Develops Winning Strategies

Takes a broad perspective and clearly links strategies to plans and objectives. Demonstrates a strong knowledge of external competitor activity and market trends. Understands the key business drivers; uses financial and other business or commercial information to identify business opportunities.
High Performance Behaviors: Translates and interprets AXP business strategies to clarify direction for self and/or team and to gauge impact on current plans Provides valuable input which influences the shape and direction of the teams strategy Aligns longer term plans with team strategy for maximum return on investment Develops and maintains awareness of Blue Box structure, key business drivers and organizational culture Actively seeks to understand the competition and how they differentiate themselves from AXP Identifies and understands trends and activities in the external market / industry and the impact on AXP Keeps up to date with legal, technological and economic issues relevant to business success Interprets financial information to identify profitability drivers and other factors impacting business performance Poor Performance Behaviors: Fails to translate AXP strategy and vision; misses implications or sees only parts of the whole Does not contribute to or help shape the development of the teams strategy Misses opportunity to align longer term plans with team strategy Lack of understanding of organizational dynamics causes missed opportunities or stalls progress Fails to keep up to date with competitor activities Does not seek external market or industry trend information Lacks awareness of legal, technological and economic issues which impact the function in which one operates Lacks understanding of how different financial factors impact the business performance; fails to demonstrate comprehension of business basics

Drives Results
Takes personal accountability for achieving individual and shared goals. Sets robust plans well in advance and initiates action to move projects forward. Adjusts actions to respond and capitalize on changing circumstances. Manages time effectively, monitoring performance against deadlines and milestones. High Performance Behaviors: Sets clear objectives, defining metrics and key milestones to plan and organize work Prepares well in advance to maximize resource and time Continually looks for contingency options and proactively adapts plans and priorities Manages multiple tasks effectively progresses work in parallel Tracks progress of work and initiates actions when projects are stalling Takes the initiative to create clarity when changing circumstances cause ambiguity Knows when to escalate decisions and when to make on-the-spot decisions Handles problems and acts on own initiative without being prompted Poor Performance Behaviors: Sets unclear and confusing objectives, responsibilities and parameters for work Is not prepared or organized in advance Fails to ensure a back-up plan and does not adapt to changing demands Allows tasks to drop or remain undone putting work at risk Allows priority work to stall; does not make decisions on own Overloads self/others in failing to clarify ambiguity Incorrectly assesses what to take up for decisionmaking Continually seeks guidance; fails to initiate actions

Focuses on the Customer and Client

Proactively anticipates customer needs and identifies their specific requirements. Promotes AXP products and seeks opportunities to improve existing business. Ensures premium value is delivered. Ensures the customer experience is positive and effective to enhance the American Express brand. High Performance Behaviors: Talks to customers/clients and looks at decisions and actions from a customer/client point of view Anticipates changing customer needs and seeks to create value for the customer Drives the best match between AXP products and services and customer/client requirements Provides flexible solutions- balances existing offerings with new solutions tailored to the customer Provides tailored consultative service to customers- probing for understanding and providing advice Manages deep on-going relationships with current and potential customers/clients - develops a connection built on trust Responds quickly to customer/client requests and needs as a priority Seeks out and acts on both internal and external customer/client feedback Poor Performance Behaviors: Looks at decisions and actions from own perspective rather than considering the customers/clients point of view Frequently misses customer needs critical to creating value for the customer Treats AXP solutions and customer/client requirements separately

Is inflexible in providing solutions to customers and clients

Fails to advise customers/clients in a consultative manner Manages short term relationships with customers and does not see the benefit of developing an ongoing relationship Responds slowly or ignores customer/client requests/needs Does not seek out and act on customer/client feedback

Drives Innovation and Change

Carries out systematic and rational analysis to identify the root cause of problems. Is prepared to challenge the status quo and drive innovation. Makes informed judgments. Generates creative ideas/solutions. Knows when to adopt existing ideas and when to invent. High Performance Behaviors: Analyzes complex information and identifies the most relevant details Assesses information from different angles and various sources to discover the root cause of the issue Uses breakthrough thinking to generate insights, alternatives and opportunities for business successes Uses an appropriate balance of intuition and facts to make good judgements Takes reasonable risks to innovate Challenges the status quo, questions current approaches Seeks continuous improvement by considering solutions that make novel use of existing ideas, approaches, technologies or products Identifies a number of ways to do things differently that will continuously improve the business Poor Performance Behavior: Has difficulty analyzing complex issues; gets lost on irrelevant details Takes a narrow view of issues; only looks at issues from one angle and a few sources; does not seek to find the root cause of issues Fails to generate insights or offer opportunities for business success Recommendations are not thought through or are based on incomplete analysis Misses opportunities rather than taking risks; is overly cautious Constrained by the way its always been done; does not challenge the status quo Avoids different ways of doing things; sticks to tried and tested methods and approaches; resists change even when the situation clearly calls for it Uses the same method throughout and avoids different ways of doing things

