pakistan careers generic skills dictionary

8/11/2019 Pakistan Careers Generic Skills Dictionary

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Generic Skills Dictionary and Guidance

Using generic skills in job applications

The generic skills dictionary contains a lot of information on the different skills components. It would not be practical for you to include all of thisdetail in your application. However, you can use the detail contained within the levels as indicators.

Here are some examples:

Human resources management - level 3

Took lead on closure of a regional office and redeployment of 1 staff within ! month period

"ssessed risks of closure on impact of existing staff # in regional office and in main office.

$ooked at staff profile in main operation to analyse how redeployment would impact on delivery of business ob%ectives.

&hecked H' policies and local legislation to ensure compliance and checked what options available for supporting staff through change

Held one to one discussions with staff on changes and explored development needs as part of process.

(nsured other staff involved in closure from main operation were aware and appropriately trained in H' issues relating to closure

)utcome # * staff redeployed successfully to main office with minimum disruption to business ob%ectives. +taff time was used moreeffectively. (xams and $& customers increased as result. - staff helped to find %obs through coaching on applications and outplacementservices. & protected /potential risk to reputation and status0 through ensuring local labour law and H' issues taken into account.

Project and contract delivery - level 2

Two year premises pro%ect needing security upgrades.

Had to plan and monitor against & standards

Invited security advisor to premises to work with small pro%ect team

Identified and managed risks # high rents, location, customer experience

"ssigned roles through team discussions

&ommunicated with clients partners stakeholders to ensure them that it would be business as usual during pro%ect and inform them of

enhanced service post#pro%ect

T e United !ingdom"s international organisation #or educational opportunities and cultural relations$ 2e are registered in (ngland as a charity.


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+et out 3"4TT charts for se5uencing and identified critical paths to minimise disruption to the customers.

6onitored 5uality through regular fortnightly meetings to look at issues.

&ompleted on time and to budget with minimum disruption. 7eedback from customers and staff has been positive.

%inancial planning and management - level 3& monitoring and reporting

6anage central budget for 8 programme. 7unds for specific pro%ects ring fenced to support strategic departmental ob%ectives

9 pro%ects not taken place so needed to shift under#spend into other existing pro%ects

8sed departmental database to check pro%ects in pipeline and held discussions with pro%ect manager on viability of pro%ect and financialimplications

8sed 7" + drilling down and month end reports to realign funds

(stablished clearly defined areas of expenditure and ad%usted to 7 + planning deadlines

)utcome # budget now moved from a 9 k under#spend to coming in on target. 6ovement of funds has also resulted in more events beingable to run for one pro%ect, reaching more people and exceeding targets outlined in plan.

age - of --


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'usiness (anagement and DevelopmentDe#inition

The ability to develop, sustain and grow the business in line with corporate strategic priorities for income and impact: to formulate business

strategy, to understand crucial business drivers, both internal and external, and assess various business development options and interrogatemanagement information. (ffective management of resources across the business.

)rea o#*esponsibility

+evel , +evel 2 +evel 3

(arket analysisand businessintelligence

8nderstands the importance ofmarket analysis and is aware ofmarket trends, including competitoractivity.

&ollects and uses relevant

5uantitative and 5ualitative data onthe target audience or market.

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

(stablishes and implements systemsto collect, analyse and disseminatemarket information.

Identifies and understands marketsegments, applies this knowledge in

anticipating and meetingclient customerpartner needs andgenerates a creative and successfuloffer in response.

6onitors market trends and potentialopportunities.

'ecognises the need for market intelligenceand is responsible for the design of marketresearch.

8nderstands and uses market intelligencee.g. market gaps and competitor position in

the development of new sources of incomegeneration and commissioning of newproducts and services which achieve theincome and impact re5uired.

"ssesses and makes %udgements on marketintelligence either to expand businessopportunities, commission newproducts services or to decommissionexisting work.

