1. Finance Ops My Be Three Skills V12

2. Behavioural Indicators.Business Indicators. Great looks like Puts customer enjoyment at the centre of strategic decisions and priorities. Role models and champions a strong customer focus. Drives a culture of customer enjoyment to achieve long-term financial success. Great looks like Adopt a systemic view of the business, providing analysis and insight to drive finance operations strategy. Act as a trusted challenger to the business; understand business and customer strategies and needs. Shape strategy and priorities in line with the brand and customer insight. Great looks like Brings fresh strategic insights that keeps Three ahead of competitors and drives change. Focuses the business on continuous improvement and people development. Encourages people at all levels to come up with new ideas and challenge existing thinking. Great looks like Generate insight into and anticipate customer and market trends; influence market for Three’s commercial benefit. Develop deep insights and show curiosity about current and evolving business drivers and future strategy. Challenge existing ways of working, win business support for innovative approaches and champion change initiatives. Great looks like Engages people by giving them a clear vision and sense of purpose. Relates with humour and humility – seen as honest, open and approachable. Treats mistakes as opportunities for feedback, learning and coaching. Great looks like Establish strong people frameworks and create a culture of engagement, development and learning. Inspire others through strong story telling based on compelling, fact-based analysis and plans. Engage others through providing a compelling vision and strategy, articulating the finance operations purpose, role and value within Three. Great looks like Creates a sense of one team across the business. Works in harmony with leaders of other functions and business areas, and key external partners. Makes the wider business aware of good work within their function. Great looks like Build advantageous relationships with stakeholders and partners; understanding different stakeholder needs and adjusting approach accordingly. Network widely, externally and internally. Promote and role model collaborative working; articulating the necessity and value in enabling a quality outcome. Leverage relationships to drive commercial value. Great looks like Balances immediate performance with strategies that deliver sustainable, long-term business growth. Makes brave, bold, brand-led decisions that deliver significant, business-wide benefits. Handles complexity and ambiguity of a dynamic, fast-paced industry and market – makes good bets, takes measured risks. Great looks like Align and influence within the overall company plan and ensure teams fully understand how their work aligns within it. Drive a framework to assess and determine impact of current and evolving risks and dependencies. Set the bar and champion risk assessment, governance, support and control across the business. Great looks like Focuses business attention on the ‘critical few’ strategic priorities and holds people to account. Drives efficiency and quality with clear, simple structures and processes. Delivers consistency against plans and commitments in line with long-term business objectives. Great looks like Create a culture of operational excellence. Drive efficiency measures to maximise productivity and effectiveness. Build flexibility; adjust and refocus strategy as circumstances change. My Be Three Skills. Finance Ops Grade A. Be customer centred. Be an explorer. Be business savvy. Be engaged. Be a collaborator. Be delivery focused.

3. Behavioural Indicators.Business Indicators. Great looks like Makes clear how the actions and behaviours of their team lead to improved customer experience. Drives forward ideas that enhance service, quality and/or the customer experience. Understands the broad customer base and focuses others on creating positive customer impact. Great looks like Adopt a strong customer view; generate insights around impacts, needs, behaviour and define strategy and plans around this. Maintain a clear focus on achieving customer outcome through planning and managing the customer relationship. Work with the business to identify impact of commercial decisions and actions on brand, customer and organisational goals. Great looks like Challenges convention, leads change, and supports and engages teams to make it happen. Connects with people and organisations outside Three for inspiration – brings good ideas in. Promotes learning and development. Great looks like Understand and develop insights around market dynamics. Apply insights to generate strategy and to enable effective business decision making. Lead, challenge and ensure delivery of change initiatives within finance. operations and across the business to enable improved commercial outcomes for Three. Great looks like Leads with imagination and vision – uses stories and examples to translate ideas and make them come alive. Has the confidence and courage to influence and challenge at the highest level. Approachable and easy to talk to – creates an open environment where people voice issues; sets aside time to coach people. Great looks like Lead and inspire teams to drive strategy and commercial outcomes; bring the finance operations vision to life through story telling. Drive engagement, development and learning across finance operations. Identify skills required to deliver now and in the future and identify talent and capability for achieving outcomes. Great looks like Networks and involves a range of contacts – both within and outside Three. Puts together teams with different skills, experiences and functional backgrounds to bring a wider perspective. Respects and appreciates the contribution of other functions and business areas. Great looks like Adapt style to influence and manage multi-level stakeholders to achieve aspirational, realistic and high performance outcomes. Network extensively across and outside the business and build trust. Build and inspire team working across finance operations and other functions. Great looks like Translates strategy into operational/commercial priorities and objectives. Makes sense of complex or ambiguous issues quickly and moves to a decision. Balances a focus on the numbers with people, operational and customer impact. Great looks like Establish commercial priorities and plans to deliver best commercial outcomes for Three. Define framework and ensure embedding of performance reporting, governance and compliance. Assess levels of risk across different areas and develop contingency. Assess commercial models, relate back to and enable finance operations to make effective commercial decisions. Great looks like Translates Three’s strategy into clear, simple priorities that focus action in own business area. Thinks well ahead, manages ambiguity, identifies contingencies and builds flexibility into strategies and plans. Plans and organises multiple colleagues and teams to deliver on promises – holds people to account. Great looks like Determine specific goals and objectives in line with the strategic plan. Allocate work effectively across teams, taking account of capacity and ability. Prioritise and reprioritise objectives as circumstances change. Evaluate effectiveness of commercial strategies and approaches against business outcomes; adjust and refine strategy in response. My Be Three Skills. Finance Ops Grade B. Be customer centred. Be an explorer. Be business savvy. Be engaged. Be a collaborator. Be delivery focused.

