morocco generic skills pack job 2011

8/3/2019 Morocco Generic Skills Pack Job 2011

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Generic Skills Dictionary

The United Kingdoms international organisation for educat ional opportunities and cultural relations. We are registered in England as a charity.

Computer skills

Definition

To understand and use the British Councils IT systems in an effective manner in compliance with IT security standards including the ability to describeand report issues/problems accurately to the IT helpdesk or appropriate personnel

Area ofResponsibility

Level 1 Level 2 Level 3

Using Outlook

In line withdisabilitylegislation (e.g.reasonableadjustments beingmade if needed)

Create, send, forward and reply to emails

Send, open and save attachments

Set up out-of-office assistant messages

Able to recall email messages sent inerror

Delete unwanted items

Set up/ respond to meeting requestsusing Calendar

Use and search the global address listincluding distribution lists and publicfolders

Recognise SPAM and phishing attempts(e.g. scams; chain letters)

Understands and complies with ITsecurity standards

Use voting buttons on emails sent andreceived

Manage distribution lists

Manage own appointments and setreminders using the Calendar function.

Set up own Calendar to allow at least read-only access to Calendar to a suitable set ofcolleagues.

Check for colleagues availability usingCalendar.

Change views (reading pane, sorting,calendar, etc)

Use tracking facilities

Restore deleted items

Create, organize and manage messagefolders

Create and maintain contacts

Add and remove toolbars

Use tracking facilities and expiry dateson email

Create/assign tasks and monitor task

progression

Know how to use outlook for emailmerging

Effectively use Outlook to manage andfile emails including writing email rulesand managing alerts

Apply and create categories to organiseitems


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Using Word

In line withdisabilitylegislation (e.g.

reasonableadjustments beingmade if needed)

Identify, open, create and print Word files

Be aware of and use templates

Use basic character and paragraphformatting (e.g. bold, bullets etc.) and

styles

Utilise spelling and grammar checkingtools

Change margins and paper orientation

Insert images and symbols

Change document views and modifydocument options

Use and modify document properties

Save, copy, rename, search, move anddelete files


Create, modify and format standard tablesand borders

Understand the principle of styles and howto modify them

Create and modify drawing objects anddiagrams (e.g. text boxes)

Perform basic mail-merge facilities (withinWord)

Use hyperlinks and bookmarks

Format and manipulate images in relationto text

Use automatic numbering facilities.

Update a Table of Contents

Track and manage changes during editing

and reviewing


Perform complex mail merges (Wordinto other applications)

Create document templates using styles

Create and format complex diagrams

and graphics

Insert bookmarks, Table of Contents,footnotes and endnotes

Understand and use section and pagebreaks

Create/manipulate outlines styles fornumbering and bullets

Create/amend complex documentsusing several levels of headings andsub-headings and handling indexes,

tables and a cross-reference system asappropriate

Awareness of file size and knowledge ofhow to use file compression

Using Excel


Understand and apply basic concepts andterms used in Excel including thedifference between cells containing dataand formulae

Create, format, modify, sort, print anddelete simple spreadsheets

Format spreadsheets using text colour,

shading, bordersSave, copy, rename, search, move anddelete files


Create and format graphs and charts

Handle complex tables sorting data andrepeating vertical/horizontal headingsfacilitating the consultation of thespreadsheet

Create formulas using simple mathematicaloperators and functions

Freeze, lock, hide spreadsheet ranges andformat for printing

Import and export data to other applications


Troubleshoot problems

Summarise data using pivot tables

Link spreadsheets to other files andapplications including formulas acrossmultiple sheets

Write and modify macros

Understand and apply statisticalanalysis for creating complex formulae

Calculate using more complex formulae(e.g. IF/AND/OR)

Track and manage changes on sharedworkbooks

Create and manage scenarios and whatif data tables



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Using Databases



Understand and apply basic databaseconcepts (e.g. navigate records)

Perform simple database queries toextract or select records from the

database according to specified criteria

Produce reports from tables and queries

Retrieve and search for information usingstandard reports

Perform more advanced queries using the

built-in query tool to search data andproduce reports

Identify areas for improvement for usewith existing databases

Know how to commission databasedevelopment according to business

requirements

UsingPowerPoint


Load and run PowerPoint presentations

Create and format basic presentationsusing pre-defined slide layouts

Insert basic graphics (e.g. clipart)

