1. Combined Assessment
Year End: 2014
Employee: Jerry Dieudonne
Direct Manager: Peggy A. Zickrick
Printed: December 24, 2014
Goals - What We Do
Goals Cascaded by Business
Personal Goals
Overall Rating (Goals - What We Do)
Employee Rating:
Manager Rating:
Consistently Strong
How We Achieve Our Business Goals
Common Purpose - One team, with one goal: serving our clients and stakeholders
Maintains client focus - understands client needs and drives customer satisfaction•
Works as a partner and shares resources that could benefit other areas•
Sets clear and challenging performance goals for self and team•
Adjusts management and communication styles to effectively manage virtual team members and matrix reports•
Creates and maintains a strong network with internal colleagues and stakeholders•
Keeps abreast of industry changes•
Holds self and others accountable for results and decisions•
Employee Comments: Employee Rating:
Manager Comments:
Jerry started at Citibank in ULO in April 2014. He has done a good job learning the ULO procedures and
processes. He has done well focusing on improving his perfomance and working towards achieving the
goals in place. He consistently improved month over month on his AHT and Efficiency. He manages hold
times very well and is a multi-tasker as shown by his low ACW time.
Jerry is very polite and professional with clients on the phone. He has good phone repore and handles calls
well. He rarely escalates calls for supervisor callbacks. Additional focus is needed to ensure he does not
miss completing updates such as routing or noting applications.
Jerry is training on multiple non phone processes such as Kofax, Banker Alerts, Return mail and Application
entry. He quality of work on the non phone processes has been very good.
Manager Rating:
Consistently Strong
Ingenuity - Enhancing our clients’ lives through innovation that harnesses the breadth and depth of our information,
global network, and world-class products
Encourages fresh bold ideas•
Supports experimentation and learning from mistakes•
Challenges the conventional and fosters healthy debate•
Recognizes and rewards ingenuity•
Adopts proactive, not reactive, approach•
Offers creative solutions and strives for continuous improvement•
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2. Manages ambiguity; demonstrates optimism and agility during change•
Employee Comments: Employee Rating:
Manager Comments:
Jerry has been proactive to learning new processes. He was willing to learn Data Entry for the Cards
business and worked the process between ULO Phone calls or during ULO low volume periods.
Jerry has used feedback as a tool to improve his performance. This is evident by his upward trend in his
Efficiency and AHT scores. He is also open to asking questions when needed for processing or during team
huddle meetings.
Manager Rating:
Consistently Strong
Leadership - Talented people with the best training who thrive in a diverse meritocracy that demands excellence, initiative
and courage
Rewards, recognizes, and promotes individuals based on performance•
Actively teaches, coaches, and grows team members' skills and capabilities•
Provides balanced and specific feedback to others in a proactive way•
Fosters a positive team environment in which people of diverse backgrounds feel valued•
Takes responsibility for addressing problems, finding solutions and making prudent decisions•
Conveys awareness of own strengths and development opportunities•
Engages in open, honest dialogue with others and directly addresses conflict when it arises•
Employee Comments: Employee Rating:
Manager Comments:
Jerry openly shares information with his peers. When he has an easier way to process, he passes these tips
on to others. He has mostly has a positive attitude. He quickly alerts management and OA's when his work
is completed. He is flexible and openly offers to assist with any work not yet completed.
He is aware of his developement opportunities and looks for ways to improve. This is evident by his upward
trending performance scores.
He is flexible and has changed his schedule when needed and worked overtime during a business need.
Manager Rating:
Consistently Strong
Overall Rating (How We Achieve Our Business Goals)
Employee Rating:
Manager Rating:
Consistently Strong
Responsible Finance
Manage Risk and Compliance
Assesses appropriately risk/reward relationships when making business decisions, demonstrating particular consideration for
the firm's reputation and safeguarding the bank by applying sound ethical judgment regarding business practices.
•
Identifies and escalates, risk inherent in particular situations or transactions and its impact on any part of the Citi organization.•
Acts in a manner that is consistent with our commitment to fairness, value and dependability.•
Adheres to Code of Conduct, corporate and business specific policies, and considers appropriate controls as part of day-to-day
responsibilities (e.g., AML, AB&C and Sanctions).
•
Contributes to a 'no surprises' compliance culture by managing control issues with transparency and candor. Resolves issues,
engaging others and escalating issues when appropriate. Recognizes and communicates the importance of timely escalation.
•
Assures that risks, including money laundering, bribery and sanctions risks, are adequately identified, assessed, monitored,
controlled and reported.
•
Is transparent and open in communications•
Employee Comments: Employee Rating:
Manager Comments:
Jerry reports issues when they arise. He follows the business policies in place. He adheres to his schedule
and has been rarely late for work. He completes all time keeping records and has completed all compliance
trainings.
Manager Rating:
Consistently Strong
Overall Assessment
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3. Overall Comments
Manager Comments:
Jerry has done a good job since starting in ULO. He has successfully improved his overall AHT and
Efficiency scores every month. He reviews his quality and learns from the feedback. He has a positive
attitude and treats his peers with respect.
In 2015, Jerry will continue to improve and expand his knowledge as he is crosstrained on additional
processes.
Manager Rating:
Consistently Strong
Employee Comments:
Employee Final Feedback
Optional Comments – Including any agreement, disagreement or other feedback
Year End Performance Discussion Held
Yes
Employee Signature: Date:
Manager Signature: Date:
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