'usinessstrategy

8nderstands how new activitiessupport achievement of corporate

outputs.(nsures that activity is in line withtechnical and financial businessob%ectives.

6akes a measurable contribution tothe development of business strategy

and value for money indicators.ositions the business for now andthe future by identifying innovativesolutions to achieve impact andrevenue targets.

8nderstands negotiation tools andtechni5ues and can apply these tosupport the achievement of businessob%ectives.

(stablishes business strategy and leads therealisation of dual#key plans.

$eads on the design of innovative businessdevelopment approaches and theassessment of delivery mix to achievemaximum impact and income for the & andclients customers stakeholders partners.

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

age 9 of --


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Product andservicedevelopment

commissioning

8nderstands the need to developand or commission new products,services and solutions that supportthe delivery of corporate ob%ectivesand meet stakeholder andcustomer needs.

;evelops, through recognisedplanning processes, new pro%ectsand services with an understandingof which approaches will work in localcontext and of how it will facilitateachievement of corporate outputs.

8nderstanding of and the ability tomanage commissioning andtendering processes.

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

'ecognises and manages either gaps in the

product service portfolio or opportunities fornew products and services.

'esponsible for identifying, designing andsecuring appropriate competitively tenderedpro%ects.

(anaging *isk ;emonstrates an understanding ofbusiness risk and can identifywhere risks may originate from.

8ndertakes business riskidentification and analysis for specificinitiatives in line with '67. 8sesthis to inform approach and managerisk.

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

&omplies with usiness 'isk 6anagement7ramework responsibilities /if identified as a6'7 rocess )wner0.

(anagingrelations ips.it customers/clients andstake olders

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

&ommunicates consistently andeffectively with stakeholders andresponds to changingcircumstances in order to enhancebrand and reputation.

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

eeps abreast of operating context.8ses 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.

6anages complex or strategically importantclient stakeholder partner relationships, whichachieve significant impact for the &ouncil.

"nticipates changing circumstances andbarriers to stakeholder engagement andtakes action to minimise these.

*esourcemanagement #orbusinessdevelopmentandimplementation$

.

8nderstands 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.

+upports procurement and

4egotiates 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.

8nderstands how to use and

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

8ses the commissioning process to alignresources with priorities.

;evelops effective resource managementstrategies and policies for a portfolio of work

and monitors their implementation.

age < of --


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negotiation processes. communicate managementinformation.

Identification and management of

resource risks including anticipatingchanging circumstances andmediating between conflicting needsand expectations.

(onitoring and0valuation

8nderstands the importance ofevaluation. Is thorough in thecollection and communication ofevaluation data.

+upports the achievement oftargets and monitors owncontribution towards these.

uilds monitoring and evaluation intothe business strategy.

3rounds evaluation in externalmarket context and ad%ustsmeasurement to provide clearevidence of effectiveness.

+tudies 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.

"grees measurable and challenging targetsfor individual initiatives and managesprogress towards these.

"bility to understand and interpret the resultsand leads on the discussion anddissemination of the results.

+inks to 1ob %amilies

1. Human 'esources.

-. &ontract 6anagement.

9. (nglish.

+inks to 'e avioural ompetencies

1. "chievement.

-. "nalytical thinking.

9. (ntrepreneurship.


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8/22

)rea o# *esponsibility +evel , +evel 2 +evel 3

8nderstanding tools andmedia

&hooses between basiccommunication methods dependingon context

Is aware of and understands how to usea wide range and the right combinationof communication tools as appropriate

8nderstands the impact of different tools

(valuate effectiveness ofcommunications

"ble to plan and manage multi#media communications programme

"ssesses potential of new andexisting communicationstools media

;evelops new and existingcommunications tools and media

nowledge +haring asses on information proactivelyand in a timely manner

7inds out where knowledge andinformation are held

Is aware of ritish &ouncilknowledge sharing practices andtools

8nderstands the importance ofappropriate knowledge sharingIs aware of and applies ritish&ouncil 'ecords standards andguidelines

8nderstands and applies dataprotection principles

;emonstrates commitment to sharinginformation and knowledge withcolleagues throughout the organisation

"ble to build appropriate networks

(ncourages others to share informationand knowledge with one another.

