Fortis Our people managers 0416

THE FORTIS PEOPLE MANAGERS WAY

OUR PEOPLE MANAGERS CHARTER

At Fortis Living we encourage our managers to work the Fortis Way. For us, managing people is all about living our values, modelling the behaviours you expect to see in colleagues and enabling others to do the same. This helps us to ensure we create a supportive, inspirational environment where all our people can Think , Grow , and be Better . Any people manager here is considered a leader of people and there is clear expectation that you deliver on the Fortis Values and The Fortis Way, however, there are some things that as a manager we need to sign up to over and above this. Here is what we expect of our managers:

I will be a RESPONSIBLE Manager as: I take my responsibility as a line manager seriously

IWORKTOGET IT

• I understand and support Fortis’ vision and mission • Supporting my team is a priority • I role model the Fortis Way and am prepared to challenge behaviour • I take personal responsibility to share what I am doing and to keep my team up to date with matters that affect them

• I ensure that my team understand the message and its importance • Performance Review Meeting’s and regular 121 conversations are done well and on time • I build effective relationships and communications with Fortis Living teams • I delegate responsibilities not tasks. I coach more than I direct • I allow my team to manage their own time

I L I V E

I will be a Commercial Manager as: Getting it right for customers and for the business is what it’s all about for me.

• I ensure our people and processes are customer focussed • I recognise when a service can no longer be offered in the same way and take action • I believe and recognise that good customer service is good business • I monitor customer satisfaction and the customer experience • I ensure that my team are aware of their role and contribution in the whole business

• I identify opportunities for service improvements and I encourage my team to do the same • I look for new areas of business • I am aware of what is going on internally and externally – I understand our competitors and the market • I understand my part in delivering the Strategic Plan and I know how to achieve it • I deliver and drive value for money and efficiency

BETTER HOMES, BETTER LIVES

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