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The British Council
Generic Skills Dictionary
External Version: 7 March 2007
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Contents
1. Introduction and explanation ofgeneric skills 3
2. Generic skills 5
(a) Business management and development 6(b)Communications 9(c)Computer skills 12(d)Financial planning and management 16(e)Human resource management 19(f) Marketing and customer service 21(g)Project and contract management 23
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1. Introduction and explanation ofgeneric skills
Introduction
The purpose of the British Council is to build mutually beneficial relationships between people in the UK and othercountries and to increase appreciation of the UKs ideas and achievements.
Everything we do must contribute to one or more of the following outcomes:
Improved perception of the UK in other countries
Greater mutual understanding between the UK and other countries
Stronger ties between the UK and other countries
The work of every British Council member of staff contributes in some way to the achievement of these outcomes, and it istherefore important that we all have a clear understanding of what our role is and what is expected of us.
To do this we use Job Descriptions which describe the aims and objectives of jobs and the organisational skills profile,which describes the important skills and competencies needed to do a specific job. One of the components we use is astandard set of 7 generic skills which are described in further detail in this dictionary. They are listed in alphabetical orderin Section 2 of this document and displayed across the page in following format:
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Areas of responsibility:breaks down the higher levelskill definition into componentparts with a more detaileddescription of what this wouldentail
Generic skill definition: thisdescribes in more detail whathe skill is about and what it
involves
Generic skill title
Shows links to other parts ofhe organisational skills
profile (e.g. behaviours)
Shows levels the increasing increments or complexity atwhich the skill can be demonstrated.
Level 1 - Describes someone who is learning the skill andwhen facing something new or unusual has to refer toprocedures, manuals or other team members for guidance
Level 2 - Describes someone who can cope with standardproblems/common situations, is competent at day todayapplication of the skill and is able to present concepts,information and solutions.
Level 3 - Describes someone who can cope withunusual/non-standard problems and issues, is aware ofalternative options and approaches to situations, can guideor advise others (seen as setting an example to others) inhis skill and is able to look ahead and anticipate (seen as arecognised expert and visionary in the field).
The British Councils recruitment policy requires candidates applying for jobs to provide evidence against thosecomponents of the organisational skills profile required for the job advertised. This dictionary provides guidance on themeaning of each of the generic skills and their levels.
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2. The Generic Skills
1. Business management and development
2. Communications
3. Computer skills
4. Financial planning and management
5. Human resource management
5. Marketing and customer service
6. Project and contract management
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Business Management & Development
Definition
The ability to develop, sustain and grow the business in line with corporate strategic priorities for income and impact: to formulate business strategy, to understandcrucial business drivers, both internal and external, and assess various business development options and interrogate management information. Effectivemanagement of resources across the business.
Area ofResponsibility
Level 1 Level 2 Level 3
Market analysisand businessintelligence
Understands the importance of marketanalysis and is aware of market trends,including competitor activity.
Collects and uses relevant quantitativeand qualitative data on the target
audience or market.Contributes to the identification andanalysis of needs for existing and newmarkets, clients, partners andcustomers.
Establishes and implements systems to collect,analyse and disseminate market information.
Identifies and understands market segments, appliesthis knowledge in anticipating and meetingclient/customer/partner needs and generates acreative and successful offer in response.Monitors market trends and potential opportunities.
Recognises the need for market intelligence andis responsible for the design of market research.
Understands and uses market intelligence e.g.market gaps and competitor position in thedevelopment of new sources of income
generation and commissioning of new productsand services which achieve the income andimpact required.
Assesses and makes judgements on marketintelligence either to expand businessopportunities, commission newproducts/services or to decommission existingwork.
Businessstrategy
Understands how new activitiessupport achievement of corporateoutputs.
Ensures that activity is in line withtechnical and financial businessobjectives.
Makes a measurable contribution to the developmentof business strategy and value for money indicators.
Positions the business for now and the future byidentifying innovative solutions to achieve impact andrevenue targets.
Understands negotiation tools and techniques and canapply these to support the achievement of businessobjectives.
Establishes business strategy and leads therealisation of dual-key plans.
Leads on the design of innovative businessdevelopment approaches and the assessment ofdelivery mix to achieve maximum impact andincome for the organisation and clients /customers / stakeholders / partners.
Leads on the development and implementationof negotiation strategies and partnershipagreements that lead to enhanced businessachievements.