Print slides and handouts in a variety ofpaper layouts suitable to the targetaudience

Use a data projector for presentations

Save, copy, rename, search, move anddelete files

Apply various slide show animated effects

Create, edit Master slide templates

Create a new template from scratch

Create images and charts within (andbetween) presentations

Demonstrate confidence in using the slidemaster, handout master and notes master

Import and embed data from otherapplications including Word and Exceltables and hyperlinks


Add audio-visual information topresentations including video clips

Create animated text and graphic effects

Know how to store PowerPointpresentations on the web.

Use the PowerPoint presentation featureto reduce large file size presentations


Using InternetExplorer

In line withdisabilitylegislation (e.g.reasonable

adjustments beingmade if needed)

Know the difference between internal(Intranet) and external (Internet) sites

Understand basic concepts and termsassociated with using the Internet in linewith general IT security standards

Use search engine tools to locate

information of interestAble to bookmark and print web pages

Able to add and organise favourites

Be able to listen to or watch podcasts

Able to access and use the British Councilintranet site

Understands and complies with BritishCouncil security standards

Refine searches using advanced searchingmechanisms

Evaluate search results, assessingauthority, authenticity, currency of websitecontent

Understand copyright issues relating tousing web material

Save a web page as a file


Use web casts (e.g. webinar)

Commission and manage Internet pagesand podcasts

Create and use blogs, wikis anddiscussion forums

Use Obtree to create British Council

web pages


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E-Learning



Register/enrol for online conferences,courses and other elearning events

Follow a course of instruction

Have a critical view of quality/delivery of

online materials

Creating and editing a personal profile

Download/upload materials


Understand the conventions of andcontribute using different on linecommunication tools (discussion forums,text chat, voice chat, video chat etc.)

Be aware of and apply on-line etiquette(netiquette)

Understanding and application of onlinelearning techniques (time management, selfreflection, problem solving and asking forhelp, apply awareness of learning style etc.)

Moderate on-line learning (e.g.administrate, design for, facilitate,evaluate and provide technicalassistance for learners)

Commission and manage online contentincluding ensuring sites are secure inline with British Council securitystandards

Understand the functionality andapplicability of different on-line tools(chat, discussion forums, wikis, blogs,VoIP, quizzes, FAQs, calendars, etc.)

Adapt materials for an online audience

Links to Job Families

1. Information Systems and Technology (IST)

2. English

Link to other Generic Skills

1. Business management and development

2. Communication skills

3. Financial planning and management

4. Project and contract management

Links to Behavioural Competencies

1. Achievement

2. Analytical thinking

3. Professional Confidence

4. Team working


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Generic Skills Business Management &Development

The United Kingdoms international organisation for educational opportunities and cultural relations. We are registered in England as a charity.

Business Management and Development

Definition

The ability to develop, sustain and grow the business in line with corporate strategic priorities for income and impact: to formulate businessstrategy, to understand crucial business drivers, both internal and external, and assess various business development options and interrogatemanagement information. Effective management of resources across the business.



Market analysisand businessintelligence

Understands the importance ofmarket analysis and is aware ofmarket trends, including competitor

activity.

Collects and uses relevantquantitative and qualitative data onthe target audience or market.

Contributes to the identification andanalysis of needs for existing andnew markets, clients, partners andcustomers.

Establishes and implements systemsto collect, analyse and disseminatemarket information.

Identifies and understands marketsegments, applies this knowledge inanticipating and meetingclient/customer/partner needs andgenerates a creative and successfuloffer in response.

Monitors market trends and potentialopportunities.

Recognises the need for market intelligenceand is responsible for the design of marketresearch.

Understands and uses market intelligencee.g. market gaps and competitor position inthe development of new sources of incomegeneration and commissioning of newproducts and services which achieve theincome and impact required.

Assesses and makes judgements on marketintelligence either to expand businessopportunities, commission newproducts/services or to decommissionexisting work.

Businessstrategy

Understands how new activitiessupport achievement of corporateoutputs.

Ensures that activity is in line withtechnical and financial businessobjectives.

