Employee Engagement Omni Channel
Resume:
Review for Dagne Bekele
Employee Manager Position Review Archive By Period
Dagne Bekele Meseret Mekonnen Manager-Internet, Mobile & Agent Banking Division
**/*/**** **/*/2023 - 30/7/2023
CORE COMPETENCIES
Continuous Learning 3
Customer Focus 4
Integrity and Trust 4
Perseverance 4
Teamwork 4
MANAGEMENT 118.8
Building Teams 4
Decision Quality 4
Drive for Results 3
Planning 3
Priority Setting 4
TECHNICAL COMPETENCIES: Internet, Mobile & Agent Banking Officer 99 Alternative channels 3
Industry & Product Knowledge 3
IT Infrastructure/Platform Landscape Management (ITIL) 3 ADDITIONAL COMPETENCIES: Organizing / Planning 115.5 Organizing 3
Planning 4
INDIVIDUAL PERFORMANCE MEASURE 123.8
Financial-Cost savings 3
Customer-Customer complaints rate 4
Learning & Growth-Individual Development Plan 4
Internal Process-% improvement of Delivery Time Standard 4 SHARED DEP/DIST
SHARED OFFICE 110
Financial-Adherence to Projects Budget 3
Customer-Customer satisfaction score 4
Customer-Digital Product Growth 3
Internal Process-System availability [Digital channel up time] 4 Internal Process-% of OMNI Channel project Completion 3 Page 1 of 18
Learning & Growth-Employee engagement index 3
Summary Comments -
Overall Score 113.9
Page 2 of 18
CORE COMPETENCIES 0%
Continuous Learning Score: 3 Weight:
Actively investigates new perspectives and opportunities, and pursues training and development opportunities. Not Effective Minimally Effective Effective Highly Effective Exceptional Effective :
Actively investigates new perspectives and opportunities, and pursues training and development opportunities. Completes training required and applies key learning. Meets the job's required standard. Recognizes areas needing improvement and works to increase skills. Comments
As it's well known that the digital environment needs an IT background thus IT certification, as well as regular relevant IT Education, may help me to improve my carrier if I got the chance.
Dagne Bekele
Customer Focus Score: 4 Weight:
Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect. Not Effective Minimally Effective Effective Highly Effective Exceptional Highly Effective:
Builds solid relationships with customers. Includes the customer's perspective in group projects and meetings. Has a solid knowledge of customers and what they need. Anticipates the future needs of the customer. Finds out how customer service can be improved. Consistently seeks and tests new ideas from customers. Integrity and
Trust
Score: 4 Weight:
Widely trusted and seen as a direct, truthful individual. Able to present the truth in an appropriate and helpful manner. Keep confidences and does not misrepresent for personal gain.
Not Effective Minimally Effective Effective Highly Effective Exceptional Highly Effective:
Is seen as a direct, truthful individual. Applies his/her values when faced with challenges. Values trust and honesty. Trusted with confidences. Presents information truthfully, respecting individuals and groups.
Page 3 of 18
Section Score -
Perseverance Score: 4 Weight:
Uses a variety of ways to get things done. Seeks new ways to solve problems even when the first way isn't effective. Not Effective Minimally Effective Effective Highly Effective Exceptional Highly Effective:
Pursues everything with energy, drive, and a need to finish. Seldom gives up before finishing, even in the face of resistance or setbacks. Teamwork Score: 4 Weight:
Works with and helps others to accomplish goals.
Not Effective Minimally Effective Effective Highly Effective Exceptional Highly Effective:
Strong team player who works well with others. Demonstrates skills in resolving conflicts, fostering integrity and trust, and listening to others. Is open to feedback from others. Is candid and direct while respecting others. Shares resources with others. MANAGEMENT 0%
Building Teams Score: 4 Weight:
Builds teams within the organization. Values varied skill sets and makes each team member feel appreciated. Sets goals for the team and delegates responsibility.
Not Effective Minimally Effective Effective Highly Effective Exceptional Highly Effective:
Builds good, cohesive teams. Makes individuals feel good about their work. A positive influence on team morale. Promotes cooperation and synergy. Has confidence in abilities and helps team members pull together and do their best. Open to team members' ideas. Finds creative ways to engage teams and build rapport. Page 4 of 18
Section Score 118.8
Decision Quality Score: 4 Weight:
Makes decisions based upon a mixture of analysis, wisdom, experience and judgment. Not Effective Minimally Effective Effective Highly Effective Exceptional Highly Effective:
Very good decision maker, others frequently seek out his/her opinion. Seeks input from others when making a decision. Consistent in approach to decision making. Methodical when addressing the situation and makes decisions based on an accurate and complete analysis of information, known data, and politics. Sometimes leads eEorts when making important decisions.