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Area ofResponsibility
Level 1 Level 2 Level 3
Product andservicedevelopment/commissioning
Understands the need to developand/or commission new products,services and solutions that support thedelivery of corporate objectives andmeet stakeholder needs.
Develops, through recognised planning processes,new projects and services with an understanding ofwhich approaches will work in local context and of howit will facilitate achievement of corporate outputs.
Understanding of and the ability to manage
commissioning and tendering processes.
Takes the lead for product and servicedevelopment across a portfolio of services.
Recognises and manages either gaps in theproduct/service portfolio or opportunities for newproducts and services.
Responsible for identifying, designing andsecuring appropriate competitively tenderedprojects.
Managing Risk Demonstrates an understanding ofbusiness risk and can identify whererisks may originate from.
Undertakes business risk identification and analysis forspecific initiatives in line with business riskmanagement frameworks. Uses this to informapproach and manage risk.
Responsible for risk and opportunityidentification across the business andunderstands when a level of risk is acceptable.
Complies with Business Risk ManagementFramework responsibilities (if identified as aBMRF Process Owner).
Managingrelationships
with customers,clients andstakeholders
Collects and analyses client /stakeholder / partner feedback and
perceptions and identifies needs withinspecific area of work. Identifies barriersto service delivery and contributes totheir resolution.
Communicates consistently andeffectively with stakeholders andresponds to changing circumstances inorder to enhance brand and reputation.
Takes the lead role in managing the client andstakeholders for a specific activity.
Keeps abreast of operating context. Uses stakeholderanalysis, facilitation and problem solving approachesto resolve issues and remove barriers to effectiveservice delivery.
Identifies important relationships and developsstrategies to strengthen these within specific area ofwork.
Manages complex or strategically importantclient/stakeholder/partner relationships, which
achieve significant impact for the organisation.
Anticipates changing circumstances and barriersto stakeholder engagement and takes action tominimise these.
Resourcemanagement forbusinessdevelopmentandimplementation.
.
Understands and uses human,financial, IT and knowledge resourcesefficiently and effectively in order toachieve results.
Has strong sense of value for moneyand understands the importance ofdelivering within expenditure andincome budgets.
Supports procurement and negotiationprocesses.
Negotiates and manages the deployment of resourcesin efficient manner and in the context of a clearunderstanding of overall strategy.
Identifies and actively manages the development ofstaff skills that are needed when building newstrategies and business.
Understands how to use and communicatemanagement information.
Identification and management of resource risksincluding anticipating changing circumstances andmediating between conflicting needs and expectations.
Takes the lead and is responsible for theefficient use of all resources in order to achievecorporate outputs.
Uses the commissioning process to alignresources with priorities.
Develops effective resource managementstrategies and policies for a portfolio of work andmonitors their implementation.
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Area ofResponsibility
Level 1 Level 2 Level 3
Monitoring andEvaluation
Understands the importance ofevaluation. Is thorough in thecollection and communication ofevaluation data.
Supports the achievement of targets
and monitors own contribution towardsthese.
Builds monitoring and evaluation into the businessstrategy.
Grounds evaluation in external market context andadjusts measurement to provide clear evidence ofeffectiveness.
Studies evaluation data to see if new approaches havehad the desired impact, reflects on lessons learnedand communicates the results of valuation.
Identifies best practice, learning, new processesor ways of working that lead to costsavings/improved delivery beyond team level.
Agrees measurable and challenging targets forindividual initiatives and manages progress
towards these.Ability to understand and interpret the resultsand leads on the discussion and disseminationof the results.
Links to behavioural competencies
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 job families:
1. English
2. Information systems and technology (IST)
3. Marketing and communications
Links to other generic skills.
1. Human resource management.
2. Financial planning and management.
3. Project and contract management.
4. Marketing and customer service.
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Communications
Definition
Communications skills are what make us effective in sharing ideas, thoughts, information and feelings with diverse internal and external audiences, often in cross-cultural situations, in order to develop two-way understanding between the audience and the communicator.
Area ofResponsibility
Level 1 Level 2 Level 3
Reading and WritingSkills
Identifies the main points and ideas indifferent types of documents
Asks questions when he/she does notunderstand what he/she is reading or toclarify the issue
Understands how to use different kinds ofdocuments for different purposes (i.e.letters, memos, reports etc.)
Writes clearly, in a style suited to purposeand with the needs of the reader in mind
Makes sure information is well organisedand easy to use
Avoids jargon and explains acronyms andtechnical terms where the reader isunlikely to understand them
Avoids discriminatory language
Able to produce summaries of complexdocuments for a specific audience
Writes business documents clearly andeffectively using standard corporate formatswhere available (e.g. reports, PowerPoint,web, etc.)
