others and builds pipeline.
development; accepting it with openness and successors by offering support, on the job learning
leveraging on it to build on skills, knowledge and and mentoring; encourages and supports team to
behavior. sign up for development opportunities offered by
the organization.

Celebrates Growth
• Advocates for learning and celebrates employee
growth and development.

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 Take Ownership
Assumes ownership and accountability of own actions and results at all times.

Leading Self Leading Teams Leading Change

(All employees) (TL, Heads, Managers & Senior Managers) (Directors, Senior Directors & Executives)
Takes initiative Sets Direction Sets organization strategy and objectives
• Takes action based on self direction and follows • Identifies actions, resources, and steps to achieve • Identifies the strategic direction and sets short
up as necessary. goals for self and others; manages activities to and long-term objectives, ensuring the availability
achieve these goals. of resources, and adjusting priorities as needed.

Drives for results Establishes commitment guidelines Drives organizational accountability

• Delivers on goals, completes tasks and meets • Establishes mutual agreement on follow up • Holds individuals and teams responsible for
deadliness in a timely and responsible manner. process, actively seeks progress updates, implementing set projects/initiatives with clarity
highlights missed deadlines/commitments and on role and success metrics; ensuring disciplinary
supports in establishing the way forward. actions are carried out when/if necessary.
Follows through on set guidelines Delegates
• Acts in compliance with set guidelines, policies, • Assigns projects/tasks to others based on their
processes and quality standards set forth by skills and workload; setting clear expectations,
management. deadlines and ownership.

Assumes responsibility of team setbacks

• Creates an environment of trust that allows others
to speak up when things go against plan, assuming
the shortfalls of the team and working towards a
solution to achieve optimal performance.