Makes a measurable contribution tothe development of business strategyand value for money indicators.

Positions the business for now andthe future by identifying innovativesolutions to achieve impact andrevenue targets.

Understands negotiation tools andtechniques and can apply these tosupport the achievement of businessobjectives.

Establishes business strategy and leads therealisation of dual-key plans.

Leads on the design of innovative businessdevelopment approaches and theassessment of delivery mix to achievemaximum impact and income for the BC andclients / customers / stakeholders / partners.

Leads on the development andimplementation of negotiation strategies andpartnership agreements that lead toenhanced business achievements.


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Product andservicedevelopment/commissioning

Understands the need to developand/or commission new products,services and solutions that supportthe delivery of corporate objectives

and meet stakeholder andcustomer needs.

Develops, through recognisedplanning processes, new projectsand services with an understandingof which approaches will work in local

context and of how it will facilitateachievement of corporate outputs.

Understanding of and the ability tomanage commissioning andtendering processes.

Takes the lead for product and servicedevelopment across a portfolio of services.

Recognises and manages either gaps in the

product/service portfolio or opportunities fornew products and services.

Responsible for identifying, designing andsecuring appropriate competitively tenderedprojects.

Managing Risk Demonstrates an understanding ofbusiness risk and can identifywhere risks may originate from.

Undertakes business riskidentification and analysis for specificinitiatives in line with BRMF. Usesthis to inform approach and managerisk.

Responsible for risk and opportunityidentification across the business andunderstands when a level of risk isacceptable.

Complies with Business Risk Management

Framework responsibilities (if identified as aBMRF Process Owner).

Managingrelationshipswith customers,clients andstakeholders

Collects and analyses client /stakeholder / partner feedback andperceptions and identifies needswithin specific area of work.Identifies barriers to servicedelivery and contributes to theirresolution.

Communicates consistently andeffectively with stakeholders and

responds to changingcircumstances in order to enhancebrand and reputation.

Takes the lead role in managing theclient and stakeholders for a specificactivity.

Keeps abreast of operating context.Uses stakeholder analysis, facilitationand problem solving approaches toresolve issues and remove barriersto effective service delivery.

Identifies important relationships anddevelops strategies to strengthenthese within specific area of work.

Manages complex or strategically importantclient/stakeholder/partner relationships,which achieve significant impact for theCouncil.

Anticipates changing circumstances andbarriers to stakeholder engagement andtakes action to minimise these.

Resourcemanagement forbusinessdevelopmentandimplementation.

.

Understands and uses human,financial, IT and knowledgeresources efficiently and effectivelyin order to achieve results.

Has strong sense of value formoney and understands theimportance of delivering withinexpenditure and income budgets.

Negotiates and manages thedeployment of resources in efficientmanner and in the context of a clearunderstanding of overall strategy.

Identifies and actively manages thedevelopment of staff skills that areneeded when building new strategiesand business.

Takes the lead and is responsible for theefficient use of all resources in order toachieve corporate outputs.

Uses the commissioning process to alignresources with priorities.

Develops effective resource managementstrategies and policies for a portfolio of work

and monitors their implementation.


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Supports procurement andnegotiation processes.

Understands how to use andcommunicate managementinformation.

Identification and management ofresource risks including anticipatingchanging circumstances andmediating between conflicting needsand expectations.

Monitoring andEvaluation

Understands the importance ofevaluation. Is thorough in thecollection and communication ofevaluation data.

Supports the achievement oftargets and monitors own

contribution towards these.

Builds monitoring and evaluation intothe business strategy.

Grounds evaluation in externalmarket context and adjustsmeasurement to provide clearevidence of ef fectiveness.

Studies evaluation data to see if newapproaches have had the desiredimpact, reflects on lessons learnedand communicates the results ofvaluation.

Identifies best practice, learning, newprocesses or ways of working that lead tocost savings/improved delivery beyond teamlevel.

Agrees measurable and challenging targetsfor individual initiatives and manages

progress towards these.Ability to understand and interpret the resultsand leads on the discussion anddissemination of the results.


