GLOBE LEADERSHIP MODEL Leadership model elements Behavioral sub-elements Sr.

Advisors Advisor Initiates to involve customer (internal and external), co-worker, and team members to constructively identify opportunities to improve customer experience. Managers Uses customer, co-worker, and team members' views/opinions/feedback to identify opportunities to improve customer (internal and external) experience Sr. Specialists Consistently seeks customers (internal and external), co-workers, and team members' views/opinions to proactively respond to customer service issues and/or needs Anticipates customer (internal and external) requirements / expectations, and provides recommendations to improve Globe's understanding of customers; Speciaists Seeks customers (internal and external), co-workers, and team members' views/opinions to respond to customer service issues and/or needs Determines basic customer (internal and external) requirements / expectations, and provides recommendations to improve Globe's understanding of customers;

Commitment to putting customers first

Drives teams to proactively and creatively seek customer (internal and external) feedback to identify improvement opportunities

Understanding of customer requirements and expectations Customer orientation Delivering an end-to-end customer experience

Anticipates significant changes in customer (internal and external) needs and adapts Globe's systems and processes to match them

Develops systems and processes to improve Globe's understanding Provides insights and implements changes to improve Globe's of its internal and external customers (internal and external), including understanding of its internal and external customers (internal and underlying and unexpressed needs external). Provides ideas to adjust product and service offerings to enhance customer (internal and external) experience

Shares a vision of and drives major improvements to expand product Reinforces ideas to improve product and service offerings to and service offerings to enhance customer (internal and external) continuously enhance customer (internal and external) experience experience

Actively collaborates with others to improve or develop an end-to-end Delivers superior end-to-end customer (internal and external) customer (internal and external) experience experience

Building customer relationships

Determines approaches, makes appropriate decisions, and drives Takes steps, resolves concerns, and implements ways to deepens Takes steps and resolves concerns to add value to internal and/or team to implement ways to deepen customer (internal and external) customer (internal and external) relationships to create and add value external customer relationships within and outside area of relationships to create and add value to them to them responsibility

Takes steps and resolves concerns to add value to internal and/or external customer relationships within own area of responsibility

Takes steps and resolves concerns to add value to internal and/or external customer relationships within own area of responsibility

Role modeling

Extensively communicates, acts on, and reacts to situations according to Globe's values and leadership behaviors, which influences others to act and react the same way

Articulates, acts on, and reacts to situations according to Globe's values and leadership behaviors, which influences others to act and react the same way

Acts on and reacts to situations according to Globe's values and leadership behaviors, which influences others to act and react the same way

Acts on and reacts to situations according to Globe's values and leadership behaviors, which influences others to act and react the same way

Acts on and reacts to situations according to Globe's values and leadership behaviors.

Champions development initiatives. Development of people and future leaders

Attends development sessions to develop one's self and displays a Attends development sessions to develop one's self, and displays a constant curiosity for learning; And/or Conducts regular review constant curiousity for learning; encourages co-workers, and team discussions with employees to identify strengths and understand members to develop themselves and others around them. Considers a broad slate of candidates from across the organization in Creates development programs specific to a team or group of talents, development needs. making deployment decisions. and learns from external best practices. Accurately articulates team deliverables ensure teams understand their purpose in the context of Globe's strategy and encourages one mind and spirit across the organization Accurately articulates team deliverables in order to creates a shared sense of purpose and contribution within the working or cross functional teams Accurately articulates individual and team deliverables to efficiently Accurately articulates individual and team deliverables; and/or manage working and cross-functional teams for the delivery of effectively communicates expectations to team members and initiatives. provides guidance to them

Guides and supports employees to further their development

Attends development sessions to develop one's self and displays a constant curiosity for learning.

People Orientation

Building teams with shared purpose

Has a clear understanding of individual and team deliverables and actively works with the team to achieve them.

Communicates clearly from receivers' orientation

Communicates the strategic direction in such a way that employees, at all levels, fully understand their role in achieving agency/state Delivers accurate, clear, and concise messages that inform and goals; engages direct reports regularly about customers so they frequently persuade audiences to take action understand their importance to the agency/state and their potential to contribute

Delivers accurate, clear, and concise messages orally and/or in writing to effectively inform and influence an audience

Delivers accurate, clear, and concise messages orally and/or in writing to effectively inform an audience

Delivers accurate, clear, and concise messages orally and/or in writing to effectively inform an audience

Puts community before self

Actively identifies and drives Globe's internal and external team and/or community initiatives, advocating employee participation.