Able to manage documents through severaldrafts with various contributors
Reports disagreement with sensitivity andeven-handedness
Understands and applies plain Englishguidelines
Makes perceptive comments on what he/sheis reading demonstrating an understanding ofthe authors reasoning and motivation
Writes and Quality Reviews strategicdocuments, policy papers and corporatereports
Writes for internal and external publication
Writes speeches clearly and appropriate tothe audience being addressed
Ability to assimilate long and complexdocuments quickly and effectively
Produces accurate and concise records ofmeetings.
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Area ofResponsibility
Level 1 Level 2 Level 3
Speaking and listeningskills
Contributes to discussions and paysattention to the timing and setting ofdiscussions
Is able to express non-complex ideas,thoughts and feelings
Gives feedback honestly andconstructively
Asks questions when he/she does notunderstand what is being said or to clarifythe issue
Listens attentively, uses appropriate toneof voice and is polite
Makes balanced and effective contribution indifficult situations e.g. conflicts between staffmembers
Communicates ideas clearly, effectively,persuasively to an individual or a group
Varies speaking style according to audienceStates different and/or critical opinionswithout causing offence
Is aware of his/her own and others bodylanguage
Contributes to meetings effectively to ensureall parties can respond and/or participate
Delivers presentations effectively
Acts as a sounding board for colleagues
Listens empathetically (paying attention towords, feelings and thoughts of the speaker,
and responding appropriately)
Motivates, encourages and inspiresindividuals and groups through appropriateuse of language and manner
Delivers presentations to internal andexternal audiences, and handles questionseffectively
Able to communicate directly andappropriately with senior externalstakeholders (e.g. at receptions,presentations etc)
Uses consultancy skills (listening,questioning, analysing issues, outliningoptions etc.) to enhance understanding andhelp others express and develop their ideas
Understandingpurpose
Judges when to communicate andunderstands the impact/consequences ofhis/her message on others
Ensures communications are appropriateto purpose and prepares for importantdiscussions
Has a basic understanding of the culturalenvironment in which he/she iscommunicating
Develops, implements and evaluates aneffective communication strategy and plan
Applies level 1 principles in complexcommunications to diverse audiences
Demonstrates an understanding of the widerenvironment (cultural, political, social etc.) inwhich he/she is communicating.
Plans and manages a communicationsprogramme to deliver corporate and businessobjectives
Takes calculated risks with communicationsin order to provoke a desired response
Understanding the
audience
Identifies and understands the
communications needs, expectations andpreferences of the audience he/she wantsto communicate with
Adapts his/her approach for simplemessaging to his/her audience
Analyses the communication needs ofnew
target audiencesAs appropriate, encourages and generatestwo-way communications with targetaudiences to increase mutual understandingand adapt communications as required.
Uses market research techniques to improve
understanding of an audiencescommunications preferences and needs (nowand in the future)
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Area ofResponsibility
Level 1 Level 2 Level 3
Understanding toolsand media
Chooses between basic communicationmethods depending on context
Is aware of and understands how to use awide range and the right combination ofcommunication tools as appropriate
Understands the impact of different tools
Evaluate effectiveness of communications
Able to plan and manage multi-mediacommunications programme
Assesses potential of new and existingcommunications tools/media
Develops new and existing communications
tools and mediaKnowledge Sharing Passes on information proactively and in
a timely manner
Finds out where knowledge andinformation are held
Is aware of knowledge sharing practicesand tools
Understands the importance ofappropriate knowledge sharing
Understands and applies data protectionprinciples
Demonstrates commitment to sharinginformation and knowledge with colleaguesthroughout the organisation
Able to build appropriate networks
Encourages others to share information andknowledge with one another.