Builds and Leverages Relationships

Coordinates efforts/resources within and across teams to deliver goals. Recognizes the importance of teamwork to achieve objectives; brings in ideas, information, suggestions and expertise from others outside the immediate team. Builds strong team relationships within and across teams. High Performance Behaviors: Shares critical expertise and knowledge to support team Poor Performance Behaviors: Encourages a climate where knowledge is seen as power and is withheld

Learns from others and leverages best practices

Uses networks inside and outside the business to provide support in delivering goals Involves the right people to ensure the best decisions are made in a timely manner Proactively supports colleagues and collaborates with them to help achieve targets Actively seeks input from others- encourages and listens to different viewpoints and perspectives Creates a positive team environment through cooperation Proactively helps people understand their role in projects or groups

Misses opportunities to learn from others or from best practices

Does not sustain effective networks and therefore misses opportunities for support from internal or external relationships Makes decisions alone rather than involving appropriate people Does not collaborate with team members to progress work Makes no effort to accept different viewpoints and backgrounds - fails to take the views of others into account Does not work well in teams; prioritizes own agenda

Does not help others understand their roles/ responsibilities

Communicates Effectively
Communicates openly and confidently. Influences, and convinces others in a way that results in acceptance and agreement. Shapes conversations to ensure focus and understanding. Speaks frankly, debates at the table, not afterwards; engages in constructive confrontation. Is a supportive listener. High Performance Behaviors: Is clear when explaining ideas and concepts to others, communication is structured and easy to understand Is compelling and has impact, creates a credible impression Adapts communication style, content and medium to suit the audience Uses persuasion to gain agreement Speaks up and shares views Talks openly and honestly; says it as it is Actively listens and incorporates input from others Ensures shared understanding and addresses misunderstandings Poor Performance Behaviors: Is unclear or ambiguous when explaining ideas and concepts to others; communication is difficult to understand Is hesitant; lacks impact and loses credibility

Uses the same communication style for all audiences

Rarely gains agreement; does not persuade or influence others Waits until it is too late to speak up; doesnt say what is on their mind

Avoids voicing contrary opinions

Pretends to listen to others but does nothing to incorporate their input; is not accessible for others Causes misunderstandings and confusion; does not check others understanding of a situation

Builds Diverse Talent

Creates a high commitment work environment where people are motivated and encouraged to achieve through empowerment and development. Takes accountability for building a team with diverse leadership and technical skills. Strengthens American Express reputation as an employer of choice. High Performance Behaviors: Partners with employees to create development plans aligned with goals and future career aspirations Diagnoses the strengths and development opportunities within the team and uses the right leadership style for the situation Praises, rewards and recognizes high performance Effectively confronts and resolves difficult people issues affecting individual and team performance Provides timely, clear and actionable performance feedback Poor Performance Behaviors: Does not identify development opportunities for others; fails to implement development plans Misdiagnoses team development and uses limited and inappropriate leadership styles Misses opportunities to praise, reward and recognize high performance Allows poor performers sanctuary in the organization Misses opportunities and/or waits too long to provide useful feedback Recruits people irrespective of their likely potential; misses opportunities to retain talented staff Allows the mood and workload of the team to go unnoticed Fails to make time to speak to reports and/or colleagues

Effectively uses recruitment & retention techniques to create a diverse, high performing team for now and the future
Keeps team motivated; monitors workload, morale and satisfaction to drive high performance Makes time to speak to reports and colleagues; is accessible

Demonstrates Personal Excellence

Acts with integrity. Shows energy and resilience. Maintains commitment and remains positive in the face of setbacks and obstacles. Keeps difficulties in perspective and remains positive. Understands own strengths and limitations and is focused on self-development. Is authentic, approachable, open and honest. High Performance Behaviors: Speaks from an informed opinion Poor Performance Behaviors: Information lacks integrity; cannot always be believed Loses focus and becomes negative in changing circumstances; allows performance to decline and finds it difficult to cope

Shows personal determination and resilience; is optimistic in changing circumstances Treats others with respect at all times; is fair and objective Continually seeks and learns from feedback Has a realistic understanding of own strengths and development areas Stays calm under pressure Understands impact of own behavior and others; adapts to changing circumstances Builds trust in others; is reliable and consistent

Breaks promises; is inconsistent; fails to show respect for others

Becomes de-motivated or defensive when presented with feedback Demonstrates limited awareness of own capabilities; has no plan to address weaknesses or leverage own strengths Becomes anxious and stressed under pressure Allows feelings and emotions to negatively affect productivity Lacks consistency and reliability when dealing with others