Competency Profiles. Administration. Right Talents, Right Results

Transcription

1 Competency Profiles Administration Chief Executive Officer Responsible to the Board of Directors for the overall performance and business direction of the company. Working either alone or in conjunction with the Board, establishes objectives, directs and manages the growth, development and ongoing business and financial management of the company. Corporate Services Manager Plans, organizes, directs, controls, and evaluates departments responsible for corporate governance and regulatory compliance, records management, security services, admissions and other administrative services. Also included under this header are managers responsible for departments involved in two or more of the following activities: finance, human resources, purchasing computer systems or administrative services. General Office Clerk Prepares correspondence, reports, statements, and other materials, operates office equipment, answers telephones and performs clerical duties of a general nature according to established procedures. Human Resources Manager Plans, directs, coordinates, and evaluates human resource management activities of an organization to maximize the strategic use of human resources and maintain functions such as recruitment, training and development, employee compensation, personnel policies, and regulatory compliance. Industrial Production Manager Plans, directs, coordinates, and evaluates the work activities and resources necessary for manufacturing products in accordance with cost, quality, and quantity specifications. Office Manager Oversees and implements administrative procedures, establishes work priorities and coordinates the acquisition of administrative services such as office space, supplies and security services. Project Administrator Responsible for the day to day administration of large on-going projects.

2 Purchasing Agent / Procurement Officer Purchases machinery, equipment, tools, parts, supplies, or services necessary for the operation of an establishment. Purchases raw or semi-finished materials for manufacturing. Building/Office Management Custodian Keeps buildings / offices in clean and orderly condition. Performs heavy cleaning duties, such as cleaning floors, shampooing rugs, washing walls and glass, and removing garbage. Duties may include tending furnace and boiler, performing routine maintenance activities, notifying management of need for repairs, and cleaning snow or debris from sidewalk. Custodian Supervisor Supervises work activities of janitorial personnel in commercial and industrial establishments. Assigns duties, inspects work, and investigates complaints regarding janitorial services and takes corrective action. May purchase janitorial supplies and equipment, take periodic inventories, screen applicants, train new employees, and recommend dismissals. Call Center/ Customer Service Call Center / Customer Service Supervisor Co-ordinates, assigns and reviews the work of clerks and agents. Monitors services provided and prepares and submits progress and other reports. Establishes work schedules and procedures, and trains workers in job duties and company policies. Resolves work-related problems, requisitions supplies, ensures smooth operation of computer systems and arranges for maintenance and repairs as necessary. Call Center Agent Answers enquiries and provides information regarding LPI s goods, services and policies. May also provide customer services such as receiving payments and processing requests for services. Customer Service Representative Interacts with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. May also provide customer services

3 such as receiving payments and processing requests for services. Computer Systems Administration Computer and Information Systems Manager Plans, directs, or coordinates the analysis, design, development, implementation, operation and administration of computer and telecommunications software, networks and information systems. Computer Support Specialist (Also called Help Desk Technician.) Provides technical assistance to computer system users. Answers questions or resolves computer problems for clients in person, via telephone or from a remote location. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, , and operating systems. Network Administrator Installs, configures, and supports an organization's local area network (LAN), wide area network (WAN), and Internet system or a segment of a network system. Maintains network hardware and software. Monitors network to ensure network availability to all system users and perform necessary maintenance to support network availability. May supervise other network support and client server specialists and plan, coordinate, and implement network security measures. May maintain company website and intranet site. Programmer / Analyst Writes, modifies, integrates and tests computer code for software applications, data processing applications, operating systems-level software and communications software. Management Consulting Management Consultant Provides services to management, such as analyzing the operations, managerial methods and functions of organizations, in order to propose, plan and implement improvements. Finance Accounting Clerk / Bookkeeper

4 Computes, classifies, and records numerical data to keep financial records complete. Performs any combination of routine calculating, posting, and verifying duties to obtain primary financial data for use in maintaining accounting records. May also check the accuracy of figures, calculations, and postings pertaining to business transactions recorded by other workers. Cashier Receives and disburses money in establishments other than financial institutions. Usually involves use of electronic scanners, cash registers, or related equipment. Often involved in processing credit or debit card transactions and validating checks. Controller Also called Treasurer or Chief Financial Officer. Plans, directs, and coordinates the financial activities of an organization at the highest level of management. Develops and implements financial systems and policies of establishment. Includes financial reserve officers. Payroll Clerk Compiles and posts employee time and payroll data. May compute employees' time worked, production, and commission. May compute and post wages and deductions. May prepare paychecks. May determine pay and benefits entitlements. Teller (CSR--Financial Services) Processes customers financial transactions and provides information on related banking products and services. Keeps records of money and negotiable instruments involved in a financial institution's various transactions. Sales and Marketing Marketing Manager Establishes distribution networks for products and services, initiates market research studies and analyzes their findings, assists in product development, plans, organizes, directs, controls and evaluates the marketing activities of the company. Retail Manager Directly supervises sales workers in a retail establishment or department. Duties may include management functions, such as purchasing, budgeting, accounting, and personnel work, in addition to supervisory duties. Retail Salesperson