Able to create knowledge sharing strategy forproject/business
Links to behavioural competencies
1. Analytical thinking
2. Customer service orientation
3. Flexibility
4. Intercultural Competence
5. Leading and Developing Others
6. Professional Confidence
7. Relationship-Building for Influence
8. Self-Awareness9. Teamworking
Links to job families
1. English
2. Human resources
3. Information systems and technology (IST)
4. Marketing and communications
5. Programme and project management (PPM)
6. Arts
Links to other generic skills
1. Business management and development
2. Computer skills
3. Financial planning and management
4. Human resource management
5. Marketing and customer service
6. Project and contract management
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Computer Skills
Definition
To understand and use the Councils IT systems in an effective manner in compliance with IT security standards including the ability to describe and reportissues/problems accurately to the IT helpdesk or appropriate personnel
Area ofResponsibility
Level 1 Level 2 Level 3
Using Outlook
In line withdisabilitylegislation (e.g.reasonable
adjustments 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 in error
Delete unwanted items
Set up/ respond to meeting requests usingCalendar
Use and search the global address listincluding distribution lists and public folders
Recognise SPAM and phishing attempts (e.g.scams; chain letters)
Understands and complies with IT securitystandards
Use voting buttons on emails sent andreceived
Manage distribution lists
Manage own appointments and set remindersusing 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 message folders
Create and maintain contacts
Add and remove toolbars
Use tracking facilities and expiry dates onemail
Create/assign tasks and monitor taskprogression
Know how to use outlook for email merging
Effectively use Outlook to manage and file
emails including writing email rules andmanaging alerts
Apply and create categories to organiseitems
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Area ofResponsibility
Level 1 Level 2 Level 3
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 paragraph formatting(e.g. bold, bullets etc.) and styles
Utilise spelling and grammar checking tools
Change margins and paper orientation
Insert images and symbols
Change document views and modify documentoptions
Use and modify document properties
Save, copy, rename, search, move and deletefiles
Understands and complies with IT securitystandards
Create, modify and format standard tables andborders
Understand the principle of styles and how tomodify them
Create and modify drawing objects and
diagrams (e.g. text boxes)Perform basic mail-merge facilities (withinWord)
Use hyperlinks and bookmarks
Format and manipulate images in relation totext
Use automatic numbering facilities.
Update a Table of Contents
Track and manage changes during editing andreviewing
Add and remove toolbars
Perform complex mail merges (Word intoother applications)
Create document templates using styles
Create and format complex diagrams andgraphics
Insert bookmarks, Table of Contents,footnotes and endnotes
Understand and use section and page breaks
Create/manipulate outlines styles fornumbering and bullets
Create/amend complex documents usingseveral levels of headings and sub-headingsand handling indexes, tables and a cross-reference system as appropriate
Awareness of file size and knowledge of howto use file compression
Using Excel
In line withdisabilitylegislation (e.g.reasonableadjustments beingmade if needed)
Understand and apply basic concepts andterms used in Excel including the differencebetween cells containing data and formulae
Create, format, modify, sort, print and deletesimple spreadsheets
Format spreadsheets using text colour,shading, borders
Save, copy, rename, search, move and deletefiles
Understands and complies with IT securitystandards
Create and format graphs and charts
Handle complex tables sorting data andrepeating vertical/horizontal headingsfacilitating the consultation of the spreadsheet
Create formulas using simple mathematicaloperators and functions
Freeze, lock, hide spreadsheet ranges andformat for printing
Import and export data to other applications
Add and remove toolbars
Troubleshoot problems
Summarise data using pivot tables
Link spreadsheets to other files andapplications including formulas acrossmultiple sheets
Write and modify macros
Understand and apply statistical analysis forcreating complex formulae
Calculate using more complex formulae (e.g.IF/AND/OR)
Track and manage changes on sharedworkbooks
Create and manage scenarios and what ifdata tables
Awareness of file size and knowledge of howto use file compression
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Area ofResponsibility
Level 1 Level 2 Level 3
Using Databases
In line withdisabilitylegislation (e.g.reasonableadjustments beingmade if needed)
Understand and apply basic databaseconcepts (e.g. navigate records)
Perform simple database queries to extract orselect records from the database according tospecified criteria
Produce reports from tables and queries
Retrieve and search for information usingstandard reports
Perform more advanced queries using thebuilt-in query tool to search data and produce
reports
Identify areas for improvement for use withexisting databases
Know how to commission databasedevelopment according to businessrequirements
UsingPowerPoint
In line withdisabilitylegislation (e.g.reasonableadjustments beingmade if needed)
Load and run PowerPoint presentations
Create and format basic presentations usingpre-defined slide layouts
Insert basic graphics (e.g. clipart)
Print slides and handouts in a variety of paperlayouts suitable to the target audience
Use a data projector for presentations
Save, copy, rename, search, move and deletefiles
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 other applicationsincluding Word and Excel tables and
hyperlinks
Add and remove toolbars
Add audio-visual information to presentationsincluding video clips
Create animated text and graphic effects
Know how to store PowerPoint presentationson the web.