1. Human Resources.

2. Contract Management.

3. English.


1. Achievement.

2. Analytical thinking.

3. Entrepreneurship.4. Leading and developing others.

5. Relationship building for influence.

6. Working strategically.

7. Customer service orientation.

Links to generic skills.

1. Human Resource Management.

2. Financial planning and management.

3. Contracts and projects.

4. Marketing and customer service.


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Generic Skills Communications


Communications Skills

Definition

Communications skills are what make us effective in sharing ideas, thoughts, information and feelings with diverse internal and externalaudiences, often in cross-cultural situations, in order to develop two-way understanding between the audience and the communicator.

Area of Responsibility Level 1 Level 2 Level 3

Reading and WritingSkills

Identifies the main points and ideasin different types of documents

Asks questions when he/she does

not understand what he/she isreading or to clarify the issue

Understands how to use differentkinds of documents for differentpurposes (i.e. letters, memos,reports etc.)

Writes clearly, in a style suited topurpose and with the needs of thereader in mind

Makes sure information is wellorganised and easy to use

Avoids jargon and explainsacronyms and technical termswhere the reader is unlikely tounderstand them

Avoids discriminatory language

Has knowledge of and appliesBritish Council house style

Able to produce summaries of complexdocuments for a specific audience

Writes business documents clearly and

effectively using standard British Councilformats where available (e.g. reportsPowerPoint, web, etc.)

Able to manage documents throughseveral drafts with various contributors

Reports disagreement with sensitivityand even-handedness

Understands and applies plain Englishguidelines

Makes perceptive comments onwhat he/she is readingdemonstrating an understanding ofthe authors reasoning and

motivation

Writes and quality reviews strategicdocuments, policy papers andcorporate reports

Writes for internal and externalpublication

Writes speeches clearly andappropriate to the audience beingaddressed

Ability to assimilate long and

complex documents quickly andeffectively

Produces accurate and conciserecords of meetings.


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Speaking and listeningskills

Contributes to discussions andpays attention to the timing andsetting of discussions

Is able to express non-complexideas, thoughts and feelings

Gives feedback honestly andconstructively

Asks questions when he/she doesnot understand what is being saidor to clarify the issue

Listens attentively, usesappropriate tone of voice and ispolite

Makes balanced and effectivecontribution in difficult situations e.g.conflicts between staff members

Communicates ideas clearly, effectively,persuasively to an individual or a group

Varies speaking style according toaudience

States different and/or critical opinionswithout causing offence

Is aware of his/her own and others bodylanguage

Contributes to meetings effectively toensure all parties can respond and/orparticipate

Delivers presentations effectively

Acts as a sounding board for colleagues

Listens empathetically (paying attentionto words, feelings and thoughts of thespeaker, and responding appropriately)

Motivates, encourages and inspiresindividuals and groups throughappropriate use of language andmanner

Delivers presentations to internal

and external audiences, andhandles questions effectively

Able to communicate directly andappropriately with senior externalstakeholders (e.g. at receptions,presentations etc)

Uses consultancy skills (listening,questioning, analysing issues,outlining options etc.) to enhanceunderstanding and help othersexpress and develop their ideas

Understanding purpose Judges when to communicate andunderstands theimpact/consequences of his/hermessage on others

Ensures communications areappropriate to purpose andprepares for important discussions

Has a basic understanding of thecultural environment in whichhe/she is communicating

Develops, implements and evaluates aneffective communication strategy andplan

Applies level 1 principles in complexcommunications to diverse audiences

Demonstrates an understanding of the

wider environment (cultural, political,social etc.) in which he/she iscommunicating.

Plans and manages acommunications programme todeliver corporate and businessobjectives

Takes calculated risks withcommunications in order to provokea desired response

Understanding theaudience

Identifies and understands thecommunications needs,expectations and preferences of theaudience he/she wants tocommunicate with

Adapts his/her approach for simplemessaging to his/her audience

Analyses the communication needs ofnew target audiences

As appropriate, encourages andgenerates two-way communications withtarget audiences to increase mutualunderstanding and adaptcommunications as required.

Uses market research techniquesto improve understanding of anaudiences communicationspreferences and needs (now and inthe future)


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Generic Skills Financial planning & management


Financial Planning and Management

DefinitionFinancial Planning and Management is the ability to cost activity and manage the budgets set. It involves the planning and delivery of agreedresults/outputs within established criteria for budget and timescale, using the appropriate policy and process.