Drives team and/or community initiatives within and/or outside of Globe, encouraging employee participation.

Actively participates and encourages employee participation in Globe's internal and external team and/or community initiatives.

Actively participates in team and/or community activities within or outside of Globe.

Participates in team and/or community activities within or outside of Globe.

Leadership model elements

Behavioral sub-elements

Sr. Advisors Role models ethical standards for Globe and has solid reputation for honesty and trustworthiness

Advisor Role models ethical standards for Globe and has solid reputation for honesty and trustworthiness

Managers Role models ethical standards for Globe and has solid reputation for honesty and trustworthiness

Sr. Specialists

Speciaists

Has uncompromising integrity

Is honest and trustworthy in his/her dealings.

Is honest and trustworthy in his/her dealings.

Thinks independently from the majority and asserts point of Objectively considers multiple perspectives from stakeholders and view incorporates it in Globe's direction Personal values Humbles self, acknowledges mistakes and bounces back

Considers multiple perspectives from stakeholders and provides new Has the ability to defend or explain his/her own point of view. insights that integrates others' viewpoints Solicits and is open to feedback from subordinates, peers and superiors. Quickly rebounds from setbacks and finds developmental lessons from them. Understands the need for change and pursues steps to face adversity and adapt to the changes Understands, can relate, and can articulate the vision for his/her job and team Surfaces ideas and recommendations for new business opportunities

Respectfully asserts points of view

Shares his/her own point of view with ease.

Continually and actively works to improve self based on feedback as Actively solicits feedback from subordinates, peers and superiors to well as self-awareness. improve self. Quickly rebounds from setbacks and finds developmental lessons from them. Quickly rebounds from setbacks and finds developmental lessons from them. Surfaces and implements strategies to adapt to changes and resistance in environment Defines the vision for his/her job and team and is visibly enthusiastic about the job Develops recommendations for new business opportunities and follows through on implementation

Solicits and graciously accepts feedback from subordinates, peers and superiors.

Graciously accepts feedback from subordinates, peers and superiors.

Courageously faces adversity and quickly adapts to new realities Has passion for his job and for his team Exploration of new opportunities

Communicates compelling need for change to align organization Personally develops a clear vision of what he/she wants to achieve for Globe and displays a tremendous level of drive Envisions opportunities to expand beyond the base business and launches major business expansion initiatives

Understands the need for change and can share it with colleagues. Understands, can relate, and can articulate the vision for his/her job and team Takes initiative to find new solutions to improve overall team and/or customer experience.

Accepts change with ease. Understands the vision for his/her job and team Open to new ways of doing things.

Entrepreneurial Mindset

Decisive owner

Makes speedy and accurate decisions given the information Analyzes information available, makes decisions in a reasonable available, and proactively revisits and adapts them with the dynamic amount of time and adapts decisions made based on changes in the business environment business environment Anticipates and plans for complex and deeper effects of group-level decisions to understand stakeholders' responses Recognizes the complex effects of decisions within Globe and considers the reactions of stakeholders in decision making

Conducts detailed analysis of variables prior to decision making Uses relevant information to make guided and timely decisions and adapts past decisions to changes in the business environment together with the members of the team Recognizes immediate impact of decisions on organization and people within his/her own work area while demonstrating an understanding of stakeholder's reactions Identifies the potential impact of all decisions and actions on others within his/her own work area

Makes sound decisions based on information at hand.

Understanding of decision implications

Takes into consideration the potential impact before making a decision. Delivers commitments on time.

Focuses on delivering results Execution excellence Delivers commitment whatever it takes Keep things simple and others informed

Continuously benchmarks organization performance against industry Continuously benchmarks organization performance against industry and best practice to identify improvements and drive employees to and best practice to foster an outperforming culture improve Anticipates and identifies creative actions to preempt business Anticipates business challenges and develops corrective action to challenges overcome them Ensures decisions are strategic, and translates them into specific and Ensures decisions are in line with strategy, and translates them into detailed action steps specific action steps Fosters a culture of continuous improvement, and establishes supporting capabilities to develop market-changing products and services. Encourages employees to continuously challenge status quo and suggest new ways of doing things.

