Hay Group Global Job Model - Job Descriptions 2015

2015 Global Job Model Standard global job descriptions and executive title descriptions

© Copyright 2015, Hay Group

Table of Contents Subfamilies and Codes .................................................................................... 1 Finance and Accounting .................................................................................. 4 Finance Manager II ................................................................................. 6 Finance Manager I................................................................................... 7 Accounting .................................................................................................. 8 General Accounting Manager ............................................................... 10 Accounting Supervisor II ...................................................................... 11 Accounting Supervisor I........................................................................ 12 Accountant V ........................................................................................ 13 Accountant IV ....................................................................................... 14 Accountant III ....................................................................................... 15 Accountant II......................................................................................... 16 Accountant I .......................................................................................... 17 Payroll Manager .................................................................................... 18 Payroll Coordinator ............................................................................... 19 Payroll Clerk II...................................................................................... 20 Payroll Clerk I ....................................................................................... 21 Accounting Clerk IV ............................................................................. 22 Accounting Clerk III ............................................................................. 23 Accounting Clerk II............................................................................... 24 Accounting Clerk I ................................................................................ 25 Controlling ................................................................................................ 27 Financial Controller II ........................................................................... 29 Financial Controller I ............................................................................ 30 Management Controller ........................................................................ 31 Controller Assistant I, II ........................................................................ 32 Financial Planning and Analysis ............................................................. 34 Financial Planning Manager.................................................................. 36 Financial Sub-Section Manager ............................................................ 37 Credit Manager ..................................................................................... 38 Credit Analyst/Representative II ........................................................... 39 Credit Analyst/Representative I ............................................................ 40 Risk Manager ........................................................................................ 41 Financial Analyst IV ............................................................................. 42 Financial Analyst III ............................................................................. 43 Financial Analyst II ............................................................................... 44 Financial Analyst I ................................................................................ 45 Audit .......................................................................................................... 47 Audit Manager ...................................................................................... 49 Auditor III ............................................................................................. 50 Auditor II .............................................................................................. 51 Auditor I ................................................................................................ 52 i

Taxation .................................................................................................... 54 Tax Manager ......................................................................................... 56 Tax Accountant III ................................................................................ 57 Tax Accountant II ................................................................................. 58 Tax Accountant I................................................................................... 59 Tax Analyst II ....................................................................................... 60 Tax Analyst I......................................................................................... 61 Treasury .................................................................................................... 63 Treasury Manager ................................................................................. 65 Treasury Accountant ............................................................................. 66 Treasury Assistant ................................................................................. 67 Information Technology / Internet-Based Technology ............................... 70 IT Manager II ........................................................................................ 72 IT Manager I ......................................................................................... 74 Application Development......................................................................... 76 Architecture Manager............................................................................ 78 Application Development Manager ...................................................... 79 Application Architect ............................................................................ 80 Application Designer ............................................................................ 81 Application Developer II....................................................................... 82 Application Developer I ........................................................................ 83 Analyst Programmer II .......................................................................... 84 Analyst Programmer I ........................................................................... 85 Implementation Engineer ...................................................................... 86 Test Developer ...................................................................................... 87 Tester II ................................................................................................. 88 Tester I .................................................................................................. 89 Infrastructure Development .................................................................... 90 Network Integrator ................................................................................ 92 Network Architect ................................................................................. 93 Network Designer III ............................................................................ 94 Network Designer II .............................................................................. 95 Network Designer I ............................................................................... 96 Technical Operations and End User Support ........................................ 98 Network Operations Manager ............................................................. 100 Network Administrator II .................................................................... 101 Network Administrator I ..................................................................... 102 Systems Administrator ........................................................................ 103 Network Management Analyst ............................................................ 104 IT Operations Manager ....................................................................... 105 Operations Team Leader II ................................................................. 106 Operations Team Leader I ................................................................... 107 Computer Operator II .......................................................................... 108 Computer Operator I ........................................................................... 109 Assistant Computer Operator .............................................................. 110 Help Desk Manager............................................................................. 111 ii

Help Desk Specialist ........................................................................... 113 Support Assistant ................................................................................ 114 Help Desk Analyst .............................................................................. 115 Systems Specialist III .......................................................................... 116 Systems Specialist II ........................................................................... 117 Systems Specialist I............................................................................. 118 Technical Support Specialist ............................................................... 119 Field Service Engineer ........................................................................ 120 Data Management and Security ............................................................ 122 Database Manager ............................................................................... 124 Database Architect .............................................................................. 125 Database Administrator ....................................................................... 126 Database Analyst................................................................................. 127 Assistant Database Analyst ................................................................. 128 Authorization Officer .......................................................................... 129 Data Entry Operator II ........................................................................ 130 Data Entry Operator I .......................................................................... 131 IT Security Specialist II ...................................................................... 132 IT Security Specialist I ........................................................................ 133 Service Level and Process Management ............................................... 134 Vendor Manager ................................................................................. 136 Service Level Manager II, I................................................................. 137 ERP Implementation / IT Process Manager II, I ................................. 139 Planner ................................................................................................ 141 IT Consultancy ....................................................................................... 143 Managing Consultant .......................................................................... 145 Business Consultant ............................................................................ 147 Business Analyst ................................................................................. 149 Technical Consultant........................................................................... 150 Internet-Based Services and Support ................................................... 152 Web Visionary .................................................................................... 154 Web Administrator .............................................................................. 155 Web Developer II ................................................................................ 156 Web Developer I ................................................................................. 157 Web Editor .......................................................................................... 158 Search Engine Optimization Manager................................................. 159 Search Engine Optimization Analyst .................................................. 160 Web Analytics Manager ...................................................................... 161 Web Analytics Analyst ....................................................................... 162 Client Satisfaction Researcher............................................................. 163 Human Resources ........................................................................................ 164 Human Resources Manager II ............................................................. 166 Human Resources Manager I .............................................................. 168 HR Generalist ......................................................................................... 170 HR Business Partner ........................................................................... 172 HR Generalist III ................................................................................. 173 iii

HR Generalist II .................................................................................. 174 HR Generalist I ................................................................................... 175 Human Resources Administrator ........................................................ 176 Human Resources Assistant ................................................................ 177 Training and Development .................................................................... 178 Training and Development Manager ................................................... 180 Training and Development Specialist III, II ........................................ 181 Training and Development Specialist I ............................................... 182 Compensation and Benefits ................................................................... 184 Compensation and Benefits Manager .................................................. 186 Compensation and Benefits Specialist II, I ......................................... 187 Compensation and Benefits Analyst ................................................... 188 Recruitment and Organizational Development ................................... 190 Recruitment and Resourcing Manager ................................................ 192 Recruitment Manager .......................................................................... 193 Recruitment Officer ............................................................................ 194 Recruiter.............................................................................................. 195 Employee Relations ................................................................................ 196 Employee/Labor Relations Manager ................................................... 198 Employee/Labor Relations Representative ......................................... 199 Legal ............................................................................................................. 200 Paralegal ................................................................................................. 200 Paralegal Supervisor/Manager ............................................................ 202 Paralegal III ......................................................................................... 203 Paralegal II .......................................................................................... 204 Paralegal I ........................................................................................... 205 Professional Lawyers ............................................................................. 206 Legal Advisor IV ................................................................................ 208 Legal Advisor III ................................................................................. 209 Legal Advisor II .................................................................................. 210 Legal Advisor I ................................................................................... 211 Corporate Affairs ........................................................................................ 212 Government Relations ........................................................................... 212 Government Relations Representative/Lobbyist ................................. 214 Government Relations Professional .................................................... 215 Regulatory and Registration ................................................................. 216 Regulatory Affairs Manager................................................................ 218 Regulatory Affairs Professional II ...................................................... 219 Regulatory Affairs Professional I ........................................................ 220 Public Relations and Communications ................................................. 222 Communications Director ................................................................... 224 Communications Manager .................................................................. 225 Communications Specialist ................................................................. 226 Corporate Social Responsibility Manager ........................................... 227 Corporate Social Responsibility Specialist.......................................... 228 Public Relations Representative II, I ................................................... 229 iv

Public Relations Assistant ................................................................... 230 Investor Relations Specialist ............................................................... 231 Social Media Specialist ....................................................................... 232 Marketing ..................................................................................................... 234 Marketing Manager II ......................................................................... 236 Marketing Manager I........................................................................... 238 Market Research .................................................................................... 240 Market Research Manager .................................................................. 242 Market Analyst III ............................................................................... 243 Market Analyst II ................................................................................ 244 Market Analyst I ................................................................................. 245 Marketing Research Analyst II............................................................ 246 Marketing Research Analyst I ............................................................. 247 Brand/Product Management ................................................................. 248 Brand/Product Manager IV ................................................................. 250 Brand/Product Manager III ................................................................. 251 Brand/Product Manager II................................................................... 252 Brand/Product Manager I .................................................................... 253 Assistant Brand/Product Manager ....................................................... 254 Innovation Manager ............................................................................ 255 Trade Marketing .................................................................................... 256 Trade Marketing Manager ................................................................... 258 Assistant Trade Marketing Manager ................................................... 259 Pricing Manager .................................................................................. 260 Pricing Analyst .................................................................................... 261 Promotions and Advertising .................................................................. 262 Market Communications Manager ...................................................... 264 Promotions Manager ........................................................................... 265 Promotions Assistant........................................................................... 266 E-Commerce ........................................................................................... 268 E-Commerce Manager ........................................................................ 270 E-Commerce Product Manager ........................................................... 271 E-Commerce Analyst .......................................................................... 272 Category Management ................................................................................ 274 Category Management ........................................................................... 274 Category Manager IV .......................................................................... 276 Category Manager III, II, I .................................................................. 277 Category Analyst................................................................................. 278 Category Assistant .............................................................................. 279 Sales .............................................................................................................. 281 Sales Manager II ................................................................................. 283 Sales Manager I ................................................................................... 285 Support, Training and Sales Effectiveness ........................................... 287 Sales Plans and Programs Manager..................................................... 289 Sales Plans and Programs Specialist ................................................... 290 v

Sales Effectiveness Manager ............................................................... 291 Sales Effectiveness Analyst ................................................................ 292 Sales Training Manager ...................................................................... 293 Sales Trainer ....................................................................................... 294 Territory Sales ........................................................................................ 295 Regional Sales Manager ...................................................................... 297 Indirect Sales Manager / Channel Manager ........................................ 298 Area/District Sales Manager ............................................................... 299 Sales Representative V ........................................................................ 300 Sales Representative IV ...................................................................... 301 Sales Representative III, II .................................................................. 302 Sales Representative I ......................................................................... 303 Technical Pre-sales Representative / Sales Engineer .......................... 304 Merchandiser....................................................................................... 305 Key Account Sales .................................................................................. 307 Key Accounts General Manager ......................................................... 309 Key Accounts Manager II, I ................................................................ 310 Key Accounts Associate...................................................................... 311 Business Development Manager ......................................................... 312 Business Developer II ......................................................................... 313 Business Developer I........................................................................... 314 Bid and Proposal Manager .................................................................. 315 Customer Service ......................................................................................... 317 Technical ................................................................................................. 317 Technical Customer Service Manager................................................. 319 Technical Customer Service Team Leader .......................................... 320 Technical Customer Service Representative IV, III ............................ 321 Technical Customer Service Representative II, I ................................ 323 Non Technical ......................................................................................... 325 Customer Service Manager ................................................................. 327 Customer Service Team Leader .......................................................... 328 Customer Service Representative IV, III............................................. 329 Customer Service Representative II .................................................... 331 Customer Service Representative I ..................................................... 332 Call Center ................................................................................................... 333 Inbound and Outbound ......................................................................... 333 Call Center Manager ........................................................................... 335 Call Center Supervisor ........................................................................ 336 Call Center Specialist .......................................................................... 337 Operator III ......................................................................................... 338 Operator II........................................................................................... 339 Operator I ............................................................................................ 340 Project Management ................................................................................... 341 Project Management .............................................................................. 341 Projects Department Manager ............................................................. 343 vi

Project Leader ..................................................................................... 344 Project Manager IV, III, II .................................................................. 345 Project Manager I ................................................................................ 347 Project Analyst II ................................................................................ 348 Project Analyst I.................................................................................. 349 Product Development .................................................................................. 351 Product Development ............................................................................. 351 Product Development Manager ........................................................... 353 Packaging Manager ............................................................................. 354 Product Development Specialist II ...................................................... 355 Product Development Analyst............................................................. 356 Packaging Analyst............................................................................... 357 Product Development Specialist I ....................................................... 358 Research and Development ......................................................................... 359 Research and Development ................................................................... 359 Research and Development Manager .................................................. 361 Research and Development Supervisor ............................................... 362 Scientist/Researcher VII...................................................................... 363 Scientist/Researcher VI ....................................................................... 364 Scientist/Researcher V ........................................................................ 365 Scientist/Researcher IV ....................................................................... 366 Scientist/Researcher III ....................................................................... 367 Scientist/Researcher II ........................................................................ 368 Scientist/Researcher I .......................................................................... 369 Technician Supervisor......................................................................... 370 Researcher/Technician ........................................................................ 371 Laboratory Manager ............................................................................ 372 Laboratory Technician ........................................................................ 374 Engineering .................................................................................................. 375 General Engineers .................................................................................. 375 Engineering Manager .......................................................................... 377 Process Engineering Manager ............................................................. 378 Engineering Supervisor ....................................................................... 379 Engineer VII........................................................................................ 380 Engineer VI ......................................................................................... 381 Engineer V .......................................................................................... 382 Engineer IV ......................................................................................... 383 Engineer III ......................................................................................... 384 Engineer II .......................................................................................... 385 Engineer I ............................................................................................ 386 Engineering Technicians and Drafters ................................................. 387 Engineering Technician Supervisor .................................................... 389 Technologist/Technician VI ................................................................ 390 Technologist/Technician V ................................................................. 391 Technologist/Technician IV ................................................................ 392 vii

Technologist/Technician III ................................................................ 393 Technologist/Technician II ................................................................. 394 Technologist/Technician I ................................................................... 395 Design Drafter ..................................................................................... 396 Drafter ................................................................................................. 397 Electronic Technician II ...................................................................... 398 Electronic Technician I ....................................................................... 399 Logistics/Supply Chain ................................................................................ 401 Logistics and Supply Chain Manager II .............................................. 403 Logistics and Supply Chain Manager I ............................................... 404 Business Planning ................................................................................... 405 Demand and Supply Planning Director ............................................... 407 Demand and Supply Planning Manager .............................................. 408 Demand Planner .................................................................................. 409 Supply Planner .................................................................................... 410 Purchasing/Procurement ....................................................................... 412 Purchasing Manager ............................................................................ 414 Purchasing Agent ................................................................................ 415 Buyer II ............................................................................................... 416 Buyer I ................................................................................................ 417 Warehousing/Material Management .................................................... 418 Materials Manager .............................................................................. 420 Material Coordinator ........................................................................... 421 Warehouse Manager............................................................................ 422 Warehouse Supervisor ........................................................................ 423 Stock Clerk.......................................................................................... 424 Forklift Operator ................................................................................. 425 Distribution/Transportation .................................................................. 426 Transportation and Distribution Manager ........................................... 428 Logistics Specialist.............................................................................. 429 Traffic Manager .................................................................................. 430 Import/Export Manager ....................................................................... 431 Import/Export Supervisor.................................................................... 432 Import/Export Specialist ..................................................................... 433 Import/Export Clerk ............................................................................ 434 Dispatcher ........................................................................................... 435 Truck Driver........................................................................................ 436 Production .................................................................................................... 438 Production ............................................................................................... 438 Plant Manager ..................................................................................... 440 Superintendent/Production Manager ................................................... 441 General Supervisor II, I ....................................................................... 442 Unit Supervisor IV .............................................................................. 443 Production Control Manager ............................................................... 444 Production Planner .............................................................................. 445 Unit Supervisor III .............................................................................. 446 viii

Unit Supervisor II................................................................................ 447 Unit Supervisor I ................................................................................. 448 Production Control Manager ............................................................... 449 Production Planner .............................................................................. 450 Operator V / Control Panel Operator................................................... 451 Operator IV ......................................................................................... 452 Process Operator III ............................................................................ 453 Process Operator II.............................................................................. 454 Process Operator I ............................................................................... 455 Maintenance/Skilled Manual ................................................................. 456 Plant/Site Engineering and/or Maintenance Manager ......................... 458 Maintenance Superintendent II, I ........................................................ 459 General Maintenance Supervisor II, I ................................................. 461 Maintenance Unit Supervisor IV ......................................................... 462 Maintenance Unit Supervisor III ......................................................... 463 Maintenance Unit Supervisor II .......................................................... 464 Maintenance Unit Supervisor I............................................................ 465 Tool and Die Maker ............................................................................ 466 Maintenance Technician II .................................................................. 467 Maintenance Technician I ................................................................... 468 Maintenance Assistant ........................................................................ 469 Mechanical Technician II .................................................................... 470 Mechanical Technician I ..................................................................... 471 Mechanical Fitter ................................................................................ 472 Machinist............................................................................................. 473 Electrician II........................................................................................ 474 Electrician I ......................................................................................... 475 Electrician Assistant ............................................................................ 476 Welder ................................................................................................. 477 Plumber/Pipe Fitter ............................................................................. 478 Carpenter ............................................................................................. 479 Painter ................................................................................................. 480 Quality Assurance........................................................................................ 482 Quality Assurance .................................................................................. 482 Quality Assurance/Quality Control Manager II .................................. 484 Quality Assurance/Quality Control Manager I .................................... 485 Quality Assurance/Quality Control Supervisor ................................... 486 Quality Assurance/Quality Control Technician III.............................. 487 Quality Assurance/Quality Control Technician II ............................... 488 Quality Assurance/Quality Control Technician I ................................ 489 Process Optimalization / Sigma Belt Specialist................................... 490 Compliance/Audit................................................................................... 492 Compliance Manager .......................................................................... 494 Compliance Officer II ......................................................................... 495 Compliance Officer I........................................................................... 496 Operations Auditor .............................................................................. 497 ix

Health and Environment ............................................................................. 498 Health, Safety and Environmental Manager II .................................... 500 Health, Safety and Environmental Manager I ..................................... 502 Environmental Health ............................................................................ 504 Environmental Manager ...................................................................... 506 Environmental Professional IV ........................................................... 507 Environmental Professional III ........................................................... 508 Environmental Professional II ............................................................. 509 Environmental Professional I .............................................................. 510 Health and Safety ................................................................................... 512 Employee Health and Safety Manager ................................................ 514 Safety Professional IV......................................................................... 515 Safety Professional III ......................................................................... 516 Safety Professional II .......................................................................... 517 Safety Professional I ........................................................................... 518 Industrial Nurse II ............................................................................... 519 Industrial Nurse I ................................................................................ 520 Property Management................................................................................. 522 Real Estate .............................................................................................. 522 Real Estate Manager ........................................................................... 524 Real Estate Supervisor ........................................................................ 525 Real Estate Analyst ............................................................................. 526 Construction ........................................................................................... 528 Construction Manager ......................................................................... 530 Construction Site Manager .................................................................. 531 Construction Site Foreman .................................................................. 532 Facilities Management ........................................................................... 534 Facilities Maintenance Manager II, I................................................... 536 Facilities Maintenance Supervisor ...................................................... 537 Facilities Assistant II ........................................................................... 538 Facilities Assistant I ............................................................................ 539 Administration/Support/Service ................................................................. 540 Clerical Services ..................................................................................... 540 Office Manager III .............................................................................. 542 Office Manager II................................................................................ 543 Office Manager I ................................................................................. 544 Administrative Assistant II.................................................................. 545 Administrative Assistant I ................................................................... 546 General Clerk V .................................................................................. 547 General Clerk IV ................................................................................. 548 General Clerk III ................................................................................. 549 General Clerk II .................................................................................. 550 General Clerk I .................................................................................... 551 Secretarial ............................................................................................... 552 Secretary VI ........................................................................................ 554 Secretary V.......................................................................................... 555 x

Secretary IV ........................................................................................ 556 Secretary III ........................................................................................ 557 Secretary II .......................................................................................... 558 Secretary I ........................................................................................... 559 Support Services ..................................................................................... 560 Translator II ........................................................................................ 562 Translator I .......................................................................................... 563 Security Supervisor ............................................................................. 564 Armed Guard....................................................................................... 565 Watchman/Guard ................................................................................ 566 Chauffeur ............................................................................................ 567 Receptionist/Switchboard Operator II, I.............................................. 568 Groundskeeper .................................................................................... 569 Housekeeper ........................................................................................ 570 Document Production ............................................................................ 572 Desktop Publishing Supervisor ........................................................... 574 Desktop Publisher II............................................................................ 575 Desktop Publisher I ............................................................................. 576 Graphics Artist II ................................................................................ 577 Graphics Artist I .................................................................................. 578 Word Processing Operator III ............................................................. 579 Word Processing Operator II............................................................... 580 Word Processing Operator I ................................................................ 581 Executive Title Descriptions ....................................................................... 582

xi

Subfamilies and Codes Finance and Accounting ............................................................... FA Accounting ................................................................................... FAA Controlling.................................................................................... FAG Financial Planning and Analysis ................................................... FAD Audit ............................................................................................. FAB Taxation ........................................................................................ FAC Treasury ........................................................................................ FAF Information Technology / Internet-Based Technology ................IT Application Development .............................................................. ITA Infrastructure Development ........................................................... ITB Technical Operations and End User Support ................................. ITC Data Management and Security ..................................................... ITD Service Level and Process Management .........................................ITE IT Consultancy ............................................................................... ITF Internet-Based Services and Support ............................................. ITG Human Resources ......................................................................... HR HR Generalist .............................................................................. HRA Training and Development ........................................................... HRB Compensation and Benefits .......................................................... HRC Recruitment and Organizational Development ............................ HRD Employee Relations ...................................................................... HRE Legal .............................................................................................. LG Paralegal ....................................................................................... LGA Professional Lawyers .................................................................... LGB Corporate Affairs ......................................................................... CA Government Relations ................................................................. CAA Regulatory and Registration ......................................................... CAB Public Relations and Communications ......................................... CAC Marketing ..................................................................................... MK Market Research ..........................................................................MKA Brand/Product Management ........................................................ MKB Trade Marketing .......................................................................... MKC Promotions and Advertising ........................................................MKD E-Commerce ................................................................................ MKE Category Management ................................................................ CM Category Management ................................................................. CMA Sales ................................................................................................ SL Support, Training and Sales Effectiveness ................................... SLA 1

Territory Sales .............................................................................. SLB Key Account Sales........................................................................ SLC Customer Service ........................................................................... CS Technical ...................................................................................... CSA Non-Technical .............................................................................. CSB Call Center .................................................................................... CC Inbound and Outbound ................................................................. CCH Project Management ....................................................................PM Project Management .................................................................... PMA Product Development ................................................................... PV Product Development ................................................................... PVA Research and Development .......................................................... RD Research and Development ......................................................... RDA Engineering ................................................................................... EG General Engineers......................................................................... EGA Engineering Technicians and Drafters .......................................... EGB Logistics/Supply Chain .................................................................. LS Purchasing/Procurement ............................................................... LSA Warehousing/Material Management ............................................. LSB Distribution/Transportation .......................................................... LSC Business Planning ......................................................................... LSD Production ..................................................................................... PR Production..................................................................................... PRA Maintenance/Skilled Manual ........................................................ PRB Quality Assurance......................................................................... QA Quality Assurance........................................................................ QAA Compliance/Audit ........................................................................ QAB Health and Environment .............................................................. HE Environmental Health ................................................................... HEA Health and Safety.......................................................................... HEB Property Management................................................................... PT Real Estate .................................................................................... PTA Construction ................................................................................. PTC Facilities Management .................................................................. PTB Administration/Support/Service ................................................... AS Clerical Services ........................................................................... ASA 2

Secretarial ..................................................................................... ASB Support Services ........................................................................... ASC Document Production ................................................................... ASD

3

Finance and Accounting

4

This page left blank intentionally

5

Family: Finance and Accounting (FA) Function: Spanning (FAZ)

Finance Manager II Position Number: 1732 Reference Level: 19 General Characteristics Manages and coordinates the company's financial function across sub-functions such as accounting, cost management, budgeting, finance, audit, credit, collections, and tax to meet company’s business requirements. This is the top finance position for a specific location but is governed by policies and frameworks established by the larger corporation. Representative Activities • Working within corporate strategies and policy frameworks, designs, proposes and implements financial strategies, guidelines and procedures within broad principles and policies set by the organization to meet finance requirements supporting short and long-term business needs. •

Oversees maintenance of the organization's general ledger and related accounting practices, including payables, receivables, inventories, fixed assets, and payrolls.

•

Oversees all company-wide budgeting, financial planning, control, and reporting policies and practices.

•

Provides economic analyses, studies, and counsel on all matters of potentially significant financial impact to the company, including economic/competitive trends, pricing, cash flow, product line evaluation, and capital additions.

•

Ensures compliance of the organization’s practices with applicable legislation and tax authorities.

•

Manages and motivates subordinate staff; reviews and assesses performance, builds employee capacity, supports their professional development and enables employees to optimize their contribution to the department.

Scope Variants Reference Level 20

Reference Level 19

Reference Level 18

Company’s >150 million USD revenue

50 - 150 million USD

< 50 million USD

Size of team:

Team of 10 to 30 professional staff members is common.

Team of up to 10 professional staff members is common.

Team of more than 30 professional staff members including sub-team leaders or supervisors is common.

