🎯 Ops Leadership Framework

💬 Communication

Communicates in a professional and Dummy Co style way to squad and peers.
Communicates trade-offs between COps preferences and achieving goals or ensuring optimal customer experience.
Shares ideas/best practice with similar teams.
Strong relationships and understanding of decision making remits across different Ops and company teams.

🧑‍🎓 Conduct

Develops a strong understanding and culture of risk and applies relevant procedures appropriately within COps and Ops.
Is able to emanate Dummy Co’s culture in their approach to work.

🤝 Teamwork

Develops and shares best practices and repeatable processes for developing high performing squads.
Ability to take on low performing squad and turn them around.
Creates supportive and inspiring squad culture. Leads by example.
Is a role model for giving/receiving feedback effectively.
Encourages others within their team to be proactive with feedback.
Teaches the importance of having this type of culture.

💥 Impact

Owns performance of squad, handles performance and conduct issues.
Supports development of new Captains.
Helps team set and achieve their own ambitious goals linked to company goals.
Contributes to building and implementing processes that deliver optimal customer experience and employee well-being.

🧠 Knowledge

Go to expert within COps and Ops.
Provides insight to Ops leadership.
Develops and shares best practices and repeatable processes for developing high performing squads.

💬 Communication

Communicates in a professional and Dummy Co style way to company (presenting or online) on issues regarding their team.
Shares ideas/best practice with similar teams.
Helps to build relationships outside of their team.

🧑‍🎓 Conduct

Creates a strong risk culture with the people around them through behaviour and approach.
Ensures reportees are trained up on risk & compliance as relevant to their role.
Promptly and effectively deals with unforeseen risks as they arise
Is able to emanate Dummy Co’s culture in their approach to work.

🤝 Teamwork

Creates high performance expectations with managers they lead.
Can build new teams from scratch.
Finds a way so even challenging individuals can work well in a team environment.
Ensuring that the processes designed are adhered to.
Feedback on processes to make sure they’re as efficient as possible.
Evidence or feedback exists to prove working with this leader is a positive experience due to their ‘team player’ attitude and behaviours.
Is a role model for giving/receiving feedback effectively.
Encourages others within their team to be proactive with feedback.
Teaches the importance of having this type of culture.

💥 Impact

Owns problems, generates solutions and leads implementation. Begins to self-identify problems that need solving. Accurately scopes out length and difficulty of tasks and projects. Experience to challenge proposed solutions.
Comfortable changing direction quickly where required.
Helps team set their own ambitious goals linked to company goals. Delegates appropriately to make sure team can unblock themselves.
Effectively navigates challenging trade-offs between achieving goals and ensuring optimal customer experience.

🧠 Knowledge

Go to expert within company, e.g. invited to give opinion at C Suite meetings.
Identifies existing scaling problems and leads implementation of solutions.
Evaluates scaling solutions during & if applicable after.

💬 Communication

Communicates their area’s role within the larger mission of the company.
Effectively communicates company vision, short and long term goals to team.
Communicates to those high up to advocate for team.
Empowers and unblocks team to grow their network at Dummy Co and beyond.
Suggests new partnerships and facilitates relationship building with other groups and group leads.

🧑‍🎓 Conduct

Creates a strong risk culture in their team through behaviour and approach.
Educates the team on the importance of making the right trade-offs and how to do this effectively.
Leverages teams to source sophisticated and creative analysis and recommends remediating action
Responds to complex issues devising smart strategies for the mitigation of risk
Is able to emanate Dummy Co’s culture in their approach to work.
Demonstrates their ability to be transparent.
Encourages people around them to represent Dummy Co’s culture.

🤝 Teamwork

Building track-record for high-performance teams under your direction.
Can demonstrate the ability to deal with low-performance.
Can design practices, processes, and procedures which allow managing from a distance.
Creates feedback culture.
Regularly shares feedback received with team and their plans to work on it.
Switches between coaching and advisory style approaches to 1:1s with team. Knows when either is appropriate.

💥 Impact

Identifies high-impact or complex problems the company will face down the line, in their domain.
Prioritises most impactful problems to work on with awareness of future risks.
Mature unflappable handling of crises and stressful situations.
Empowers team to identify and own goals, challenging them to aim even higher.
Sets high expectations of outcomes.
Builds teams which can run reasonably autonomously with high-level guidance and intervention.
Starting to course-correct
Coaches leaders to prioritise.
Identifies anything which could impinge on Dummy Co’s ability to deliver world-class customer service.

🧠 Knowledge

Leads area experts within company and can call upon others as needed.
Has depth of knowledge in a particular area and breadth of knowledge across their domain.
Connects with other domain leads to run scaling solutions.
Thinks beyond their domain.
Delegates to people within their team to support speed.

💬 Communication

Communicates beyond Dummy Co regarding their area in settings that they can prepare for with the help of others.
Confident, clear communicator at All Hands etc. Simplifies messages for teams.
Seamlessly partners with other teams and leads to drive Dummy Co business goals forward.
Drives success both within their team and within the organisation across several teams.

🧑‍🎓 Conduct

Creates a strong risk culture across teams they work with through behaviour and approach.
Helps to guide their team to make trade-offs between speed and risk, with help from C Suite.
Participates in risk management and mitigation at the highest industry level
Leads by example and proves their area is managing risk and compliance within appetite.
Gets involved in and identifies opportunities for team to participate in advisory, strategic, industry bodies to learn and share best practice in their area of business
Consistently shows Dummy Co’s culture in their working style and approach.
Is always transparent and open in their leadership.
Challenges people around them to represent Dummy Co culture, while remaining approachable.
Foresees culture issues as company grows and puts plans in place to mitigate them.

🤝 Teamwork

Creates high performance environment within an area and has experience dealing with low-performance.
Ensures that teams are moving quickly enough to meet the outlined goals.
Makes data-driven decision with regards to hiring for roles in their teams to ensure that their squad remain high-performing.
Know when to step back to build capability rather than directly driving initiatives.
Has the ability to give skilled feedback that has accelerated the development of reports.
Provides valuable feedback both to reports and up to own manager/lead to support their development and to support high performance and self awareness in the team.
Is a trusted adviser to own manager/lead.

💥 Impact

Anticipates near-term problems and delegates ownership appropriately.
Retains accountability until problem fully resolved.
You bring major crises under control in days where others might take weeks.
Identifies both visible and less obvious problems across domains/for the org e.g - potential opportunity losses if we don’t do something and a competitor does - and prioritises accordingly.
Presents vision to encourage setting of ambitious goals and helps direct execution.
Unblocks problems of any size for their teams.
Will consistently course-correct a team heading off the rails.
Embeds the customer-focused culture within the team.
Remains accountable for the blockers identified within the team that hinder our ability to help customers.
Analyses where team can add the most value by combining customer focus with positive business results.

🧠 Knowledge

Leads multiple domains.
Go to expert within industry, designing solutions that go beyond industry best practice and starting from first-principles.
Wide understanding of scaling implications in the org (investment, risk).
Leads multiple initiatives with scaling lens.
Provides scaling predictions and plans to C Suite.

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