Use the PowerPoint presentation feature toreduce large file size presentations
Awareness of file size and knowledge of howto use file compression
Using InternetExplorer
In line withdisabilitylegislation (e.g.reasonableadjustments beingmade if needed)
Know the difference between internal (Intranet)and external (Internet) sites
Understand basic concepts and termsassociated with using the Internet in line withgeneral IT security standards
Use search engine tools to locate informationof interest
Able to bookmark and print web pages
Able to add and organise favouritesBe able to listen to or watch podcasts
Able to access and use the British Councilintranet site
Understands and complies with BC securitystandards
Refine searches using advanced searchingmechanisms
Evaluate search results, assessing authority,authenticity, currency of website content
Understand copyright issues relating to usingweb material
Save a web page as a file
Add and remove toolbars
Use web casts (e.g. webinar)
Commission and manage Internet pages andpodcasts
Create and use blogs, wikis and discussionforums
Use Obtree to create BC web pages
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Area ofResponsibility
Level 1 Level 2 Level 3
E-Learning
In line withdisabilitylegislation (e.g.reasonableadjustments beingmade if needed)
Register/enrol for online conferences, coursesand other elearning events
Follow a course of instruction
Have a critical view of quality/delivery of onlinematerials
Creating and editing a personal profileDownload/upload materials
Understands and complies with IT securitystandards
Understand the conventions of and contributeusing different on line communication tools(discussion forums, text chat, voice chat, videochat etc.)
Be aware of and apply on-line etiquette(netiquette)
Understanding and application of onlinelearning techniques (time management, selfreflection, problem solving and asking for help,apply awareness of learning style etc.)
Moderate on-line learning (e.g. administrate,design for, facilitate, evaluate and providetechnical assistance for learners)
Commission and manage online contentincluding ensuring sites are secure in linewith British Council security standards
Understand the functionality and applicabilityof different on-line tools (chat, discussionforums, wikis, blogs, VoIP, quizzes, FAQs,calendars, etc.)
Adapt materials for an online audience
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 Job Families
1. Information Systems and Technology (IST)
2. English
3. Web, Knowledge and Information Management
Links to Behavioural Competencies
1. Achievement
2. Analytical thinking
3. Professional Confidence
4. Team working
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Financial Planning & Management
Definition
Financial Planning and Management is the ability to cost activity and manage the budgets set. It involves the planning and delivery of agreed results/outputs within
established criteria for budget and timescale, using the appropriate policy and process.
Area ofResponsibility
Level 1
This level - will be expected to seekguidance from L2 and L3
Level 2 Level 3
Although not specifically stated L3 willprovide guidance to L1 and L2
Risk Management Awareness of corporate/global policiesand processes in relation to riskmanagement including business riskmanagement framework tools (BRMF)and know where to locate thisinformation
Knowledge and experience ofcorporate/global policies and processes inrelation to risk (including BRMF) and howthese link to departmental/country/regionallevel risk management
Ability to identify and manage these risksCommunicates exceptions atdepartmental/country/regional level
Lead on the management of risk, by assigningroles and responsibilities, ensuring reviews takeplace and risks are managed at adepartmental/country/ regional level
Ability to identify opportunities and manage any
financial risks associated with themTakes responsibility for reporting exceptions tothe appropriate senior management forum
Planning andForecasting
Awareness of financial planningcycle and deadlines and where tolocate this information
Understanding of process to set upand maximise benefits of aneffective management reportingstructure (WBS + cost codes)including budgets 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 BritishCouncil planning 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 SAP countries) includingbudgets and commitments
Produces a cash flow forecast forproject/activity
Ability to produce a financial plan to supportprogramme of activity fordept/country/region
Ability to cost activity, including cost benefitanalysis 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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Area ofResponsibility
Level 1
This level - will be expected to seekguidance from L2 and L3
Level 2 Level 3
Although not specifically stated L3 willprovide guidance to L1 and L2
Monitoring andReporting
Understand how to access reportsand verify transactions posted tobudgets, where financial role permits
Knows how to create and maintain
financial 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 business riskmanagement tools for monitoring and isaware of their own role in this process
Understand how to access and processreports, including income andexpenditure statements and balancesheet
Monitor financial performance againsttargets and takes action to manageexceptions (e.g. over/underspend on aparticular budget)
Monitor creditors and debtors and reportexceptions at business risk managementmeetings as appropriate
Takes lead responsibility for monitoring andreporting at departmental/country/ regionallevel
Able to analyse and interpret complex
financial data in order to make appropriaterecommendations/proposals to businessplans/projects
Reports directly and appropriately with internaland external stakeholders on financial 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 astatement of expected income whererequired
Knowledge plus application of bad debtpolicy and process
Checks and approves reconciliation ofreceipts to cash banked (where required)
Lead on any bad debt applications for write offTakes responsibility for ensuringreconciliation of receipts to cash banked arecompleted where required
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Area ofResponsibility
Level 1
This level - will be expected to seekguidance from L2 and L3
Level 2 Level 3
Although not specifically stated L3 willprovide guidance to L1 and L2
Payment Process Knowledge of the procedures forsetting up vendors on the corporatesystem (SAP)
Awareness of payment system
process 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 effectively
managed
Ensure that resources are in place, roles andresponsibilities are clearly defined and allocatedand that there is compliance with corporatestandards, to enable the payment process to runefficiently and effectively
Impact of financialtransactions on BCstatutory reportingplus other reportingobligations
Has a basic awareness of howtransactions impact on corporateaccounts
Awareness of statutory and internalmanagement principles andpractices, including accruals, and
where to locate guidance
Ability to correct accounting entriesand to cross charge betweenbusiness activities or providerelevant information for the journal tobe raised.