6

Family: Finance and Accounting (FA) Function: Spanning (FAZ)

Finance Manager I Position Number: 1831 Reference Level: 17 General Characteristics Manages and coordinates company's financial function including general accounting, cost management, budgeting, and payroll in accordance with corporate policies and procedures to meet company’s business requirements. This is the top finance position for a specific location but is governed by policies and frameworks established by the larger corporation. Representative Activities • Implements and administers established accounting and controlling policies, procedures, and practices to meet finance requirements supporting short and long-term business needs. •

Ensures maintenance of general accounting, cost accounting, payroll, payables, and receivables.

•

Oversees the preparation of budgets and forecasts.

•

Ensures accurate and timely recording and reporting of operating results.

•

Provides financial analysis, interpretation of variances from budgets and standards, and advice to management.

•

Maintains balances at local banks.

•

Manages, motivates and assesses performance of a small team of accountants and financial analysts.

7

Finance and Accounting Accounting

8

This page left blank intentionally

9

Family: Finance and Accounting (FA) Function: Accounting (FAA)

General Accounting Manager Position Number: 1001 Reference Level: 19 General Characteristics Oversees maintenance of the organization's general ledger and related accounting practices, including payables, receivables, inventories, fixed assets, and payrolls, where accounting activities are centralized. Manages other managers or supervisors. Typically requires the equivalent of professional training in accounting and progressive experience in several areas of accounting. Representative Activities • Assures that accounting records are prepared and maintained in accordance with the organization's accounting policies, chart of accounts, and related accounting principles and practices, and that subordinate ledgers reconcile with the general ledger. •

Prescribes methods of providing accounting data for various non-standard reports and statements.

•

Interprets for all decentralized components of the accounting function, the organization's general accounting systems and procedures, including those for accounts receivable and payroll.

•

Directs maintenance of fixed asset records and related depreciation accounts, and provides interpretative assistance as to the proper capitalization/expensing of outlays, grouping of fixed assets by class, and depreciation methodology.

•

Collaborates with management to develop schedules, procedures, and systems to enable the timely and informative accumulation, adjustment, and reporting of financial data.

10

Family: Finance and Accounting (FA) Function: Accounting (FAA)

Accounting Supervisor II Position Number: 1002 Reference Level: 17 General Characteristics Provides day-to-day administrative and technical supervision to a small group of professional accountants and clerical personnel for a specific segment of accounting activity. This is the first level of supervision where the incumbent has both administrative and technical responsibility for staff. The area will tend to be specialized (e.g., general ledger, sales budgets) for a larger organization or general accounting for a sub-unit (e.g., plant) or small organization. Overall accounting policies have been prescribed but there is latitude for procedural variation. Has a thorough knowledge of the organization's systems and can modify or develop new procedures to meet specialized needs. Representative Activities • Makes work assignments, schedules, and reviews work in progress. •

Handles personnel actions including performance reviews, salary recommendations, and coordination of training and development.

•

Recommends modifications to standard procedures.

•

Participates in determining the proper accounting treatment of complex or unusual transactions.

•

Assures adequate documentation/support of transactions and reports.

•

Supervises preparation of and approves reports.

11

Family: Finance and Accounting (FA) Function: Accounting (FAA)

Accounting Supervisor I Position Number: 1006 Reference Level: 14 General Characteristics Provides day-to-day supervision of a small group of clerical personnel for a specific segment of accounting activity. This is a first level of supervision where the incumbent has administrative responsibility for staff. The area will tend to be specialized (e.g., accounts payable, receivable, plant payroll). Overall accounting policies and procedures have been prescribed but there is some latitude for procedural variation. Representative Activities • Performs the more complex general and cost accounting activities (e.g., troubleshooting). •

Makes work assignments, schedules, and reviews work in progress.

•

Ensures timely consolidation of balance sheets, profit and loss, etc.

•

Ensures that accounting activities are performed according to legislation.

•

Handles personnel actions including performance reviews and salary recommendations.

•

Improves and/or modifies standard procedures.

•

Assures adequate documentation/support of transactions and reports.

12

Family: Finance and Accounting (FA) Function: Accounting (FAA)

Accountant V Position Number: 1003 Reference Level: 17 General Characteristics This is the specialist level of professional typically found in organizations with more than $500 million in annual expenses. Represents a very high level of individual professional contribution and usually regarded as an expert in an area. May lead a small team. Representative Activities • Performs advanced or specialized work that requires comprehensive knowledge of accounting theory and principles and above average seasoning. •

Develops non-standard reports and statements.

•

Often provides work direction to others.

•

May design accounting information systems to facilitate analysis.

•

Provides leadership as a technical advisor, rather than through a direct supervisory role.

13

Family: Finance and Accounting (FA) Function: Accounting (FAA)

Accountant IV Position Number: 1004 Reference Level: 16 General Characteristics This is the advanced or technical lead level of professional. Has a thorough knowledge of the organization's systems and can modify or develop new procedures to meet specialized needs. Representative Activities • Performs advanced or specialized work that requires comprehensive knowledge of accounting theory and principles and above average seasoning. •

Develops non-standard reports and statements.

•

Often provides work direction to others.

•

May design accounting information systems to facilitate analysis.

14

Family: Finance and Accounting (FA) Function: Accounting (FAA)

Accountant III Position Number: 1005 Reference Level: 15 General Characteristics Performs professional accounting work involving compilation, consolidation, and analysis of financial data. May include any or all of the following: ledgers and preparation of journal entries, fixed asset or inventory accounting, preparation of trial balance or financial statements, cost accounting, bank account reconciliation. This is the third progression for the holder of a degree in accounting, equivalent to a middle-level Accountant Professional. Has a good knowledge of the organization's existing systems and the ability to handle most standard issues independently. Representative Activities • Performs general or cost accounting activities requiring some insight and depth of understanding. •

Applies accounting techniques and standard practices to the classification and recording of financial transactions.

•

Specifics of job content will vary from preparing journal entries and checking supporting entries, to carrying out well-defined steps in cost accounting analysis.

•

Drafts segments of statements and reports.

•

Begins to handle assignments involving analysis of data.

•

Work is generally reviewed at completion for accuracy and soundness.

•

May prepare or significantly contribute to preparation of a variety of reasonably standard, periodic "intermediate" or "end products," such as cost reports, trial balances, balance sheets, profit-and-loss statements or statements of sourcing and application of funds.

•

As requested, prepares appropriate commentary or explanations relating to report items of particular interest or significance; may use some judgment as to what is of interest. Conducts any pertinent investigation of the accounts involved.

•

May contact operating or staff personnel for the purpose of supplying or explaining data, securing information or describing additional data which could be made available; may furnish limited advice on accounting matters, especially where based on well-established principles and practices.

15

Family: Finance and Accounting (FA) Function: Accounting (FAA)

Accountant II Position Number: 1007 Reference Level: 14 General Characteristics Performs professional accounting work involving compilation, consolidation, and analysis of financial data. May include any or all of the following: ledgers and preparation of journal entries, fixed asset or inventory accounting, preparation of trial balance or financial statements, cost accounting, bank account reconciliation. This is the novice level, or second progression for the holder of a degree in accounting. Typically requires one to two years of experience within the accounting function, making this a contributing rather than a training position. Representative Activities • Performs general or cost accounting activities requiring some insight and depth of understanding. •

Applies accounting techniques and standard practices to the classification and recording of financial transactions.

•

Specifics of job content will vary from preparing journal entries and checking supporting entries, to carrying out well-defined steps in cost accounting analysis.

•

Drafts segments of statements and reports.

•

Begins to handle assignments involving analysis of data.

•

Work is generally reviewed at completion for accuracy and soundness.

16

Family: Finance and Accounting (FA) Function: Accounting (FAA)

Accountant I Position Number: 1008 Reference Level: 13 General Characteristics This is a basic accounting position typically occupied by a recent graduate or a longer-term employee who has risen through the bookkeeping ranks. This is the first level of position requiring an understanding of accounting fundamentals and principles, as well as good practice required for bookkeeping. Incumbents are still learning and training at this level. Representative Activities • Performs general or cost accounting activities requiring some insight and depth of understanding. •

Applies accounting techniques and standard practices to the classification and recording of financial transactions.

•

Specifics of job content will vary from preparing journal entries and checking supporting entries, to carrying out well-defined steps in cost accounting analysis.

•

Work is well-defined with review in progress, as well as at completion, for accuracy and soundness.

17

Family: Finance and Accounting (FA) Function: Accounting (FAA)

Payroll Manager Position Number: 5675 Reference Level: 15 General Characteristics Responsible for policy development and management of all payroll related functions to ensure proper set-up, processing, and generation of the company payroll. Has competency in HRIS and its applications. Representative Activities • Manages a payroll team from both an administrative and technical perspective. •

Responsible for company’s payroll policy development and set-up.

•

Manages the processing of payroll data from a team of Payroll Accountants.

•

Provides input from a technical point of view on selection of payroll software.

•

Responsible for calculating the effect of changes in the employee population or changes in laws and by-laws.

•

Ensures the computing, withholding, and calculating of deductions associated with net pay is done properly, including federal and state withholding and unemployment insurances, as well as direct deposit information.

•

Ensures calculations of gross to net payments of expenses related to relocation and expatriation.

•

Responsible for entering and maintaining all payroll journal entries to the general ledger and reconciliation of the payroll bank account.

•

Communicates with employees with regards to individual salary and deduction considerations.

•

Creates analytical reports for corporate and regional management.

•

Established expertise in the field and provides counsel and advisory to management.

18

Family: Finance and Accounting (FA) Function: Accounting (FAA)

Payroll Coordinator Position Number: 5682 Reference Level: 12 General Characteristics Performs varied payroll and clerical duties under direct supervision of Payroll Manager. Assigned tasks which require initiative, organization, and independent judgment in solving routine problems.

19

Family: Finance and Accounting (FA) Function: Accounting (FAA)

Payroll Clerk II Position Number: 5687 Reference Level: 11 General Characteristics Similar in responsibilities to Payroll Clerk I. Performs duties necessary for the calculation of accurate wages and salaries of employees. Typically requires detailed knowledge of procedures covering multiple payrolls which require different deduction and tax treatment.

20

Family: Finance and Accounting (FA) Function: Accounting (FAA)

Payroll Clerk I Position Number: 5689 Reference Level: 10 General Characteristics Performs routine duties necessary for the calculation of accurate wages and salaries of employees. Has detailed knowledge of procedures covering payrolls, which require some variations in deduction and tax treatment. While the position is structured to operate with minimum supervision, non-routine problems that arise are referred upwards. All calculations are subject to periodic checks by a supervisor and outside auditors. Representative Activities • Determines time worked from time sheets and verifies proper authorizations. •

Calculates payrolls, including standard deductions and taxes and/or prepares payroll data for machine processing, often against tight deadlines.

•

Posts payroll data on payroll sheets or terminals, showing all necessary information (e.g., names, working days, time, rate, deductions, etc.).

•

Answers routine payroll questions or collects factual data so that others can supply answers.

•

Assists more experienced personnel in calculation of special payments or preparation of reports.

21

Family: Finance and Accounting (FA) Function: Accounting (FAA)

Accounting Clerk IV Position Number: 1009 Reference Level: 11 General Characteristics Operates as a senior accounting clerk undertaking the more technical clerical accounting operations related to a specific accounting function. May have responsibility for the instruction and guidance of other accounting clerks engaged in routine work. Requires considerable accounting experience and a thorough understanding of accounting techniques as they apply to the activities of the section/department. Representative Activities • Prepares reports from statistical and financial data to ensure management receives appropriate information in an accurate and timely manner. •

Maintains ledgers, statements, and accounts within established procedures, taking appropriate action to secure or make payments, resolve discrepancies, etc.

•

Troubleshoots and handles the more technical aspects of work handled by less senior clerks.

•

Deals with external customers/suppliers in order to resolve non-routine queries and problems.

•

Likely to provide technical guidance and assistance in the training of less senior accounting clerks.

22

Family: Finance and Accounting (FA) Function: Accounting (FAA)

Accounting Clerk III Position Number: 1010 Reference Level: 10 General Characteristics Undertakes a range of specialized accounting clerical duties within a specific function. This is an experienced accounting clerk with a sound knowledge of book-keeping/accounting techniques, as may apply to the job. Has the ability to arrive at conclusions and follow the most appropriate course of action, within procedure constraints. Representative Activities • Analyzes data from statements, ledgers, accounts, etc. •

Identifies and undertakes initial investigation of variances against budgets and standards.

•

Collates and extracts data and produces routine reports, schedules, summaries, and letters for customers and suppliers.

•

May deal with customers and suppliers on the telephone to exchange information and clarify facts.

•

May provide ad-hoc analyses and summaries of information as requested.

•

May provide technical guidance and assist in the initial training of less senior accounts clerks.

23

Family: Finance and Accounting (FA) Function: Accounting (FAA)

Accounting Clerk II Position Number: 1011 Reference Level: 9 General Characteristics Carries out routine accounting clerical duties associated with a specific accounting function. Closely supervised, but able to organize own work to meet priorities and achieve deadlines. Non-routine items will involve a supervisor or more senior clerk. Typically requires some office experience and a good understanding of the procedures related to the job and how they fit the overall functioning of the department. Representative Activities • Processes payments, invoices, vouchers, etc. within closely defined procedures. •

Verifies calculations, checks or allocates codes, and checks or obtains information for incorrect or incomplete documents.

•

Scans statements, ledgers, and accounts to identify unusual/overdue items and selects the correct procedure for action, referring more complex items to a supervisor or senior clerk.

•

Prepares and/or verifies computer input where information is coded for computer processing.

•

Investigates statements, ledgers, and records in order to establish the facts required to deal with queries raised by suppliers, customers, and others in the department.

•

May prepare ad-hoc information and statistical breakdowns as directed, from readily available sources.

•

May raise standard letters in response to queries.

•

May have limited telephone contact with customers and suppliers to exchange information.

24

Family: Finance and Accounting (FA) Function: Accounting (FAA)

Accounting Clerk I Position Number: 1012 Reference Level: 8 General Characteristics Performs basic manual or computer related accounting tasks, typically within a sub-section of the accounting function. This is a junior accounting clerical position that could be entry-level, or require a modest amount of previous clerical experience. Minimal work organization is required to meet deadlines and non-standard situations are referred to a supervisor or more senior clerk. Typically requires familiarity with routine clerical procedures appropriate to the job and good numeric skills, but does not require knowledge of accounting or bookkeeping. Representative Activities • Processes payments, invoices, and vouchers in accordance with standard routine(s), checking for completeness and obvious errors. •

Extracts specified information or adds appropriate standard coding and attachments to documents.

•

Compiles simple summaries of information relating to documents processed.

•

Locates and extracts information from files and records as requested.

•

May perform simple addition, subtraction, multiplication, and division manually or using a calculator.

•

May assist more senior clerks under close supervision.

25

26

Finance and Accounting Controlling

27

This page left blank intentionally

28

Family: Finance and Accounting (FA) Function: Controlling (FAG)

Financial Controller II Position Number: 8590 Reference Level: 19 General Characteristics Manages the financial controlling function in accordance with corporate policies and procedures. Ensures development and implementation of financial controlling standards and processes. Typically is responsible for a large company’s subsidiary or several smaller subsidiaries. Manages a medium size team of and financial analysts. Representative Activities • Oversees all areas of financial controlling such as general accounting, cost accounting, payroll, payables, and receivables. •

Selects, develops, and assesses the suitability of processes, formats, and frequency of financial controlling and information collection, collation, and reporting.

•

Contributes to the selection of the different parameters used to develop operating and investment budgets (standard costs, activity indicators, economic background, etc.)

•

Liaises with units’ managers to validate the budgets and submits these to general management.

•

Reviews financial control documentation and provides reports for senior management.

•

Provides insight into the reasons for gaps between achievements and budget forecasts, and recommends corrective measures.

•

Responds appropriately to management queries in relation to the financial control environment.

29

Family: Finance and Accounting (FA) Function: Controlling (FAG)

Financial Controller I Position Number: 1854 Reference Level: 18 General Characteristics Manages consistent financial planning, forecasting, analysis and reporting activities to ensure consolidated reporting to support company’s management in business decision making. Representative Activities • Manages company’s budget including revenue/direct margin, EBITDA or CAPEX level and drives the yearly budget exercise and forecast with line management. •

Reports variances of revenue, OPEX, direct margin or investment/contract to provide an accurate financial situation with identification of risk and opportunity.

•

Analyzes, recommends and approves investment or profitability for complex files or projects (e.g. infrastructure, new products, and promotions) and selects those that support company’s strategy and optimize its commercial position.

•

Develops financial plans, organizes product structure in a business logic way and supports/advises in decision making, investment and customer offers.

•

Initiates, coordinates and tracks financial processes improvements and ensures the respect for financial standards and best practices.

•

Manages and motivates subordinate staff; reviews and assesses performance, builds employee capacity, supports their professional development and enables employees to optimize their contribution to the department.

30

Family: Finance and Accounting (FA) Function: Controlling (FAG)

Management Controller Position Number: 1694 Reference Level: 17 General Characteristics Supervises all financial controlling activities for a single cost center, such as a plant, in accordance with corporate and division policies and procedures. Representative Activities • Contributes to policy development in the area of financial controlling. •

Participates in the management team decision making process and has an influence on investment decisions.

•

Involved in the customizing of policies, procedures, and practices.

•

Conducts analyses and provides recommendations for improvement in both the efficiency and efficacy of the plant operations.

•

Implements and administers established financial controlling policies, procedures, and practices.

•

Ensures accurate and timely recording and reporting of operating results.

•

Provides financial analysis, interpretation of variances from budgets and standards, and advice to management.

•

Oversees the preparation of budgets and forecasts.

•

Ensures maintenance of general accounting, cost accounting, payroll, payables, and receivables.

•

Maintains balances at local banks.

•

Manages a small team of accountants and financial analysts, consisting of up to ten people.

Scope Variants

Operating Budget ($ Million):

Reference Level 18

Reference Level 17

Reference Level 16

>$30

$10-$30

$1 billion IT budget) may not report directly to the Director of IT. Representative Activities • Understands the long-term business needs and identifies the relevant technical platforms and application architectures requires to meet these needs •

Identifies sourcing strategy and strategic partnerships required to support the strategic objectives.

•

Provides guidance and assistance to Directors, senior managers and technical staff on technical and strategic issues.

•

Provides leadership to an internal strategy and architecture team.

78

Family: Information Technology / Internet-Based Technology (IT) Function: Application Development (ITA)

Application Development Manager Position Number: 1029 Reference Level: 19 General Characteristics Accountable for the development and maintenance of applications systems for assigned functional areas or locations of the organization. May be a team leader or manager, with responsibility for systems analysis, applications software, and programming. Has thorough knowledge of hardware, software, data communications, and user applications areas. Typically requires a relevant degree and seven to ten years of progressive experience with applications systems. Representative Activities • Ensures the development and maintenance of applications systems for assigned functional areas or locations of the organization. •

Sets a framework for the provision and support of solutions covering areas such as resourcing, program and project management, and development standards.

•

Manages a team of engineers in the field of systems analysis, applications software, and programming.

Scope Variants Reference Level 20

Reference Level 19

Principal work involved:

Principal work is development of advanced control/decision tools and commercial strength applications systems.

Principal work is application development and maintenance for varied complex types of applications systems.

Principal work is adaptation and maintenance of application systems.

Size of support team:

Team of more than 30 professional staff including sub-team leaders or supervisors is common.

Team of 15 to 30 professional staff members is common.

Team of up to 15 professional staff members is common.

79

Reference Level 18

Family: Information Technology / Internet-Based Technology (IT) Function: Application Development (ITA)

Application Architect Position Number: 6122 Reference Level: 18 General Characteristics Works at the highest systems level to provide expert advice and counsel to user management and IT project teams for systems of the most complex nature. Recognized as technical expert within the department and organization in systems design and analysis. Typically requires a relevant degree and eight to ten years of progressive IT experience. Representative Activities • Evaluates new technologies and develops departmental standard practices. •

Provides expert advice and counsel to user management and IT project teams for systems of the most complex nature, which typically cross functional/location lines.

•

Works under broad management direction.

Scope Variants Variants relate to substantial differences in complexity of systems developed and maintained by the unit. Compensation differences may also depend on whether the environment is mainframe only, client server/linked microcomputer only or a blend of both environments.

Principal work involved:

Reference Level 19

Reference Level 18

Reference Level 17

Principal work of unit is development of advanced control/decision tools and commercial strength applications systems.

Principal work of unit is application development and maintenance for varied complex types of applications systems.

Principal work of unit is adaptation and maintenance of PC and application systems.

80

Family: Information Technology / Internet-Based Technology (IT) Function: Application Development (ITA)

Application Designer Position Number: 1033 Reference Level: 16 General Characteristics May also be called: Senior Analyst Programmer, System Designer, Development Team Leader, Project Leader. Undertakes a technical leadership (high level business analysis and application design) and coordination on projects, and/or system maintenance activities. Any designs for particularly critical parts of systems are often submitted to an overall design authority. Likely to have direct control over a small team, but may also formally report into a project manager. Typically requires five to ten years of extensive design experience and excellent analysis capability. Representative Activities • Leads the process of detailed technical planning. •

Undertakes complex systems designs and leads the development process, using allocated colleagues as necessary for detailed analysis and coding activities.

•

Sets priorities and manages systems maintenance activities.

•

Leads (from a technical perspective) and coaches a small team of IT professionals.

•

May make a significant contribution to defining development standards for the development function, or lead internal projects.

81

Family: Information Technology / Internet-Based Technology (IT) Function: Application Development (ITA)

Application Developer II Position Number: 1034 Reference Level: 15 General Characteristics May also be called: Senior Software Engineer, Senior Analyst, Senior Systems Analyst, System Designer, Project Leader. Carries out mainstream application development and provides a support resource. Operates autonomously and without close supervision within a team structure. Capable of designing significantly more complex parts of a system, but work is checked by more experienced colleagues. Likely to have direct control over analyst programmers from time to time, but the programmers may formally report into someone else. Typically requires over five years of extensive development experience. Representative Activities • Undertakes systems analysis, design, and systems building activities, delegating some systems building tasks to less experienced colleagues where necessary. •

Manages and progresses a program of system maintenance activities, ensuring change requests and small enhancements are progressed.

•

May lead small, lower-risk projects, such as stand-alone systems or functionality enhancements for existing systems.

82

Family: Information Technology / Internet-Based Technology (IT)

Function: Application Development (ITA)

Application Developer I Position Number: 1035 Reference Level: 14 General Characteristics May also be called: Software Engineer, Senior Analyst, Business Analyst, Programmer. Carries out mainstream application development and provides a support resource. Capable of operating autonomously and without close supervision on many programming and maintenance activities. Self sufficiency is an essential requirement of this role. Typically requires two to three years of development experience, and a range of coding and analysis experience. Representative Activities • Assists with development by gathering information, performing analysis, and eliciting the details of user requirements in discussion with users. •

Undertakes programming, analysis, and testing tasks, working within a team.

•

Supports application software by fixing problems and making enhancements.

83

Family: Information Technology / Internet-Based Technology (IT)

Function: Application Development (ITA)

Analyst Programmer II Position Number: 1036 Reference Level: 13 General Characteristics May also be called: Programmer, Application Programmer. Carries out application maintenance and enhancements. Capable of operating autonomously and without close supervision on many programming and maintenance activities. Typically requires one year of development experience and a good working knowledge of the relevant environment and toolset. Representative Activities • Conducts coding and systems maintenance activities, with available help and guidance particularly on analysis. •

Assists needs analysis by information gathering and performing analysis.

•

Undertakes allocated programming and testing tasks, typically at the unit level, working within a team.

•

Supports application software by fixing problems and making enhancements.

84

Family: Information Technology / Internet-Based Technology (IT) Function: Application Development (ITA)

Analyst Programmer I Position Number: 1037 Reference Level: 12 General Characteristics May also be called: Junior Programmer, Trainee Analyst Programmer, Junior Application Programmer. Work tends to be task-based and closely supervised. This is a trainee development role, typically requiring only a few months of experience. Representative Activities • Performs simple programming tasks, working under close supervision. •

May also undertake testing and documentation tasks.

85

Family: Information Technology / Internet-Based Technology (IT) Function: Application Development (ITA)

Implementation Engineer Position Number: 1695 Reference Level: 15 General Characteristics Responsible for implementation of complex applications. Provides support to the end-user to install, tune, and use the application. Typically involved with applications such as SAP, Oracle Financials, etc. where the application is a toolbox, with strong emphasis on freedom for the end-user to adjust the application to departmental working processes and circumstances. Representative Activities • Involved in analyzing, customizing, and modifying applications. •

Defines implementation plan with developers and end-users.

•

Organizes new working processes and counsels and coaches the end-users.

•

Organizes and provides training programs.

•

Identifies structural weaknesses in the use of the application and prepares changes in design or tuning.

86

Family: Information Technology / Internet-Based Technology (IT) Function: Application Development (ITA)

Test Developer Position Number: 6146 Reference Level: 15 General Characteristics Ensures quality standards, project procedures, and deadlines are adhered to. This is the formal team lead level who is the main reference point for problem escalation and is expected to plan and monitor the work of the team. Familiar with relevant programming languages, localization tools, and technologies, in addition to being an authority on the testing process and application functionality. Typically requires strong project management, organizational, and people leadership skills. Representative Activities • Plans and leads the work of a team, ensuring delivery of the product within quality standards. •

Ensures that product testing is carried out within budget and established procedures.

•

Provides feedback and development input into quality assurance processes and strategy.

•

Designs testing scripts and adapts testing scripts from source manufacturers.

•

Provides testing support to vendors.

•

Works and communicates with other departments and vendors to ensure an effective quality assurance process is maintained and developed in the organization.

