Bringing it all together - Royal Commission

Bringing it all togetherOur Vision | Our Strategy | Our Values

Our People Capabilities | Managing Risk | Productivity

To be the best regional bank by delivering what matters to our customers

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Message from RobIn 2013, Bankwest launched its Vision to be the best regional bank by delivering what matters to our customers.

Our Vision acknowledges Bankwest’s proud heritage and reaffirms our commitment

to making life easier for our customers to save for the future, own their own home, run a business, or live and retire comfortably.

Bankwest is fortunate to have the support of a strong partner in CBA and together we share a belief in the value of our brand and the growth potential of our business.

We’ll achieve our Vision by focussing on four key priorities: Customer Relationships, Productivity, Sustainable Growth and People & Culture. These Strategic Priorities are the building blocks for our success and provide the solid framework we need to build our Vision into reality.

Bankwest colleagues are proud and passionate, so we’ve also worked together to identify a set of Values that reflects who we are, what we stand for and how we treat each other.

Our Values drive our decision-making each day and ensure we build a sustainable business that meets the needs of our customers, our colleagues and the industry in which we work.

These Values are complemented by Our People Capabilities, which describe the core skills, knowledge and actions we need to demonstrate to show we’re equipped for our role and ensure we’re all moving in the same direction.

Along the way we remain committed to growing our business responsibly and understanding the role we each play in managing risk every day, plus we embrace productivity to identify real, easy and valuable opportunities to simplify banking for our customers and colleagues.

This guide explains how our Vision, Strategy, Values and Our People Capabilities fit together, along with the important role risk awareness and productivity plays in helping Bankwest become the best regional bank by delivering what matters to our customers.

Rob De Luca Managing Director

Contents

1 2

1. Message from Rob Page 02

2. How it fits together Page 03

3. Our Vision Page 04

4. Our Strategy Page 05

5. Our Values Page 06

6. Our People Capabilities Page 08

7. Managing Risk Every Day Page 09

8. Productivity Page 11

9. Appendix Page 14

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To be the best regional bank by delivering what matters to our customers

How it all fits together

Our Vision Our Strategy Our Values Our People Capabilities

Our Vision is the ambitious

goal we’re all committed

to achieve together. It’s our

enduring purpose and the

reason we come to work

each day.

Our Strategic Priorities are

the building blocks for our

Vision. They provide the

solid framework we need

to get the job done right

and set ourselves up to

achieve success.

Our Values reflect who we

are, what we stand for and

how we treat each other.

Living our Values ensures we

build a sustainable business

that meets the needs of our

customers, our colleagues

and the industry in which

we work.

Our People Capabilities

describe the core skills

and knowledge we should

demonstrate in our day-to-

day roles. They ensure we’re

well-equipped for our roles

and we’re all moving in

the same direction.

The best regional bank means being the national bank of choice for customers who like to bank with a regional provider and being the

outstanding alternative to the ‘Big 4.’

Delivering what matters to our customers means understanding what matters to them better than anyone else

and having the capability to deliver to meet their needs.We seek an ongoing partnership that grows value for our

customers, colleagues and shareholders.

Our Vision

3 4

Managing Risk Every Day - taking ownership for managing our business in a responsible way.

Productivity - continuously improving everything we do to make banking easy for our customers and colleagues.

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Our ValuesOur Strategy Our Vision will be delivered by focusing on four key priorities:

Peop

le &

Culture

Sust

aina

ble Growth

Cust

omer

Relationships

Prod

uctivity

We want to increase our Main Financial Institution customers by 500,000 to achieve our goal of being number one regional bank in MFI customers.

We’ll do this by continuously improving the customer experience to grow relationships.

We want to improve our customer satisfaction scores across Retail and Business to achieve our goal of being number one regional bank in customer satisfaction and for cost to income ratio.

We’ll do this by continuously improving everything we do to make it simple and easy for our customers and each other.

We want to double our profit to achieve our goal of being number one regional bank in profit.

We’ll do this by growing our business in a risk aware and disciplined manner.

We want to achieve our goal of being best in class for colleague engagement.