Drive for
Results
Score: 3 Weight:
Pursues goals with energy, drive, and a need to finish. Does not give up, faces resistance or setbacks well; pushes self and others for results. Not Effective Minimally Effective Effective Highly Effective Exceptional Effective :
Meets expectations and completes tasks according to plan. Results-driven. Provides the objectives, resources and motivation needed to achieve quality results. Stays on a focused, efficient path for achieving results. Meets deadlines, hits milestones. Planning Score: 3 Weight:
Refers to the ability to accurately scope out the length and diEiculty of tasks and projects, set objectives and goals and break down work into the process steps necessary to get things done.
Not Effective Minimally Effective Effective Highly Effective Exceptional Effective :
Able to accurately scope out the length and diEiculty of tasks and projects, sets measurable objectives and goals and breaks down work into the process steps necessary to get things done. Develops schedules and timelines.
Priority Setting Score: 4 Weight:
Plans and organizes work activities. Knows what will help or hinder accomplishing a goal. Not Effective Minimally Effective Effective Highly Effective Exceptional Highly Effective:
Good at setting priorities. Able to put the trivial aside. Able to organize schedules to direct self and others towards common goals. Recognizes what needs to be done in order of importance. Direct efforts towards organizational priorities. Page 5 of 18
TECHNICAL COMPETENCIES: Internet, Mobile & Agent Banking Officer Section Score 99
0%
Alternative channels Score: 3 Weight:
Knowledge and application of the technologies, services and workflows of various alternative banking channels including Internet banking, mobile banking and mobile money operation.
Not Effective Minimally Effective Effective Highly Effective Exceptional Effective : Satisfactorily meets job requirements. Industry & Product
Knowledge
Score: 3 Weight:
Familiar with and thoroughly understands the bankʼs Products & Services; demonstrates on-going knowledge of financial industry operations and trends, competitive products and solutions
Not Effective Minimally Effective Effective Highly Effective Exceptional Effective : Satisfactorily meets job requirements. IT Infrastructure/Platform Landscape Management
(ITIL)
Score: 3 Weight:
Understands the globally recognized collection of best practices for information technology (IT) service management; aligns the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers Not Effective Minimally Effective Effective Highly Effective Exceptional Effective : Satisfactorily meets job requirements. Comments
as I tried to include in the training need request and submit to HR, sharing Industry experience locally and globally may value add to my current position and makes the bank benefited and myself as well. Dagne Bekele
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ADDITIONAL COMPETENCIES: Organizing / Planning
Section Score 115.5
0%
Organizing Score: 3 Weight:
Able to use resources (people, funding, material, support) to get things done. Able to orchestrate multiple activities at once to accomplish a goal. Uses resources effectively and efficiently. Arranges information and files in a useful manner. Not Effective Minimally Effective Effective Highly Effective Exceptional Effective :
Able to use resources (people, funding, material, support) to get things done. Able to orchestrate multiple activities at once to accomplish a goal. Uses resources eEectively and efficiently. Arranges information and files in a useful manner, so that information can be retrieved on demand. Planning Score: 4 Weight:
PERCENT COMPLETE STATUS
In Progress
STARTED
1/7/2022
DUE
30/6/2022
ALIGNED TO
Employee productivity
Refers to the ability to accurately scope out the length and diEiculty of tasks and projects, set objectives and goals and break down work into the process steps necessary to get things done.