87

Family: Information Technology / Internet-Based Technology (IT) Function: Application Development (ITA)

Tester II Position Number: 6155 Reference Level: 14 General Characteristics Responsible for testing, but also has an informal team lead role based on experience and ‘expert’ knowledge of program functionality and testing procedures. Designs test scripts and provides overall project guidance and planning support. Expected to be familiar with relevant programming languages, localization tools, and technology. This is an experienced tester who has built up an authority of the testing process, applications, and software/technology behind the product. Representative Activities • Tests more complex (versus standard) software functionality. •

Provides informal guidance and mentoring to less experienced staff.

•

Coordinates the work of the team and follows through on problem identification and resolution to ensure overall quality assurance of the product.

•

Writes test scripts for own work and for others.

•

Assists in planning projects and resources.

•

Provides input into evaluation and enhancement of quality assurance processes and methodologies.

88

Family: Information Technology / Internet-Based Technology (IT) Function: Application Development (ITA)

Tester I Position Number: 6158 Reference Level: 13 General Characteristics Tests localized software according to prescribed procedures. While still working under supervision, expected to move into more functional testing, understanding, and interpretation of the code behind the application. Has a strong knowledge of a specific product application, the wider functionality of the product(s), and how their ‘piece’ of the product fits in. May suggest recommendations for bug/problem resolution, but generally expected to escalate identified and potential problems. This is an experienced tester, while still at a relatively low level. Typically requires one to two years of testing experience in a localization environment. Representative Activities • Identifies problems and bugs in the localized software according to prescribed test scripts and testing procedures. •

May provide recommendations for solutions, from experience and strong knowledge of the product.

•

Checks fixes and closes bugs; completes the quality testing cycle.

•

Escalates potential problems both in terms of specific bugs but also wider functionality issues.

89

Information Technology / Internet-Based Technology Infrastructure Development

90

This page left blank intentionally

91

Family: Information Technology / Internet-Based Technology (IT) Function: Infrastructure Development (ITB)

Network Integrator Position Number: 1038 Reference Level: 19 General Characteristics Accountable for the integration and coordination of all local area and wide area networks for the organization. Responsible for the technical architecture. Typically requires a relevant degree and eight to ten years of progressive IT experience with emphasis on multi-platform client server operating environments. Representative Activities • Carries out planning, design, installation, and management of hardware, software, and telecommunications systems. •

Recommends acquisition of new hardware, software, and/or telecommunications systems, as well as network security and access procedures.

92

Family: Information Technology / Internet-Based Technology (IT) Function: Infrastructure Development (ITB)

Network Architect Position Number: 1040 Reference Level: 18 General Characteristics Senior technical expert responsible for the design and implementation of an assigned technology. Typically requires a relevant degree and five to seven years of experience. Representative Activities • Produces documented frameworks, or architectures, which describe and are used to manage the implementation of a technical environment. •

Researches development in assigned technology, determines business requirements, proposes changes, and develops migration and implementation plans.

•

Provides input into the technology plan for the organization, and ensures that plans for their assigned technology integrate effectively with other aspects of the technical infrastructure.

•

Sets and administers standards for overall organization's relational database structure/architecture.

•

Advises management on technology purchases and on future projects or environment upgrades/modifications.

•

May provide consulting services to project teams on areas of expertise.

93

Family: Information Technology / Internet-Based Technology (IT) Function: Infrastructure Development (ITB)

Network Designer III Position Number: 1659 Reference Level: 16 General Characteristics Designs complex network solutions to support the company’s needs. This position can support both internal and external hardware and software application needs. Representative Activities • Designs complex networks. •

Analyzes and interprets needs and then delivers detailed solutions.

•

Works on complex needs where team working is essential. This can be with both international partners, who may include other telecom companies, and suppliers of both equipment and solutions.

•

Keeps abreast of the latest technologies and understands the commercial drivers for his work.

•

May produce an Internet network, a mobile network that can offer voice and data services.

•

Provides enhancements to existing products, networks that enable valueadded services, such as multi-media or charge card services.

•

Coaches less experienced colleagues.

•

Jobholder is a technical specialist in the field, who will design complex, hardware and/or software.

94

Family: Information Technology / Internet-Based Technology (IT)

Function: Infrastructure Development (ITB)

Network Designer II Position Number: 1660 Reference Level: 15 General Characteristics Designs network solutions to support the company’s needs. This position can support both internal and external hardware and software application needs. Representative Activities • Designs networks using various supplier products. •

Analyses and interprets customer needs and then delivers detailed solutions.

•

Keeps abreast of the latest technologies and understands the commercial drivers for his work.

•

May produce an Internet network, a mobile network that can offer voice and data services.

•

Provides enhancements to existing products, networks that enable valueadded services, such as multi-media or charge card services.

95

Family: Information Technology / Internet-Based Technology (IT) Function: Infrastructure Development (ITB)

Network Designer I Position Number: 1661 Reference Level: 13 General Characteristics Provides assistance in network design activities. This position can support both internal and external hardware and software application needs. Representative Activities • Assists in designing the network. •

Analyses and interprets customer needs.

•

Keeps abreast of the latest technologies.

•

Assists to produce an Internet network, a mobile network that can offer voice and data services.

•

Is involved in enhancements to existing products, networks that enable value-added services, such as multi-media or charge card services.

•

The jobholder is technically proficient on one part of the network or specific suppliers.

•

Jobholder works under supervision of more experienced colleagues.

96

This page left blank intentionally

97

Information Technology / Internet-Based Technology Technical Operations and End User Support

98

This page left blank intentionally

99

Family: Information Technology / Internet-Based Technology (IT) Function: Technical Operations and End User Support (ITC)

Network Operations Manager Position Number: 1039 Reference Level: 18 General Characteristics Leads a team of network administrators who provide continuous monitoring, troubleshooting, and first level maintenance of the various networks (LAN or LAN/WAN) and workstations, across all shifts. Typically requires a relevant degree and eight to ten years of IT experience with emphasis on network administration and on software and applications systems and programming. Representative Activities • Supervises and provides functional direction to the network administration team. •

Coordinates the use of internal technical support personnel and vendor support to provide higher levels of troubleshooting and maintenance.

•

Monitors overall performance of network(s) and recommends restructuring of, or additions to basic configuration, although not usually substantially involved in network technical design.

Scope Variants Variants relate to complexity of the user organization as indicated by total current annualized information technology and service expenses of the unit(s) served. Compensation differences may also depend on the number of platforms and LAN and/or WAN in the configuration of the environment.

Total Current Annualized Operating Expenses of the Client Unit(s) Served ($ Million):

Reference Level 19

Reference Level 18

Reference Level 17

> $200

$35 - $200

< $35

100

Family: Information Technology / Internet-Based Technology (IT) Function: Technical Operations and End User Support (ITC)

Network Administrator II Position Number: 1043 Reference Level: 16 General Characteristics Working within the framework of established operating procedures and in close cooperation with internal and external support personnel, provides troubleshooting and maintenance of data servers, user devices, and communications links, as necessary, to assure operational availability. Focuses on both hardware and software aspects of network operations across a multiple platform LAN/WAN configuration. Typically requires a relevant degree and three to five years of IT experience, including operations and moderately complex systems and programming. Representative Activities • Monitors use, capacity, and performance of network systems. •

Makes recommendations for changes and may implement agreed enhancements.

•

Ensures installation and implementation of new equipment/software as required.

•

Maintains effective security/backup and disaster recovery processes and systems.

•

Coordinates support, providing hands-on support where necessary.

•

Maintains effective relationships with external suppliers to ensure appropriate levels of support.

101

Family: Information Technology / Internet-Based Technology (IT) Function: Technical Operations and End User Support (ITC)

Network Administrator I Position Number: 1045 Reference Level: 14 General Characteristics Working within the framework of established operating procedures and in close cooperation with internal and external support personnel, provides troubleshooting and maintenance of data servers, user devices, and communications links, as necessary, to assure operational availability. Focuses on both hardware and software aspects of network operations in a LAN environment. Typically requires a relevant degree and up to one year of IT and/or high usage end-user experience. Representative Activities • Collects data to support the monitoring of use, capacity, and performance of network systems. •

Carries out agreed enhancements.

•

Installs and implements new equipment/software as required.

•

Performs activities related to maintaining effective security/backup and disaster recovery processes and systems.

•

Provides hands-on support.

102

Family: Information Technology / Internet-Based Technology (IT) Function: Technical Operations and End User Support (ITC)

Systems Administrator Position Number: 1698 Reference Level: 13 General Characteristics May also be called: Application Administrator, Network Administrator. Provides troubleshooting and non-standard maintenance of data servers, user devices, systems, applications, and communications links, as necessary, to assure operational availability. Representative Activities • Provides non-standard technical support to network users in response to specific requests. •

Troubleshoots non-standard hardware and/or software problems.

•

Provides training on hardware and/or software use.

•

Provides feedback on commonly encountered problems and misunderstandings to enhance user documentation and/or training programs.

•

Works within the framework of established operating procedures and in close cooperation with internal and external support personnel.

103

Family: Information Technology / Internet-Based Technology (IT) Function: Technical Operations and End User Support (ITC)

Network Management Analyst Position Number: 1696 Reference Level: 12 General Characteristics Manages client networks and takes the correct counter measures in case of emergencies. Activities mainly involve network alarms, login-accidents, network analysis, and configuration design, as well as keeping the relevant parties up to date about the progress and general domestic tasks. Deals with a number of affairs to ensure that problems are solved, or that progress is being made in finding a solution, while established service levels are met. Works in accordance with established guidelines and procedures. Typically requires relevant technical education on an intermediate vocational level and at least two years of relevant experience in a similar company/environment, broad knowledge of data communication, and relevant tool sets for network administration. Representative Activities • Detects network alarms and failures accurately. •

Gives support with network planning, architecture engineering, and development of technical standards and interface applications.

•

Researches network failures and guarantees effective troubleshooting.

•

Cooperates with the relevant parties to keep gaining progress in finding a solution.

•

Quickly implements escalation procedures to guarantee the correct level of management and technical awareness.

•

Reports, processes, and terminates incidents correctly in the relevant continuation systems.

•

Detects and implements network applications, movements, and changes as reported.

•

Executes acceptance tests for new elements in client networks.

•

Drafts and distributes maintenance statements for planned and unexpected maintenance.

•

Updates and changes client documentation and work procedures if necessary, in accordance with the quality guidelines of the enterprise.

104

Family: Information Technology / Internet-Based Technology (IT) Function: Technical Operations and End User Support (ITC)

IT Operations Manager Position Number: 1047 Reference Level: 18 General Characteristics May also be called Operations Manager. Directs the delivery of the complete range of computer and network services required by a major business. Typically requires significant experience in managing the delivery of technical services, together with project management experience in technical infrastructure areas. Typically this position will report to a Director of IT or Head of IT. Representative Activities • Identifies requirements for IT-based services that exist across the business, to provide a satisfactory basis for a service and infrastructure plan. •

Identifies and implements the technical and resourcing approaches that are needed to deliver the necessary services effectively and efficiently.

•

Delivers and manages all IT services in a way that meets business requirements.

•

Ensures that design and selection of business application systems is informed by operational realities, and that new applications systems are successfully integrated and operated within the operational environment.

•

Works with other senior managers to ensure that the IT strategy recognizes operational and technical best practice.

•

Leads and manages a large team of IT professionals.

Scope Variants Reference Level 18

Reference Level 19

Staff:

> 25 – 50

> 50

Budget responsibility ($Million/year):

> 10

> 25

105

Family: Information Technology / Internet-Based Technology (IT) Function: Technical Operations and End User Support (ITC)

Operations Team Leader II Position Number: 7436 Reference Level: 16 General Characteristics Responsible for the satisfactory management and completion of an allocated shift, as well as occasional important roles on internal projects, within a large data center. Data center serves multiple business units, whose minute-by minute operations are critically dependant on systems operations, and is at the extreme end of the size/complexity scale. Often leads a team of four to fifteen people, including very experienced operators who are able to accept responsibility for major areas of shift operations. Typically requires a wide breadth of operations experience involving data centers and networks at the high end of the size/complexity scale, clear team leadership capability, ability to instill confidence in senior customers, and some experience at the shift leader level. Reports to a service or operations manager within a data center. Representative Activities • Ensures that system and network conditions are monitored and that any service-affecting issues are promptly addressed. •

Confirms that all necessary services are available and that workloads are run in line with required service levels, delegating tasks to members of the team and ensuring effective handover to the incoming shift leader.

•

Ensures customer calls are dealt with effectively by the team.

•

Manages the problem resolution process for significant systems problems, involving communicating with technical and senior business colleagues.

•

Plans and progresses assigned projects involving changes to the infrastructure, application systems or procedures.

•

Influences and shapes proposed initiatives to improve their effectiveness.

106

Family: Information Technology / Internet-Based Technology (IT) Function: Technical Operations and End User Support (ITC)

Operations Team Leader I Position Number: 6257 Reference Level: 14 General Characteristics Responsible for the satisfactory management and completion of an allocated shift, within a data center. Data center may operate a limited shift pattern and serve one or two business units. Provides leadership to a small team, typically one or two other operations staff. Typically requires a wide breadth of operations experience involving data centers and networks gained over several years, together with some leadership capability. Reports to a service or operations or manager. Representative Activities • Ensures that system and network conditions are monitored and that any service-affecting issues are promptly addressed. •

Confirms that all necessary services are available and that workloads are run in line with required service levels, delegating tasks to members of the team.

•

Ensures that customer calls are dealt with effectively by the team.

•

Progresses assigned tasks involving changes to the infrastructure, application systems or procedures.

•

Manages the problem resolution process for significant systems problems, involving technical colleagues and communicating with the business.

107

Family: Information Technology / Internet-Based Technology (IT) Function: Technical Operations and End User Support (ITC)

Computer Operator II Position Number: 6267 Reference Level: 12 General Characteristics Operates and monitors computer equipment using established programs and programs under development. Corrects operating problems at a basic level. This is normally the fully trained computer operator. Supervision is relatively close and technical assistance is close at hand. Representative Activities • Selects the proper disks/databases/programs and manipulates controls on the console. •

Observes operating processes in progress and reports any deviation from standards.

•

Detects the nature of minor operating problems or failures and makes console adjustments where possible.

•

Solves operating problems within well defined procedures and using standardized tools.

•

Maintains operating records, such as performance and production reports.

108

Family: Information Technology / Internet-Based Technology (IT) Function: Technical Operations and End User Support (ITC)

Computer Operator I Position Number: 6270 Reference Level: 11 General Characteristics Assists more experienced computer operators on assigned shift. Works from well-defined, detailed instructions. Incumbent expects to progress to the next level of operator. Representative Activities • Initializes CPU and performs memory maintenance functions following non-complex start-up procedures. •

Executes processing flow in accordance with routine operating procedures.

•

Monitors control console to check for deviations from standards and status of operations.

•

Executes routine queries for machine malfunctions and reports findings to more senior-level operators for disposition.

•

Maintains computer operating records, such as machine performance and production reports.

•

Loads data-storage devices.

109

Family: Information Technology / Internet-Based Technology (IT) Function: Technical Operations and End User Support (ITC)

Assistant Computer Operator Position Number: 6273 Reference Level: 10 General Characteristics Assists higher classification operator(s) in operating computer and peripheral equipment, following well-defined detailed instructions. This is an entry/trainee position, in which the incumbent is learning under close supervision. Representative Activities • Loads and manipulates disks, databases, and programs as directed. •

Observes performance on console, reporting any deviations from standards.

•

Operates peripheral EDP equipment as required.

110

Family: Information Technology / Internet-Based Technology (IT) Function: Technical Operations and End User Support (ITC)

Help Desk Manager Position Number: 6216 Reference Level: 18 General Characteristics Immediate manager or team leader of a group of analysts and specialists who provide end-user computing support services. Has technical expertise in enduser computing activities and in-depth knowledge of hardware, software, and user requirements, and managerial skills to supervise technical personnel in a service-oriented environment. Typically requires a relevant degree and seven to ten years of progressive experience. Representative Activities • Responsible for providing end-user IT support including portfolio of software and hardware products. •

Manages evaluation of new products, equipment ordering, and installation.

•

Increases efficiency and effectiveness of information flows.

•

Keeps the infrastructure available: computers, networks, telecommunications.

•

Takes measures for the security of infrastructure and plans fallback/recovery options.

•

Conducts start-up training and ongoing user assistance.

•

Works closely with users, IT management, and vendors to assure the availability and compatibility of services.

Scope Variants Variants relate to complexity of user applications and locations, and to size of user population, which may require a substantially larger or smaller support team with noticeably more or less specialization. Compensation differences may also depend on whether the environment is centralized or distributed and whether it is mainframe only, client server/linked microcomputer only or a blend of both environments.

Support Complexity:

Reference Level 19

Reference Level 18

Reference Level 17

High, due to multiple complex user applications,

Typical due to moderate complexity of user

Limited, due to routine nature of user applications,

111

large number of user locations and configurations, and/ or very large user population (professional staff of fifteen or more is common).

applications, number of user locations and configurations, and size of user population (professional staff of three to fifteen is common).

112

relatively few user locations and configurations, and relatively limited user population (professional staff of three or less is common).

Family: Information Technology / Internet-based Technology (IT) Function: Technical Operations and End User Support (ITC)

Help Desk Specialist Position Number: 1050 Reference Level: 14 General Characteristics Provides specialized technical support services in an area of IT services related to hardware, infrastructure, software, databases, networks or servers in order to ensure effective and efficient availability, deployment and maintenance of all IT assets. Representative Activities •

Identifies, researches, analyzes, and resolves information systems problems.

•

Records and documents hardware/software problems, system crashes, actions and solutions on the technical database in the problem management system in order to facilitate the monitoring of trends, recurring issues and service delivery.

•

Provides second level support by troubleshooting and repairing hardware (computers, servers and equipment), infrastructure (networks) or software (web-based applications, databases, word processing programs) and implementing corrective action to ensure timely resolution of user’s IT issues.

•

Provides specialized advice and training to users on the optimal use of computer equipment and software to increase effective and efficient use by clients.

•

Manages well defined projects within their own work unit or department which have minimal financial and operational risk to ensure the efficient and effective implementation of upgrades.

•

Assists in selection and evaluation of hardware and software to add value to the IT function and the organization.

113

Family: Information Technology / Internet-Based Technology (IT) Function: Technical Operations and End User Support (ITC)

Support Assistant Position Number: 1700 Reference Level: 12 General Characteristics Provides standard end-user support and troubleshooting. Representative Activities • Contributes to the development and modification of the network/system and its various components. •

Installs and updates software.

•

Maintains and executes security procedures.

•

Collects data, performs analysis, and suggests improvements on usage, disruptions, and problems.

•

Solves disruptions/problems.

114

Family: Information Technology / Internet-Based Technology (IT) Function: Technical Operations and End User Support (ITC)

Help Desk Analyst Position Number: 1046 Reference Level: 11 General Characteristics Provides technical support to clients by analyzing, identifying, and resolving client issues. Issues can vary from simple questions to more complicated matters. Handles many requests in a short amount of time and is responsible for client satisfaction. Typically requires relevant technical education at an intermediate vocational level and six months to one year of working experience in a technical help desk environment. Representative Activities • Answers calls within time guidelines. •

Analyzes and interprets client questions to determine the problem and solve it.

•

Offers fitting and creative solutions for client issues which meet all previously fixed quality standards.

•

Escalates calls within the given time guidelines.

•

Answers client questions and gives information, advice or instructions to clients.

•

Responsible for client satisfaction with regard to all performed activities.

•

Answers and registers client questions in the available system.

•

Cooperates internally to answer client questions and solve issues.

115

Family: Information Technology / Internet-Based Technology (IT) Function: Technical Operations and End User Support (ITC)

Systems Specialist III Position Number: 6221 Reference Level: 17 General Characteristics May also be called: Lead Systems Programmer, Systems Programming Team Leader. Provides highly skilled and experienced systems software expertise, working largely autonomously on a range of projects and tasks, typically ranging from several days' to several months' work. Leads mainframe technical strategy on a small site, or plays a leading role in one major area of mainframe technology on a very large site. Typically requires at least eight years of experience in systems software work, including high design content. Representative Activities • Evaluates relevance of vendors' products and services, often leading the evaluation process. •

Assesses performance of the mainframe systems, identifying and evaluating the suitability of adjustments that will improve performance.

•

Supervises production of new systems software modules, and adaptation or re-configuration of existing system software products.

•

May personally develop systems software and implement changes to the software environment.

•

Provides technical support to operations staff and application developers during resolution of production problems.

•

Advises and assists on high level design of new applications or implementation of packages, to ensure effective operation within the systems environment.

116

Family: Information Technology / Internet-Based Technology (IT) Function: Technical Operations and End User Support (ITC)

Systems Specialist II Position Number: 6233 Reference Level: 14 General Characteristics Provides technical support to personal computer and PC network users in response to specific requests. Typically requires an associate or bachelors degree in another field and one to two years of end-user experience; any relevant IT experience may be through this assignment. Representative Activities • Troubleshoots non-complex hardware and/or software problems. •

Provides basic training on hardware and/or software use.

•

Manages day-to-day aspects of networks and servers.

•

By supervising others, installs PC and server software, hardware, and cabling, including non-standard configurations, providing connectivity where necessary.

Scope Variants Variants relate to job content level in determining the appropriate job match. Larger variant is similar to Information Center Analyst. Smaller job content level works with more routine and clear requests and simpler hardware and software problems. Compensation differences may also relate to whether the environment is centralized or distributed and whether it is mainframe only, client server/linked micro-computer only or a blend of both environments. Reference Level 15

Support Complexity:

See Information Center Analyst.

Reference Level 14

Reference Level 13

Typical because technical support is provided to network users in response to specific requests. Troubleshooting is for non-complex hardware and software problems.

Limited because technical support of a routine nature is provided in response to clearly framed requests. Trouble shooting is for simple hardware and software problems.

117

Family: Information Technology / Internet-Based Technology (IT) Function: Technical Operations and End User Support (ITC)

Systems Specialist I Position Number: 6235 Reference Level: 13 General Characteristics May also be called: PC Technician, Desktop Support Analyst, LAN Analyst, Network Technician. Provides a range of technical assistance to users of distributed systems. Often knowledgeable about a particular infrastructure, rather than a full range of experience. Typically requires at least two years of operational experience of standard office applications, operating systems, and networking. Representative Activities • Installs PC software, hardware, and cabling, including non-standard configurations, providing connectivity where necessary. •

Manages some day-to-day aspects of networks and servers under the direction of more experienced colleagues.

•

Resolves less common problems or queries, received directly by users or via a help desk.

•

Provides some one-on-one training for users.

118

Family: Information Technology / Internet-Based Technology (IT) Function: Technical Operations and End User Support (ITC)

Technical Support Specialist Position Number: 6230 Reference Level: 14 General Characteristics May also be called: Senior LAN Analyst, Senior Network Technician. Provides a wide range of technical assistance to users of distributed systems. May be responsible for the satisfactory performance of a number of servers or networks. Thoroughly conversant with relevant LAN operating systems, networking protocols, and standard application suites, and may also be knowledgeable in some mainframe access methods. Involvement extends to all elements included in supporting end-to-end service; servers, networks, workstations, mainframes. Typically requires at least five years of IT operational experience, covering standard office applications, operating systems, and networking. Representative Activities • Either personally or by supervising others, installs PC and server software, hardware, and cabling, including non-standard configurations, providing connectivity where necessary. •

Manages most day-to-day aspects of networks and servers.

•

Resolves less common problems or queries, received directly by users or via a help desk.

•

Provides some one-on-one training for users.

119

Family: Information Technology / Internet-Based Technology (IT) Function: Technical Operations and End User Support (ITC)

Field Service Engineer Position Number: 1051 Reference Level: 11 General Characteristics Responsible for unrolling, maintaining, and repairing IT products, such as PCs, working stations, printers, terminals, and corresponding hardware. May be involved in upgrading existing systems and providing routine maintenance. All tasks are expected to be executed in accordance with quality standards and technical procedures, leading to a high degree of client satisfaction. Typically requires relevant technical education on an intermediate vocational level and six months to one year of relevant experience. Representative Activities • Prioritizes and schedules work; works autonomously. •

Executes failure diagnoses, simple troubleshooting, and effective repair of desktop products.

•

Escalates calls within the given time guidelines.

•

Installs and tests desktop products.

•

Installs, tests, and controls basic software for operating systems (DOS, Windows) and standard applications.

•

Executes back-ups and repairs PCs.

•

Performs upgrades and conversions, including the replacement of hardware such as keyboards, screens, disks, etc.

•

Takes care of a strict check of the present inventory by a swift replacement of spare parts.

•

Performs standard reporting.

•

Installs and configures desktop products in network environments.

•

Detects and eliminates PC viruses with standard software tools.

•

Solves configuration problems.

120

This page left blank intentionally

121

Information Technology / Internet-Based Technology Data Management and Security

122

This page left blank intentionally

123

Family: Information Technology / Internet-Based Technology (IT) Function: Data Management and Security (ITD)

Database Manager Position Number: 1052 Reference Level: 18 General Characteristics Manages a small group or team to design, maintain, and implement database management systems, which provide the organization with orderly methods of data storage and controlled access to data. Demonstrates technical expertise in applications software, computer hardware, data communications, programming and systems analysis techniques, and continuous operation planning and management. Typically requires a relevant degree and eight to ten years of experience with database management systems. Representative Activities • Leads the design of new databases or enhancements to existing databases in line with end-user and application requirements. •

Leads implementation of appropriate database management systems.

•

Monitors database performance and takes appropriate action to maintain its availability, accuracy, and efficiency.

•

Identifies and implements access controls in line with organizational policies and requirements of the application.

•

Provides guidance and advice to database team.

•

Liaises with computer operations staff to ensure adequate backup and recovery procedures are in place.