We’ll do this by maximising the potential of our people and Vision and Values-led culture.

Our Values define who we are, what we stand for and how we treat one another. They capture the best of our unique culture and will set us up for future success.

• We are risk aware and responsible, taking care for our customers

• We listen to our customers, they are understood and supported

• We go above and beyond building a personal connection with our customers

• We proudly put the customer first - every change, every process starts and ends with the customer in mind

• We’re inclusive and work together as one team, like a family

• We care about the success of our business, it’s part of our DNA

• We value the contribution each of us makes and believe in investing in each other to be our best

• We are proud to make a difference to the community

• We are passionate, vibrant and fun, it’s what makes us who we are

• We are a regional bank, proud of our success and our unique identity

• We are individuals and bring our personality to work, it’s more than a job

• We welcome diversity because we know it makes us stronger

• We hold ourselves and each other accountable for everything we do, everyday

• We empower each other to make the right decisions for our customers and Bankwest

• We are all responsible for making Bankwest a success and protecting our future

• We have the courage to make the tough decisions, balancing customer need and risk

• We act with integrity, we are a trusted brand

• We’re not afraid to speak up and we are always striving to be better

• We are willing to challenge what we think is possible

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Our People Capabilities

Our People Capabilities describe the core skills and knowledge we should demonstrate in our day-to-day-roles. They ensure we’re well-equipped for our roles and we’re all moving in the same direction.

CUSTOMER FOCUS

Creating value in each customer interaction and focusing on the total customer experience

EFFECTIVE

COMMUNICATION

Communicating clearly and with impact to ensure understanding, engagement and commitment to action

TEAM AND CULTURE

Inspiring others to demonstrate our values and working together to create a passionate, high performing culture

JUDGEMENT

Making sound decisions based on understanding business, analysing data and applying common sense

CONTINUOUS IMPROVEMENT

Continuously improving and innovating what we do to make things simple and easy for our customers and each other

DRIVE RESULTS

Initiating action and committing to achieving business outcomes by taking accountability for goals

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Managing Risk Every Day

9 10

I am rewarded for the right risk

behaviours and know the implications if I don’t do what’s expected of me

I know how risk is managed at

Bankwest

I understand my risk

accountabilities

I have the right risk skills

and capabilities for my role and

know where to get support if I need to

further develop

I am clear on how risk forms part of my

performance measures

As a leading financial services organisation, effective risk management is critical toBankwest’s success. It is important that you understand risk; which is knowing how to identify and manage those things that could prevent us from reaching our objectives.

Risk management is reflected throughout Our Values and Our People Capabilities and when embedded into everything we do, will support us to deliver on our Strategic Priorities and Vision. Together we all contribute towards building a strong and sustainable risk culture.

Our approach is that managing risk is everyone’s responsibility, which means you have an important part to play. How you achieve this is described in the diagram on the left, with more detail about what is expected of you outlined on the right.

I lead by example

Managing Risk at

Bankwest

Our Risk Accountabilities

Risk Objective

& KPIs

Outcomes of Risk

Performance

Risk Capability

Development

You understand how risk is managed and your role in managing itYou know our risk frameworks, understand our Risk Appetite Statement, its boundaries and how to operate within them. You understand the 3 Lines of Defence (Fig 1.) and take ownership of the risks and controls in your area. You use the right processes to raise and manage risks and know where to go for more information.

You know Our Risk AccountabilitiesYou use Our Risk Accountabilities (Fig 2.) to understand what is expected of you and know how we are all responsible for protecting the bank, colleagues and our customers.

You understand your risk measures, risk objectives and KPIsYou are clear on what is expected of you and know how you will be measured on your risk performance.

You know how you’ll be rewarded You are motivated to do well and are rewarded for the right risk behaviours. You know what is expected of you and are clear on the implications of not meeting those expectations. You are confident to call out risk behaviours – both positive and negative.

You have the right skills and capabilitiesYou understand the importance of and take personal ownership for building and developing your risk skills.

You role model the right behavioursOur Values and Our People Capabilities guide your behaviours and reinforce your risk responsibilities.