"ble to create knowledge sharingstrategy for pro%ect business

+inks to 1ob %amilies1. 6arketing and &ommunications

-. 2eb, nowledge and Information 6anagement

+inks to 'e avioural ompetencies 1. "nalytical thinking

-. &ustomer service orientation9. 7lexibility

. rofessional &onfidence

?. 'elationship# uilding for Influence

*. +elf#"wareness

!. Teamworking

1 . 2orking +trategically

age * of --


9/22

omputer skills

De#inition

To understand and use the ritish &ouncil@s 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



Using utlook

In line withdisabilitylegislation /e.g.reasonablead%ustments being

made if needed0

&reate, send, forward and reply to emails

+end, open and save attachments

+et up out#of#office assistant messages

"ble to recall email messages sent inerror

;elete unwanted items

+et up respond to meeting re5uestsusing &alendar

8se and search the global address listincluding distribution lists and publicfolders

'ecognise + "6 and phishing attempts/e.g. scamsC chain letters0

8nderstands and complies with IT securitystandards

8se voting buttons on emails sent andreceived

6anage distribution lists

6anage own appointments and setreminders using the &alendar function.

+et up own &alendar to allow at least read#only access to &alendar to a suitable set ofcolleagues.&heck for colleague@s availability using&alendar.

&hange views /reading pane, sorting,calendar, etc0

8se tracking facilities

'estore deleted items

&reate, organiDe and manage messagefolders

&reate and maintain contacts

"dd and remove toolbars

8se tracking facilities and expiry dateson email

&reate assign tasks and monitor taskprogression

now how to use outlook for emailmerging

(ffectively use )utlook to manage andfile emails including writing email rulesand managing alerts

"pply and create categories to organiseitems

age ! of --


10/22



Using 4ord

In line withdisabilitylegislation /e.g.reasonablead%ustments beingmade if needed0

Identify, open, create and print 2ord files

e aware of and use templates

8se basic character and paragraph

formatting /e.g. bold, bullets etc.0 andstyles

8tilise spelling and grammar checkingtools

&hange margins and paper orientation

Insert images and symbols

&hange document views and modifydocument options

8se and modify document properties

+ave, copy, rename, search, move and

delete files8nderstands and complies with IT securitystandards

&reate, modify and format standard tablesand borders

8nderstand the principle of styles and howto modify them

&reate and modify drawing ob%ects anddiagrams /e.g. text boxes0

erform basic mail#merge facilities /within2ord0

8se hyperlinks and bookmarks

7ormat and manipulate images in relationto text

8se automatic numbering facilities.

8pdate a Table of &ontents

Track and manage changes during editingand reviewing


erform complex mail merges /2ordinto other applications0

&reate document templates using styles

&reate and format complex diagramsand graphics

Insert bookmarks, Table of &ontents,footnotes and endnotes

8nderstand and use section and pagebreaks

&reate manipulate outlines styles fornumbering and bullets

&reate amend complex documentsusing several levels of headings andsub#headings and handling indexes,tables and a cross#reference system asappropriate

"wareness of file siDe and knowledge ofhow to use file compression

Using 05cel


8nderstand and apply basic concepts andterms used in (xcel including thedifference between cells containing dataand formulae

&reate, format, modify, sort, print anddelete simple spreadsheets

7ormat spreadsheets using text colour,shading, borders

+ave, copy, rename, search, move anddelete files

8nderstands and complies with IT securitystandards

&reate and format graphs and charts

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

&reate formulas using simple mathematicaloperators and functions

7reeDe, lock, hide spreadsheet ranges andformat for printing

Import and export data to other applications


Troubleshoot problems

+ummarise data using pivot tables

$ink spreadsheets to other files andapplications including formulas acrossmultiple sheets