Scope Variants Variants relate to complexity of the user organization as indicated by total current annualized information technology and service expenses of the unit(s) served.

Total Current Annualized IT & Service Expenses of the Unit(s) Served ($ Million):

Reference Level 19

Reference Level 18

Reference Level 17

>$200

$35 - $200

< $35

124

Family: Information Technology / Internet-Based Technology (IT) Function: Data Management and Security (ITD)

Database Architect Position Number: 1055 Reference Level: 17 General Characteristics Accountable for developing and maintaining the organization data model. Has a broad understanding of all systems, applications, and uses of data, as well as knowledge of existing and emerging data modeling approaches and tools. Has high degree of technical proficiency in design of database applications and knowledge of operating interrelationships between databases and the organization's other systems. Typically requires a relevant degree and seven to ten years of experience. Representative Activities • Monitors and identifies trends in data usage and opportunities to reduce data redundancy. •

Maintains technical knowledge and understands emerging data concepts.

•

Designs, develops, and installs database management systems applications.

•

Monitors database usage and takes action/makes recommendations to ensure effective capacity.

•

Ensures appropriate linkages to existing database applications and to other data processing systems.

•

May provides technical guidance, work leadership, and direction to less experienced database analysts.

125

Family: Information Technology / Internet-Based Technology (IT) Function: Data Management and Security (ITD)

Database Administrator Position Number: 1057 Reference Level: 16 General Characteristics Responsible for ensuring the control, integrity, and accessibility of the database file structure of one or more databases with multiple concurrent users. Typically requires a relevant degree and three to five years of IT experience. Representative Activities • Approves database specifications. •

Installs and tests databases and associated products.

•

Provides fault isolation and resolution.

•

Designs the distribution of database resources.

•

Provides physical modeling and design services.

•

Tunes database applications for optimum performance.

•

Implements disaster recovery and contingency plans.

126

Family: Information Technology / Internet-Based Technology (IT) Function: Data Management and Security (ITD)

Database Analyst Position Number: 1058 Reference Level: 15 General Characteristics Contributes to the effective management of assigned databases and associated applications. Works under close direction of a more experienced database analyst to learn the system's disciplines, languages, procedures, and controls. Typically requires a relevant degree and one to three years of IT experience with database management emphasis. Representative Activities • Participates in the design of databases. •

Contributes to the maintenance of the data dictionary.

•

Supports the making of a detailed conceptual data model and the translation into outline designs.

•

Assists in testing and carries out basic modifications to database management systems applications.

•

Migrates databases into training and operational environments, safeguarding existing systems from adverse effects.

•

Gathers data to contribute to monitoring database usage.

127

Family: Information Technology / Internet-Based Technology (IT) Function: Data Management and Security (ITD)

Assistant Database Analyst Position Number: 1701 Reference Level: 13 General Characteristics Contributes to the effective management of assigned databases and associated applications. Works under supervision of more experienced colleagues, assisting them as needed. This is the junior level in data management. Typically requires a bachelor's degree in an IT related field. Representative Activities • Assists in identifying how to design a database and maintain the data dictionary. •

Supports the making of a detailed conceptual data model and the translation into outline designs.

•

Assists in designing, testing, and modifying database management systems applications and controls.

•

Helps to migrate databases into training and operational environments, safeguarding existing systems from adverse effects.

128

Family: Information Technology / Internet-Based Technology (IT) Function: Data Management and Security (ITD)

Authorization Officer Position Number: 1786 Reference Level: 12 General Characteristics Contributes to the effective management of the authorization process for databases and applications, in order to control the risk of unauthorized access and to comply with internal and external regulations. Works within specific working instructions and guidelines regarding the authorization process. This is an administrative job in the field of data management and security. Typically requires a vocational degree with three to five years of working experience. Needs good knowledge of the organization and IT systems in order to assess requests for authorization. Representative Activities • Analyzes authorization requests from end-users and management, gathers all information needed to validate an authorization request •

Coordinates the authorization process

•

Creates awareness with management regarding the risks of unauthorized access

•

Provides support in optimizing the authorization process including the development of request forms.

129

Family: Information Technology / Internet-Based Technology (IT) Function: Data Management and Security (ITD)

Data Entry Operator II Position Number: 1059 Reference Level: 10 General Characteristics Codes and transcribes data into computer equipment from a variety of source documents, using data-entry devices. This is a seasoned operator, responsible for high levels of output in a production environment. Representative Activities • Locates the items to be entered on the source document and deciphers illegible documents. •

Codes items using prepared reference materials.

•

Extracts information from several documents in accordance with job directions.

•

Proofs work of others through manual check or by using verifying devices.

•

Prepares summarization of time logs for charging.

•

Checks data controls to assure quality of input.

•

Participates in scheduling the flow of work for the unit.

130

Family: Information Technology / Internet-Based Technology (IT) Function: Data Management and Security (ITD)

Data Entry Operator I Position Number: 1060 Reference Level: 9 General Characteristics Transcribes data from source documents using data entry devices and following standardized procedures. Additionally applies coding and application skills to make some determinations, due to exceptions and special instructions, often requiring judgmental decisions in coding. Representative Activities • Operates alphabetical, numerical or a combination of data entry systems. •

Locates the items to be entered on the source document, sometimes having to decipher illegible documents, and assists in preparing new ones.

•

Extracts information from several documents.

•

Searches for and interprets information on the documents to determine information to be entered.

•

Verifies work of self and others using various devices and procedures.

131

Family: Information Technology / Internet-Based Technology (IT) Function: Data Management and Security (ITD)

IT Security Specialist II Position Number: 1053 Reference Level: 17 General Characteristics Ensures the safety and security of all information systems assets. This is an individual contributor with significant breadth and depth of expertise in the data access/security arena. Typically requires a relevant degree and more than eight years of experience in varied IT, database management, and high exposure end-user situations. Final responsibility for IT security on strategic, tactical and operational level in a middle sized company. Representative Activities • Designs and implements procedures and controls necessary to ensure and protect information systems assets. •

Ensures prevention of intentional or inadvertent access, modification, disclosure or destruction.

•

Provides guidance and direction both within IT and among users for the physical protection of information systems assets, corporate information, and intellectual property assets.

132

Family: Information Technology / Internet-Based Technology (IT) Function: Data Management and Security (ITD)

IT Security Specialist I Position Number: 1785 Reference Level: 15 General Characteristics Supporting in ensuring the safety and security of all information systems assets. Typically requires a relevant degree and three years of experience in varied IT, database management, and high exposure end-user situations. Reports to a higher level IT security specialist or IT Security Manager. Representative Activities • Controls and monitors IT and telecommunication security within given authority. •

Identifies and analyzes the operational risks for IT systems security.

•

Analyzes business needs in the information security area and recommends and gives opinions on technical security implementations and solutions.

•

Supports in the design and implementation of IT security solutions.

133

Information Technology / Internet-Based Technology Service Level and Process Management

134

This page left blank intentionally

135

Family: Information Technology / Internet-Based Technology (IT) Function: Service Level and Process Management (ITE)

Vendor Manager Position Number: 1787 Reference Level: 19 General Characteristics Provides IT Management with purchasing services, contract and supplier management and ensure best value for products and services from vendors. This job covers vendor selection, procurement and contract management processes as well as relationship management with relevant market parties. Has comprehensive knowledge of market intelligence and international sourcing and had broad experience in vendor management processes. Is recognized as a source of staff expertise for all vendor management activities. Works independently or as a team leader on activities of high risk and complexity. This is a strategic function reporting to senior IT Management. For this level, the total amount of outsourced contracts is more than $50 million. Representative Activities • Contributes to the outsourcing strategy of a large IT organization (total IT budget amounts more than $100 million). •

Responsible for the development and implementation of outsourcing processes and contract management processes.

•

Analysis of requirements for IT products and services and selection of vendors.

•

Negotiates large contracts with vendors in cooperation with procurement and with mandate from IT management.

•

Monitors vendor performance and takes corrective action if necessary.

136

Family: Information Technology / Internet-Based Technology (IT) Function: Service Level and Process Management (ITE)

Service Level Manager II, I Position Number: 1788, 1789 Reference Level: 17, 15 Also may be called: Contract Manager, Service Manager, Third Parties Manager General Characteristics Responsible for development, management, and monitoring of one or multiple contracts and service level agreements for a broad range of IT products and services. Supports the (commercial or IT) organization by handling standard and extra-service contracts, maintains relations with (internal or external) clients Typically requires a relevant bachelor education and at least 5 years of relevant working experience, with some managerial/supervisory experience. Typically reports to a Vendor Manager, Manager Client Services or Manager Service (Level) Management. Representative Activities • Interprets and defines terms and conditions required for the contract or service level agreement. •

Contracts and negotiates contract amendments with suppliers or with internal customers and provides guidance on contractual matters.

•

Manage contractual performance with (internal or external) suppliers or commercial clients and takes corrective actions if necessary

•

Provides expertise to the business on investigation, solution and renegotiation of the contract or alternative sourcing solutions.

•

Researches developments in the management area, advises, and supports, with respect to methods, techniques, and tools.

•

Manages the total contract environment from the process point of view, such as directing subcontractors.

•

Advises clients concerning possible changing processes.

Scope Variants Reference Level 17

Reference Level 15

137

Scope

Focus on end-to-end management of contracts and/or service level agreements for a broad range of IT services and/or products, including management of subcontractors

Focus on monitoring performance of existing contracts and service levels for a specific set of IT services and/or products

Size of contracts

Manages contracts of > $25 million

Manages contracts of > $2 million

138

Family: Information Technology / Internet-Based Technology (IT) Function: Service Level and Process Management (ITE)

ERP Implementation / IT Process Manager II, I Position Number: 1790, 1791 Reference Level: 16, 14 General Characteristics Leads the management, monitoring, and improvement of both existing and new ERP/IT processes like change management, release management and incident management. This is accomplished by acquiring a thorough understanding of ERP/IT processes, products, services and its contractual commitments, by monitoring the existing processes and by advising on line management improvements of ERP/ IT processes. Documentation, maturity assessments, and quality assessments may be performed on processes to meet contractual requirements and cost savings. Representative Activities • Analyzes and documents existing processes, formats and supporting systems within the IT organization and makes improvements if necessary. •

Continuous monitoring of process performance (e.g. throughput time incidents) and reports performance to responsible management.

•

Coordinates workload within appointed process(es).

•

Identifies best practices and applies these to meet efficiency and cost objectives and measurements are applied to demonstrate results.

•

Identifies goals that have been established for process performance; identifies contractual commitments that relate to process development and/or deployment.

Scope Variants

Responsibility

Reference Level 16

Reference Level 14

Focus on monitoring, less focus on direct improvement. Responsible for the monitoring and improvement of a company wide, complex and critical process.

Responsible for the management of a small, less complex process or processes in a part of the organization.

139

140

Family: Information Technology / Internet-Based Technology (IT) Function: Service Level and Process Management (ITE)

Planner Position Number: 1699 Reference Level: 12 General Characteristics Schedules activities in the data center in accordance with internal clients, regulated operations procedures, and available system capacity. Typically requires intermediate vocational education and at least five years of relevant working experience. Representative Activities • Intakes new assignments, discusses terms, possibilities, and time agreements, and schedules activities in such a way that optimal systems’ productivity is guaranteed. •

Schedules maintenance activities

•

Maintains the schedule and initiates adjusting actions if necessary.

•

Guards system performance and detects capacity problems, in a timely manner.

•

Coordinates contacts with internal clients, management, and internal and/or external suppliers.

•

Executes all occurring administrative tasks within the department, including documentation.

141

This page left blank intentionally

142

Information Technology / Internet-Based Technology IT Consultancy

143

This page left blank intentionally

144

Family: Information Technology / Internet-Based Technology (IT) Function: IT Consultancy (ITF)

Managing Consultant Position Number: 1792 Reference Level: 20 Also may be called: Senior Business Consultant, Principal Consultant, Head of Business Analysis, Team Leader Business Consultancy General Characteristics Takes a leadership role in identifying how a major, complex organization can become more effective, typically by radically re-engineering core processes, and restructuring. Translates client and/or business needs into strategic change proposals and IT programs. This job requires extensive knowledge of company and competitor business operations, unusually high personal credibility among senior managers, and a thorough understanding of the system development and implementation process, gained on a variety of significant business change projects. At this level the individual is likely to lead the analysis for projects of many millions of dollars, involving a project team of dozens of people, several of whom will report directly in. In a commercial environment, this job will have significant commercial impact, which is translated in a high sales target. Representative Activities • Identifies and exposes the business opportunities and implications of reengineering projects. •

Leads a team of business analysts in progressing the detail of reengineering processes and projects.

•

Works with business systems colleagues to analyze the high-level information requirements and information flows required to support better processes, and supports business system colleagues through the development process.

•

Takes the lead in setting the system testing strategy and in planning implementation, and ensures a team is in place for the testing and implementation phases.

•

Persuades senior managers of the benefits of change in situations where there is significant resistance, and likely disruption to business.

•

In a commercial environment: identifies sales leads and generates revenue by managing existing clients

Scope Variants 145

Reference Level 19

Reference Level 20

Expertise

Has specific expertise and leads knowledge development within a specific discipline or industry. Stakeholders are on highest IT Management level and senior business management.

Recognized as an expert in a broad field of business and IT Management, gives general direction to IT department, stakeholders are on executive level.

Scope

Gives advice on tactical matters. Translates strategy and policies into improved/changed processes, (new) guidelines, standards and models.

Gives advice on strategic matters. Designs new processes and models which will contribute to new insights with regard to strategic IT decisions.

146

Family: Information Technology / Internet-Based Technology (IT) Function: IT Consultancy (ITF)

Business Consultant Position Number: 1793 Reference Level: 17 General Characteristics Takes an important role in operational, tactical or strategic analysis of a company's total business in relation to used technology. They identify strategic capabilities needed to create and sustain one or more sources of competitive advantage. These capabilities may come in the form of process, information technology, organization enablement, or knowledge. They identify best practices and client performance gaps, if any. They use tools to identify, align, and change the factors that affect performance, stability, and teaming. Responsible for understanding and assessing a client’s business operations, identifying issues and opportunities and recommending appropriate solutions. They ensure proper translation of business requirements into a set of structured business process, knowledge, technology, and organization specifications that satisfy the client’s strategic and operational objectives. This job requires extensive knowledge of company business operations, unusually high analysis capability, and a thorough understanding of the system development and implementation process, probably gained on more than one significant business change project. Representative Activities • Identifies and exposes the business opportunities and implications of reengineering projects. •

Development of business cases and performs impact analysis, thereby engaging a wide range of stakeholders within business and IT

•

Persuades senior managers of the benefits of change in situation where there is significant resistance, and likely disruption to business.

•

Leads a small team of business analysts in progressing the detail of reengineering projects.

•

Works with business system colleagues to analyze the high-level information requirements and information flows required to support better processes, and supports business system colleagues through the development process.

Scope Variants Reference Level 16

Reference Level 17

147

Reference Level 18

Expertise

Scope

Working and thinking level on Masters level with 3-5 years of experience in a specific functional business environment and related IT systems.

More than 5 years of experience in a specific functional business environment and IT related systems. Excellent consulting skills.

More than 8 years of experience with different business environments and IT systems. Excellent consulting and project management skills, is familiar with an international, multicultural environment.

Is appointed to one or more business domains. Focus on clear assignments regarding business analysis as well as implementation of changes with regard to business processes and related IT solutions.

Is appointed to one complex or more diverse business domains. Focus on relationship management, innovation and development of business cases which have a large impact on business processes; ensures realisation of business cases after approval.

Is appointed to more than one global business domain. Focus on strategic relationship management, innovation, expert advice and project management. Develops and implements business cases which have strategic impact on (commercial) business processes. In a commercial environment: generates sales leads for future work

148

Family: Information Technology / Internet-Based Technology (IT) Function: IT Consultancy (ITF)

Business Analyst Position Number: 1794 Reference Level: 14 General Characteristics Responsible for translating business requirements into detailed function specifications and if necessary, for managing requests for changes to the specifications. Has sound knowledge of the organization's systems and processes, expertise in the business area, and current technology advances and IT capabilities. Works mostly on the parts of the analysis processes of major projects and may work alone on small scale standard projects. Representative Activities • Assists in determining which business requirements can and should be automated and how these automated functions are integrated into the rest of the business and IT processes. •

Interviews with the internal and/or external clients to understand business requirements.

•

Assures functional specifications are consistent with the technology roadmap.

•

Contributes to project definitions, initial cost assessment of projects, and the integration of various project suppliers and vendors.

•

Focus is on analyses, gives advice on an incidental basis.

Scope Variants Reference Level 13

Reference Level 14

Reference Level 15

Entry level

Entry level position for graduates

Bachelors degree with more than 3 years of experience

Bachelors degree with more than 5 years of experience

Complexity

Works under close supervision of more senior colleagues, assists in interviews and reporting activities.

Analysis of moderate complex business requirements, processes and IT systems. Well defined assignments.

Company wide, integral analysis of business requirements, processes and IT systems. Less defined assignments.

149

Family: Information Technology / Internet-Based Technology (IT) Function: IT Consultancy (ITF)

Technical Consultant Position Number: 6123 Reference Level: 17 General Characteristics Provides expert technical advice and counsel in the design and maintenance of major, complex software systems. Typically requires a relevant degree and five to ten years of progressive IT experience, with emphasis on high complexity multi-language programming and multiple platforms. Has knowledge of the capabilities and limitations of systems, peripheral devices, and the most sophisticated programming techniques Representative Activities • Investigates technically complex software problems and coordinates problem resolution with software vendors, hardware manufacturers, and/or appropriate in-house personnel. •

Develops complicated design specifications and provides consultative guidance to software project teams on their execution.

•

Provides expert advice and counsel to IT personnel and project teams on all aspects of applications programming.

•

Evaluates performance of the software system and recommends changes to increase operational effectiveness.

•

Evaluates new technologies and develops departmental standard practices.

Reference Level 16

Reference Level 17

Reference Level 18

Complexity of Systems:

Principal work of unit is maintenance and adaptation of application systems.

Principal work of unit is development and maintenance for varied complex systems.

Principal work of unit is development of advanced control/decision tools.

Innovation

Contributes to optimalization of existing technologies

Contributes to technical innovation, focus lies on innovation

Leads technical innovation

150

instead of complete new technologies

151

Information Technology / Internet-Based Technology Internet-Based Services and Support

152

This page left blank intentionally

153

Family: Information Technology / Internet-Based Technology (IT) Function: Internet-Based Services and Support (ITG)

Web Visionary Position Number: 1834 Reference Level: 19 General Characteristics Responsible for the overall vision of the online products for the company. This position is a key role in integrating the company's strategies among marketing, product management, and product development. Representative Activities • Designs and develops overall vision of company’s online business. •

Manages the planning and execution of web projects including production schedules and quality assurance.

•

Ensures that all web revisions are in-line with the company's overall web strategy and site format.

154

Family: Information Technology / Internet-Based Technology (IT) Function: Internet-Based Services and Support (ITG)

Web Administrator Position Number: 6189 Reference Level: 16 General Characteristics Designs and builds web sites in support of the organization’s web strategy. Requires proficiency in working with HTML code, browsers, and graphics applications. Typically requires a relevant degree and progressive experience with a variety of software applications and tools. Representative Activities • Designs web pages, interface features, and various aspects of the site. •

May work with editorial staff to identify content that will motivate users to access the web site.

•

May be responsible for managing or performing web site editorial activities that require technical expertise.

155

Family: Information Technology / Internet-Based Technology (IT) Function: Internet-Based Services and Support (ITG)

Web Developer II Position Number: 7456 Reference Level: 15 General Characteristics Designs and creates software modules for use within web-based applications. Software may range from client-based, server-based or back-office software. Typically requires two or more years of relevant web development experience, with some experience in other IT roles. Representative Activities • Creates advanced web pages (e.g. using Scripting, Java, ASP) through software such as CGI-based interfaces (e.g. Perl) and back-office systems and database work, though focus is typically on only one or two of these areas. •

Works with a high degree of autonomy.

•

Operates in line with overall technical standards.

156

Family: Information Technology / Internet-Based Technology (IT) Function: Internet-Based Services and Support (ITG)

Web Developer I Position Number: 7457 Reference Level: 13 General Characteristics Produces program and/or web pages to specified requirements. Uses a range of software such as HTML/ DHTML, scripting (e.g. JavaScript, VBScript), and possibly Java/ C++/ ActiveX code, but will often focus on a subset of these. Typically requires at least one year of relevant experience.

157

Family: Information Technology / Internet-Based Technology (IT) Function: Internet-Based Services and Support (ITG)

Web Editor Position Number: 1835 Reference Level: 14 General Characteristics Serves as the content specialist for all web products. This position requires excellent writing and editing skills, in addition to, a current knowledge of web content development practices. Representative Activities • Sets the editorial style for all web products. •

Edits, writes, and enhances the written content on all web products.

•

Works with software application engineers and website developers to ensure consistency on the web.

158

Family: Information Technology / Internet-Based Technology (IT) Function: Internet-Based Services and Support (ITG)

Search Engine Optimization Manager Position Number: 1836 Reference Level: 17 General Characteristics Coordinates strategies and oversees implementation of initiatives to increase search engine traffic to the company website. Representative Activities • Coordinates research of site traffic, content and architecture and analyzes and recommends updates to optimize search results. •

Identifies opportunities to increase search engine ranking.

•

Directs search engine performance tracking and analyzes outcomes for marketing campaigns.

•

Participates in performance evaluations of junior representatives and provides training and development to staff as needed.

159

Family: Information Technology / Internet-Based Technology (IT) Function: Internet-Based Services and Support (ITG)

Search Engine Optimization Analyst Position Number: 1837 Reference Level: 15 General Characteristics Implements initiatives to increase search engine traffic to the company website through search engine optimization techniques such as title and meta tagging, indexing, link building, keyword ranking and overall site architecture and content optimization. Typically requires three to five years of experience. Representative Activities • Analyzes the site performance and reviews metrics to prepare solutions to optimize search results. •

Identifies opportunities to increase search engine ranking by evaluating traffic trends.

•

Assesses search outcomes for marketing campaigns.

160

Family: Information Technology / Internet-Based Technology (IT) Function: Internet-Based Services and Support (ITG)

Web Analytics Manager Position Number: 1838 Reference Level: 17 General Characteristics Managers the custom experience by developing tools focused on consumer web behavior patterns. Creates solutions to enhance visitor experience, while identifying opportunities for potential and existing revenue. Requires experience in web analytics applications, technical understanding of website architecture, and strong database skills. Representative Activities • Responsible for providing statistics and market intelligence internally to help with recommendations and forecasting. •

Manages improvement efforts for the company website by using behavioral analysis.

•

Participates in performance evaluations of junior representatives and provides training and development to staff as needed.

161

Family: Information Technology / Internet-Based Technology (IT) Function: Internet-Based Services and Support (ITG)

Web Analytics Analyst Position Number: 1839 Reference Level: 15 General Characteristics Analyzes and optimizes business results and user experience while using site metrics to study website behavior patterns. Typically requires three to five years of experience in web analytics applications, technical understanding of website architecture, and strong database skills. Representative Activities • Uses quantitative data gathered with software management tools, traffic extracts, click streams, and drill-downs to develop an understanding of consumer behavior, demographics, and lifecycle. •

Applies statistics-based market intelligence to business issues and formulates recommendations.

162

Family: Information Technology / Internet-Based Technology (IT) Function: Internet-Based Services and Support (ITG)

Client Satisfaction Researcher Position Number: 1840 Reference Level: 14 General Characteristics Determines how consumers interact with company’s website, with a focus on consumer satisfaction, advocacy, and loyalty. Responsible for enhancing client satisfaction measurement program. Representative Activities • Creates studies of consumers to identify trends and insights. •

Conducts polls or surveys that provide accurate portrayals of trends.

•

Maintains a system to respond to questions about client satisfaction and works with other departments to feed trends and insights.

163

Human Resources

164

This page left blank intentionally

165

Family: Human Resources (HR) Function: Spanning (HRZ)

Human Resources Manager II Position Number: 1062 Reference Level: 19 General Characteristics Manages and coordinates the company's human resources function across subfunctions such as recruitment, training and development, compensation and benefits, and employee relations to meet company’s business requirements. This is the top human resources position for a specific location (store, site, unit, etc.) but is governed by policies and frameworks established by the larger corporation. Representative Activities • Working within corporate strategies and policy frameworks, designs, proposes and implements human resources strategies, guidelines and procedures within broad principles and policies set by the organization to meet requirements supporting short and long-term business needs. •

Develops guidelines and procedures which assist line management in implementing human resources policy, for example: employee training and development programs, safety and security programs, salary structure, performance appraisal and recognition, and compensation and benefit plans below the senior management level.

•

Ensures compliance of the organization’s practices with applicable labor legislation and collective labor agreements. Provides advice to managers and ensures uniform interpretation of Labor laws. Secures professional legal support from internal or external legal counsel as required.

•

Assists in the articulation of the values and culture of the organization and proposes HR management activities which support the organization’s culture.

•

Works with managers to identify human resources issues/problems and provides leadership and support in finding solutions. Serves as a facilitator/mediator to resolve problems, difficulties and grievances which are presented by individual employees. May recommend appropriate measures such as training, reassignment, transfer or out-placement.

•

Organizes and supervises HR/personnel services to ensure that highly qualified personnel are recruited, developed and motivated to achieve business objectives.

•

Manages and motivates subordinate staff; reviews and assesses performance, builds employee capacity, supports their professional development and enables employees to optimize their contribution to the department. 166

Scope Variants Reference Level 20

Reference Level 19

Size of employee population supported by HR function

> 1500 employees

500 – 1500 employees

< 500 employees

Size of HR team:

Team of more than 30 professional staff members including sub-team leaders or supervisors is common.