Understands how transactions impact onthe corporate accounts
Understand internal managementprinciples and practices, includingaccruals, in the recording of transactions
Demonstrates an understanding of the widerenvironment in which the organisation isoperating and the impact this has on financialtransactions, e.g. devaluation
Takes lead responsibility for ensuring thattransactions are properly recorded in the
accounts
Links to behavioural competencies
1. Analytical Thinking
2. Holding People Accountable
3. Customer Service Orientation
4. Inter-cultural Competence
5. Professional Confidence
6. Self Awareness
Links to job families
1. Finance
Links to other generic skills
1. Business management and development
2. Communications
3. Project and contract management
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Human Resource ManagementDefinition
HR management is about managing and coaching staff to ensure effective and innovative corporate/business delivery. It is about defining the structure, numbers and
skills in teams, setting challenging and realistic objectives for staff and ensuring they are both effectively developed and performance managed in line with our policiesand legislation. The aim is to achieve or exceed corporate/business objectives by ensuring staff feel motivated and confident about working creatively in a supportiveand inspiring culture that is in line with our values and EO and Diversity.
Area of Responsibility Level 1 Level 2 Level 3
Resourcing:
Establishing andmaintainingappropriate structure,numbers and skills inteams (staffing profile)to enable the businessto meet itsgoals andobjectives
Understanding of the businessobjectives and goals of theteam/department/country/region;being clear about own role and theroles of others, and how this effectsthe staffing needs and profile
Awareness of the relevant HRpolicies and procedures andknowledge of where to obtainguidance on them
Awareness of the EqualOpportunities and Diversity policiesand practices
Contributes to the development of the staffingprofile for the team/dept/country/region in linewith the business/country/regional plan
Good knowledge of British Councilrecruitment and selection policies and
processes
Ensures an equal balance in the distributionof work within the team/dept/region
Ensures Equal Opportunities and Diversitypolicies and procedures are considered inwork planning and distribution
Knowledge of the different staffing contractsused locally.
Knows where and when to seek advice onlocal legislation.
Advocates appropriate changes to thepersonnel profile as required to maintainefficiency
Assesses and makes judgements on the correctstaffing profile to deliver the businessobjectives/goals and an understanding of anyassociated risks
Leads recruitment exercises, adhering to HR
policies. Ensures others are trained in this area.
Ensures staff are employed in line with BritishCouncil policies and in compliance with locallegislation.
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Area of Responsibility Level 1 Level 2 Level 3
People andperformance:
Enhancing businessoutputs by enablingstaff to perform attheir optimal level
Awareness and understanding ofperformance management and activeengagement in the process
Gives and receives feedbackinforming own and othersperformance
Awareness of the relevant HR andhealth & safety policies andprocedures that affect people andperformance
Uses Performance Management tools toinduct, manage, develop and evaluate staffperformance
Working knowledge of HR policies andprocedures relating to the management ofstaff
Engagement and promotion of performancemanagement system to ensure best practice
Takes a lead in developing the capacity of others toapply British Council standards in key HR areassuch as recruitment, induction, performancemanagement, Equal Opportunities and Diversity.