Fig 1

Fig 2

Line

3

Line

2

Line

1

Audit &

Assurance

Risk

Management

Division

THE BUSINESS

- YOU

Link risk to decision making and to your role

Champion risk

Monitor risk the right way

Know when to escolate

Understand root causes

Understand your environment

Consider impact of change

Have capability to deliver

Help deal with unexpected risk events

I lead by example

How you manage risk every day

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Productivity To deliver a first class customer experience, we have to make banking easier for our customers and our colleagues. For Bankwest, Productivity holds the key to delivering on our vision.

11 12

As we move towards agreater emphasis onProductivity at Bankwest,we continually monitor the way we think and act to ensure we concentrate our effort where it matters most.

Together they ensure that we’re constantly improving what we deliver, and how we deliver, for our customers. Ensuring Productivity becomes a way of life at Bankwest will help improve our culture.

Four Productivity Habits

Pulse Check Stations (PCS) give you a central place to display team and individual goals, targets, key actions and results, as well as somewhere to capture ideas and celebrate successes. Stay focused on what adds value for your customers.

Pulse Checks are about meeting regularly to review team performance in support of what matters to our customers and colleagues, working collaboratively to address any issues or performance gaps. Using the information displayed on your Pulse Check Station, commit to actions that will help drive success.

Continuous Improvement (CI) is a mindset that gives us permission to challenge poor processes and improve the way we work. CI is all about identifying great ideas from our pulse checks, taking action and freeing up time to deliver a positive impact for our customers and colleagues.

Standard Operating Procedures (SOPs) are step by step documents that clearly describe how we do what we do. They help ensure everyone has access to the information they need to get the job done right the first time. Is there a process that we could make easier? How could it be standardised, simplified and made repeatable? “THE WAY WE ACT”“THE WAY WE THINK”

FOLLOW STANDARD OPERATING PROCEDURES

(SOPs)

HOLD REGULAR PULSE CHECKS

Develop standard operating procedures and store in a central place

Ensure your pulse station is visible and drives real value for customers

Review progress each week and commit to actions for improvement

Drive improvements that will make a difference to your customers. Record idea on CI register

USE PULSE CHECK STATIONS

LIVE AND BREATH CONTINUOUS

IMPROVEMENT (CI)

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Appendix:

Taking a closer look at Our People Capabilities

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Team Member

• Actively listens to customers and other stakeholders.

• Proactively asking questions to understand their needs.

• Leverages voice of customers and other stakeholders in understanding customer information to anticipate their needs.

• Stays abreast of customer service best practices.

• Leverages voice of customers and other stakeholders understanding customer information to anticipate their needs and future priorities.

• Understands the key end-to-end processes that create value for the customer.

• Stays abreast of customer service best practices.

• Maintains an understanding and current knowledge of customer’s needs and potential issues.

• Evaluates internal and external data to anticipate changing customer expectations.

• Articulates the key end-to-end processes that create value for the customer.

• Maintains an understanding and current knowledge of customer’s needs and potential issues.

• Analyses domestic and global data to anticipate changing customer expectations.

• Articulates the key end-to-end processes that create value for the customer.

• Demonstrates a positive attitude, builds rapport and treats customers with care and courtesy.

• Provides solutions that meet the customers’ needs.

• Establishes and grows strong, value add relationships with customers and stakeholders.

• Creates win/win solutions with customers and other stakeholders.

• Encourages team to consider impact on customers when making decisions.

• Develops a partnering relationship with customers and stakeholders and adopts a long-term perspective.

• Creates win/win solutions with customers and other stakeholders.

• Monitors customer satisfaction to ensure high levels are being achieved.

• Encourages team to consider impact on customers when making decisions.

• Develops a partnering relationship with customers and stakeholders and adopts a long-term perspective.

• Uses understanding of customer needs and supporting data to institute products, processes and services that will ensure customer satisfaction.

• Champions a customer first approach to business decisions.

• Structures the business to best serve customer needs and build sustainable relationships.

• Ensures products, processes and services will assure customer satisfaction.

• Champions a customer first approach to business decisions.