Team of 10 to 30 professional staff members is common.

Team of up to 10 professional staff members is common.

167

Reference Level 18

Family: Human Resources (HR) Function: Spanning (HRZ)

Human Resources Manager I Position Number: 1841 Reference Level: 17 General Characteristics Manages and coordinates the company's human resources function including recruitment, training and development, compensation and benefits, and employee relations to meet company’s business requirements. This is the top human resources position for a specific location (e.g. store, site) but is governed by policies and frameworks established by the larger corporation. Representative Activities • Assists line management in implementing established human resources policies, procedures, and practices to meet requirements supporting short and long-term business needs. •

Manages administration and implementation of recruitment, employee training and development, salary structure, compensation, benefits, performance appraisal and recognition plans, safety, health, and security programs.

•

Ensures compliance of the organization’s practices with applicable labor legislation and collective labor agreements.

•

Works with line managers to identify human resources issues/problems and provides counsel and support in finding solutions.

•

Manages, motivates and assesses performance of a small team of HR professionals.

168

This page left blank intentionally

169

Human Resources HR Generalist

170

This page left blank intentionally

171

Family: Human Resources (HR) Function: HR Generalist (HRA)

HR Business Partner Position Number: 1870 Reference Level: 19 General Characteristics Leads and manages people management agenda in a company’s business unit/area, and acts as a facilitator for the company’s management team. The HR Business Partner is highly experienced HR professional with a broad experience in various HR areas of expertise. Representative Activities • Acts as a single point of contact for the employees and managers in the business unit / area in people management agenda. •

Possesses a deep knowledge of the business unit / area, key employees and business processes.

•

Builds a strong business relationship with the business unit / area and transfers HR requests and solutions to/from the business unit.

•

Implements best practices and supports the delivery of HR processes at the business unit / area.

•

Identifies gaps, proposes and implement changes necessary to cover risks.

•

Acts as the performance improvement driver and provokes positive changes in the people management.

•

Leads the change management projects and manages the HR related internal and external communication.

172

Family: Human Resources (HR) Function: HR Generalist (HRA)

HR Generalist III Position Number: 1063 Reference Level: 17 General Characteristics This is a broadly seasoned professional; however, this is not the top human resources position for a specific location. Provides a variety of services necessary for the recruitment, selection, assignment, motivation, training, and development of qualified employees for a large. Spans more than one area of functional specialization within the human resources function, such as compensation, benefits, labor relations, etc. Emphasis is on the implementation of an organization's programs, though some major human resources functions may be missing. Population served is typically 200 to 700 employees. Representative Activities • Directs adaptation of broader policies, plans, and programs to meet accepted objectives. •

Directs administration of local hiring, compensation, benefits, training, safety, health, and security programs.

•

Participates in local negotiations and administers the labor agreement.

•

Counsels managers on how to handle personnel problems.

•

Assures implementation of broader policy and adherence to external regulations.

173

Family: Human Resources (HR) Function: HR Generalist (HRA)

HR Generalist II Position Number: 1064 Reference Level: 16 General Characteristics Provides a general personnel service for mostly non-executive levels. This is a well-seasoned professional who handles most day-to-day problems independently. Recognizes the potential for significant precedents and refers these issues to others. Representative Activities • Participates in the recruitment process, discussing staff needs with line managers, screening applications, and conducting interviews. •

Assists in career development issues, discussing career paths with line managers and recommending suitable candidates for promotion.

•

Investigates and resolves day-to-day employee relations problems, either directly or through advice to line management.

•

Conducts routine salary administration tasks, providing advice to managers on the wages and salaries of all employees, except senior management.

•

Investigates and advises both management and employees on personnel matters, preparing briefing papers as required.

•

Supervises the preparation of supporting paperwork and subsequent filing.

174

Family: Human Resources (HR) Function: HR Generalist (HRA)

HR Generalist I Position Number: 1065 Reference Level: 15 General Characteristics Provides general personnel service for largely non-executive levels. Represents a well-grounded, middle seasoned level of human resources professional. Acts with more independence than the entry level position, with work mainly reviewed when completed. Typically involved in several areas rather than specializing in just one. Representative Activities • Makes decisions on hiring entry-level clerical and production employees. •

Participates in the recruitment process, placing internal and external ads, narrowing down candidates, and preparing documentation.

•

Investigates and resolves straightforward benefit claims.

•

Helps develop and modify training programs.

•

Advises line managers on personnel procedures and precedents.

•

Investigates and drafts grievance replies.

175

Family: Human Resources (HR) Function: HR Generalist (HRA)

Human Resources Administrator Position Number: 1066 Reference Level: 13 General Characteristics Performs administrative functions of the human resources department. Has a basic understanding of business disciplines and the application of well-defined techniques and procedures. This is an individual contributor who works in two or more human resources areas, such as employment, training, compensation, benefits, and/or labor relations. Typically occupied by a recent graduate with a degree or equivalent, or a longer-term employee who has risen through the administrative ranks. Representative Activities • Performs administrative functions requiring some insight and depth of understanding. •

Specific job content may cover activities such as processing and screening job applicants, presenting "off the shelf" training programs, and investigating benefits claims and grievances.

•

Work generally follows established procedures and patterns, with review in progress and at completion.

176

Family: Human Resources (HR) Function: HR Generalist (HRA)

Human Resources Assistant Position Number: 5981 Reference Level: 12 General Characteristics Performs a variety of clerical and administrative activities specific to the human resources function. Duties include checking personnel related documents for accuracy and completeness, maintaining files and records of a confidential nature, and preparing periodic standardized reports. Work is performed under immediate supervision.

177

Human Resources Training and Development

178

This page left blank intentionally

179

Family: Human Resources (HR) Function: Training and Development (HRB)

Training and Development Manager Position Number: 1067 Reference Level: 19 General Characteristics Provides overall guidance to training and development activities throughout the organization unit. This is a manager and well-seasoned professional who diagnoses organizational needs, recommends the appropriate mix and emphasis to improve organizational effectiveness, and implements the agreed plan. Representative Activities • Identifies training needs and determines project costs/benefits. •

Stays aware of external programs and developments.

•

Oversees design and presentation of programs.

•

Reviews and evaluates the effectiveness of programs.

•

May personally conduct selected programs.

•

Serves as a technical resource for programs that are developed and presented locally.

180

Family: Human Resources (HR) Function: Training and Development (HRB)

Training and Development Specialist III, II Position Number: 1068, 1069 Reference Level: 16, 15 General Characteristics Plans and organizes training and management development programs to support the organization's initiatives. This is a qualified specialist. Designs and delivers programs for professional employees and identifies externally suitable programs. Representative Activities • Identifies training and development needs of staff in conjunction with line managers. •

Initiates, organizes, and undertakes training in the form of courses, workshops, and seminars.

•

Prepares training budget, seeks and obtains funding approval, and controls costs against budget.

•

Directs planning and organization of all workshops that are offered.

•

Writes central core training courses and specific workshops.

•

May design and implement assessment programs to identify training needs.

•

Interacts with external training consultants to identify course objectives and content.

•

May conduct training.

Scope Variants Variants relate to the size of the population for determining the appropriate job match.

Population served:

III Reference Level 16

II Reference Level 15

> 1,000

< 1,000

181

Family: Human Resources (HR) Function: Training and Development (HRB)

Training and Development Specialist I Position Number: 1070 Reference Level: 14 General Characteristics Arranges training for individuals or groups within a framework of available programs. This is the first level of specialist. Typically requires a degree in education and training or some experience in the organization as a generalist. Representative Activities • Identifies training needs in consultation with line management. •

Arranges local and in-house training courses and coordinates arrangements for external courses and seminars.

•

Advises employees and management on appropriate training courses, counseling individuals as necessary.

•

Makes arrangements for further education and monitors the progress of attendees.

•

Supervises the maintenance of accurate training records, monitoring costs and maintaining budgetary control of all training activities.

182

This page left blank intentionally

183

Human Resources Compensation and Benefits

184

This page left blank intentionally

185

Family: Human Resources (HR) Function: Compensation and Benefits (HRC)

Compensation and Benefits Manager Position Number: 1071 Reference Level: 19 General Characteristics Develops and directs implementation of compensation and benefits programs that provide a competitive level of pay, motivation, and reward to employees, as well as protection. Focuses on cash programs (salaries, bonuses), cashequivalent programs (stock options), and benefits programs that cover salaried and non-union employee populations. This is a manager and well-seasoned professional who understands the organization's needs, recommends the design of multifaceted programs, and implements them efficiently and sensitively. Representative Activities • Monitors competitive trends in compensation and benefits and evaluates alternatives and costs. •

Develops and recommends benefits programs, salary policy lines, administrative procedures, incentives, bonuses, stock options, and other special payment plans for specific segments of the population.

•

Monitors the effectiveness of compensation and benefits programs and recommends modification to reduce costs and improve delivery.

•

Participates in negotiation of agreements with insurance carriers and financial institutions for administration of benefits programs and provides technical backup to union negotiations on benefits matters.

•

Assures that required records and reports are maintained and issued.

•

Conducts and participates in surveys.

•

Assures proper evaluation of jobs through senior levels.

•

Counsels managers on individual salary treatment for benefits programs, such as insurance plans, paid time off, bonus pay, and special employersponsored activities.

186

Family: Human Resources (HR) Function: Compensation and Benefits (HRC)

Compensation and Benefits Specialist II, I Position Number: 1072, 1073 Reference Level: 16, 15 General Characteristics Researches, analyzes, and develops modifications to compensation and benefits programs to meet identified organization objectives and needs. This is an experienced specialist. Makes judgments and takes actions that may set precedents. Evaluates and makes recommendations for major changes in organizational programs. Representative Activities • Analyzes costs and competitive trends in cash compensation and benefits programs and identifies the organization's position. •

Prepares data and participates in surveys and in reviews of data.

•

Develops administrative procedures to monitor and reduce costs and improve delivery of programs.

•

Oversees administration of programs and maintenance of required records.

•

Documents and evaluates positions up through middle management.

•

Advises managers on individual salary treatment and employees on interpretation of plan provisions.

•

Participates in development of compensation and benefits policy.

•

Prepares employee communications materials.

Scope Variants Variants relate to the different emphases (as described below) as the principal guide for determining the appropriate job match.

II Reference Level 16

I Reference Level 15

Emphasis on policy development and advice to management.

Emphasis on high-level analysis and implementation.

187

Family: Human Resources (HR) Function: Compensation and Benefits (HRC)

Compensation and Benefits Analyst Position Number: 1074 Reference Level: 14 General Characteristics Provides analytical and other professional level support to the compensation and benefits function. May assist with job documentation, special studies, job evaluation, salary administration, preparation of communications materials, and training of administrators. This is the first level of specialist. Typically requires a degree in employee relations and some experience in the organization as a generalist. Representative Activities • Conducts and analyzes survey results to assist in comparing compensation and benefits plans. •

Assists in merit budget planning and administration.

•

Drafts compensation and benefit plan administrative procedures and communications materials.

•

Monitors plan costs, identifies problem areas, and reviews changes in compensation and benefits law.

•

Trains operating management in the administration of compensation and benefits programs.

•

Prepares and maintains position descriptions and participates in evaluation of positions up through the first level of management.

188

This page left blank intentionally

189

Human Resources Recruitment and Organizational Development

190

This page left blank intentionally

191

Family: Human Resources (HR) Function: Recruitment and Organizational Development (HRD)

Recruitment and Resourcing Manager Position Number: 1884 Reference Level: 19 General Characteristics Develops and manages the implementation of recruitment, selection, and resourcing activities throughout the organization unit. This is a manager and well-seasoned professional who diagnoses organizational needs, recommends the appropriate mix and emphasis to improve organizational effectiveness, and implements the agreed plan. Representative Activities • Identifies recruitment/selection/resourcing needs to fulfill business requirements. •

Implements plans and programs to recruit, select and resource necessary human resources in line with company’s recruitment strategy.

•

Ensures that company’s recruitment policies, processes and standards are followed at all levels.

•

Participates in negotiation of agreements with external recruitment programs and developments.

•

Reviews and evaluates the effectiveness of recruitment and resourcing programs.

•

Counsels managers on recruitment approach, selection methods, talent management, outsourcing, etc.

192

Family: Human Resources (HR) Function: Recruitment and Organizational Development (HRD)

Recruitment Manager Position Number: 1075 Reference Level: 17 General Characteristics Develops and implements programs to recruit and select the human resources required to meet the organization's business needs. Establishes general hiring standards for all classes of employment, including design of application forms, standardization of screening, interviewing, and monitoring of governmental programs. May oversee the use of search firms and employment agencies, but is not accountable for executive search and recruiting. This is a manager and well-seasoned professional who understands the organization's needs, knows the available resources, and organizes programs to effectively supply the organization's needs. Typical scope is a population served of about 2,000 people. Representative Activities • Works with managers to identify and define specific new hire requirements. •

Establishes and monitors hiring standards and practices.

•

Designs and administers recruiting programs.

•

Recommends candidates for further consideration.

•

Maintains external contacts to assure access to potential candidates.

•

Provides functional direction and review of local hiring.

•

Coordinates special intern programs.

193

Family: Human Resources (HR) Function: Recruitment and Organizational Development (HRD)

Recruitment Officer Position Number: 1076 Reference Level: 15 General Characteristics Ensures the coordination of all recruitment related activities for non-exempt and/or non-managerial staff. May initiate recruitment for ‘junior’ managerial staff and do pre-screenings of applicants. Works independently in the context of broadly defined procedures. Typically requires an in-depth knowledge of the organization, interviewing skills, and recruitment techniques. Representative Activities • Determines future personnel needs with line management. •

Defines and implements recruitment programs to meet needs.

•

Coordinates the placing of internal and/or external ads to find candidates.

•

Interviews potential candidates and coordinates with line management to select the best candidate for the job.

•

Organizes and supervises administrative tasks related to recruitment, ensuring that all relevant information for new employees is recorded.

194

Family: Human Resources (HR) Function: Recruitment and Organizational Development (HRD)

Recruiter Position Number: 1077 Reference Level: 13 General Characteristics Accountable for attracting and screening potential employees. Concentration is primarily on recruitment of unionized and lower level professional employees. This is a recruitment specialist with a good knowledge of the organization's requirements and sources. Representative Activities • Works with managers to define candidate qualifications. •

Identifies sources and implements recruitment plan.

•

Conducts screening interviews.

•

Obtains references in accordance with established organizational procedure.

•

Administers appropriate standardized tests to recruits.

•

Prepares routine documentation appropriate to the recruitment process and engagement of new employees.

•

Obtains temporary employees on request.

•

Assures compliance with regulatory requirements.

195

Human Resources Employee Relations

196

This page left blank intentionally

197

Family: Human Resources (HR) Function: Employee Relations (HRE)

Employee/Labor Relations Manager Position Number: 1078 Reference Level: 19 General Characteristics Develops and directs implementation of plans, policies, and programs affecting the organization's relations with organized employees and their representatives. This is a technical expert in labor agreements. Does not determine overall policy, but develops and implements plans for the continuing relationship with bargaining agencies. Representative Activities • Researches current and potential labor relations problems, opportunities, and issues, and evaluates their impact. •

Recommends alternative courses of action.

•

Develops plans to address specific issues.

•

Coordinates local level negotiation and/or participates in negotiation of multi-location agreements with unions.

•

Advises location human resources managers and line management on how to handle specific labor relations problems.

•

Handles grievances and serves as the organization's arbitration representative.

•

Assures compliance with contractual agreements.

•

Maintains informal communications with union leadership on a continuing basis.

198

Family: Human Resources (HR) Function: Employee Relations (HRE)

Employee/Labor Relations Representative Position Number: 1079 Reference Level: 17 General Characteristics Interprets and implements provisions of local labor agreements to resolve problems and assure compliance by both parties. This is a seasoned specialist, typically found in large organizations. Operates relatively independently on a day-to-day basis, exhibiting sensitivity to the potential for precedents. In a unionized environment, often acts as a team builder and facilitator. Representative Activities • Investigates and answers grievances within the framework of the contract. •

Advises managers on how to handle specific situations (e.g., discipline, work practice changes) and their implications in terms of labor agreements.

•

Serves as communication link with bargaining unit representatives (stewards/committees) and individual employees to anticipate potential problems and improve understanding of the organization’s position.

•

Interprets the labor organization's viewpoint for management.

•

Identifies chronic labor relations problem areas and recommends solutions.

•

Participates in major contract negotiations.

199

Legal Paralegal

200

This page left blank intentionally

201

Family: Legal (LG) Function: Paralegal (LGA)

Paralegal Supervisor/Manager Position Number: 6300 Reference Level: 17 General Characteristics Manages, controls, and monitors work of a group of paralegals/legal executives/clerks. Has current knowledge of all subjects concerned with the job. This is a qualified paralegal/legal executive with at least three years of experience. Representative Activities • Reviews workloads and organizational changes to optimize staff development and deployment. •

Controls department's budget and plans for future development.

•

Ensures work achieves target performance and is in compliance with statutory requirements.

•

Provides legal expertise to enable the organization to operate effectively.

202

Family: Legal (LG) Function: Paralegal (LGA)

Paralegal III Position Number: 6305 Reference Level: 15 General Characteristics May also be called: Articled Clerk, Legal Executive. Provides assistance and support to legal staff in gathering information, researching the law, and preparing opinions and legal documents. This is an experienced professional, who has solid understanding of the organization, is well seasoned, and functions relatively independently. May serve as lead, providing technical direction to other less experienced paralegals, or supervise clerical personnel. Typically requires formal training through a certified program. Representative Activities • Undertakes advanced legal work when gathering factual information and researching statutes, regulations, and court decisions. •

Prepares summaries of findings for attorneys including sound legal research and analysis of key issues.

•

Provides non-complex legal advice.

•

Drafts contracts, patent applications, resolutions, and other legal documents and tracks litigation.

203

Family: Legal (LG) Function: Paralegal (LGA)

Paralegal II Position Number: 7521 Reference Level: 14 General Characteristics Provides assistance and support to legal staff in gathering information, researching the law, and preparing opinions and legal documents. This is an experienced professional. Typically requires formal training and an understanding of the organization gained through experience. Representative Activities • Gathers factual information relative to legal issues, providing general assistance to attorneys/solicitors. •

Researches statutes, regulations, and court decisions.

•

Prepares summaries of findings for attorneys/solicitors.

•

Drafts contracts, patent applications, resolutions, and other legal documents.

•

Prepares filings and tracks litigation.

•

May undertake basic legal work and prepare reports.

•

Has a thorough understanding of all aspects of the legal department's work and its context in the organization as a whole.

204

Family: Legal (LG) Function: Paralegal (LGA)

Paralegal I Position Number: 6309 Reference Level: 13 General Characteristics May also be called: Articled Clerk, Legal Executive. Provides assistance and support to legal staff in gathering information, researching the law, and preparing opinions and legal documents. Has knowledge of legal documentation. This is an entry level professional, with new qualifications and limited experience. Receives frequent direction and supervision from more experienced paralegals or attorneys/solicitors. Representative Activities • Provides general assistance to attorneys/solicitors involving a variety of legal work, including the gathering of factual information relative to legal issues. •

Prepares and completes legal documents.

•

Provides legal advice to other departments in connection with specialist areas.

•

Gains a thorough understanding of the legal department's work and its context in the organization as a whole.

205

Legal Professional Lawyers

206

This page left blank intentionally

207

Family: Legal (LG) Function: Professional Lawyers (LGB)

Legal Advisor IV Position Number: 1087 Reference Level: 20 General Characteristics As a recognized specialist in a complex field of law, provides expert legal services to one or more operating departments as complex legal assignments are completed. This is a legal advisor who can demonstrate increasing competence in applying basic legal skills and departmental practices, plus evidence of maturity and judgment to help analyze and solve legal problems and deal with clients and outsiders. Typically requires nine or more years of experience. Representative Activities • Works closely with senior management to evaluate legal impact of major decisions where applicable law, regulations or facts of the case are unclear, controversial or conflicting. •

Writes legal opinions that sometimes require extensive research of statutes, regulations or court decisions in complex areas of the law.

•

Prepares defense positions engaging outside counsel as required. Litigations usually involve complex or difficult issues that require a high degree of original and constructive legal effort as they are resolved. Recommends that cases be tried or settled.

•

Has increasing contact with clients to receive work that can be handled without supervision.

•

Continues usual lawyer's functions of research, preparing legal documents, negotiating with outside parties, rendering opinions, consulting with and advising clients, and representing the company in dealing with others.

•

May recruit lawyers and law clerks at law schools.

•

Explains problems, ideas, and concepts to junior attorneys that are to be incorporated into work assignments.

208

Family: Legal (LG) Function: Professional Lawyers (LGB)

Legal Advisor III Position Number: 1088 Reference Level: 19 General Characteristics Provides full legal services to one or more departments or operating units. Has an ongoing relationship and accountability for the unit being served. This is an operational specialist, but not usually a top legal expert in the organization. Work assignments consist of major legal tasks involving problems of recognized complexity and facts that are occasionally in question, for which considerable legal judgment, experience, and independent reasoning are needed. Typically requires five to eight years of experience and the ability to demonstrate competence in applying basic legal skills consistent with departmental practices. Representative Activities • Counsels management whenever legally unsound decisions or plans are being made or when changes in the law occur. •

Supervises preparation of the defense in litigation; works with outside counsel to develop the defense, briefs and guides them, and supervises their work.

•

Assists in court trials and recommends whether a case should be tried or settled.

•

Provides research, factual information, counsel, and guidance on legal questions or issues.

•

Prepares memoranda, initial drafts, and final drafts of legal documents.

•

Maintains client contact to receive work, render opinions, and consult and advise; some work handled without supervision or consultation.

209

Family: Legal (LG) Function: Professional Lawyers (LGB)

Legal Advisor II Position Number: 1089 Reference Level: 18 General Characteristics Provides legal service to one or more assigned departments or units of the organization. Work involves facts usually not in question, that can be defined or established within the clear definition of the law. Problems are characterized by clear and specific objectives. Matters in question typically have measurable impact on the assigned department or unit. Incumbent receives general supervision from a more senior legal advisor. Follows precedents and works independently on a daily basis. Assignments require some discretion as to their scope. Key points of work are reviewed with alternative courses of action, and unusual situations are presented to the superior for review. Typically requires three to five years of experience and the ability to demonstrate knowledge of basic legal skills and departmental practices. Representative Activities • Provides research, factual information, counsel, and guidance on basic legal questions or issues, usually in support of more senior attorneys. Assists in analysis of issues to identify legal problems. •

Prepares memoranda and initial drafts of legal documents. Examines documents for legal sufficiency.

•

Receives assignments from more senior legal advisors.

•

May be in the initial phase of specialization in one area of law.

•

Negotiates and drafts documentation for various company transactions.

•

Provides research, factual information, counsel, and guidance on legal questions or issues.

•

Assists in the preparation of cases for litigation, reviewing complex documents relating to transactions in which the company is to participate.

•

Provides legal advice to several commercial sections of the company and in administrative matters relating to personnel, property leases, etc.

210

Family: Legal (LG) Function: Professional Lawyers (LGB)

Legal Advisor I Position Number: 1090 Reference Level: 16 General Characteristics Investigates facts that are well-established and not in question. Handles situations where directly applicable precedents exist, and where the matter in question typically does not have a major impact on the organization. Closely supervised by a more senior legal advisor, with well-described assignments, and thorough work reviews. Typically requires little or no prior legal experience and is newly-qualified, so competence has yet to be demonstrated. Representative Activities • Provides research, factual information, counsel, and guidance on basic legal questions or issues, usually in support of more senior legal advisors. Assists in analysis of issues to identify legal problems. •

Prepares memoranda and initial drafts of legal documents. Examines documents for legal sufficiency.

•

Receives assignments from senior legal advisors.

•

May be in the initial phase of specialization in one area of law.

211

Corporate Affairs Government Relations

212

This page left blank intentionally

213

Family: Corporate Affairs (CA) Function: Government Relations (CAA)

Government Relations Representative/Lobbyist Position Number: 1262 Reference Level: 19 General Characteristics Protects, maintains, and enhances the organization’s reputation amongst government stakeholders and influencers by providing a regular interface and communicator for the organization with various government personnel. This is a seasoned professional who interacts with elected and career officials to exchange information about the organization and its interests and concerns. Although not a policy maker, contributes to the definition of issues and preparation of action plans to protect, maintain, and enhance the organization’s reputation. Representative Activities • Advises on communications implications for the organization’s plans and actions to ensure government opinion and other factors which could affect the organization are taken into account. •

Monitors and analyzes pending legislation and regulations which may impact the organization's operations and alerts management.

•

Analyzes alternatives and recommends appropriate action.

•

Plans and coordinates an appropriate contact program between government representatives and senior representatives of the organization.

•

Prepares position papers and news releases.

•

Advocates organization's position with government representatives.

•

Maintains communication links.

214

Family: Corporate Affairs (CA) Function: Government Relations (CAA)

Government Relations Professional Position Number: 1800 Reference Level: 16 General Characteristics Provides professional support to senior staff in the area of government relations. Has knowledge of government policies affecting the company’s business area, and ability to interpret government affairs in light of company’s operations. Representative Activities • Prepares materials for meetings and other events involving government representatives. •

Responds to enquiries from government representatives in accordance with company’s confidentiality standards.

•

Monitors, analyzes and interprets existing and proposed government legislation and its impact on the company’s activities.

•

May interface directly with mid level government authority professionals.

•

Coordinates various events and participates in programs to promote and improve the company's image.