4. Behavioural Indicators.Business Indicators. Great looks like Proactively seeks out customer insights to guide priorities and objectives. Spends time with colleagues and teams considering how to improve the impact of their work on customers. Uses market and customer intelligence to keep self/the team up-to-date with changing customer needs and priorities. Great looks like Adopt a strong customer view; generate insights around impacts, needs, behaviour and define plans and activity of teams around this. Align processes to ensure a caring, focused and seamless customer experience. Maintain a clear focus on achieving customer outcome through planning and managing the customer relationship. Great looks like Encourages learning and growth – consistently invests time and effort in their own and others’ development. Manages change and adapts positively, helping and inspiring others through it. Contributes new ideas, promotes debate and broadens own and others’ thinking. Great looks like Develop insights by keeping up to date with best practice and trends in the external market. Drive improvement opportunities and act as a change promoter. Understand and manage impacts and dependences of change. Influence organisation to instill and approve changes aimed to improve processes. Great looks like Creates enthusiasm and energy – connects easily at all levels. Has courageous conversations – influences and challenges constructively with teams, peers and seniors. Spends time coaching people to develop longer-term capability. Great looks like Build a sense of common purpose around delivering strategic and commercial outcomes. Engage the business with compelling, fact based analysis and plans. Identify future capability needs and put in place appropriate succession, talent management and development plans. Great looks like Proactively forges links across Three to create mutual support and shared solutions. Seeks out and shares best practice across the team, other teams and other functions. Encourages others to communicate across boundaries. Great looks like Network widely and across various functions. Identify the differing needs of stakeholders and adapt style accordingly. Promote and support cross-functional teamwork. Great looks like Makes sound business decisions taking account of the wider business strategy and impact. Balances risks, facts and judgement to make timely decisions. Constantly applies understanding of costs, revenue and customers to drive business performance. Great looks like Establish commercial priorities and plans to deliver best commercial outcomes for Three. Embed performance reporting, governance and compliance frameworks, ensuring they are fit for purpose and meet business needs. Embed effective risk management practices across areas and develop contingency. Understand commercial models, and how they enable finance operations to make effective commercial decisions. Great looks like Thinks ahead to the top priorities and holds people to account to see through key issues. Keeps priorities simple, balancing strategy with matters arising to ensure clarity of expectation. Shows strong organisational skills – delegates, empowers and draws on people’s expertise to deliver consistently against commitments. Great looks like Set SMART objectives for self and team in line with higher level business objectives. Allocate work effectively to individuals and sub teams, taking into account capacity and ability. Monitor and evaluate performance against targets. Identify drops in service standards and take corrective action. My Be Three Skills. Finance Ops Grade C. Be customer centred. Be an explorer. Be business savvy. Be engaged. Be a collaborator. Be delivery focused.