Level 1

This level - will be expected toseek guidance from L2 and L3

Level 2 Level 3

Although not specifically stated L3will provide guidance to L1 and L2

Risk Management Awareness of corporate/globalpolicies and processes in relation torisk management including the

business tool, Business RiskManagement Framework (BRMF)and know where to locate thisinformation

Knowledge and experience ofcorporate/global policies and processesin relation to risk (including BRMF) and

how these link todepartmental/country/regional level riskmanagement

Ability to identify and manage theserisks

Communicates exceptions atdepartmental/country/regional level

Lead on the management of risk, byassigning roles and responsibilities,ensuring reviews take place and risks

are managed at adepartmental/country/ regional level

Ability to identify opportunities andmanage any financial risks associatedwith them

Takes responsibility for reportingexceptions to the appropriate seniormanagement forum

Planning andForecasting

Awareness of BC planning cycle anddeadlines and where to locate thisinformation

Understanding of process to set upand maximise benefits of an effectivemanagement reporting structure(WBS + cost codes) includingbudgets and commitments

Has basic knowledge of the conceptof cashflow (movement of money inand out of the organisation) andprovides the relevant financialinformation to budget holder as partof the cash flow forecasting exercise

Knowledge and application of BCplanning cycle plus policies, processes(FPS) and timetables

Contributes to departmental/country/regional financial plan

Uses systems to accurately cost aproject/activity

Supervises the setting up of a financialmanagement reporting structure (WBS+cost codes for FABS countries)including budgets and commitments

Produces a cash flow forecast forproject/activity

Ability to produce a financial plan tosupport programme of activity fordept/country/region

Ability to cost activity, including costbenefit analysis where appropriate

Ability to construct pricing structures(e.g. pricing exams, course fees)

Use forecasting as a tool to identifypatterns/trends in expenditure/income


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Level 1


Level 2 Level 3


Monitoring andReporting

Understand how to access reportsand verify transactions posted tobudgets, where financial role permits

Knows how to create and maintainfinancial management informationrecords for projects/activity (showingbudget, actuals, commitments andforecast outturn)

Understands how to review thestatus of creditors and debtors andknow how to escalate problem itemsas appropriate

Has basic knowledge of BRMF toolfor monitoring and is aware of their

own role in this process

Understand how to access and processreports, including income andexpenditure statements and balance

sheetMonitor financial performance againsttargets and takes action to manageexceptions (e.g. over/underspend on aparticular budget)

Monitor creditors and debtors and reportexceptions at BRMF meetings asappropriate

Takes lead responsibility for monitoringand reporting at departmental/country/regional level

Able to analyse and interpret complexfinancial data in order to makeappropriaterecommendations/proposals tobusiness plans/projects

Reports directly and appropriately withinternal and external stakeholders onfinancial matters

Receipts Process:

Invoiced and non-invoiced

Knowledge of customer master data -process plus content and datastandards

Ability to run debtor reports or knowwhere to access them and identifydebtor position e.g. check if amountsare overdue

Awareness of the concept ofreconciliation and ability to prepare a

statement of expected income whererequired

Knowledge plus application of bad debtpolicy and process

Checks and approves reconciliation ofreceipts to cash banked (whererequired)

Lead on any bad debt applications forwrite off

Takes responsibility for ensuringreconciliation of receipts to cashbanked are completed where required

Payment Process Knowledge of the procedures forsetting up vendors on the corporatesystem (SAP)

Awareness of payment systemprocess and document standards,including travel and expenses, orwhere to locate the information

Knowledge of, and manages, the risksassociated with setting up of vendors

Ensures payments are processedcorrectly and creditors are effectivelymanaged

Ensure that resources are in place,roles and responsibilities are clearlydefined and allocated and that there iscompliance with corporate standards,to enable the payment process to runefficiently and effectively


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Level 1


Level 2 Level 3


Impact of financialtransactions onBC statutory

reporting plusother reportingobligations

Has a basic awareness of howtransactions impact on corporateaccounts

Awareness of statutory and internalmanagement principles andpractices, including accruals, andwhere to locate guidance e.g.Essential Finance

Ability to correct accounting entriesand to cross charge betweenbusiness activities or provide relevantinformation for the journal to beraised.