Not Effective Minimally Effective Effective Highly Effective Exceptional Highly Effective:
Plans and organizes projects for himself/herself, and sometimes for the organization. Establishes timelines and milestones. Delegates and/or leads as appropriate. Anticipates obstacles and has contingency plans to overcome challenges. Measurements
Cascade the Annual KPI to Quarter and Months
Cascade the Annual KPI to Quarter and Months and Report as per the BSC Per month up to/on 3 days after the end of each 0%
INDIVIDUAL PERFORMANCE MEASURE 20%
Establish and agree upon goals in this section. You can learn more about goal-setting by viewing the Effective Goal Setting PDF. For help on how to add measurements, click the links below: How to add a measurement to track your progress
Page 7 of 18
Financial-Cost savings Score: 3 Weight: 25%
PERCENT COMPLETE STATUS
Ahead of Target
STARTED
1/7/2022
DUE
30/6/2023
COMPLETED ON
30/6/2023
ALIGNED TO
Profit before tax
This is to capture and track the estimate amount of money saved by Process improvements, eliminating unnecessary dependence, automating processes and eliminating manual effort internally by the Division and to create base line for 2022-2023 Not Effective Minimally Effective Effective Highly Effective Exceptional Effective : Satisfactorily meets job requirements. Measurements
Cost savings
Data has been tracked until Dec 2022 and Set Target 1. Reduce telephone costs worth less than ETB 6,910.57 until June 30, 2023. 2. Provide awareness on cost saving in collaboration with staff by including morning sessions; 3. Develop in house communication Platform to reduce telephone and paper costs. TASKS
Comments
1. Telephone costs have been reduced to 6,680.81 which is net 229.76 until June 30, 2023. 2. Awareness has been provided on Cost saving in collaboration with the team by including in the morning session; 3. An house communication Platform to reduce telephone and paper costs have prepared and shared i.e Dispute Management sheet with Payment Division, a List of agent Outstanding sheets with Agent banking Division and User Management Follow up within division sheets are; 95%
Reduce existing telephone cost worth less than ETB 6,910.57 Provide awarness on cost saving
Develop in house communication Platform to reduce telephone and paper costs Dagne Bekele
Page 8 of 18
Customer-Customer complaints
rate
Score: 4 Weight: 25%
PERCENT COMPLETE STATUS
Completed
STARTED
1/7/2022
DUE
30/6/2023
COMPLETED ON
30/6/2023
ALIGNED TO
Customer Satisfaction Score
100% Complain Resolution
Not Effective Minimally Effective Effective Highly Effective Exceptional Highly Effective: Clearly exceeds job requirements. Measurements
Customer complaints rate
100% Complain Resolution
TASKS
Comments
Almost all of the requested complaints were resolved except a few seasonal complaints as listed here on a daily basis and Some compliant regarding Mobile banking service limitations and performance sluggishness issues. 100%
100% Complain Resolution for Customer complaints
Dagne Bekele
Page 9 of 18
Learning & Growth-Individual Development
Plan
Score: 4 Weight: 25%
PERCENT COMPLETE STATUS
Ahead of Target
STARTED
1/7/2022
DUE
30/6/2023
ALIGNED TO
Employee engagement
index
Not Effective Minimally Effective Effective Highly Effective Exceptional Highly Effective: Clearly exceeds job requirements. Measurements
Individual Development Plan
Annual Individual Development Plan
TASKS
Comments
Individual development have scored 101.13 as follows 1: OMNI Channel Management 25 % out of 25%
2: Digital transformation 25 % out of 25%
3, throughout the year, I engaged in 46 morning sessions. Which is 26.13% out of 25% 4: Superior Customer Experience.
100%
Goal 1:OMNI Channel Management
Goal 2: Digital transformation
Goal 3: Conduct 44 Morning Sessions on a weekly basis Goal 4: Superior Customer Experience
Dagne Bekele
Page 10 of 18
Section Score 123.8
Internal Process-% improvement of Delivery Time
Standard
Score: 4 Weight: 25%
PERCENT COMPLETE STATUS
Behind Target
STARTED
1/7/2022
DUE
30/6/2023
ALIGNED TO
Employee productivity
Improvement of existing Delivery Time Standard by 5% Not Effective Minimally Effective Effective Highly Effective Exceptional Highly Effective: Clearly exceeds job requirements. Measurements
Improvement of existing Delivery Time Standard by 5% Improvement of existing Delivery Time Standard by 5% TASKS
Comments
We responded to 12,199 customer requests within 1.054.92 minutes during entire the half-fiscal year, which is an average of 0.086 minutes per activity and accomplished 99%. on another hand, the cause of the declining number of recorded activities was Previously (Jul-Dec )each activity was recorded by each engaged Maker checker separately, however, to minimize the workload from starting Jan-June a single customer request is registered jointly, and counted as a single activity. please refer our daily follow-up Google form.( https://docs.google.com/spreadsheets/d/1vLS7qWQq_-wF90Ua-wP36yGbRaXRoKdrOR6dAGVTITI/edit?ouid=112233...
)
100%
As per tracked data From July 01-Dec, 31,2023 average delivery standards are 12,718 (activities)/ 1,140 Minutes =0.0896 minutes per act ivity so till June 30, 2023, we should Improve this Delivery Time Standard by 5%(8.55 minutes) Dagne Bekele
SHARED DEP/DIST 30%
SHARED OFFICE 50%
Page 11 of 18
Financial-Adherence to Projects
Budget
Score: 3 Weight: 16.7%
PERCENT COMPLETE STATUS
Behind Target
STARTED
1/7/2022
DUE
30/6/2023
COMPLETED ON
30/6/2023
ALIGNED TO
Profit before tax
100% Adherence
Not Effective Minimally Effective Effective Highly Effective Exceptional Effective : Satisfactorily meets job requirements. Measurements
Financial-Adherence to Projects Budget
100% Adherence
Comments
the project is being extended out of the budget year and needs further analysis but is Adhered to, and ongoing within the allocated Budget scope.