2rite and modify macros

8nderstand and apply statistical analysisfor creating complex formulae

&alculate using more complex formulae/e.g. I7 "4; )'0

Track and manage changes on sharedworkbooks

&reate and manage scenarios and Ewhatif@ data tables


age 1 of --


11/22



Using Databases


8nderstand and apply basic databaseconcepts /e.g. navigate records0

erform simple database 5ueries toextract or select records from thedatabase according to specified criteria

roduce reports from tables and 5ueries

'etrieve and search for information usingstandard reports

erform more advanced 5ueries using thebuilt#in 5uery tool to search data andproduce reports

Identify areas for improvement for usewith existing databases

now how to commission databasedevelopment according to businessre5uirements

UsingPo.erPoint

In line withdisabilitylegislation /e.g.reasonablead%ustments being

made if needed0

$oad and run ower oint presentations

&reate and format basic presentationsusing pre#defined slide layouts

Insert basic graphics /e.g. clipart0

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

8se a data pro%ector for presentations

+ave, copy, rename, search, move anddelete files

"pply various slide show animated effects

&reate, edit 6aster slide templates

&reate a new template from scratch

&reate images and charts within /andbetween0 presentations

;emonstrate confidence in using the slide

master, handout master and notes masterImport and embed data from otherapplications including 2ord and (xceltables and hyperlinks


"dd audio#visual information topresentations including video clips

&reate animated text and graphic effects

now how to store ower ointpresentations on the web.

8se the ower oint presentation featureto reduce large file siDe presentations


Using 6nternet05plorer


now the difference between internal/Intranet0 and external /Internet0 sites

8nderstand basic concepts and termsassociated with using the Internet in linewith general IT security standards

8se search engine tools to locateinformation of interest

"ble to bookmark and print web pages

"ble to add and organise favourites

e able to listen to or watch podcasts

"ble to access and use the ritish &ouncilintranet site

8nderstands and complies with ritish&ouncil security standards

'efine searches using advanced searchingmechanisms

(valuate search results, assessingauthority, authenticity, currency of websitecontent

8nderstand copyright issues relating tousing web material

+ave a web page as a file


8se web casts /e.g. webinar0

&ommission and manage Internet pagesand podcasts

&reate and use blogs, wikis anddiscussion forums

8se )btree to create ritish &ouncil webpages

age 11 of --


12/22


13/22

%inancial Planning and (anagementDe#inition7inancial lanning and 6anagement 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.


+evel ,

T is level - .ill be e5pected toseek guidance #rom +2 and +3

+evel 2 +evel 3

)lt oug not speci#ically stated +3.ill provide guidance to +, and +2

*isk (anagement "wareness of corporate globalpolicies and processes in relation torisk management including thebusiness tool, usiness 'isk6anagement 7ramework / '670and know where to locate thisinformation

nowledge and experience ofcorporate global policies and processesin relation to risk /including '670 andhow these link todepartmental country regional level riskmanagement

"bility to identify and manage these

risks&ommunicates exceptions atdepartmental country regional level

$ead on the management of risk, byassigning roles and responsibilities,ensuring reviews take place and risksare managed at adepartmental country regional level

"bility to identify opportunities andmanage any financial risks associated

with themTakes responsibility for reportingexceptions to the appropriate seniormanagement forum

Planning and%orecasting

"wareness of & planning cycle anddeadlines and where to locate thisinformation

8nderstanding of process to set upand maximise benefits of an effectivemanagement reporting structure/2 + G cost codes0 includingbudgets and commitments

Has basic knowledge of the conceptof cashflow /movement of money inand out of the organisation0 andprovides the relevant financialinformation to budget holder as partof the cash flow forecasting exercise

nowledge and application of &planning cycle plus policies, processes/7 +0 and timetables