5. Behavioural Indicators.Business Indicators. Great looks like Keeps up to date with customer matters and builds understanding in their area. Upholds the benchmark for quality customer experience across their area. Ensures others appreciate how their work can impact the customer experience. Great looks like Customise solutions to meet specific/local customer needs. Track and act on trends in customer insights. Monitor performance against brand values and constantly look to improve. Great looks like Shows passion for learning and discovery – keeps up to date, broadens own and other’s thinking. Adapts positively to change – seizes opportunities, stays open to new ideas and engages others in changes. Constantly seeking to improve self, others and processes. Great looks like Identify improvement opportunities and highlight them; acts as a change agent. Develop predictive models. Identify new ways to extract useful performance data. Look for ways to improve existing services and reduce costs. Great looks like Engages people – is approachable, enthusiastic and spends time out and about connecting with people. Builds influence through flexing style to take account of varied perspectives. Practises open and honest communication, being prepared to challenge, provide feedback, and coach. Great looks like Coach and develop others, and put PDP into place. Use effective communication skills to connect with colleagues. Present a range of options to stakeholders supported by a clear rational. Great looks like Fosters collaboration within the area team and builds positive relationships beyond it. Understands how other teams and functions operate; respects their issues and priorities. Shares best practice with colleagues within and beyond the team. Great looks like Maintain a network of contacts across the business. Keep stakeholders up to date regarding developments, priorities, progress etc. Work with managers to identify issues with existing processes and ways of working. Great looks like Keeps up to date with developments in other parts of the business. Makes sound business decisions that balance facts and evidence with commercial judgement. Keeps a focus on high level goals, whilst enabling some flexibility of approach. Great looks like Continuously identify and reassess risks, escalate issues and take corrective action as required. Analyse and interpret data, and provide recommendations. Produce insights that are clear, with recommendations to improve results Put in place processes for effective reporting. Great looks like Swift to identify the top priorities for an area and focuses action on them. Has effective organisation and time management – delivers multiple commitments through self and others. Resourceful and flexible; copes well with uncertainty, ambiguity or sudden change. Great looks like Adjust work to meet priorities. Monitor and evaluate performance against targets. Deliver against plan, on time and to required standard. Take corrective action when work falls below standard. My Be Three Skills. Finance Ops Grade D. Be customer centred. Be an explorer. Be business savvy. Be engaged. Be a collaborator. Be delivery focused.

6. Behavioural Indicators.Business Indicators. Great looks like Sets and achieves high standards for quality and the customer experience. Challenges those who compromise the customer experience or cut corners with quality. Spends time coaching and inspiring the team about their role in the customer experience. Great looks like Find out about customer requirements. Customise solutions to meet specific/local customer needs. Check own performance against brand values and look to improve where required. Great looks like Involves the team to identify continuous improvements. Gives team members regular opportunities to learn, develop and extend their abilities. Flexible and open to change; takes people with them. Great looks like Document and track change projects. Provide information and data analysis regarding the implementation and impact of new initiatives. Communicate results in a clear and concise manner. Great looks like Leads by example – is inspirational, warm, approachable. Keeps communications regular, open and honest – with team, peers and seniors. Takes a real interest in the team – spends time coaching, getting to know and understand people. Great looks like Listen effectively and build rapport. Help colleagues to learn and understand through effective communication. Agree actions with managers to maximise own potential. Adapt approach depending on the audience. Great looks like Supports a strong team identity – gets the team together to share views, celebrate success. Spends time engaging with other teams to share best practice and advice. Proactively offers help to other teams or colleagues. Great looks like Work effectively in a team. Maintain and develop networks, and provide polite and helpful first point of contact. Work with managers to identify gaps and problems with existing processes and ways of working. Great looks like Maintains own and other’s knowledge of the business, store/centre, products and competitors. Works effectively with business information to improve store performance. Relates team members’ work and objectives back to business goals. Great looks like Understand the finance operations strategy and work to support it. Work to standards of compliance. Carry out specific analytical protocols. Collate and structure data relating to gaps and requirements to meet objectives. Great looks like Creates clear structure and expectations for others/project team − holds people to account promptly and fairly. Quick to flex and adapt own and or the team’s priorities when the unexpected happens. Resilient under pressure; priorities and re-prioritises work to focus self and others on what is most important. Great looks like Monitor own performance against targets. Pay attention to detail; provide accurate and timely outputs Highlight potential problems and issues, and escalate them where appropriate. My Be Three Skills. Finance Ops Grade E. Be customer centred. Be an explorer. Be business savvy. Be engaged. Be a collaborator. Be delivery focused.