Understands how transactions impacton the corporate accounts

Understand internal management

principles and practices, includingaccruals, in the recording of transactions

Demonstrates an understanding of thewider environment in which theorganisation is operating and the

impact this has on financialtransactions, e.g. devaluation

Takes lead responsibility for ensuringthat transactions are properly recordedin the accounts


1. Finance2. Contract Management


1. Analytical Thinking

2. Holding People Accountable


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Generic Skills Human Resource Management


Human Resource Management

Definition

HR management is about managing and coaching staff to ensure effective and innovative corporate/business delivery. It is about defining thestructure, numbers and skills in teams, setting challenging and realistic objectives for staff and ensuring they are both effectively developed andperformance managed in line with our policies and legislation. The aim is to achieve or exceed corporate/business objectives by ensuring staff feelmotivated and confident about working creatively in a supportive and inspiring culture that is in line with our values and EO and Diversity.


Resourcing:

Establishing and maintainingappropriate structure, numbersand skills in teams (staffingprofile) to enable the businessto meet its goals and objectives

Understanding of the business

objectives and goals of theteam/department/country/region;being clear about own role andthe roles of others, and how thiseffects the staffing needs andprofile

Awareness of the relevant HRpolicies and procedures andknowledge of where to obtainguidance on them

Awareness of the British CouncilsEO & Diversity policy

Contributes to the development of

the staffing profile for theteam/dept/country/region in linewith the business/country/regionalplan

Good knowledge of BCrecruitment and selection policiesand processes

Ensures an equal balance in thedistribution of work within theteam/dept/region

Ensures EO & Diversity policiesand procedures are considered inwork planning and distribution

Knowledge of the different staffingcontracts used locally.

Knows where and when to seekadvice on local legislation.

Advocates appropriate changes tothe personnel profile as required

to maintain efficiency

Assesses and makes judgements on

the correct staffing profile to deliverthe business objectives/goals and anunderstanding of any associatedrisks

Leads recruitment exercises,adhering to HR policies. Ensuresothers are trained in this area.

Ensures staff are employed in linewith Council policies and incompliance with local legislation.


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1. HR Job family


1. Holding people accountable

2. Leading and developing others

3. Professional confidence

4. Intercultural competence


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Generic Skills Marketing and Customer Service


Marketing and Customer Service

Definition

Putting customers (people whom we engage with internally or externally e.g. colleagues, clients etc.) at the centre of delivering focussedproducts and services at the right time, in the right place and in an appropriate way.

Area of Responsibility Level 1 Level 2 Level 3Understanding the BritishCouncil and its values

Understands the British Counciland works within the values

- Who we are

- Why we are here

- What we want to achieve

Ensures new colleaguesunderstand and apply BritishCouncil Values

Positively influences all customersabout British Council in a mannerthat encourages them to engagewith the organisation

Takes responsibility for championingthe brand and ensuring that brandvalues are embedded in allprogrammes, projects, products andservices

Understanding potentialmarkets/customers

Provides input into basicadministration of market research

Recognises potential customersand actively promotes BritishCouncil products and services tothem

Understands the importance ofmarket research and the benefitsit provides

Supports the development ofproducts, services, projects andactivities for agreed target groups

Applies customer/market intelligencein formulating strategy

Takes responsibility for shapingresponse to the needs of keysegment groups to achieve businessbenefits

Understanding customerneeds

Is able to gather required customerand market information

Applies knowledge of DataProtection and Freedom ofInformation standards

Establishes systems to collectand analyse customer and market

information

Commissions, scopes and co-ordinates appropriate customer and

market research


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Responding to customerneeds

Controls the interaction with thecustomer. Listens effectively anduses questioning skills to clarifycustomer needs

Delivers excellent service at allpoints of contact

Plans and supports a serviceapproach that balances apersonalised delivery withbusiness needs.

Investigates service delivery andprovides solutions to anyproblems/issues.