215

Corporate Affairs Regulatory and Registration

216

This page left blank intentionally

217

Family: Corporate Affairs (CA) Function: Regulatory and Registration (CAB)

Regulatory Affairs Manager Position Number: 1802 Reference Level: 19 General Characteristics Manages regulatory affairs activities and ensures regulatory compliance in all company’s business transactions. Representative Activities • Ensures that company’s regulatory affairs activities are conducted according to relevant regulations, laws, and standards. •

Oversees the company’s regulatory application process to obtain all necessary permits, licenses, certificates, authorizations, etc.

•

Establishes and maintains good relationship with regulatory authorities.

•

Liaises with senior level regulatory authorities and participates in industry forums to influence regulatory policies.

•

Interfaces with functional managers and understands their business needs (e.g. introducing a new product, entering a new market) for acquiring necessary regulatory permits.

•

Provides advisory to company’s management on emerging regulations and developments in industry.

•

Manages a team of regulatory affairs professionals.

218

Family: Corporate Affairs (CA) Function: Regulatory and Registration (CAB)

Regulatory Affairs Professional II Position Number: 1803 Reference Level: 16 General Characteristics Responsible for administering and processing regulatory function needs. Ensures that regulatory frameworks translated into regulatory policies are implemented. Has knowledge of regulatory policies and regulations affecting the company’s business area, and ability to interpret regulations in light of operations. Representative Activities • Prepares applications for the permits, licenses, certificates, authorizations, and other approvals to conduct company’s business activities. •

Coordinates the regulatory application processes.

•

Communicates with other company departments to ensure registration component needs and timing.

•

May interface directly with mid level regulatory authority professionals.

•

Ensures monitoring and analysis of pending legislation and regulations that may impact the company’s operations, and alerts superior.

•

Provides complex analytical and technical support to Regulatory function.

219

Family: Corporate Affairs (CA) Function: Regulatory and Registration (CAB)

Regulatory Affairs Professional I Position Number: 1804 Reference Level: 14 General Characteristics Provides day-to-day support to superiors and senior staff to ensure compliance with existing regulatory policies. Representative Activities • Assists in the processes of product qualification and certification with regulatory agencies. •

Documents and maintains product dossiers, certifications, licenses, etc. required to operate.

•

Provides support to superiors in the development of position papers.

•

Is in the learning process of understanding of the existing regulatory policies.

•

Provides monitoring and analytical support to ensure internal compliance with regulatory policies.

220

This page left blank intentionally

221

Corporate Affairs Public Relations and Communications

222

This page left blank intentionally

223

Family: Corporate Affairs (CA) Function: Public Relations and Communications (CAC)

Communications Director Position Number: 5295 Reference Level: 19 General Characteristics Defines and implements external and internal communications strategy to meet business objectives. Champions importance and best practice of communications to raise company’s profile and generate greater involvement in day-to-day affairs. Representative Activities • Plans and implements the company’s communication strategy. •

Initiates, designs and manages events with press, public, associations according to the communication strategy.

•

Facilitates discussions on communications approach or sensitive business initiatives with business heads.

•

Supports business heads in case of communication to media with the purpose to match the business plan objectives.

•

Works with business heads incorporate core values into meaningful language.

•

Acts as spokesman of the company and oversees company’s speech writing.

•

Manages a small team of communications support, typically five employees or less.

224

Family: Corporate Affairs (CA) Function: Public Relations and Communications (CAC)

Communications Manager Position Number: 1707 Reference Level: 17 General Characteristics Ensures communication programs are implemented in line with budgets and overall organizational policies. Typically requires a marketing degree and at least five years experience in communication area. Representative Activities • Oversees research and planning and provides final edits of communications documentation. •

Manages planning and execution of communication projects.

•

Implements internal and external communication programs in conjugation with related areas of the organization to ensure desired outcomes within budgets and organizational policies.

•

Oversees the development and maintenance of intranet and company’s web site.

•

Acts as liaison with department managers in order to implement internal communication programs.

•

Monitors and tracks information relevant to the company published on press, checks their coherence, and recommends / takes appropriate actions as needed.

•

Manages a small team of communications support, typically three employees or less.

225

Family: Corporate Affairs (CA) Function: Public Relations and Communications (CAC)

Communications Specialist Position Number: 1871 Reference Level: 15 General Characteristics Responsible for communications content that is delivered within and beyond an organization. Typically requires a marketing degree and a couple years experience in communications area. Representative Activities • Creates communications content and executes communication programs in line with established policies. •

Follows communication plans and shares company information through a combination of methods such as an internal / external company website, electronic and print newsletters, brochures, posters, flyers, etc.

•

Promotes communication guidelines for all employees to use.

•

Edits all communications written by company executives.

•

Measures and presents results of communications efforts.

226

Family: Corporate Affairs (CA) Function: Public Relations and Communications (CAC)

Corporate Social Responsibility Manager Position Number: 1842 Reference Level: 18 General Characteristics Leads the corporate social responsibility effort to build company’s ongoing commitment in becoming a more sustainable, environmentally-friendly and socially responsible company. Representative Activities • Develops and leads corporate responsibility and sustainability strategy, communication and programs. •

Advises, guides and works with brand teams, sales leaders and other functions to integrate business responsibility and environmental sustainability into brand and sales planning.

•

Identifies new growth opportunities through commercializing responsibility and sustainability within the company.

•

Advocates corporate responsibility to various audiences, internally and externally, conveying key company/brand actions and efforts.

•

Leads the development of business cases, including ‘return on investment’ assessments to make go/no go decisions for marketing- and corporate responsibility-related initiatives.

227

Family: Corporate Affairs (CA) Function: Public Relations and Communications (CAC)

Corporate Social Responsibility Specialist Position Number: 1843 Reference Level: 15 General Characteristics Provides professional support to the corporate social responsibility team to build company’s ongoing commitment in becoming a more sustainable, environmentally-friendly and socially responsible company. Representative Activities • Ensures that the corporate social responsibility (CSR) company’s program is kept current for all regulations and market trends. •

Studies, researches and reports on CSR trends, policy and competitive best practices in order to identify program gaps and business or legislative trends that could shape the program.

•

Works with various company’s functions and coordinates the CSR reporting process.

•

Coordinates CSR company’s internal communication.

•

Works with compliance managers to ensure policies and best practices are in place.

228

Family: Corporate Affairs (CA) Function: Public Relations and Communications (CAC)

Public Relations Representative II, I Position Number: 1105, 1107 Reference Level: 17, 16 General Characteristics Coordinates and supervises public relations activities that facilitate communication of the organization's message to internal and external publics. This is a seasoned individual contributor who can carry out a project with only limited review after the general framework has been agreed upon. Representative Activities • Generates and evaluates new ideas for articles, press releases, events, etc. and ensures coordination and consistency with desired organizational image. Presents ideas to management. •

Delegates activities/projects among less experienced assistants, monitors progress, and provides guidance as appropriate, to ensure timely results.

•

Serves as liaison with PR agencies, news agencies, event organizers, etc. to ensure project goals are met and timetable/budget parameters are kept.

•

Writes/edits significant internal and external communications pieces, including management speeches and parts of annual reports.

Scope Variants Variants relate to the number of employees that work with the organization as the principal guide for determining the appropriate job match.

Number of employees:

II Reference Level 17

I Reference Level 16

> 1,000

< 1,000

229

Family: Corporate Affairs (CA) Function: Public Relations and Communications (CAC)

Public Relations Assistant Position Number: 1108 Reference Level: 14 General Characteristics Carries out public relations activities that facilitate communication of the organization's message to internal and external publics. This is an individual contributor with limited experience who carries out projects with specific direction and periodic review of progress and results. Representative Activities • Researches and gathers information for articles, press releases, events, etc. •

Assists in planning projects.

•

Writes/edits internal and external communications, including management speeches and parts of annual reports, as outlined by others.

•

Serves as liaison with PR agencies, news agencies, event organizers, etc. to monitor compliance with timetable/budget parameters.

230

Family: Corporate Affairs (CA) Function: Public Relations and Communications (CAC)

Investor Relations Specialist Position Number: 8241 Reference Level: 16 General Characteristics Contributes to the management of the relationship with investors by preparing the relevant documents in order to guarantee updated and clear information on company business strategies, performance and financial results. Representative Activities • Provides analyses and reports on company’s stock performance, market positioning against competitors and financial analysts’ studies. •

Prepares fund factsheets, reports on company strategies, business performance and financial results and other marketing material for the public financial communication.

•

Develops and maintains relationships with securities analysts, institutional and retail investors, retail brokers, fund managers, financial journalists, vendors and contractors.

•

Monitors the accuracy and inclusion of public corporate information that can impact the company stock performance.

•

Researches current issues and trends in investor relations.

231

Family: Corporate Affairs (CA) Function: Public Relations and Communications (CAC)

Social Media Specialist Position Number: 1844 Reference Level: 15 General Characteristics Conducts the communication of the corporate image through social media networks and tools. Typically requires two to three years of relevant experience. Representative Activities • Monitors company online communities and presence. •

Makes initial responses to inquiries, complaints, comments, and other contacts generated through social media and coordinates escalations or further communications.

•

Pushes the company message to online communities, media, analysts and the general public.

•

Creates marketing opportunities to drive favorable coverage by building relationships with social network influencers.

•

Maintains the social network page, blog and micro-blogging content for internal and external communications.

232

This page left blank intentionally

233

Marketing

234

This page left blank intentionally

235

Family: Marketing (MK) Function: Spanning (MKZ)

Marketing Manager II Position Number: 6424 Reference Level: 19 General Characteristics Manages and coordinates company's marketing function across sub-functions such as market research, brand/product management, trade management, and promotions to meet company’s business requirements. This is the top marketing position for a specific location but is governed by policies and frameworks established by the larger corporation. Representative Activities • Working within corporate strategies and policy frameworks, designs, proposes and implements marketing strategies, guidelines and procedures within broad principles and policies set by the organization to meet marketing requirements supporting short and long-term business needs. •

Oversees market research and monitors competitor activity to identify opportunities and trends within existing and new market segments and to ensure that appropriate response strategies are formulated and communicated.

•

Oversees the development of marketing plans for company’s products/brands, including pricing strategies, sales plans, and implementation of product strategies.

•

Develops and attains key performance indicators for implemented marketing strategies.

•

Oversees brand/product introductions, marketing/sales campaigns, promotion activities, and advertising and assesses their success against the plan.

•

Ensures connection between marketing and sales functions and supervises their joint work with distribution channels.

•

Contributes to the development of new products and services and coordinates with sales, engineering, and manufacturing functions on design, product specifications and product enhancements/changes as needed.

•

Manages and motivates subordinate staff; reviews and assesses performance, builds employee capacity, supports their professional development and enables employees to optimize their contribution to the department.

Scope Variants 236

Reference Level 20

Reference Level 19

Reference Level 18

Company’s >150 million USD revenue

50 - 150 million USD

< 50 million USD

Size of team:

Team of 10 to 30 professional staff members is common.

Team of up to 10 professional staff members is common.

Team of more than 30 professional staff members including sub-team leaders or supervisors is common.

237

Family: Marketing (MK) Function: Spanning (MKZ)

Marketing Manager I Position Number: 1845 Reference Level: 17 General Characteristics Manages and coordinates company's marketing function including market research, brand/product management, and promotions to meet company’s business requirements. This is the top marketing position for a specific location but is governed by policies and frameworks established by the larger corporation. Representative Activities • Implements established marketing policies, procedures, and practices to meet requirements supporting short and long-term business needs. •

Conducts market research and monitors competitor activity to identify opportunities and trends within existing and new market segments.

•

Develops marketing plans for company’s products/brands, including pricing strategies, sales plans, and implements product strategies.

•

Develops and attains key performance indicators for implemented marketing strategies.

•

Manages brand/product introductions, marketing/sales campaigns, promotion activities, and advertising and assesses their success against the plan.

•

Ensures connection between marketing and sales functions and supervises their joint work with distribution channels.

•

Manages, motivates and assesses performance of a small team of marketing professionals.

238

This page left blank intentionally

239

Marketing Market Research

240

This page left blank intentionally

241

Family: Marketing (MK) Function: Market Research (MKA)

Market Research Manager Position Number: 1091 Reference Level: 18 General Characteristics Supervises the data collection and analysis of customer needs/reaction to products and services to assist in the development of marketing and sales strategies. This is a manager with expertise in study design and interpretation, as well as a broad understanding of the organization's products, services, and markets. Typical context of this position is a sales turnover of around $25 million. Representative Activities • Provides marketing and sales management with sound market and product assessment data for planning new products, revitalizing older products, and integrating products and services. •

Works with marketing and business management to identify information needs.

•

Supervises the design, implementation, and reporting of all market research projects by outside agencies, to ensure adherence to budget and compliance with project specifications.

•

Supervises a team of market research analysts through recruitment, performance evaluation, and motivation.

•

Interprets research findings and compiles recommendations for marketing and sales management.

242

Family: Marketing (MK) Function: Market Research (MKA)

Market Analyst III Position Number: 1092 Reference Level: 17 General Characteristics Monitors and evaluates market trends and activities in order to identify areas in the market where business can be developed and to propose marketing strategies which will improve the trading position and profitability of the organization. Representative Activities • Monitors sales volume and contribution potential of all brands/products to ensure that marketing plans are soundly based and promotional funds are allocated accordingly. •

Develops and maintains relations with the organization's retail customers to monitor their business developments and recommend corrective action to marketing plans where necessary.

•

Identifies trade and/or market segments where the trading position could be improved. Makes relevant proposals to ensure that all opportunities are exploited short-term, and relationships are developed longer-term.

•

Provides results and information to the sales teams and updates individual account strategies.

•

Develops promotional activities for trade/retail in order to maintain margins and reinforce product/brand image.

•

Conducts market research to identify new business developments and trends, as well as competitor activity.

243

Family: Marketing (MK) Function: Market Research (MKA)

Market Analyst II Position Number: 1093 Reference Level: 16 General Characteristics Analyzes and reports on customer segments and trends to identify product and market opportunities where business can be developed. This is a well-seasoned individual contributor, market research analyst. Has a sound knowledge of techniques and a good understanding of the organization's products, services, and markets. Representative Activities • Monitors and evaluates the success of the organization's marketing programs and segmentation strategies through analysis of customer and sales data, and reports on patterns and trends. •

Participates in the design of special internal or external studies to provide focused data.

•

Conducts or oversees contract studies.

•

Interprets the results of special studies.

•

Contributes to the development or revision of marketing strategies.

244

Family: Marketing (MK) Function: Market Research (MKA)

Market Analyst I Position Number: 1094 Reference Level: 15 General Characteristics Monitors and assesses sales and market data and produces reports which will assist management in identifying areas in the market where business can be developed and in strategy formulation. Representative Activities • Monitors and assesses all market related and customer information and feedback where appropriate, to ensure that the organization maintains an edge over competitors. •

Monitors and assesses sales volume and contribution potential for the organization's brands in all trade sectors and in all retail accounts, to certify that relevant information is used in developing appropriate marketing strategies.

•

Builds and maintains close working relationships with sales and marketing and ensures that trade and market intelligence is provided.

•

Assists in the development of custom-made trade promotions which will assure that margins are maintained, while reinforcing brand and customer image.

•

Liaises with the press and relevant PR contacts.

•

Monitors and controls project budgets and forecasts for forthcoming promotions expenditures.

245

Family: Marketing (MK) Function: Market Research (MKA)

Marketing Research Analyst II Position Number: 1095 Reference Level: 14 General Characteristics Performs analyses of market conditions, trends, and forecasts under the direction of more senior analysts/officers or management. Representative Activities • Performs specific components of a larger project directed by a senior professional. •

Gathers information on market trends and activities, enabling marketing research management to monitor and evaluate market trends and activities in order to propose marketing strategies.

•

Analyzes and reports on customer segments and trends to allow marketing research management to identify product and market opportunities.

246

Family: Marketing (MK) Function: Market Research (MKA)

Marketing Research Analyst I Position Number: 1096 Reference Level: 13 General Characteristics Accountable for performing analyses of market conditions, trends, and forecasts under the direction of more senior analysts/officers or management. This is an entry level position. Typically requires secondary (high school, nondegree) education only. Representative Activities • Performs analyses of market conditions, trends, and forecasts and prepares reports for more senior analysts/officers or management. •

Gathers information on market trends and activities, enabling marketing research management to monitor and evaluate market trends and activities in order to propose marketing strategies.

247

Marketing Brand/Product Management

248

This page left blank intentionally

249

Family: Marketing (MK) Function: Brand/Product Management (MKB)

Brand/Product Manager IV Position Number: 1097 Reference Level: 19 General Characteristics Develops overall plans/programs for specific product lines/markets through the assignment of specific project tasks to project team members. Size and/or complexity of this market is such that more than one professional is usually required to integrate all of the related activities. Representative Activities • Directs team members to develop business and marketing plans for assigned products/brands, including pricing strategies, sales plans, and implementation strategies. •

Oversees market research and analysis, promotions, public relations, and advertising associated with assigned brands or products, and assesses their success against the plan. Responsible for budgetary compliance and profit volume.

•

Coordinates regularly with sales, engineering, and manufacturing functions on design, distribution, and product specifications/changes as needed.

•

Participates in training for junior brand managers and field and customer service personnel on brand/product introductions, enhancements, and new marketing/sales campaigns.

250

Family: Marketing (MK) Function: Brand/Product Management (MKB)

Brand/Product Manager III Position Number: 1098 Reference Level: 18 General Characteristics Develops the overall plans/programs for a discrete product, brand or significant business segment. Assists in the development of new/existing products and markets in order to effectively contribute to the achievement of the organization's business and marketing objectives. Typically requires significant sales experience to understand this product and its markets, as well as training in planning and market research techniques. Representative Activities • Develops business and marketing plans for assigned products/brands, including pricing strategies, sales plans, and implementation strategies. •

Participates in and evaluates market research and analysis, promotions, public relations, and advertising associated with assigned brands or products, and assesses their success against the plan.

•

Works closely with sales, engineering, and manufacturing functions on design, distribution, and product specifications/changes as needed.

•

Participates in training for field and customer service personnel on brand/product introductions or enhancements, as well as new marketing/sales campaigns.

•

Liaises with specialist departments to ensure the effective operation and production of new/revised products.

•

Negotiates with other internal departments, in order to agree on new product opportunities or developments within set time-scales and budgets.

•

May supervise one or two assistants.

251

Family: Marketing (MK) Function: Brand/Product Management (MKB)

Brand/Product Manager II Position Number: 1099 Reference Level: 17 General Characteristics Proposes, implements, and monitors brand/product marketing plans to achieve sales and profit objectives for allocated brands/products. Representative Activities • Controls expenditure within budget for new product development and promotions. •

Prepares brand/product marketing plans and discontinuation plans to ensure that the product range is in tune with market opportunities.

•

Prepares sales and profit estimates and project manages production and distribution for promotions, etc.

•

Liaises with internal departments and external agencies to ensure full communication and success of marketing plans.

•

Contributes to creativity of product packaging, presentation, and promotional activities.

•

Constantly monitors performance of managed brands/products to ensure it meets organization objectives.

•

Ensures effective administration of brands/products through marketing proposals, product briefs, brand plans, etc.

•

Identifies new business opportunities for new products, re-launches, packaging changes, and range extensions, and proposes initial plans to exploit these opportunities.

252

Family: Marketing (MK) Function: Brand/Product Management (MKB)

Brand/Product Manager I Position Number: 1100 Reference Level: 16 General Characteristics Administers tactical programs of an assigned brand/product line and assists in the development of overall plans and programs. Focuses on a specific, discrete brand or product, primarily as an implementer rather than a developer. Typically requires prior sales experience or marketing training. Representative Activities • Tracks and analyzes brand/product performance and trends in terms of volume and profitability. •

Maintains close contact with sales, manufacturing, and distribution functions to sense business conditions and trends.

•

Administers pricing and inventory programs on a daily basis.

•

Coordinates and/or conducts special studies and promotional projects.

•

Contributes to business and marketing plan development and modification.

253

Family: Marketing (MK) Function: Brand/Product Management (MKB)

Assistant Brand/Product Manager Position Number: 1101 Reference Level: 15 General Characteristics Assists in the initiation, development, coordination, and monitoring of assigned marketing activities for relevant products/brands and/or development programs. This is an entry-level position. Representative Activities • Contributes to the development of short- and long-term business and marketing plans for assigned products/brands. •

Contributes to the planning, monitoring, execution, and evaluation of advertising media, consumer and trade promotions, price, quality, packaging, and PR programs.

•

Contributes to development and implementation of brand/product development plans and monitors progress of specific projects.

•

Liaises with sales and marketing services in analyzing and evaluating general market and sales data on assigned brands/products, to monitor volume/business trends versus plan.

•

Reviews new product development and product analysis in order to maintain awareness of trends and activities.

•

Monitors advertising and promotion expenditure on assigned products/brands to control budgets.

•

Prepares and presents assigned product/brand business reviews and forecasts.

254

Family: Marketing (MK) Function: Brand/Product Management (MKB)

Innovation Manager Position Number: 1874 Reference Level: 19 General Characteristics Exploits ideas, identifies innovation opportunities, and translates ideas into actionable and profitable business. Representative Activities •

Defines business innovation objectives while understanding existing market needs and business gaps.

•

Gathers ideas to grow the business using various resources such as market information, consumer insight, personal networks, people that might not otherwise interact, etc.

•

Provides constructive coaching to stimulate and research unusual ideas with high potential business impact.

•

Combines creativity and feasibility to establish innovation plans supported by financial estimates of the business opportunity.

•

Engages key stakeholders across the business to ensure successful implementation of innovation projects.

•

Leads multi-disciplinary project teams to develop and refine product prototypes into solutions that best fit the company’s business.

255

Marketing Trade Marketing

256

This page left blank intentionally

257

Family: Marketing (MK) Function: Trade Marketing (MKC)

Trade Marketing Manager Position Number: 1102 Reference Level: 18 General Characteristics Contributes to implementation and management of trading policies defined for the company/division. Identifies, suggests, and implements the annual plan for promotions and merchandising activities aimed at consolidating and developing the company’s presence in the relevant market, in line with guidelines received and company marketing policies. Ensures connection between marketing and sales departments, gathering, interpreting, and sorting information to be exchanged between the two functions and supervising their joint work with distribution channels. May report to either to a functional marketing or sales head. Representative Activities • Develops and submits the annual plan of promotional activities by brand, customer, period, and price, in cooperation with the sales department and on the basis of analyses, market evaluations, historical trends, and indications provided by the manager, in compliance with marketing policies defined by the company. •

Ensures implementation of the trade marketing plan, performing the relevant checks and corrective actions in case of deviations and on the basis of market evolutions.

•

Defines and submits merchandising policies and assures implementation through management and control of the relevant external structure.

•

Keeps updated and has full knowledge of the market, from both the supply and the demand point of view, through ongoing monitoring of trends and evolutions.

•

Contributes to the development of analyses to support the sales function, and provides timely information for other departments and management.

258

Family: Marketing (MK) Function: Trade Marketing (MKC)

Assistant Trade Marketing Manager Position Number: 1103 Reference Level: 15 General Characteristics Assists with implementation and management of trading policies defined for the company/division. Supports management in identifying, suggesting, and implementing the annual plan for promotions and merchandising activities aimed at consolidating and developing the company’s presence in the relevant market, in line with guidelines received and company marketing policies. Contributes to the connection between marketing and sales departments, gathering, interpreting, and sorting information to be exchanged between the two functions and assisting management in supervising their joint work with distribution channels. This is an entry level position. Representative Activities • Contributes to the development and submission of the annual plan of promotional activities by brand, customer, period, and price, in cooperation with the sales department and on the basis of analyses, market evaluations, analyses of historical trends, and indications provided by the management, in compliance with marketing policies defined by the company. •

Contributes to the implementation of the trade marketing plan, performing the relevant checks and recommending corrective actions, in case of deviations and on the basis of market evolutions.

•

Contributes to the development, submission, and implementation of merchandising policies through monitoring and making recommendations for management and control of the relevant external structure.

•

Keeps updated and has full knowledge of the market, from both the supply and the demand point of view, through ongoing monitoring of trends and evolutions.

•

Contributes to the development of analyses to support the sales function, and provides timely information for other departments and management.

259

Family: Marketing (MK) Function: Trade Marketing (MKC)

Pricing Manager Position Number: 1795 Reference Level: 18 General Characteristics Responsible for developing and defining pricing for company products. Requires a seasoned professional, typically with seven years of relevant experience. Representative Activities • Works closely with various functional areas across the organization including sales, marketing, and finance. •

Develops pricing policies for company’s products in line with company’s pricing strategy.

•

Prepares reports and pricing models for management.

•

Evaluates risk, develops, and recommends price points for both new and existing product business lines.

•

Researches and resolves pricing issues and analyzes market demands for competitive pricing.

•

Ensures pricing strategy is aligned with business goals.

260

Family: Marketing (MK) Function: Trade Marketing (MKC)

Pricing Analyst Position Number: 1846 Reference Level: 15 General Characteristics Provides analytical support to a pricing manager by generating, evaluating, and recommending pricing scenarios for company products and services. The position requires a professional, typically with three to five years of relevant experience. Representative Activities • Researches, collects, analyzes statistical pricing information, and prepares reports based on actual costs, competitive market dynamics, company policies, government regulations and business objectives. •

Conducts detailed pricing estimates, develops pricing models, and recommends pricing scenarios.

•

Seeks input from various functional areas across company including manufacturing, sales, marketing, product development and finance.

•

Stays current on pricing trends and product offerings and collaborate with vendors to understand which factors influence prices.

•

Explores new marketing opportunities and risks.