5 Sells, rents, or leases merchandise, such as furniture, motor vehicles, appliances, or apparel in a retail establishment directly to consumers. Sales Manager Directs the actual distribution or movement of a product or service to the customer. Coordinates sales distribution by establishing sales territories, quotas, and goals and establishes training programs for sales representatives. Analyzes sales statistics gathered by staff to determine sales potential and inventory requirements and monitors the preferences of customers. Telemarketer Solicits orders for goods or services over the telephone.

6 Competency Dictionaries Competency Achievement Orientation HRSG Competencies Definition Focusing efforts on achieving high quality results consistent with the organization s standards. Adaptability Analytical Thinking Attention to Detail Client Focus Continuous Learning Creativity and Innovation Critical Judgment* Decision Making Developing Others* Impact and Influence* Initiative Interactive Communication Leading and Managing Change* Organizational Awareness* Adapting in order to work effectively in ambiguous or changing situations, and with diverse individuals and groups. Analyzing and synthesizing information to understand issues, identify options, and support sound decision making. The ability to be conscientious, consistent and thorough. Providing service excellence to internal and/or external clients. Identifying and addressing learning and developmental needs to enhance performance. Generating viable, new approaches and solutions. Evaluating ideas and information while referring to objective criteria to reach rational conclusion. Making decisions involving varied levels of risk and ambiguity. Fostering employee development by providing a supportive learning environment. Influencing and gaining others' support. Dealing with situations and issues proactively and persistently, seizing opportunities that arise. Listening to others and communicating articulately, fostering open communication. (Persons with hearing impairments may lip read or use sign language. Supporting, implementing and initiating change, while helping others deal with the transition. Understanding and using the workings, structure, climate and culture of the organization to achieve results.

7 Partnering Planning and Organizing Problem Solving Relationship Building Resilience Resource Management* Results Management* Risk Taking* Self-confidence Strategic Thinking* Stress Management Team Leadership* Teamwork Visioning and Alignment* Work Ethics and Values Writing Skills *Leadership Competencies Seeking and building alliances that further the organization's objectives. Developing, implementing, evaluating and adjusting plans to reach goals, while ensuring the optimal use of resources. Identifying problems and the solutions to them. Establishing, sustaining and fostering professional contacts to build, enhance and connect networks for work purposes. Remains energized and focused in the face of ambiguity, change or strenuous demands. Manages resources (financial, human, physical and information resources) to achieve planned goals. Organizes time, work and resources to accomplish objectives in the most effective and efficient way. Identifying, assessing and managing risk while striving to attain objectives. Demonstrating realistic trust in own abilities. Understands and processes complex information and exercises sound judgment, considering the situation, the issues, the key players, and levels of authority involved. Proposes course of action that further the objectives, priorities and vision of organization. Maintaining effectiveness in the face of stress. Assuming a leadership role in helping others achieve excellent results. Working collaboratively with others to achieve organizational goals. Supporting, promoting and ensuring alignment with the organization's vision and values. Demonstrating and supporting the organization's ethics and values. Communicating ideas and information in writing to ensure that information and messages are understood and have the desired impact.

8 FINANCIAL Competency Accounting and Reporting Auditing Financial Budgeting, Planning and Reporting Financial Policy Development, Interpretation and Application Financial Systems, Processes and Technology IT Competency Application Development/Support and Maintenance Architecture Business Analysis Database Design and Management Infrastructure/Platforms Job Specific Competencies Definition Understanding and applying accounting concepts and methodologies. Understanding and applying auditing concepts and methodologies. Providing advice and services on financial planning, budgeting, reporting and financial coding to ensure the optimal allocation of financial resources to objectives. Researching, developing and implementing policies and procedures that are client focused and are compliant with central agency requirements, including relevant legislation, policies, procedures and standards and generally accepted accounting principles. Designing, implementing and maintaining financial management and reporting systems and complementary financial and administrative business processes, to support the effective and judicious use of financial resources. Definition Knowledge and ability to design, define, construct, enhance, support and maintain application software on one or more platforms including web. Knowledge and ability to apply architecture theories, principles, concepts, practices, methodologies and frameworks. Knowledge and ability to apply the principles of business analysis in the planning, reengineering, and requirement gathering for business environments, operations, processes, and practices. Knowledge and ability to apply the methods, practices and policies that are used in the design and the management of databases. Knowledge and ability to support the enterprise computing infrastructure (e.g., enterprise servers, client server, storage devices and systems, hardware and software) in the provision, management, storage, operation, scheduling,