&ontributes to departmentalcountry regional financial plan

8ses systems to accurately cost a

pro%ect activity+upervises the setting up of a financialmanagement reporting structure /2 +Gcost codes for 7" + countries0including budgets and commitments

roduces a cash flow forecast forpro%ect activity

"bility to produce a financial plan tosupport programme of activity fordept country region

"bility to cost activity, including costbenefit analysis where appropriate

"bility to construct pricing structures

/e.g. pricing exams, course fees08se forecasting as a tool to identifypatterns trends in expenditure income

(onitoring and*eporting

8nderstand how to access reportsand verify transactions posted tobudgets, where financial role permits

nows how to create and maintainfinancial management information

8nderstand how to access and processreports, including income andexpenditure statements and balancesheet

6onitor financial performance against

Takes lead responsibility for monitoringand reporting at departmental countryregional level

"ble to analyse and interpret complexfinancial data in order to make

age 19 of --


14/22


+evel ,


+evel 2 +evel 3


records for pro%ects activity /showingbudget, actuals, commitments and

forecast outturn08nderstands how to review thestatus of creditors and debtors andknow how to escalate problem itemsas appropriate

Has basic knowledge of '67 toolfor monitoring and is aware of theirown role in this process

targets and takes action to manageexceptions /e.g. over underspend on a

particular budget06onitor creditors and debtors and reportexceptions at '67 meetings asappropriate

appropriaterecommendationsproposals to

business plans pro%ects'eports directly and appropriately withinternal and external stakeholders onfinancial matters

*eceipts Process&

6nvoiced and non-

invoiced

nowledge of customer master data #process plus content and datastandards

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

"wareness of the concept ofreconciliation and ability to prepare astatement of expected income wherere5uired

nowledge plus application of bad debtpolicy and process

&hecks and approves reconciliation ofreceipts to cash banked /wherere5uired0

$ead on any bad debt applications forwrite off

Takes responsibility for ensuringreconciliation of receipts to cashbanked are completed where re5uired

Payment Process nowledge of the procedures forsetting up vendors on the corporate

system /+" 0 "wareness of payment systemprocess and document standards,including travel and expenses, orwhere to locate the information

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

(nsures payments are processedcorrectly and creditors are effectivelymanaged

(nsure that resources are in place,roles and responsibilities are clearly

defined and allocated and that there iscompliance with corporate standards,to enable the payment process to runefficiently and effectively

6mpact o# #inancialtransactions on' statutoryreporting plusot er reportingobligations

Has a basic awareness of howtransactions impact on corporateaccounts

"wareness of statutory and internalmanagement principles and

8nderstands how transactions impacton the corporate accounts

8nderstand internal management

principles and practices, includingaccruals, in the recording of transactions

;emonstrates an understanding of thewider environment in which theorganisation is operating and theimpact this has on financialtransactions, e.g. devaluation

age 1< of --


15/22


+evel ,


+evel 2 +evel 3


practices, including accruals, andwhere to locate guidance e.g.

(ssential 7inance "bility to correct accounting entriesand to cross charge betweenbusiness activities or provide relevantinformation for the %ournal to beraised.

Takes lead responsibility for ensuringthat transactions are properly recorded

in the accounts

+inks to 1ob %amilies


16/22

Human *esource (anagement

De#initionH' 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 ob%ectives 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 ob%ectives by ensuring staff feelmotivated and confident about working creatively in a supportive and inspiring culture that is in line with our values and () and ;iversity.