261

Marketing Promotions and Advertising

262

This page left blank intentionally

263

Family: Marketing (MK) Function: Promotions and Advertising (MKD)

Market Communications Manager Position Number: 1104 Reference Level: 17 General Characteristics Coordinates and supervises promotion activities that raise customer awareness of product offerings. This is a seasoned individual contributor who can carry out a project with only limited review after the general framework has been agreed upon. Representative Activities • Generates and evaluates new ideas for promotions, articles, press releases, publicity, etc. and ensures coordination and consistency with internal marketing/advertising/sales professionals. Presents ideas to management as appropriate. •

Delegates activities/projects among junior representatives, monitors progress, and provides guidance as appropriate, to ensure timely results.

•

Serves as liaison with PR agencies, news agencies, event organizers, etc. to ensure project goals are met and timetable/budget parameters are kept.

•

Participates in performance evaluations of junior representatives and provides training and development to staff as needed.

264

Family: Marketing (MK) Function: Promotions and Advertising (MKD)

Promotions Manager Position Number: 1106 Reference Level: 16 General Characteristics Markets the organization's products or services using point of sale materials, promotional activities, and media, within agreed budgets, in order to maximize sales and achieve organization objectives. Representative Activities • Devises and implements promotional activities, such a customer incentives, to maximize sales. •

Advises the buying department on competitors’ pricing and promotional campaigns.

•

Continually monitors product/brand performance and liaises with the sales department to formulate action plans.

•

Controls the placement of organization advertising and liaises with advertising agencies to develop ideas and campaigns.

•

Communicates campaigns/promotions and plans to outlets and other internal management departments.

•

Generates marketing ideas and plans in line with organization image and objectives.

265

Family: Marketing (MK) Function: Promotions and Advertising (MKD)

Promotions Assistant Position Number: 1109 Reference Level: 13 General Characteristics Assists with creation and implementation of promotional programs, in order to generate maximum awareness. Representative Activities • Monitors promotions activity and provides information during all stages of development. •

Generates and evaluates ideas for new promotions in order to ensure consistency with brand/product image.

•

Assists the promotions managers in liaising with the sales department in order to provide support for day-to-day problems.

•

Coordinates all aspects of promotional activity.

•

Communicates with internal marketing functions and external agencies to monitor time table and progress.

•

Acts as events manager in coordinating with organizers and the sales department.

•

Liaises with press and PR agencies or internal departments to monitor progress and exchange information.

•

Assists with monitoring project budgets.

266

This page left blank intentionally

267

Marketing E-Commerce

268

This page left blank intentionally

269

Family: Marketing (MK) Function: E-Commerce (MKE)

E-Commerce Manager Position Number: 8258 Reference Level: 18 General Characteristics Also known as Online Marketing Manager. Implements online marketing strategy using consumer research and analytics to best reach the target consumer and achieve optimal efficiency and effectiveness. This is an expert in the needs and behaviors of the targeted online consumer. Typically requires eight years of marketing experience and an in-depth understanding of e-commerce. Representative Activities • Develops strategies and plans for implementing new features, tools, and processes for online customers. •

Assists in developing and maintaining the annual marketing calendar.

•

Manages effectiveness and analysis of marketing campaigns in order to make adjustments.

•

Ensures training and development of e-commerce product managers.

•

May be responsible for an e-commerce sub-function such as e-mail campaigns, paid search marketing, customer relationships or website promotions.

•

Must remain up-to-date on current and emerging e-commerce trends.

270

Family: Marketing (MK) Function: E-Commerce (MKE)

E-Commerce Product Manager Position Number: 8259 Reference Level: 16 General Characteristics Accountable for the selection, design, and specification of a standalone ecommerce product. Typically requires five years of marketing experience and a sound understanding of e-commerce. Representative Activities • Investigates and selects profitable product lines within guidelines outlined in the marketing strategy. •

Plans product concepts and specifications and may investigate and recommend suitable sources.

•

Monitors performance of products/product lines.

•

Works with cross-functional teams and key business partners to define and envision new product features.

•

Understands which products sell effectively and profitably through the web and pursues potential e-commerce product lines.

271

Family: Marketing (MK) Function: E-Commerce (MKE)

E-Commerce Analyst Position Number: 8260 Reference Level: 14 General Characteristics Also known as Online Marketing Specialist or Measurement Solutions Analyst. Responsible for collecting, analyzing, and reporting data to measure the impact of online marketing vehicles and online features and services. Typically requires two to three years of market research experience and a good background of e-commerce. Representative Activities • Conducts analyses on data, including site traffic, click navigations, page performance, shopping behavior, and purchase conversion. •

Creates regular reports on company’s e-commerce performance, trends, and market specifics.

•

May write online content with the goal of attracting customers and increasing sales.

•

Assists e-commerce staff in developing promotional content.

272

This page left blank intentionally

273

Category Management Category Management

274

This page left blank intentionally

275

Family: Category Management (CM) Function: Category Management (CMA)

Category Manager IV Position Number: 1110 Reference Level: 20 General Characteristics Develops the category strategy/strategies and achieves sales, profitability, waste, and market share targets within company policies, principles, and specific objectives. Representative Activities • Uses trends analysis to develop and deliver category business plans and performance targets. •

Provides coaching and leadership, ensuring the development of necessary skills in a team based environment.

•

Monitors and achieves targeted objectives for market performance, efficiency, and financial performance as specified.

•

Monitors category team activities and performance such as range planning, pricing, promotions, merchandising, and stock management.

•

Develops and manages strategies and partnerships to sustain business performance.

276

Family: Category Management (CM) Function: Category Management (CMA)

Category Manager III, II, I Position Number: 1111, 1112, 1113 Reference Level: 19, 18, 17 General Characteristics Develops the sales plan for category/categories to achieve turnover and profitability within set waste and market share targets, company policies, principles, and specific objectives. Representative Activities • Defines and develops the product, price, place, and promotion for the category/categories. •

Keeps up-to-date with concerns from other departments, especially marketing and sales.

•

Deepens understanding of practices in the category.

•

Perfects methods and tools that permit the conception of new in-store categories/product groupings.

Scope Variants Variants relate to turnover as the principal guide for determining the appropriate job match. III Reference Level 19

II Reference Level 18

I Reference Level 17

Turnover ($Million)

100 to 300

< 100

< 30

Category size

Major category/categories

Major category

Minor sub-category / sub-categories

277

Family: Category Management (CM) Function: Category Management (CMA)

Category Analyst Position Number: 1114 Reference Level: 15 General Characteristics Analyzes data to provide customer driven product ranges for development and achievement of specific category sales plans. Typically requires two to three years of experience in marketing, finance or logistics, and numerical, PC, and analytical skills, and commercial awareness. Representative Activities • Analyzes financial trends involving sales, wastage, profit margins, pricing, and promotion trends. •

Analyzes customer trends such as customer segmentation, demographics, and market share.

•

Analyzes product and market trends.

•

Keeps abreast of competitor trends on all of the above.

•

Based on trends analysis, makes recommendations to category team.

278

Family: Category Management (CM) Function: Category Management (CMA)

Category Assistant Position Number: 1115 Reference Level: 13 General Characteristics Assists in the provision and analysis of product and customer data under the direction of more senior category analysts and managers. This is an entry level position. Typically requires strong numerical and analytical skills, along with commercial awareness. Representative Activities • Assists in the analysis of financial trends involving sales, wastage, profit margins, pricing, and promotion trends. •

Assists in the analysis of customer trends such as customer segmentation, demographics, and market share.

•

Assists in the analysis of product and market trends.

•

Keeps abreast of competitor trends on all of the above.

279

This page left blank intentionally

280

Sales

281

This page left blank intentionally

282

Family: Sales (SL) Function: Spanning (SLZ)

Sales Manager II Position Number: 1847 Reference Level: 19 General Characteristics Manages and coordinates the company's sales function across sub-functions such as sales support and training, territory sales, and key account sales to meet company’s business requirements. This is the top sales position for a specific location but is governed by policies and frameworks established by the larger corporation. Representative Activities • Working within corporate strategies and policy frameworks, designs, proposes and implements sales strategies, guidelines and procedures within broad principles and policies set by the organization to meet sales requirements supporting short and long-term business needs. •

Oversees marketing strategies aimed at strengthening the company's sales position and profitability.

•

Oversees development and implementation of territory and national/key account sales strategies, identification of business opportunities, and pinpointing problem areas.

•

Ensures that territory and national/key account sales goals are achieved through the effective placement and motivation of regional sales managers, national/key sales staff, sales representatives and support professionals.

•

Maintains coordination with integral organization functions and directs the flow of information for sales activities and transactions, including leads, contracts, global agreements, etc.

•

Manages and motivates subordinate staff; reviews and assesses performance, builds employee capacity, supports their professional development and enables employees to optimize their contribution to the department.

Scope Variants Reference Level 20 Sales revenue

>150 million USD

Reference Level 19 50 - 150 million USD

283

Reference Level 18 < 50 million USD

Size of team:

Team of more than 30 professional staff including sub-team leaders or supervisors is common.

Team of 10 to 30 professional staff members is common.

284

Team of up to 10 professional staff members is common.

Family: Sales (SL) Function: Spanning (SLZ)

Sales Manager I Position Number: 1848 Reference Level: 17 General Characteristics Manages and coordinates the company's sales function including sales support and training, territory sales, and key account sales to meet company’s business requirements. This is the top sales position for a specific location but is governed by policies and frameworks established by the larger corporation. Representative Activities • Implements established sales policies, procedures, and practices to meet requirements supporting short and long-term business needs. •

Develops and implements territory and key account sales strategies aimed at strengthening the company's market position and profitability; identifies business opportunities, and pinpoints problem areas.

•

Develops and attains key performance indicators for implemented sales strategies.

•

Ensures that territory and key account sales goals are achieved through the effective placement and motivation of sales representatives, key account sales staff, and support professionals.

•

Ensures connection between sales and marketing functions and supervises their joint work with distribution channels.

•

Manages, motivates and assesses performance of a small team of sales professionals.

285

This page left blank intentionally

286

Sales Support, Training and Sales Effectiveness

287

This page left blank intentionally

288

Family: Sales (SL) Function: Support, Training and Sales Effectiveness (SLA)

Sales Plans and Programs Manager Position Number: 7330 Reference Level: 18 General Characteristics Monitors and assesses market situations and trends in order to propose marketing strategies aimed at strengthening the company's sales position and profitability. Representative Activities • Checks sales volumes and potential contributions of all products/brands, to ensure that marketing plans have a strong basis and promotional funds are allocated accordingly. •

Develops and maintains relationships with company customers/distributors to monitor activities, suggesting corrective actions to marketing policies if required.

•

Identifies market segments and/or niches where the company's position can be strengthened. Suggests particular actions ensuring that all opportunities are seized in the short-term.

•

Reports results and information to the sales team and updates individual turnover targets.

•

Develops promotional activities for wholesale/retail distribution, aimed at complying with operational budget and strengthening product/brand image.

•

Carries out market research aimed at identifying new business developments, trends, and developments in competitors' activities.

289

Family: Sales (SL) Function: Support, Training and Sales Effectiveness (SLA)

Sales Plans and Programs Specialist Position Number: 7337 Reference Level: 16 General Characteristics Monitors and assesses market and sales data and provides information helping sales and marketing executives formulate strategies. Representative Activities •

Checks and assesses all information concerning markets and customers, to ensure that the company keeps competitive edge over competitors.

•

Checks and assesses sales volumes and potential contribution provided by company brands in all market sectors and in the network, to ensure development of proper marketing strategies.

•

Develops and keeps close working relationships with sales and marketing departments, ensuring maintenance of market share and allowing the company to seize all opportunities as they arise.

•

Takes part in the development of customized promotional initiatives able to provide set margins while strengthening company brand and image among customers.

•

Responsible for relationships with the press and carries out simple public relations activities.

•

Checks projects, budgets, and forecasts related to forthcoming promotions.

290

Family: Sales (SL) Function: Support, Training and Sales Effectiveness (SLA)

Sales Effectiveness Manager Position Number: 1849 Reference Level: 18 General Characteristics Develops and leads the sales and marketing effectiveness strategy to enable sales professionals to succeed at each stage of the customer’s buying process and ultimately earn the business on the right terms in the right timeframe. Representative Activities • Builds strong collaborative relationship between sales, marketing, customer service and other functions. •

Assesses and evaluates the effectiveness of sales force practice.

•

Initiates reviews of customer relationship management systems, sales processes and incentive programs.

•

Develops and leads the delivery of sales and marketing and operational excellence programs.

•

Implements standardized selling model and activity metrics.

•

Identifies performance improvement opportunities.

•

Assesses structure and organizational design to ensure that resources are appropriately deployed behind key business drives.

291

Family: Sales (SL) Function: Support, Training and Sales Effectiveness (SLA)

Sales Effectiveness Analyst Position Number: 1850 Reference Level: 15 General Characteristics Provides analytical support to the sales effectiveness team and supports the team in improving sales processes, systems and driving sales force efficiency. Representative Activities • Provides and manages the design, development and implementation of complex sales analyses and comparative reports. •

Monitors, analyzes and evaluates the effectiveness of sales force practice and provides insight into sales representatives’ productivity and market penetration.

•

Works with IT function and sales reporting team to ensure consistency, completeness and integrity in data reporting while utilizing digitalized metrics and dashboards.

•

Participates in reviews of customer relationship management systems, sales processes and incentive programs.

•

Provides support during implementation of sales and marketing operational excellence programs, standardized selling model, activity metrics.

•

Develops ad hoc sales reports and performs trend analysis identifying leading/lagging indicators.

•

Leads training efforts associated with the reports, dashboards and or sales technologies.

292

Family: Sales (SL) Function: Support, Training and Sales Effectiveness (SLA)

Sales Training Manager Position Number: 1116 Reference Level: 17 General Characteristics Develops and implements sales training programs to monitor and improve standards of performance of the sales force. Responsible for a team of sales trainers. Typically requires a business degree and four to six years of experience. Representative Activities • Identifies training needs of the sales force. •

Develops training methods to provide appropriate courses to improve sales performance of sales force.

•

Liaises with sales managers to identify future training and business requirements.

•

Organizes training activities and monitors quality of training programs in order to ensure that training needs are met and sales performance is enhanced.

•

Recruits, trains, leads, and motivates an effective sales training team.

293

Family: Sales (SL) Function: Support, Training and Sales Effectiveness (SLA)

Sales Trainer Position Number: 1118 Reference Level: 14 General Characteristics Provides sales force training and monitors resulting performance. Typically requires sales support or commercial experience. May have subordinates. Representative Activities • Develops and runs training courses to maintain and improve sales staff performance. •

Identifies and provides sales force aids and carries out specific projects to improve sales effectiveness.

•

Monitors the performance of sales representatives and establishes future training requirements.

294

Sales Territory Sales

295

This page left blank intentionally

296

Family: Sales (SL) Function: Territory Sales (SLB)

Regional Sales Manager Position Number: 1123 Reference Level: 19 General Characteristics Directs efforts to achieve sales goals in multiple areas/offices that constitute a region, in accordance with regional marketing/sales plans. Frequently consolidates support functions for the region to provide efficiencies of scale. This is the second level of sales management. Representative Activities • Ensures regional sales goals are achieved through the effective placement and motivation of sales and support professionals. •

Assesses data provided by sales staff, implements regional sales strategies, identifies business opportunities, and pinpoints problem areas.

•

Actively calls on key accounts and assists sales force where appropriate.

297

Family: Sales (SL) Function: Territory Sales (SLB)

Indirect Sales Manager / Channel Manager Position Number: 1875 Reference Level: 18 General Characteristics Manages and drives sales of company’s products or service through an indirect revenue stream / reseller by maximizing market penetration and customer retention. Representative Activities • Increases market coverage by recruiting new resellers, building and maintaining long-term relationships with new and existing resellers / agents. •

Arranges re-sellers contracts, sets up price management, and all cooperation related processes.

•

Trains, coaches, develops, and motivates resellers’ sales representatives by delivering on-going sales training, products training and demonstrations, setting quotas, sharing information on discounts, promotional events, etc.

•

Drives indirect channel sales performance and meets sales targets by managing and utilizing resellers’ sales representatives, resolving conflicts and offering continuous support to resellers.

•

Monitors customers’ satisfaction, sales data and conducts reporting analysis on sales and forecast.

•

Develops sales business plan for indirect sales channel(s).

298

Family: Sales (SL) Function: Territory Sales (SLB)

Area/District Sales Manager Position Number: 1124 Reference Level: 17 General Characteristics Strives to achieve assigned district/area sales goals through the effective management of sales representatives. This is the first level of sales management and may personally have a few selected accounts. Major emphasis is on management with a largely tactical focus. Support staff may be limited. Representative Activities • Provides day-to-day supervision of activities including training, manpower planning, motivation, and performance evaluation of sales representatives and support personnel. •

Directs the flow of information for sales activities and transactions, including leads, billings, orders, contracts, etc., and evaluates data to ensure district/area goals are met.

•

Ensures sales objectives are met within organization strategies and maintains coordination with integral organization functions.

299

Family: Sales (SL) Function: Territory Sales (SLB)

Sales Representative V Position Number: 1125 Reference Level: 17 General Characteristics Focuses on a few large or very complex customers within a designated geographic territory or market. Products are typically critical or complex, requiring a high level of client relationship skills to maintain competitive positioning. This is a very seasoned sales professional with extensive product and market knowledge, but who is not likely to move into a managerial role. Representative Activities • Plans how to establish and maintain account relationships and meet personal sales targets. Develops business plan for each account. •

Coordinates use of other company resources (e.g., technical, advertising) to provide value added services to accounts.

•

Develops strong client relationships over time that provide significant input to planning company product, price, and service strategies.

•

Supports supervisor and other sales professionals in developing new market opportunities in the designated territory or market.

300

Family: Sales (SL) Function: Territory Sales (SLB)

Sales Representative IV Position Number: 1126 Reference Level: 16 General Characteristics Contacts assigned customer accounts or prospects to sell the organization's products within a designated geographic territory or by nature of customers. Focuses on personal sales targets, new business development, and troubleshooting on problem or key markets. May have special markets/complex product lines assigned that require significant client relationship skills. This is a seasoned sales professional with extensive product and market knowledge. Representative Activities • Meets personal sales targets as established, incorporating the full range of products/services within identified markets or geography. Typical accounts are highly challenging, complex, and diverse customers who require ongoing client relationship support. •

Accompanies junior sales professionals on calls where appropriate, and contributes to training of less experienced sales representatives. Provides technical advice to sales group as needed.

•

Independently prepares sales presentations, contracts, and proposals to ensure successful outcome of transactions.

•

May participate in special projects/programs as assigned, such as training or communications sessions within or outside of the company.

301

Family: Sales (SL) Function: Territory Sales (SLB)

Sales Representative III, II Position Number: 1127, 1796 Reference Level: 15, 14 General Characteristics Contacts assigned customer accounts or prospects to sell company products within a designated geographic territory or by nature of customers. Focuses on personal sales targets, new business development, maintaining customer relationships, and troubleshooting specific customer problems. This is an intermediate-level sales professional with developing product and market knowledge. Representative Activities • Meets personal sales targets as established, focusing on small to moderate accounts, which are stable in nature, within identified markets or geography. Product range, complexity, and challenge may be somewhat limited. •

Receives periodic coaching from supervisor or more experienced professionals.

•

Prepares sales presentations, contracts, and proposals subject to review by supervisor.

•

Participates in special projects such as major promotions, new product launches, and new marketing initiatives.

Scope Variants Variants relate to the dollar volume of annual sales and the complexity of products/solutions sold as principle guides determining the appropriate job match. III Reference Level 15 Complexity of products sold and importance of clients:

Products of moderate technical complexity or standard solutions. Moderate accounts

302

II Reference Level 14 Products of moderate technical complexity and small accounts OR Products of very low technical complexity and moderate accounts.

Family: Sales (SL) Function: Territory Sales (SLB)

Sales Representative I Position Number: 1128 Reference Level: 13 General Characteristics Sells and stimulates demand for a series of products with existing and new customers in a given geographic area, in order to achieve volume and daily objectives in line with defined policies. Has a basic knowledge of products, their characteristics, and market. Training is often provided in-house. Organizes own work routine, but guidance is provided by the superior and the marketing unit. Typically requires a good general education and experience in the sales area, good interpersonal skills, and possibly knowledge of several languages. Representative Activities • Plans daily activity, including customer visits and quantitative/qualitative objectives to achieve. Creates a time efficient plan and discusses it with superior. •

Searches for, identifies, and develops leads from lists, publications, and given information to increase market share in the territory.

•

Identifies and analyzes customer needs and develops commercial arguments.

•

Organizes demonstrations for existing and potential customers, advises customers on the presentation of the products and promotional materials, and participates in trade events.

•

Follows market and competition evolution and transmits information to superior.

•

Establishes daily visit reports for superior.

•

Participates in sales meetings to obtain information on sales objectives, promotional actions, new products, field problems, etc.

303

Family: Sales (SL) Function: Territory Sales (SLB)

Technical Pre-sales Representative / Sales Engineer Position Number: 7368 Reference Level: 16 General Characteristics Supports sales activities through specialized technical or scientific knowledge/product applications from conceptual stages, through pre-sales, sales, trials and training. Serves as a lead in solving technical problems and in discussions with customers. Representative Activities • As technical resource to sales professionals, contributes to sales meetings by providing deeper understanding of product workings or applications, as well as of product limitations and nontraditional product usage. •

Prepares technical presentations and demonstrates how a product meets client needs.

•

Documents customer requirements and provides technical guidance related to sales strategy and proposals.

•

Participates in training for internal sales professionals and on-site technical training for customers.

•

May help other organization functions, such as engineering, manufacturing or quality control, to identify user and/or design problems.

•

Supports the feasibility of standard, customized, partnerships alternatives of new approaches for offered products and services, viewing its optimization and improvement.

•

May serve as technical troubleshooter to customers after sales are closed and while products are being tested or installed.

•

May also accompany account manager during service visits or while exploring application problems.

304

Family: Sales (SL) Function: Territory Sales (SLB)

Merchandiser Position Number: 1122 Reference Level: 10 General Characteristics Ensures a good presentation of the products in the stores in a given geographic area. Works closely with the sales team but must be able to plan activities independently. Typically requires basic product knowledge, good interpersonal skills, and possibly the use of several languages. Representative Activities • Ensures that all the organization's products are properly displayed in the assigned stores. •

Takes orders or has orders placed to ensure that the allocated space for the products is fully used.

•

Sells certain promotional quantities to obtain additional space.

•

Takes particular care in the display of promotional items in the stores.

•

Plans daily activities according to visits to make sure instructions were received.

•

Communicates daily with supervisor through an activity and field information report.

•

May participate in sponsoring events.

305

This page left blank intentionally

306

Sales Key Account Sales

307

This page left blank intentionally

308

Family: Sales (SL) Function: Key Account Sales (SLC)

Key Accounts General Manager Position Number: 7318 Reference Level: 20 General Characteristics Strives to achieve assigned national / global accounts' sales goals through effective management of subordinate team of national / global key account sales staff. This is the first level of sales management. Incumbent does not have any personal accounts, but periodically meets with key decision makers to demonstrate the organization's commitment to its largest and most critical customers. Representative Activities • Provides day-to-day supervision of activities including training, manpower planning, motivation, and performance evaluation of assigned sales staff. •

Directs the flow of information for sales activities and transactions, including leads, billings, orders, contracts, global agreements, etc., and evaluates data to ensure sales goals are met.

•

Ensures sales goals are met within organization strategies and maintains coordination with integral organization functions.

309

Family: Sales (SL) Function: Key Account Sales (SLC)

Key Accounts Manager II, I Position Number: 1129, 1130 Reference Level: 18, 17 General Characteristics Plans and implements sales to specific, major accounts where cultivating relationships, identifying opportunities, and account management skills are critical. Accounts frequently have multiple buying locations (internationally in case of global Key Accounts), making establishing and maintaining broad customer relationships essential. Typically requires demonstrated proficiency in sales and full knowledge of the product line and its applications. Representative Activities • Plans how to establish and maintain major account relationships and meet personal sales targets within the full line of products or combination of products. •

Establishes and builds strong client relationships over time that allow for continuity and ongoing representation reinforced by sales support/delivery programs, and communications to other relevant organizational functions/divisions.

•

Participates with other key account managers and sales management to develop sales strategies for national/global accounts and helps identify target accounts and opportunities within the framework of the organization-wide strategy.

•

Monitors competitive activity in each account and ensures that appropriate response strategies are formulated and communicated.

Scope Variants Variants relate to the dollar volume of annual sales and the complexity of products/solutions sold as principle guides determining the appropriate job match.

Annual sales ($):

II Reference Level 18

I Reference Level 17

4m to 40m

400,000 to 4m

Complexity of products/solutions sold:

Sells a combination of products and solutions of high technical complexity.

Sells products or a combination of different products of medium technical complexity.

Type and strategic importance of clients:

National/global and highly strategic key accounts.

Key accounts of medium to high strategic importance.

310

Family: Sales (SL) Function: Key Account Sales (SLC)

Key Accounts Associate Position Number: 7324 Reference Level: 15 General Characteristics Assists in planning and implementing sales to specific major accounts where cultivating relationships, identifying opportunities, and account management skills are critical. This is a transitional role, focusing on learning and practicing relationship and account management skills. Typically requires significant experience in territory sales and full knowledge of the product line and its applications. Representative Activities • Assists in the planning, establishment, and maintenance of account relationships within assigned named/key accounts. •

Meets personal sales targets across the full line of products and/or services within assigned accounts.

•

Monitors competitor activity in each account and participates in the development and implementation of appropriate response strategies.

•

Under guidance of more experienced account managers, learns how to build and cement strong client relationships that support long-term sales objectives.