9 IT Procurement and Asset Management IT Project Management Security/Information and Application Protection Service Management Processes Telecommunications (Data and Voice) Network Testing support and maintenance of the infrastructure. Knowledge and ability to evaluate, negotiate, procure, track, manage IT assets including software licenses and computer leases. Knowledge and ability to apply formal project management principles and practices during the planning, implementation, monitoring and completion of projects, ensuring effective management of scope, resources, time, cost, quality, risk and communications. Knowledge and ability to ensure there are adequate technical and organizational safeguards to protect the continuity of IT infrastructure services by implementing IT security principles, methods, practices, policies and tools, including information and operations security, physical security, business continuity/disaster recovery planning, methods to deal with security breaches and security assessment in a technical environment. Knowledge and ability to implement the methods, practices and policies governing the design, development and use of the IT support processes designed to keep the IT environment functioning efficiently, effectively and securely. Knowledge and ability to implement the methods, practices and policies governing the design, analysis, development, management and use of the hardware and software used to transfer information such as data, voice, images and video. Knowledge and ability to perform testing of software and/or hardware using a systematic approach (i.e., the orderly progression of testing in which software elements, hardware elements or both are combined and tested until the entire system has been integrated).

10 SALES Competency Competitive Knowledge Industry Knowledge Product Knowledge Sales Process Territory Management MARKETING Competency Market Research & Analysis Marketing Strategy and Planning Product Development Pricing Channel Management Marketing Communications Measurement & Control Positioning & Branding Definition Using knowledge of competitors and their products and services to gain an organizational advantage. Understanding of how own organization fits into the industry, the industry as a whole and the links to related industries. Understanding the products and services provided. Understanding and applying organizational sales process effectively. Allocating resources appropriately to organization s sales area(s). Definition Collecting and analyzing relevant market data to inform the organization s marketing strategy. Market data includes customer, company, competitor, industry and stakeholder analyses. Establishes the marketing goals and objectives of the organization and identifies the strategy for achieving them. Using market information to guide the design and development of products/services/offerings. Using data and information to set price. Ensuring effective distribution of the product/service/offering through appropriate channels. Effectively communicating marketing messages to target markets. Measuring and controlling the performance of the marketing strategy for maximum return on investment. Establishing and maintaining the customer/client s value perception of the product/service/offering and organization.

11 Human Resources Competency Recruitment and Selection Learning and Development Organizational Development/Effectiveness Labour Relations HR Planning HRIS (Human Resources Information Systems) Compensation & Benefits Definition Providing advice and services related to the sourcing (advertising, job fairs etc), evaluation (determining and implementing selection criteria and strategy) and intake (i.e. negotiating offers) of appropriate talent to meet the organization s human resources needs. *Still in Development

12 Working collaboratively with others to achieve organizational goals. (Scale progression: increasingly proactive; greater scope) Level 1 Collaborates with others Level 2 Proactively assists and involves others Level 3 Fosters teamwork Shares all relevant information with others. Deals honestly and fairly with others, showing consideration and respect for individual differences. Does own fair share of the work. Seeks assistance from other team members, as needed. Assists other team members. Initiates collaboration with other team members. Assumes additional responsibilities to facilitate the achievement of team goals. Seeks input from other team members on matters that affect them. Ensures that all group members have an opportunity to contribute to group discussions. Helps build consensus among team members. Gives credit and acknowledges contributions and efforts of other team members. Makes outstanding efforts to help other team members. Fosters team spirit. Level 4 Coaches others/resolves conflicts Coaches others on teamwork skills to promote high team performance. Provides constructive feedback to fellow team members. Facilitates beneficial resolutions to conflict among team members. Level 5 Builds bridges between teams Facilitates collaboration across teams to achieve a common goal. Creates crossfunctional teams to solve problems. Breaks down barriers (structural, functional, cultural) between teams, facilitating the sharing of expertise and resources. Creates opportunities for groups to work together and get to know each other To further organizational objective. Promotes agendas that support the organization s broader goals.