*esourcing&

0stablis ing and maintainingappropriate structure/ numbersand skills in teams 7sta##ingpro#ile8 to enable t e business

to meet its goals and objectives

8nderstanding of the businessob%ectives and goals of theteam department country regionCbeing clear about own role andthe roles of others, and how this

effects the staffing needs andprofile

"wareness of the relevant H'policies and procedures andknowledge of where to obtainguidance on them

"wareness of the ritish &ouncil@s() ;iversity policy

&ontributes to the development of the staffing profile for theteam dept country region in linewith the business countryregionalplan

3ood knowledge of &recruitment and selection policiesand processes

(nsures an e5ual balance in thedistribution of work within theteam dept region

(nsures () ;iversity policiesand procedures are considered inwork planning and distribution

nowledge of the different staffingcontracts used locally.

nows where and when to seekadvice on local legislation.

"dvocates appropriate changes tothe personnel profile as re5uiredto maintain efficiency

"ssesses and makes %udgements onthe correct staffing profile to deliverthe business ob%ectives goals and anunderstanding of any associatedrisks

$eads recruitment exercises,adhering to H' policies. (nsuresothers are trained in this area.

(nsures staff are employed in linewith &ouncil policies and incompliance with local legislation.

People and per#ormance&

0n ancing business outputs byenabling sta## to per#orm att eir optimal level

"wareness and understanding ofthe performance managementcycle and active engagement inthe process

8ses erformance 6anagementtools to induct, manage, developand evaluate staff performance

2orking knowledge of H' policies

(ngagement and promotion ofperformance management system toensure best practice

Takes a lead in developing theage 1> of --


17/22


3ives and receives feedbackinforming own and others@performance

"wareness of the relevant H' andhealth safety policies andprocedures that affect people andperformance

and procedures relating to themanagement of staff

capacity of others to apply &ouncilstandards in key H' areas such asrecruitment, induction, performancemanagement, () and ;iversity.

(nsures Health +afety guidelinesare adhered to, to mitigate risk withinthe business

"cts on feedback from the +taff+urvey, to enhance own and staffperformance and motivation

(nsures staff terms and conditions of service are reviewed regularly andare in line with H' policies and locallegislation

Development&

0nabling sta## to ac9uire anddevelop t e skills to ma5imiset eir potential and per#ormance

"wareness of the developmentopportunities available within theorganisation for both individualand business growth

Takes responsibility for selfdevelopment and career planning

&onsistent approach to staffdevelopment through the use ofcoaching and mentoring

"nalyse skills needs re5uirementsand identifying potential gaps

8nderstands role as a facilitator of others, and the importance ofappropriate delegation

nowledge of the different types

of learning and developmentopportunities andacknowledgement of the diverselearning working styles of staff

&ontributes to the production of thedevelopment strategy and budget

"nalyses the long term training anddevelopment /T ;0 needs in line withcurrent and future businesstargets goals re5uirements

(nsures that others in the team aretrained in H' management /whereappropriate0, and are clear abouttheir role and responsibility in relationto the management of others

+eeks staff feedback on analysesand T ; planning processes./thoroughness, fairness, access,diversity0

+inks to 1ob %amilies>. H' Bob family

+inks to 'e avioural ompetencies

1. rofessional confidence

age 1? of --


18/22

1?. Intercultural competence

(arketing and ustomer Service

De#inition

utting customers /people whom we engage with internally or externally e.g. colleagues, clients etc.0 at the centre of delivering focussedproducts and services at the right time, in the right place and in an appropriate way.


8nderstanding the ritish&ouncil and its values

8nderstands the ritish &ounciland works within the values

# 2ho we are

# 2hy we are here

# 2hat we want to achieve

(nsures new colleaguesunderstand and apply ritish&ouncil Aalues

ositively influences all customersabout ritish &ouncil in a mannerthat encourages them to engagewith the organisation

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

8nderstanding potentialmarkets customers

rovides input into basicadministration of market research

'ecognises potential customersand actively promotes ritish&ouncil products and services tothem

8nderstands the importance ofmarket research and the benefitsit provides

+upports the development ofproducts, services, pro%ects andactivities for agreed target groups

"pplies customer market intelligencein formulating strategy

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

8nderstanding customerneeds

Is able to gather re5uired customer and market information

"pplies knowledge of ;atarotection and 7reedom ofInformation standards

(stablishes systems to collect andanalyse customer and marketinformation

&ommissions, scopes and co#ordinates appropriate customer andmarket research

age 1* of --


19/22

)rea o# *esponsibility +evel , +evel 2 +evel 3'esponding to customerneeds

&ontrols the interaction with thecustomer. $istens effectively anduses 5uestioning skills to clarifycustomer needs

;elivers excellent service at allpoints of contact

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

Investigates service delivery andprovides solutions to anyproblems issues.