Shapes and leads on MCS strategythrough applying:

knowledge of the externalenvironment (political,sociological, economic,environmental, technological andlegal aspects);

interpreting market information;

having a comprehensive

understanding of the nature,

profile and demands of customers

Leverages and exploits available

resources to better meet customer

needs and expectations.

Building strong relationshipswhich add value to theUnited Kingdom

Uses strong interpersonal skills tobuild effective rapport withcustomers

Uses systems to accuratelymanage customer information

Ensures staff have sufficientmarketing/customer service skills

Uses knowledge of best practice incustomer relationship managementto make strategic decisions.

Obtaining and evaluatingfeedback Actively and systematically collectsfeedback and data through avariety of means

Analyses and evaluates actualcustomer experience againstexpectations using feedback,benchmarking and managementinformation.

Feeds management informationinto continuous customer serviceimprovement.

Makes strategic decisions on productand service development, balancingcustomers needs and expectationswith organisational priorities,objectives and resources.

Promotes by example a culture ofcontinuous improvement.

Links to Job Families1. Marketing and communications

Links to Behavioural Competencies1. Customer service orientation2. Relationship building for Influence3. Inter-cultural competence4. Self awareness5. Analytical thinking6. Working strategically


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Tendering andprocurement

Application of tenderingprocess (competitive andsingle source) to winbusiness; procurement ofgoods, services, internal/external resources to supportproject delivery

Understands basic contractingterminology and uses this

appropriatelyHas basic understanding oftendering and procurementprocedures

Supports the procurement andmanagement of: project goodsand services, and internalresources.

Leads in developing, negotiating andmanaging pre-contract agreements,

contracts and Service LevelAgreements with individuals,departments and organisations.

Designs appropriate tenderdocuments. Manages theprocurement process to internal andexternal client standards for specificprojects.

Leads on the identification,procurement and management ofgoods, services, and internal/external resources (includingconsultants, partners and suppliers).

Manages the tendering process tocorporate and external standards

across a portfolio of projects.Negotiates and manages strategicpartnerships which enhance BCsreputation.

Is responsible for and manages theprocurement process to secureinternal and external resources tocorporate and external standardsacross a portfolio of projects

Managing risk Demonstrates an understandingof project risks and operatingcontext, and adjusts planningaccordingly during

implementation.

Undertakes business riskidentification (technical and financial)and analysis for specific initiatives.Uses this to inform approach and

manage risk.

Responsible for risk andopportunity identification andbusiness assurance across aportfolio of projects.

BRMF Process Owner for projectrelated areas (as appropriate).


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Monitoring, evaluation andreporting

Understands basic monitoring andevaluation tools and processes.

Contributes to the development ofmonitoring plans and takes part inmonitoring.

Contributes to project closure,including systems closure.

Supports project reporting bycollating managementinformation.

Contributes to the collection ofinformation for lessons learnt.

Agrees monitoring and evaluationcriteria and plans with internal and

external clients/partners/stakeholders at project pre-implementation.

Manages the delivery of monitoringplans and takes action to ensureprojects are delivered to time, qualityand cost targets.

Communicates outputs and targets.

Takes the lead for specific projectson the management ofproject/contract closure and financialand technical reporting to internaland client/partner/ stakeholderstandards and needs.

Communicates the findings fromproject impact evaluation, capturesand disseminates lessons learnt.

Acts as internal consultant tomonitoring and evaluation design

and delivery.Manages and monitors projectdelivery across a portfolio ofprojects to meet corporate strategyand business target requirements.

Takes the lead for highly complexor business critical projects on themanagement of project/contractclosure and financial and technical

reporting to internal andclient/partner/ stakeholderstandards and needs.

Applies the results from projectimpact evaluations to strategicbusiness development, leading toperformance improvements.

Business and systemprocesses

Operates within corporateguidance and standards forproject implementation on FABS,manages expenditure and incometo plan.

Ensures compliance with corporatestandards and guidance for projectimplementation, including on FABS.

Contributes to the development ofbest practice for the use of FABS inproject delivery corporately.


1. Contract Management

Links to Generic Skills

1. Human Resource Management

2. Financial Planning and Management3. Business Management and Development


1. Achievement

2. Analytical thinking3. Leading and developing others4. Relationship building for influence5. Holding people accountable

morocco generic skills pack job 2011

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