Delivers and strives to exceed commitments by benchmarking Delivers against commitments and strives to exceed them; performance against best practice that identify improvement needs Recommends and Implements corrective action to overcome business challenges when they occur Develops specific action steps to implement decisions

Recognizes and recommends corrective action to overcome business Recognizes business challenges immediately and surfaces it to the challenges before they occur. team for corrective action. Gives recommendations on decisions; and develops specific action Develops specific action steps to implement tasks steps to implement tasks Provides suggestions on new ways of doing things.

Challenges the convention and initiates new learning

Challenges the status quo by continuously reviewing personal work processes and questioning traditional or established processes to Consistently provides suggestions on new ways of doing things. make improvements Goes beyond surface level system and short-term process improvements Undertakes tasks that are new/different or even risky and analyzes unsuccessful initiatives to guide future efforts Proactively shares materials that may be helpful to other that gives employees the freedom to experiment, and always open to new suggestions and ideas Defines practical and sensible requirements for implementation of ideas Understands his/her role, responsibilities and activities within Globe's strategic context; and crafts aligned work plans and activities Clearly articulates the direction that Globe is headed towards and understands key industry trends Regularly suggests ways to make processes better. Able to make decisions and take accountability of its outcome; Analyzes unsuccessful attempts to guide future efforts Recognizes useful information/knowledge and proactively shares materials that may be helpful to others; Solicits input from customers (internal//external) and other various sources in order to realistically define customer/user requirements

Looks beyond the obvious Innovation Takes risks and learns from mistakes Fosters open communication and freedom to experiment Anchors new ideas on customer needs and translates this into recurring business results Views things from a broad global standpoint Envisions and intuitively grasps the future both of Globe and the industry Inspires the organization to follow the vision

Continuously looks beyond business challenges for opportunities and Continuously looks for radical solutions to address business advocates others to do the same challenges Encourages calculated risks to pursue innovative ideas and analyzes Supports calculated risk-taking by employees to pursue new ideas unsuccessful initiatives to guide future efforts and analyzes unsuccessful initiatives to guide future efforts Establishes mechanisms that foster open sharing of ideas (e.g. Nurtures a culture conducive to experimentation and tolerant to knowledge sharing forums) and provides employees the freedom to failure think out-of-the-box and experiment Makes long term cost and revenue trade-offs in implementing customer-driven ideas Has a deep understanding of global strategic contexts and its impact on or opportunities for Globe, and sponsors aligned work plans and activities Clearly articulates and shapes the direction Globe and the industry is headed towards Develops and personalizes Globe's vision of the future, enabling others to see where they are going and how they fit in Builds organizational capabilities (talents, operating systems, innovation, values) to execute strategy Translates ideas into sensible and excellent customer experience, service or product Understands Globe's strategic position in the domestic and global context, and develops aligned work plans and activities Clearly articulates the direction that Globe is headed towards and identifies key industry trends

Recognizes opportunities improve processes. Able to make decisions and take accountability of its outcome. Shares useful information/knowledge to others; Solicits inputs from customers (internal and external) and relays them to the proper channels in order to address their needs/concerns.

Strategic thinking

Understands his/her role, responsibilities and activities within Globe's Knows and understands Globe's strategies and is able to relate strategic context; and is able to relate his/her role to the his/her role to the organization's vision organization's vision Has a clear understanding of the organization and the industry Can articulate the direction that Globe is headed towards he/she is in. Understands Globe's vision and is able to articulate this in own words; and performs his/her job in a way that supports the vision. Understands and implements how own work and priorities translates into achievement of the team's goals Understands Globe's vision and performs his/her job in a way that supports the vision Knows how his/her own work contributes to the overall vision of the organization

Communicates the vision in a manner that inspires and motivates the Articulates and expounds on the vision of the future to others department/division Identifies and proactively seeks the organizational capabilities (talents, operating systems and processes) required to execute strategy. Clearly articulates organizational capabilities (talents, operating systems and processes) required to execute strategy.

Blends strategy and front line execution