• Empathises and takes personal responsibility for resolving issues.

• Escalates customer concerns when required.

• Recognises potential service issues and takes corrective action.

• Identifies and removes root causes of locally generated issues.

• Resolves customer issues escalated by team in a timely manner.

• Recognises potential service issues and takes corrective action.

• Identifies systemic issues to remove root causes.• Resolves customer issues escalated by team in a

timely manner.

• Resolves complex customer issues that have been escalated.

• Identifies systemic issues to remove root causes.

• Resolves complex customer issues where reputational damage is at risk.

• Consistently demonstrates sales and service principles.

• Demonstrates the sales and service principles and ensures team applies them effectively.

• Embeds sales and service principles in their business.

• Champions sales and service principles within the business.

• Champions sales and service principles across the business/division.

Creating value in each customer interaction and focusing on the total customer experience.

Resolves Issues

Understands the customer

Creates Value

Lives Sales & Service

Team Leader/Manager Executive Manager General Manager Executive General Manager

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Team Member

• Demonstrates behaviours in line with Our Values and team’s expectations.

• Provides positive contribution to the team and puts team goals ahead of own.

• Demonstrates behaviours that support Our Values; encourages others to do the same.

• Puts team goals ahead of own.

• Demonstrates behaviours that role model Our Values; encourages others to do the same.

• Takes action in the best interest of the organisation.

• Translates Our Values into day-to-day behaviours.

• Role models Our Values.

• Demonstrates passion and builds support for Bankwest’s culture.

• Takes action in the best interest of the organisation.

• Embeds Bankwest’s desired culture and Our Values.

• Role models Our Values.

• Inspires and motivates others toward envisioned culture.

• Takes action in the best interests of the organisation.

• Builds effective working relationships, valuing individual differences.

• Offers support to team members and shares information.

• Works easily with diverse teams and customers.

• Builds effective working relationships, valuing individual differences and talents.

• Offers support, involves others in decisions and shares knowledge across teams.

• Proactively advocates the value of a diverse team.

• Builds strategic relationships with people in other teams to achieve business goals.

• Uses language and behaviour that consistently reflects the diversity of our employees.

• Proactively advocates the value of a diverse team, taking action to build an inclusive workplace.

• Builds strategic relationships with stakeholders within and outside Bankwest to advance business goals.

• Advocates Bankwest’s diversity strategy and ensures objectives are achieved.


• Builds strategic relationships with stakeholders within and outside Bankwest to advance business goals.

• Advocates Bankwest’s diversity strategy and ensures objectives are achieved.


• Seeks and acts upon constructive feedback.

• Identifies opportunities for self-development and takes ownership for development plans and actions.

• Clarifies expected performance level and provides regular feedback.

• Coaches to address performance gaps and takes action to manage under performance.

• Provides challenging development opportunities.

• Identifies capabilities required for success in each role and evaluates individuals against criteria.

• Coaches and holds individuals and team accountable for high performance; takes action to manage under performance.


• Challenges beliefs and assumptions that are the root cause of wasteful activities.

• Assesses the strengths and skill gaps of team; determines talent required to support current and future objectives.

• Coaches and holds individuals and business accountable for high performance; takes action to manage under performance.



• Proactively manages the talent pipeline to ensure the business/division is fully supported now and in the future.

• Coaches team and business/division for high performance; takes action to manage under performance.

• Accelerates development of high performers.


• Shares responsibility, providing guidance and support.

• Reviews team performance and takes action to support goals.

• Celebrates individual and team successes.

• Empowers team to make decisions and share responsibility, providing guidance and support.

• Reviews team performance and takes action to support goals.

• Celebrates individual and team successes.

• Empowers team to make decisions and share responsibility to build capability.

• Provides guidance, support and follow-up to motivate team to high performance.

• Celebrates success of business and recognises cross business achievements.

• Encourages leaders to empower their teams.

• Drives decision making and accountability to the lowest point possible.

• Celebrates success of business/division and recognises cross business achievements.

Inspiring others to demonstrate our values and working together to create a passionate, high performing culture.