+hapes and leads on 6&+ strategythrough applying: knowledge of the external

environment /political,sociological, economic,environmental, technological andlegal aspects0C

interpreting market informationC

having a comprehensiveunderstanding of the nature,profile and demands of customers

$everages and exploits availableresources to better meet customerneeds and expectations.

uilding strong relationshipswhich add value to the8nited ingdom

8ses strong interpersonal skills tobuild effective rapport withcustomers

8ses systems to accuratelymanage customer information(nsures staff have sufficientmarketing customer service skills

8ses knowledge of best practice incustomer relationship managementto make strategic decisions.

)btaining and evaluatingfeedback

"ctively and systematically collectsfeedback and data through avariety of means

"nalyses and evaluates actualcustomer experience againstexpectations using feedback,benchmarking and managementinformation.

7eeds management informationinto continuous customer serviceimprovement.

6akes strategic decisions on productand service development, balancingcustomers@ needs and expectationswith organisational priorities,ob%ectives and resources.

romotes by example a culture ofcontinuous improvement.

+inks to 1ob %amilies?. 6arketing and communications

+inks to 'e avioural ompetencies1. &ustomer service orientation-. 'elationship building for Influence9. Inter#cultural competence


20/22

Project and ontract (anagement

De#inition ;elivering client and partnership funded pro%ects and contracts, and internally commissioned pro%ects, using the pro%ect cycle ofidentification and development, implementation and evaluation and reportingC understanding the context of pro%ects and contracts and theircontribution to ritish &ouncil purpose.


onte5t/ market andstake olders

8nderstanding the contextand market to identify anddevelop new pro%ectopportunities, and managingclients partners stakeholders

8nderstands pro%ect identificationprocesses and demonstratesability to contribute to these.

8ses effective approach tocommunicating with pro%ectstakeholders to maintainrelationships.

"pplies knowledge of organisationalpurpose, strategy and businesscontext to identify appropriate pro%ectopportunities, products and services,and partnerships, underpinned bydual#key planning.

6anages and developsclient partner stakeholder

relationships that support the deliveryof specific pro%ects

"ssesses and makes %udgementson pro%ect investments that achievemaximum impact against corporateoutputs and business targets.

'esponsible for identifying,managing and developing strategicrelationships with principal clients,partners and stakeholders.

Development and delivery 8nderstands processes fordeveloping proposals anddemonstrates ability to contributeto these

&ontributes to the developmentand implementation of pro%ectplans and schedules usingappropriate systems and tools.

8ndertakes assigned role/s0 inpro%ect delivery to internal andexternal client partner stakeholder satisfaction.

$eads the development authoringand 5uality review of pro%ectproposals to corporate standards andinternal external client re5uirements.

Takes lead responsibility for theimplementation of pro%ects atdifferent stages of the pro%ect cycle toensure delivery of pro%ect outputsand targets and manages change.

;esigns and manages logically inter#related input plans, costings,schedules and responsibilitymatrices, revenue forecasts and workbreakdown structures.

$eads the development of highlycomplex and business criticalpro%ect proposals using appropriatetools, business processes andsystem standards.

(nsures Efit@ between pro%ect leveloutputs and targets and theachievement of corporate outputs.

Takes lead responsibility forimplementation of highly complexand business critical pro%ects.

age - of --


21/22


22/22

pakistan careers generic skills dictionary

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