90%
Dagne Bekele
Page 12 of 18
Customer-Customer satisfaction
score
Score: 4 Weight: 16.7%
PERCENT COMPLETE STATUS
Ahead of Target
STARTED
1/7/2022
DUE
30/6/2023
COMPLETED ON
30/6/2023
ALIGNED TO
Customer Satisfaction Score
This measures customers satisfaction score for staEs under his/her supervision and to creates a baseline upon which the July 2022-June 2023. Because customers are our lifeblood.
Not Effective Minimally Effective Effective Highly Effective Exceptional Highly Effective: Clearly exceeds job requirements. Measurements
Customer-Customer satisfaction score
score above 75%
Comments
Scored 105.87%% as per Marketing and research directorate assessment . customersatisfactionsurveyresult202223fy.zip
100%
Dagne Bekele
Page 13 of 18
Customer-Digital Product
Growth
Score: 3 Weight: 16.7%
PERCENT COMPLETE STATUS
Behind Target
STARTED
1/7/2022
DUE
30/6/2023
COMPLETED ON
30/6/2023
ALIGNED TO
Customer Satisfaction Score
Number Digital Product
Not Effective Minimally Effective Effective Highly Effective Exceptional Effective : Satisfactorily meets job requirements. Measurements
Digital Product Growth
100% completion
TASKS
Comments
Digital Banking growth performed with aggregated (72.56%); 1: Number of Mobile banking users[920,770] and completed 22.64 % out of 33.33.%; 2: Number of Internet Users[361,624 ] and completed 44.92% out of 33.33%; 3: Number of Agents[308] and completed 5% out of 33.33%. 70%
Goal 1: Number of Mobile banking users[1,355,725]
Goal 2: Number of Internet Users[268,300] and achieved by completing 361,624 which is 134% Goal 3: Numer of Agents[5,815]
Dagne Bekele
Page 14 of 18
Internal Process-System availability [Digital channel up time]
Score: 4 Weight: 16.7%
PERCENT COMPLETE STATUS
Completed
STARTED
1/7/2022
DUE
30/6/2023
COMPLETED ON
30/6/2023
ALIGNED TO
Employee productivity
99% Service availability
Not Effective Minimally Effective Effective Highly Effective Exceptional Highly Effective: Clearly exceeds job requirements. Measurements
System availability [Digital channel up time]
99 % availability
TASKS
Comments
As tried noted here while the issue occurred, and except a slugshing of mobile banking performance the system availability was good and met 99% completion.
100%
Regularly checking for problems and collaborating with the technical team to resolve Dagne Bekele
Page 15 of 18
Internal Process-% of OMNI Channel project
Completion
Score: 3 Weight: 16.7%
PERCENT COMPLETE STATUS
In Progress
STARTED
1/7/2023
DUE
30/6/2023
ALIGNED TO
Employee productivity
100% project Completion and sign off as per the contract Not Effective Minimally Effective Effective Highly Effective Exceptional Effective : Satisfactorily meets job requirements. Measurements
% of OMNI Channel project Completion
% of OMNI Channel project Completion
80%
Page 16 of 18
Section Score 110
Learning & Growth-Employee engagement
index
Score: 3 Weight: 16.7%
PERCENT COMPLETE STATUS
Behind Target
STARTED
1/7/2022
DUE
31/12/2022
COMPLETED ON
30/6/2023
ALIGNED TO
Employee engagement
index
This measure creates a baseline upon which the July 2022-June 2023 will be based.It is important to measure employee motivation, experience, satisfaction and commitment to our Bank for the dep't . Not Effective Minimally Effective Effective Highly Effective Exceptional Effective : Satisfactorily meets job requirements. Measurements
Employee Engagement Index as of June 2023
TASKS
Comments
we have recorded 24,987 daily activities entire the fiscal year.. https://docs.google.com/spreadsheets/d/1vLS7qWQq_-wF90Ua-wP36yGbRaXRoKdrOR6dAGVTITI/edit#gid=5536808... According to a survey and communicated by the HR Business Partnering section 98% of the target has been achieved. Employee_Engagement_Survey-2__cmprsd_.pdf
95%
Baseline - as of December 2022
Target - as of June 2023
Dagne Bekele
Dagne Bekele
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113.9
Overall Score
Final Score
Signatures
Employee Signature Date
I have reviewed this document and discussed the contents with my manager. My signature means that I have been advised of my performance assessment. My signature does not necessarily imply that I agree with the evaluation. Manager Signature Date
Page 18 of 18
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