Manages performance & development

Respect others & Bankwest

Works with others

Builds empowered

teams


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Team Member

• Explores new ways of doing things.

• Contributes and supports team initiatives that drive continuous improvement.

• Proactively and constructively challenges the status quo and encourages others to do the same.

• Visibly supports productivity initiatives and recognises the efforts of others.

• Proactively and constructively challenges the status quo, and encourages others to do the same.

• Visibly supports productivity initiatives and recognises the efforts of others.

• Invites others to challenge the status quo and envision possibilities to find better ways to achieve results.

• Ensures that the business recognises productivity initiatives and positive results.

• Encourages others to research new approaches that will optimise results for the business/division.

• Ensures that the business/division recognises productivity initiatives and positive results.

• Identifies opportunities to eliminate waste, improve and or simplify processes and raises with Team Leader/Manager as appropriate.

• Translates ideas into actions, considering both downstream and upstream impact.

• Ensures improvement initiatives will deliver value before developing solutions.

• Measures results and modifies solution as required to ensure positive impact.

• Guides team to implement simpler ways of working considering downstream and upstream impact.

• Ensures improvement initiatives will deliver value before developing solutions.

• Measures results and modifies solution as required to ensure positive and sustainable impact.

• Provides guidance to the team on where to focus productivity initiatives.

• Measures progress to ensure improvement efforts lead to positive and sustainable impact.

• Makes decisions about which improvement initiatives to resource.

• Measures progress to ensure improvement efforts lead to positive and sustainable impact.

• Considers change and new situations as an opportunity for learning and growth.

• Adaptive to new ways of doing things.

• Understands the benefits and speaks positively about change.

• Accepts change and encourages team to actively participate in change initiatives.

• Addresses people’s concerns about change.

• Effectively leads and coaches others through periods of change/transition.

• Leads their team through change by communicating the rationale and proactively addressing concerns.

• Includes others in the change process to leverage opinions and ensure commitment.

• Leads their teams through change by communicating the rationale and proactively addressing concerns.

• Includes others in the change process to leverage opinions and ensure commitment.

• Proactively removes roadblocks that inhibit change.

• Champions change initiatives across the business/division.

• Leverages relationships across the business/division to gain commitment.

• Proactively removes roadblocks that inhibit change.

• Understands Bankwest’s Productivity Standards and applies them constantly.

• Where applicable, follows current Standard Operating Procedures.


• Invests time in monitoring adherence of team members to agreed Standard Operating Procedures.


• Actively monitors performance and output across the team and reduces variation.

• Constantly looks for ways to be more productive.

• Champions Bankwest’s Productivity Standards; reinforces the need to constantly review and optimise the business.

• Constantly looks for ways the business can be more productive.

• Advocates the Productivity Standards to the business/division and Productivity as an organisational capability.

• Constantly looks for ways the business/division can be more productive.

Continuously improving and innovating what we do to make things simple and easy for our customers and each other.

Leads change

Fosters a culture of

continuous Improvement

Develops & implements

solutions

Lives Productivity

and Continuous

Improvement


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Team Member

• Identifies who needs to be communicated with and determines the most appropriate approach.

• Actively reads and questions communications to ensure understanding of impact on self and others.

• Identifies stakeholders and determines the most appropriate approach.

• Conducts stakeholder analysis and plans best fit approach.

• Leverages and appropriately links knowledge of the business and key stakeholders to develop communication plans and impactful key messages.

• Anticipates reactions and prepares potential responses.

• Leverages and appropriately links knowledge of the business and key internal and external stakeholders to develop strategies and compelling key messages.

• Anticipates reactions and prepares potential responses.

• Outlines the purpose and key messages, following a logical sequence.

• Engages customers and other stakeholders through appropriate communication channels.


• Engages team, customers and other stakeholders through considered use of different communication styles and tools.

• Simplifies complex messages to ensure fit for audience


• Utilises existing and emerging communication channels.

• Exhibits a presence that demonstrates personal impact and commitment.

• Applies simple and compelling language and stories to inspire commitment.

• Takes command of message to convey logically and succinctly.