Ensures Health & Safety guidelines are adhered to,to mitigate risk within the business
Acts on feedback from the Staff Survey, to enhanceown and staff performance and motivation
Ensures staff terms and conditions of service arereviewed regularly and are in line with HR policiesand local legislation
Development:
Enabling staff to
acquire and developthe skills to maximisetheir potential andperformance
Awareness of the developmentopportunities available within the
organisation for both individual andbusiness growth
Takes responsibility for selfdevelopment and career planning
Consistent approach to staff developmentthrough the use of coaching and mentoring
Analyse skills needs/requirements andidentifying potential gaps
Understands role as a facilitator of others,and the importance of appropriate delegation
Knowledge of the different types of learningand development opportunities andacknowledgement of the diverselearning/working styles of staff
Contributes to the production of the developmentstrategy and budget
Analyses the long term training and development(T&D) needs in line with current and future businesstargets/goals/requirements
Ensures that others in the team are trained in HRmanagement (where appropriate), and are clearabout their role and responsibility in relation to themanagement of others
Seeks staff feedback on analyses and T&Dplanning processes. (thoroughness, fairness,access, diversity)
Links to behavioural competencies
1. Holding people accountable
2. Leading and developing others
3. Professional confidence
4. Intercultural competence
Links to job families
1. Human resources
2. English
Links to other generic skills
1. Business management and development
2. Communications
3. Marketing and customer service
4. Project and contract management
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Marketing & Customer Service
Definition
Putting customers (people whom we engage with internally or externally e.g. colleagues, clients etc.) at the centre of delivering focussed products and services at the
right time, in the right place and in an appropriate way.
Area of Responsibility Level 1 Level 2 Level 3
Understanding the BritishCouncil and its values
Understands the British Council andworks within the values
- Who we are
- Why we are here
- What we want to achieve
Ensures new colleagues understand andapply British Council Values
Positively influences all customers aboutBritish Council in a manner that encouragesthem to engage with the organisation
Takes responsibility for championing thebrand and ensuring that brand values areembedded in all programmes, projects,products and services
Understanding potential
markets/customers
Provides input into basic administration
of market researchRecognises potential customers andactively promotes products andservices to them
Understands the importance of market
research and the benefits it providesSupports the development of products,services, projects and activities for agreedtarget groups
Applies customer/market intelligence in
formulating strategyTakes responsibility for shaping response tothe needs of key segment groups to achievebusiness benefits
Understanding customerneeds
Is able to gather required customerand market information
Applies knowledge of Data Protectionand Freedom of Information standards
Establishes systems to collect and analysecustomer and market information
Commissions, scopes and co-ordinatesappropriate customer and market research
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Area of Responsibility Level 1 Level 2 Level 3
Responding to customerneeds
Controls the interaction with thecustomer. Listens effectively and usesquestioning skills to clarify customerneeds
Delivers excellent service at all pointsof contact
Plans and supports a service approach thatbalances a personalised delivery withbusiness needs.
Investigates service delivery and providessolutions to any problems/issues.
Shapes and leads on Marketing andCustomer Service strategy through applying:
knowledge of the external environment(political, sociological, economic,environmental, technological and legalaspects);
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 with customers
Uses systems to accurately managecustomer information
Ensures staff have sufficientmarketing/customer service skills
Uses knowledge of best practice in customerrelationship management to make strategicdecisions.
Obtaining and evaluatingfeedback
Actively and systematically collectsfeedback and data through a varietyof means
Analyses and evaluates actual customerexperience against expectations usingfeedback, benchmarking and managementinformation.
Feeds management information intocontinuous customer service improvement.
Makes strategic decisions on product andservice development, balancing customersneeds and expectations with organisationalpriorities, objectives and resources.
Promotes by example a culture of continuousimprovement.
Links to behavioural competencies
1. Customer service orientation
2. Relationship building for Influence
3. Inter-cultural competence4. Self awareness
5. Analytical thinking
6. Working strategically
Links to job families
1. Marketing and communications
2. English
Links to other generic skills
1. Business management and development
2. Communications
3. Human resource management4. Project and contract management
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Project & Contract Management
Definition
Delivering client and partnership funded projects and contracts, and internally commissioned projects, using the project cycle of identification and development,
implementation and evaluation and reporting; understanding the context of projects and contracts and their contribution to British Council purpose.
Area of Responsibility Level 1 Level 2 Level 3
Context, market andstakeholders
Understanding the contextand market to identify anddevelop new projectopportunities, and managingclients/partners/ stakeholders
Understands project identificationprocesses and demonstrates ability tocontribute to these.
Uses effective approach tocommunicating with projectstakeholders to maintain relationships.
Applies knowledge of organisationalpurpose, strategy and business context toidentify appropriate project opportunities,products and services, and partnerships,underpinned by dual-key planning.
Manages and developsclient/partner/stakeholder relationships thatsupport the delivery of specific projects
Assesses and makes judgements on projectinvestments that achieve maximum impactagainst corporate outputs and businesstargets.
Responsible for identifying, managing anddeveloping strategic relationships withprincipal clients, partners and stakeholders.
Development and delivery Understands processes for developingproposals and demonstrates ability tocontribute to these
Contributes to the development andimplementation of project plans andschedules using appropriate systemsand tools.
Undertakes assigned role(s) in projectdelivery to internal and externalclient/partner/stakeholder satisfaction.
Leads the development/authoring andquality review of project proposals tocorporate standards and internal/externalclient requirements.
Takes lead responsibility for theimplementation of projects at differentstages of the project cycle to ensuredelivery of project outputs and targets andmanages change.
Designs and manages logically inter-related
input plans, costings, schedules andresponsibility matrices, revenue forecastsand work breakdown structures.
Leads the development of highly complexand business critical project proposals usingappropriate tools, business processes andsystem standards.
Ensures fit between project level outputsand targets and the achievement of corporateoutputs.
Takes lead responsibility for implementationof highly complex and business criticalprojects.
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Area of Responsibility Level 1 Level 2 Level 3
Tendering and procurement
Application of tenderingprocess (competitive andsingle source) to winbusiness; procurement ofgoods, services, internal/external resources to supportproject delivery
Understands basic contractingterminology and uses thisappropriately
Has basic understanding of tenderingand procurement procedures
Supports the procurement and
management of: project goods andservices, and internal resources.
Leads in developing, negotiating andmanaging pre-contract agreements,contracts and Service Level Agreementswith individuals, departments andorganisations.
Designs appropriate tender documents.Manages the procurement process tointernal and external client standards forspecific projects.
Leads on the identification, procurementand management of goods, services, andinternal/ external resources (includingconsultants, partners and suppliers).
Manages the tendering process to corporateand external standards across a portfolio ofprojects.
Negotiates and manages strategicpartnerships which enhance BCs reputation.
Is responsible for and manages the
procurement process to secure internal andexternal resources to corporate and externalstandards across a portfolio of projects
Managing risk Demonstrates an understanding ofproject risks and operating context,and adjusts planning accordinglyduring implementation.
Undertakes business risk identification(technical and financial) and analysis forspecific initiatives. Uses this to informapproach and manage risk.
Responsible for risk and opportunityidentification and business assurance acrossa portfolio of projects.
Business Risk Management FrameworkProcess Owner for project related areas (as
appropriate).
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 by collatingmanagement information.
Contributes to the collection ofinformation for lessons learnt.
Agrees monitoring and evaluation criteriaand plans with internal and externalclients/partners/ stakeholders at project pre-implementation.
Manages the delivery of monitoring plansand takes action to ensure projects aredelivered to time, quality and cost targets.
Communicates outputs and targets.
Takes the lead for specific projects on themanagement of project/contract closureand financial and technical reporting tointernal and client/partner/ stakeholderstandards and needs.
Communicates the findings from projectimpact evaluation, captures anddisseminates lessons learnt.
Acts as internal consultant to monitoring andevaluation design and delivery.
Manages and monitors project deliveryacross a portfolio of projects to meetcorporate strategy and business targetrequirements.
Takes the lead for highly complex orbusiness critical projects on the managementof project/contract closure and financial andtechnical reporting to internal and
client/partner/ stakeholder standards andneeds.
Applies the results from project impactevaluations to strategic businessdevelopment, leading to performanceimprovements.
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Area of Responsibility Level 1 Level 2 Level 3
Business and systemprocesses
Operates within corporate guidanceand standards for projectimplementation on SAP, managesexpenditure and income to plan.
Ensures compliance with corporatestandards and guidance for projectimplementation, including on SAP.
Contributes to the development of bestpractice for the use of SAP in project deliverycorporately.
Links to Behavioural Dictionary
1. Achievement
2. Analytical thinking
3. Leading and developing others
4. Relationship building for influence
5. Holding people accountable
Links to job families
1. English
2. Programme and project management (PPM)
3. Marketing and communications
Links to Other Generic Skills
1. Human Resource Management
2. Financial Planning and Management
3. Business Management and Development
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