• Utilises existing and emerging communication channels to create impact and elicit action.

• Exhibits a presence that demonstrates personal impact and credibility and commitment.


• Takes command of message to convey logically and succinctly.

• Utilises multiple communication styles and tools to create impact and elicit action across the business/division.

• Exhibits a presence that demonstrates credibility and commitment.


• Checks for understanding and clarifies points, adjusting style and language as required.

• Responds appropriately to input from others.

• Comprehends and responds appropriately to input from others.

• Reinforces key messages and checks for understanding, adjusting style and language as required.

• Invites input from others and constantly assesses reactions, adjusting messages accordingly.

• Comprehends and responds appropriately to input from others.

• Invites input from others and constantly assesses reactions, adjusting messages accordingly.

• Navigates complex discussions to successful outcomes.

• Constantly assesses reactions and adjusts messages accordingly.

• Navigates complex discussions to successful outcomes.

• Conveys own perspective in a positive and compelling manner.

• Conveys own perspective in a positive and compelling manner to gain agreement from others.

• Determines appropriate influencing strategies to gain genuine agreement.

• Adjusts approach to overcome objections.

• Determines appropriate influencing strategies to gain genuine agreement.

• Adjusts approach to overcome objections.• Steps up to conflicts and sees them as opportunities.

• Develops an influencing strategy to favourably position own agenda.

• Translates and advocates business decisions, balancing with stakeholder interests.

• Utilises appropriate negotiation techniques.• Can hammer out tough agreements and settle

disputes equitably.

• Develops an influencing strategy to favourably position the business/division.

• Translates and advocates business decisions, balancing with stakeholder interests.

• Utilises appropriate negotiation techniques.

• Coaches and guides others through difficult conflicts.

• Seeks and listens to the views of others. • Proactively seeks the ideas, input and feedback of others.

• Creates an environment where people feel safe and are encouraged to speak up.

• Actively seeks to include views from a wide variety of people in their circle of advisors.

• Encourages two-way communication from their stakeholders and team.



• Creatively encourages two-way communication from their stakeholders and team.



• Creatively encourages two-way communication from every corner of the organisation.


Communicating clearly and with impact to ensure understanding, engagement and commitment to action.

Ensures understanding

Plans & understands

communication

Delivers clear &

impactful messages

Influences others

Engagement through

communication


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Team Member

• Understands the organisation’s strategies and how own role, team and division contribute.

• Understands the interrelationships of the Bankwest’s business/divisions.

• Explains the business value and drivers for own team in relation to the organisation’s strategies.

• Articulates and ensures team understands the interrelationships of Bankwest’s business/divisions on their responsibilities.

• Understands the key business metrics that drive Bankwest’s results.

• Articulates the business value, drivers and accountabilities of business units/divisions within the organisation.

• Articulates the organisation’s position, products and services when compared with other organisations.

• Optimises business results by actively managing operational levers.

• Understands own business operations and the organisational levers that drive profitable growth.

• Articulates the shareholder value proposition of the business.

• Optimises business results by actively managing operational levers.

• Understands own business operations and the organisational levers that drive profitable growth.

• Articulates the shareholder value proposition of the business / division.

• Optimises business/division results by actively managing operational levers.

• Understands how Bankwest is differentiated from competitors.

• Monitors industry trends and articulates the potential impact.

• Understands how Bankwest is differentiated from competitors.

• Monitors industry trends and articulates the potential impact.

• Integrates understanding of the industry into decision making.

• Monitors and anticipates global trends that impact being a leading provider of financial services.

• Plans for impact of regulatory or commercial changes.

• Integrates understanding of the industry into decision making.

• Knowledgeable in current and possible future policies, practices, trends, technology and information that impact the organisation.

• Monitors and anticipates global trends.• Manages financial impact of regulatory

or commercial changes and proposes strategies to mitigate.

• Incorporates industry best practice into business/division plans.

• Knowledgeable in current and possible future policies, practices, trends, technology and information that impact the organisation.

• Identifies important information and data relevant to role.

• Considers broader implications of actions.

• Identifies and analyses important data relevant to role and recommends actions.

• Considers broader implications of actions.

• Analyses data to shape business decisions; separates the important from the unimportant.

• Considers broader implications and practicality of decisions.

• Analyses complex data and metrics to shape business decisions; gets to the heart of issues.

• Evaluates options considering depth and breadth of impact and consequences.

• Actively seeks to create clarity and simplicity in complex or ambiguous situations.

• Analyses complex data and metrics with rigour; is decisive in adjusting business/division strategies.

• Evaluates options considering depth and breadth of impact and consequence.

• Actively seeks to create clarity and simplicity in complex or ambiguous situations.

• Understands Bankwest brand proposition and the importance of reputation to the organisation’s success.

• Considers organisation’s reputation and potential risks when taking action or making decisions.

• Understands Bankwest brand proposition and the importance of reputation to the organisation’s success and encourages team to do the same.

• Considers organisation’s reputation and potential risks when taking action or making decisions.

• Actively supports the brand proposition and understands the importance of mitigating the risk of erosion.

• Manages reputational risk with internal and external stakeholders, escalating as required.

• Proactively sponsors the brand proposition and the importance of mitigating the risk of erosion.

• Proactively manages reputational risk with internal and external stakeholders, escalating as required.

• Cascades the brand proposition and proactively sponsors the importance of mitigating the risk of erosion.

• Objectively manages reputation risk in consideration of business/division and Group brands.

• Makes good decisions based on a combination of analysis, wisdom, experience and judgement.


• Aware of the importance of the perception others may have when making good decisions.


• Understands that good decisions need to be perceived as in the best interest of customers, Bankwest and colleagues.


• Ensures good decisions are perceived as in the best interest customers, Bankwest and colleagues.


• Balances the conflicting interests of multiple stakeholders to an equitable outcome.

Making sound decisions based on understanding business, analysing data and applying common sense.

Reaches measured decisions

Understands Bankwest

Understands the industry

Enhances brand and reputation

Applies good judgement


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Team Member

• Understands personal accountabilities and expected results.

• Accepts responsibility for outcomes.

• Understands personal and team accountabilities and expected results.

• Cascades goals and sets expectations.• Aligns resources and communicates

accountabilities.

• Understands personal and team accountabilities and expected results.

• Translates the business/division’s goals and expected results.

• Aligns resources and holds others accountable.

• Understands personal and business accountabilities and expected results.

• Communicates organisational goals and translates them for their business.

• Aligns resources and holds others accountable.

• Sets the strategies and goals for the business, translating them into short and long-term goals.

• Articulates expected business/division results and challenges the team to take accountability.

• Plans work and prioritises tasks.• Overcomes obstacles, finds solutions and

persists to completion.

• Plans and prioritises work, leveraging resources to complete work on time, to agreed quality and within budget.

• Anticipates and removes obstacles.

• Prioritises work, leveraging resources and adjusting as circumstances change.

• Proactively removes obstacles.• Measures and tracks progress and outcomes,

taking corrective action when required.

• Prioritises goals and leverages resources across the business to deliver results.

• Works relentlessly to overcome obstacles.• Measures and tracks progress and outcomes,

taking corrective action when required.

• Prioritises goals and leverages resources across the business/division to deliver results.

• Measures and tracks performance and takes corrective action.

• Identifies and manages risk when appropriate; escalates where required.

• Identifies, manages and mitigates risk; escalates where required.

• Makes decisions in consideration of Bankwest risk practices.

• Observes the business and ensures products, processes and services are within the risk appetite of the business.

• Identifies, manages and mitigates risk; escalates where required.

• Makes decisions in consideration of Bankwest risk practices.


• Practices and actively promotes culture of risk awareness and risk management.

• Makes decisions in consideration of the Group risk appetite.


• Practices and actively promotes culture of risk awareness and risk management.

• Makes decisions in consideration of the Group risk appetite.


Initiating action and committing to achieving business outcomes by taking accountability for goals.

Manages risks prudently

Sets goals and drives

accountability

Stays focused to execute


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Bringing it all together - Royal Commission

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