311

Family: Sales (SL) Function: Key Account Sales (SLC)

Business Development Manager Position Number: 8696 Reference Level: 19 General Characteristics Administers, develops, and grows company’s business activities and revenue from new and existing market segments and channels. Typically requires a bachelors’ degree and eight years of broad experience, with experience in product management. Representative Activities •

Develops business development strategies and creates annual business development plans for relevant area to reach required business objectives and revenue.

•

Works closely with account managers to understands business requirements and market needs.

•

Recognizes new market segments and opportunities for business development, makes a calculation of returns and investment, and gains agreement for the investment, resources, and actions required for the developments.

•

Prioritizes market segment development activities and sets revenue targets.

312

Family: Sales (SL) Function: Key Account Sales (SLC)

Business Developer II Position Number: 1702 Reference Level: 17 General Characteristics Administers, develops, and grows company’s business activities and revenue from new and existing market segments and channels. Typically requires a marketing degree and eight years of broad experience, with at least five years in the sales and/or marketing area of expertise. Representative Activities • Develops business development strategies and creates annual business development plans for relevant area to reach required business objectives and revenue. •

Works closely with account managers to understand business requirements and market needs.

•

Recognizes new market segments and opportunities for business development, makes a calculation of returns and investment, and gains agreement for the investment, resources, and actions required for the developments.

•

Prioritizes market segment development activities and sets revenue targets.

•

Monitors all market development activities to ensure that they are in line with company business aims.

•

Authorizes any promotions associated with market development activity.

•

Measures performance against agreed objectives and undertakes remedial action where appropriate.

•

Sets and measures overall performance standards for market segments and provides leadership to ensure targets are met.

•

Works with other business developers to optimize market segment opportunities.

•

May manage and maintain client relations, while realizing renewals and new business with existing clients and acquiring new clients.

•

May or may not complete actual sales; opportunities may be taken on by Account Managers once interest is secured.

313

Family: Sales (SL) Function: Key Account Sales (SLC)

Business Developer I Position Number: 8261 Reference Level: 15 General Characteristics Contributes to the development and growth of company’s business activities and revenue from new and existing market segments and channels. Typically requires a marketing degree and five years of broad experience, with at least two years in the sales and/or marketing area of expertise. Representative Activities • Contributes to business development strategies and provides input into annual business development plans for relevant area, to reach required business objectives and revenue. •

Works closely with account managers to understand business requirements and market needs.

•

Recognizes new market segments and opportunities for business development, and makes a calculation of returns and investment.

•

Monitors relevant market development activities to ensure that they are in line with company business aims.

•

Measures performance against agreed objectives and undertakes remedial action where appropriate.

•

Works with other business developers to optimize market segment opportunities.

•

May manage and maintain client relations, while realizing renewals and new business with existing clients and acquiring new clients.

•

May or may not complete actual sales; opportunities may be taken on by Account Managers once interest is secured.

314

Family: Sales (SL) Function: Key Account Sales (SLC)

Bid and Proposal Manager Position Number: 8289 Reference Level: 18 General Characteristics Manages the preparation, production and presentation of organization’s bidding and proposal activities. Representative Activities • Contributes to formulating bidding and execution strategies. •

Identifies suitable projects to bid on.

•

Responsible for the organization, production and timely delivery of responsive bids/proposals.

•

Provides post-bid submissions, organizes the response to requests for clarification.

•

Manages client presentations and takes part in negotiations.

•

Manages pre-qualification work.

•

Collaborates with management to develop schedules, procedures, and systems to enable timely and informative accumulation, adjustment, and reporting of financial data.

315

This page left blank intentionally

316

Customer Service Technical

317

This page left blank intentionally

318

Family: Customer Service (CS) Function: Technical (CSA)

Technical Customer Service Manager Position Number: 5399 Reference Level: 19 General Characteristics Manages activities of a team of technical customer service representatives, ensuring effective delivery of service to all levels of internal and external customers. Typically requires eight to ten years of experience, mentoring, coaching, and leadership skills as well as in-depth knowledge of the company business, especially logistics and manufacturing. Representative Activities • Serves as the primary liaison between sales, supply chain/logistics, and manufacturing staff on the effective delivery of customer service. •

Ensures planning of technical customer service activities and checks that they are properly carried out, in line with the relevant times and costs.

•

Takes make-or-buy decisions, selecting possible partners and assessing the cost-effectiveness of external resources.

•

Ensures proper training of internal resources, external partners and customers concerning products use and maintenance.

•

Maintains proper relationships with the sales force to understand their requirements and priorities.

•

Ensures department’s budget on the basis of operational needs, identifying the resources required to meet such needs.

319

Family: Customer Service (CS) Function: Technical (CSA)

Technical Customer Service Team Leader Position Number: 1132 Reference Level: 17 General Characteristics Oversees the efforts of a team of technical service representatives, applying specialized technical or scientific knowledge/product applications. Maintains ongoing relationships with key customers and interfaces with sales staff on a regular basis. Typically requires at least three years of experience, mentoring skills, and completion of technical product training. Representative Activities • Coordinates activities of technical service representatives, suggesting alternative products and services and providing support in resolution of complaints and issues, as needed. •

Participates in the hiring of new representatives.

320

Family: Customer Service (CS) Function: Technical (CSA)

Technical Customer Service Representative IV, III Position Number: 1133, 1134 Reference Level: 16, 15 General Characteristics Receives and processes highly complex customer orders, inquiries, and/or complaints covering items or products ordered, and supports customers through specialized technical or scientific knowledge/product applications. Proactively maintains an ongoing relationship with selected customers and sales staff, particularly those focused on technical applications of the product or service. May handle multiple product markets. This is the most senior level technical customer service representative. Typically requires at least two years of experience, completion of technical product training, and demonstration of high level product and process knowledge of a technical nature. Representative Activities • Records and processes highly complex orders and/or inquiries received by mail, telephone, and/or through personal customer contact. •

Provides pricing, availability, and schedule information within established guidelines.

•

Suggests additional and/or alternative products or services to meet customer needs.

•

Checks and approves credit within established limitations, and confirms orders.

•

Researches and obtains resolution of a variety of customer complaints and issues.

•

Serves as link between customers and sales staff to assure responsiveness.

•

Tracks order activity and alerts appropriate staff of any potential delivery problems. Expedites delivery of selected orders.

•

Resolves technical difficulties and issues with the customer.

•

Provides guidance and assistance to new or less experienced staff.

•

May conduct training for entry-level technical customer service representatives.

Scope Variants Variants relate to interface with sales, logistics/supply chain, and manufacturing (i.e., production and engineering) functions as the primary determinant of the job match. 321

IV Reference Level 16 Interface:

III Reference Level 15

Serves as liaison between sales, supply chain/logistics, and manufacturing staff, and customers; communication with customers on activities in these areas is integral to the delivery of customer service.

322

Interacts with sales staff on a regular, defined basis; communicates with supply chain/logistics staff as needed.

Family: Customer Service (CS) Function: Technical (CSA)

Technical Customer Service Representative II, I Position Number: 1135, 1136 Reference Level: 14, 13 General Characteristics Receives and processes moderately complex customer orders, inquiries, and/or complaints covering items or products ordered, and supports customers through specialized technical or scientific knowledge/product applications. Maintains an ongoing relationship with selected customers and sales staff, particularly those focused on technical applications of the product or service. Uses technical knowledge of products, product availability, sales territories, and individual customers to provide a key communications link to the customer. May handle multiple product markets. Typically requires at least one year of experience, completion of technical product training, and demonstration of high level product and process knowledge of a technical nature. Representative Activities • Records and processes moderately complex orders and/or inquiries received by mail, telephone, and/or through personal customer contact. •

Provides pricing, availability, and schedule information within established guidelines.

•

Suggests additional and/or alternative products or services to meet customer needs.

•

Checks and approves credit within established limitations, and confirms orders.

•

Researches and obtains resolution of a variety of customer complaints and issues.

•

Serves as link between customers and sales staff to assure responsiveness.

•

Tracks order activity and alerts appropriate staff of any potential delivery problems. Expedites the delivery of selected orders.

•

Resolves technical difficulties and issues with the customer.

Scope Variants Variants relate to interface with the sales, supply chain/logistics, and manufacturing (i.e., production and engineering) functions as the primary determinant of job match.

323

II Reference Level 14 Interface:

I Reference Level 13

Interacts with sales staff on a regular, defined basis; communicates with supply chain/logistics staff as needed.

324

Interacts with sales staff only for clarification of issues; does not interact with supply chain/logistics or manufacturing staff.

Customer Service Non Technical

325

This page left blank intentionally

326

Family: Customer Service (CS) Function: Non Technical (CSB)

Customer Service Manager Position Number: 1137 Reference Level: 19 General Characteristics Manages activities of a team of customer service representatives, ensuring effective delivery of service to all levels of internal and external customers. Typically requires at least three years of experience, along with mentoring, coaching, and leadership skills. Representative Activities • Serves as the primary liaison between sales, supply chain/logistics, and manufacturing staff on the effective delivery of customer service. •

Develops and implements communication and order tracking programs in support of the organization's service objectives.

327

Family: Customer Service (CS) Function: Non Technical (CSB)

Customer Service Team Leader Position Number: 1138 Reference Level: 15 General Characteristics Oversees the efforts of a team of customer service representatives. Maintains ongoing relationships with key customers and interfaces with sales staff on a regular basis. Typically requires at least three years of experience, along with mentoring skills. Representative Activities • Coordinates the activities of customer service representatives, suggesting alternative products and services and providing support in the resolution of complaints and issues, as needed. •

Participates in the hiring of new customer service representatives.

328

Family: Customer Service (CS) Function: Non Technical (CSB)

Customer Service Representative IV, III Position Number: 1139, 1140 Reference Level: 14, 13 General Characteristics Receives and processes highly complex customer orders, inquiries, and/or complaints covering items or products ordered. Proactively maintains an ongoing relationship with key customers and sales staff. May handle multiple product markets. This is the most senior level customer service representative. Typically requires at least two years of experience, and demonstration of high level product and process knowledge. Representative Activities • Records and processes highly complex orders and/or inquiries received by mail, telephone, and/or through personal customer contact. •

Provides pricing, availability, and schedule information within established guidelines.

•

Suggests additional and/or alternative products or services to meet customer needs.

•

Checks and approves credit within established limitations, and confirms orders.

•

Researches and obtains resolution of a variety of highly complex customer complaints and issues.

•

Serves as communication link between customers and sales staff to assure responsiveness.

•

Tracks order activity, and alerts appropriate staff of any potential delivery problems. Expedites the delivery of selected orders.

•

Provides guidance and assistance to new or less experienced staff.

•

May conduct training for entry-level representatives.

Scope Variants Variants relate to interface with the sales, supply chain/logistics, and manufacturing (i.e., production and engineering) functions as the primary determinant of the appropriate job match.

329

IV Reference Level 14 Interface:

Serves as liaison between sales, supply chain/logistics, and manufacturing staffs, and customers; communication with customers on activities in these areas is integral to the delivery of customer service.

330

III Reference Level 13 Interacts with sales staff on a regular, defined basis; communicates with supply chain/logistics staff as needed.

Family: Customer Service (CS) Function: Non Technical (CSB)

Customer Service Representative II Position Number: 1141 Reference Level: 12 General Characteristics Receives and processes moderately complex customer orders, inquiries and/or complaints covering items or products ordered. Maintains an ongoing relationship with selected customers and sales staff. Uses knowledge of products, product availability, sales territories, and individual customers to provide a key communications link to the customer. Exercises judgment and discretion, and functions independently within authorized limits. Typically requires analysis, judgment, and sensitivity to customer needs. Representative Activities • Records and processes moderately complex orders and/or inquiries received by mail, telephone, and/or through personal customer contact. •

Provides pricing, availability, and schedule information within established guidelines.

•

Suggests additional and/or alternative products or services to meet customer needs.

•

Checks and approves credit within established limitations, and confirms orders.

•

Researches and obtains resolution of a variety of customer complaints and issues.

•

Serves as communication link between customers and sales staff to assure responsiveness.

•

Tracks order activity, and alerts appropriate staff of any potential delivery problems. Expedites the delivery of selected orders.

Scope Variants Variants relate to interface with the sales, supply chain/logistics, and manufacturing (i.e., production and engineering) functions as the primary determinant of the appropriate job match. Interacts with sales staff on a regular, defined basis; communicates with supply chain/logistics staff as needed.

331

Family: Customer Service (CS) Function: Non Technical (CSB)

Customer Service Representative I Position Number: 1142 Reference Level: 11 General Characteristics Receives and processes routine customer orders, inquiries, and/or complaints covering items or products ordered. Maintains an ongoing relationship with selected customers and sales staff. Uses knowledge of products and product availability to provide a communications link to the customer. Representative Activities • Records and processes routine orders and/or inquiries received by mail, telephone, and/or through customer personal contact. •

Provides pricing, availability, and schedule information within established guidelines.

•

Suggests alternative products or services to meet customer needs.

•

Checks and approves credit within established limitations, and confirms orders.

•

Obtains resolution of routine customer complaints and issues.

•

Tracks order activity, and alerts appropriate staff of any potential delivery problems.

Scope Variants Variants relate to interface with the sales, supply chain/logistics, and manufacturing (i.e., production and engineering) functions as the primary determinant of the appropriate job match. Interacts with sales staff only for clarification of issues; does not interact with supply chain/logistics or manufacturing staff.

332

Call Center Inbound and Outbound

333

This page left blank intentionally

334

Family: Call Center (CC) Function: Inbound and Outbound (CCH)

Call Center Manager Position Number: 1712 Reference Level: 19 General Characteristics Manages a call center while providing retail customer services, maintenance, specialized services to merchants, product support, and telemarketing. Accountable for quality of service, integration of new technology, and supporting marketing promotions. This is a highly experienced manager who is responsible for determining the call center strategy and procedures. Typically reports directly to the Board of a large organization. Representative Activities • Manages ongoing operations of a call center with multiple shifts. •

Develops policies and procedures.

•

Oversees several inbound and outbound team managers.

•

Typically covers a wide range and complexity of call purposes and products, with integration of multiple channels (on-line/telephone, etc.) and with substantial sales targets.

•

Scale is typically large (e.g. major bank).

335

Family: Call Center (CC) Function: Inbound and Outbound (CCH)

Call Center Supervisor Position Number: 1713 Reference Level: 16 General Characteristics Responsible for supervising a team within a large commercial call center or responsible for the call center in a small or medium company. Manages a team with a high level of technical know-how, derived either through formal qualification or extensive vocational experience. Alternatively, the team may be multi-disciplinary with diverse management requirements. Representative Activities • Ensures developments in the professional area are researched and fully understood and that changes are effectively communicated to the team. •

Provides a high level of coaching and encouragement, ensuring high standards are set and maintained, and that professional career development meets corporate and individual needs.

•

Plans, directs, and coordinates the provision of all resources to optimize team performance in the short- and long-term.

•

Act as the last level of escalation for complex, non-routine requests.

•

Sets procedures for inbound and/or outbound calls.

•

Manages team performance by concentrating on service delivery to the customer and fully understanding team behaviors required to provide high levels of customer service.

•

Creates an environment of continuous improvement by acting on opportunities to improve processes, products, and systems.

336

Family: Call Center (CC) Function: Inbound and Outbound (CCH)

Call Center Specialist Position Number: 1714 Reference Level: 14 General Characteristics Responsible for providing service to a portfolio of large and/or key customers that are mostly inbound. Representative Activities • Has a permanent, long-term relationship with a group of clients. •

Develops and maintains extensive understanding of all products, services, systems, and processes in order to deal with a variety of questions.

•

Provides efficient and effective telephone service to customers, ensuring all internal targets are monitored and met and that performance measurement criteria are appropriate.

•

Undertakes handling of complaints and difficult calls.

•

Provides on-the-job training to less experienced employees.

337

Family: Call Center (CC) Function: Inbound and Outbound (CCH)

Operator III Position Number: 1715 Reference Level: 12 General Characteristics Operates in a relatively complex environment and has an extended sales process. Proactively selects potential clients and enters into long-term negotiations to provide full products and services. Has good understanding of a specified range of products, processes, and services, awareness of the organization’s products and services, and thorough knowledge of computer systems used to record information and respond to queries. Representative Activities • Develops strong relationships with customers by telephone, to fully understand their needs and select the most appropriate product/service. •

Ascertains when face-to-face contact may be necessary to pursue sales potential or when costs of pursuing the sale would outweigh the potential benefits.

•

Develops and maintains a very high level of knowledge of the product/service and the appropriate industry/sector to fully understand the position of existing and potential customers.

•

Undertakes all actions required by system and updates database continually.

•

Gathers feedback of customer issues and concerns about procedures and products to optimize marketing intelligence.

•

Exploits all opportunities to strengthen client relationships, particularly by developing major clients or larger client portfolios according to agreed strategy.

•

Acts as a second level of support for less experienced employees.

338

Family: Call Center (CC) Function: Inbound and Outbound (CCH)

Operator II Position Number: 1716 Reference Level: 10 General Characteristics Provides fully acceptable service to inbound callers, generally without assistance from colleagues or the team leader. Alternatively, responsible for marketing products and services by telephone, proactively calling potential customers, existing leads or new database contacts. Achieves sales targets and maintains long-term customer satisfaction. Typically requires full familiarity with the IT/telephone system and thorough knowledge of the product/service. Representative Activities • Handles inbound requests concerning a single product to private/small business customers. •

Undertakes all actions required by system and updates database continually.

•

Gathers feedback of customer issues and concerns about procedures and products to optimize marketing intelligence.

•

Provides fulfillment of all calls to conclusion or assesses when a call requires referral to an expert.

•

For sales roles, closes sales by matching customer requirements to product/services on offer to meet short-term sales targets and provide long-term customer satisfaction.

•

Ensures warm leads are updated in the system, in order to close sales.

•

Completes sale by securing all payment details and ensuring that all information required for dispatch is entered into the system.

339

Family: Call Center (CC) Function: Inbound and Outbound (CCH)

Operator I Position Number: 1717 Reference Level: 9 General Characteristics Executes routine outbound call center activities concerning mostly one product, using a standard script and established guidelines and under supervision. Handles routine queries or closes simple sales. Understands when to seek help and/or escalate to a more senior role. Development within this role would be continual and provided through formal training and on-the-job experience. Representative Activities • Ascertains nature of call and assesses whether further assistance is required. •

Provides caller with appropriate standard information requested.

•

Derives all necessary information from caller to update database.

•

Prioritizes and carries out work within guidelines.

•

Projects required company image.

•

Undertakes training as required to progress to a fully competent grade within a specified time scale.

•

Develops and maintains knowledge of products, services, and systems as required.

340

Project Management Project Management

341

This page left blank intentionally

342

Family: Project Management (PM) Function: Project Management (PMA)

Projects Department Manager Position Number: 1185 Reference Level: 20 General Characteristics Leads the development and coordination of a group of highly technical projects and/or contracts in line with organizational policies, principles, and objectives. Typically requires eight to ten years of significant specialist project management experience, and relevant qualifications in industry-standard project management techniques. Representative Activities • Interacts at an international level for the coordination of a group of projects. •

Leads strategic projects related to business development.

•

Makes recommendations on organizational policy and on means to be affected.

•

Develops policies, standards, core processes, and evaluation principles for project management for the organization.

•

Leads the development of knowledge management processes and systems to capture and disseminate learning.

•

Identifies and/or provides development advice/training for project management staff.

•

Manages an operational team of project leaders/managers.

•

Leads medium to long-term planning and prioritization processes and contributes to decisions on commissioning projects/programs.

•

May coordinate project activities of government regulatory or other agencies.

•

Manages significant project/program budgets (> $1m) over the long-term (three to five years).

343

Family: Project Management (PM) Function: Project Management (PMA)

Project Leader Position Number: 1186 Reference Level: 19 General Characteristics Leads the specification and implementation of a long-term technical project/program (around three years) in line with organizational project management standards, policies, and principles. Responsible for meeting project/program objectives within quality, time, and budget targets, and for managing associated risks. Contributes to the design and negotiation of external contracts and acts as the senior point of contact for the project. Typically requires five to eight years of specialist project management experience, and relevant qualifications in industry-standard project management techniques. Representative Activities • Analyzes requirements with the project sponsor/customer, determines the strategy for the proposal, and evaluates the feasibility. •

Leads development of the project proposal or plan to determine timeframe, funding limitations, procedures for accomplishing the project, staffing requirements, and allotment of available resources to various phases of the project.

•

Contributes to developing/improving policies, standards, core processes, and evaluation principles.

•

Oversees technical and organizational management and financial aspects of the project.

•

Acts as the senior interface between the project sponsor/customer and the services involved.

•

Reports progress to the project sponsor/client at significant project milestones.

•

Negotiates significant changes in project specification or scope with the project sponsor/client.

•

Manages a large team, typically consisting of 10 to 20 specialists

•

May negotiate and manage contracts with external suppliers.

•

Manages a budget of about $0.5m to $1m.

344

Family: Project Management (PM) Function: Project Management (PMA)

Project Manager IV, III, II Position Number: 1187, 1188, 1189 Reference Level: 18, 17, 16 General Characteristics Specifies and coordinates the implementation of a project. Responsible for meeting project objectives within quality, time, and budget targets, and for managing associated risks. Typically requires strong technical skills, proven project management experience, and an understanding of the business issues. Representative Activities • Contributes to and reviews the project proposal or plan to determine timeframe, funding limitations, procedures for accomplishing the project, staffing requirements, and allotment of available resources to various phases of the project. •

Defines/designs activities, starting from existing solutions.

•

Coordinates a small team of specialists to implement project tasks.

•

Provides the interface and maintains a confident relationship with other contributors to the project.

•

Contributes to setting project evaluation parameters.

•

May negotiate minor changes to project scope or specification with the project sponsor/client.

•

May contact the project sponsor/client at a tactical level.

•

Regularly reports project progress to senior management and/or the sponsor/client.

•

Contributes to improving/developing systems.

•

May manage relationships with external suppliers at a tactical level.

Scope Variants Variants relate to the size (budget), complexity, and/or timescale of the project along with project team composition as principal guides for determining the appropriate job match.

Project budget managed ($):

IV Reference Level 18

III Reference Level 17

II Reference Level 16

250k to 500k

100k to 250k

50k to 100k

345

Complexity:

Timescale: Project team:

Multi-stream, multisite/international

Multi-stream

Single, technical work-stream

> 2 years

1 to 2 years

< 1 year

> 10

5 to 10

150 million USD

Reference Level 19 50 - 150 million USD

500

Reference Level 18 < 50 million USD

Size of team:

Team of more than 30 professional staff members including sub-team leaders or supervisors is common.

Team of 10 to 30 professional staff members is common.

501

Team of up to 10 professional staff members is common.

Family: Health and Environment (HE) Function: Spanning (HEZ)

Health, Safety and Environmental Manager I Position Number: 1873 Reference Level: 17 General Characteristics Manages and coordinates company's health, safety and environmental function in accordance with corporate policies and procedures to meet company’s business requirements. This is the top health, safety and environmental position for a specific location but is governed by policies and frameworks established by the larger corporation. Representative Activities • Implements and administers established health, safety and environmental policies, procedures, and practices to meet requirements supporting short and long-term business needs. •

Ensures connection between environment, health, and safety functions and supervises their joint work to assure compliance with organization and government environment, health and safety standards.

•

Reviews new products, equipment, and processes for potential hazards and recommends modifications before introduction.

•

Collaborates with employees and supervisors to identify and correct potential environmental, safety and health hazards.

•

Prepares governmental reports and participates in representation with outside agencies.

•

Manages, motivates and assesses performance of a small team of health, safety and environmental Specialists.

502

This page left blank intentionally

503

Health and Environment Environmental Health

504

This page left blank intentionally

505

Family: Health and Environment (HE) Function: Environmental Health (HEA)

Environmental Manager Position Number: 1271 Reference Level: 19 General Characteristics Coordinates planning, organization, and implementation of environmental programs. This is a managerial position, utilizing both permanent and temporary staff to address problems of a small organization or a segment of a larger organization. Typically requires demonstrated competence as a professional, and management skills. Representative Activities • Monitors existing and potential environmental concerns and recommends priorities for resolution. •

Develops programs for remedial action.

•

Coordinates necessary resources to implement programs.

•

Maintains relationships with regulatory and government agency personnel.

•

Leads response teams for critical incidents.

•

Attends external forums to gather information to inform policy.

•

Represents the organization at external forums.

506

Family: Health and Environment (HE) Function: Environmental Health (HEA)

Environmental Professional IV Position Number: 1272 Reference Level: 17 General Characteristics Coordinates and conducts field assessments of environmental issues to ensure all operational activities are consistent with the needs of the organization and requirements of governmental regulatory agencies. Performs complex assignments often requiring development of unique solutions to environmental problems because of the variables involved. Interprets principles, theories, and concepts of a scientific specialty, and regulatory requirements, on a broad basis. This represents the third progression in this field. Typically requires a degree or equivalent in an appropriate scientific discipline and five to eight years of experience. Representative Activities • Contributes to successful project completion by participating in the resolution of issues, such as conflicting technical objectives, unsuitability of standard procedures, and difficult coordination requirements. •

Coordinates project activities with operating and other technical units to facilitate participation of appropriate resources in project completion.

•

Contributes to environmental impact studies by sampling and testing.

•

Recommends changes to procedures, standards, and use of equipment.

•

Studies and recommends unique solutions to specific problem areas.

•

Assists in determining project objectives to contribute to the development of a comprehensive program.

•

Prepares governmental reports and participates in representation with outside agencies.

•

Maintains working knowledge of current regulations.

•

May review work of others.

507

Family: Health and Environment (HE) Function: Environmental Health (HEA)

Environmental Professional III Position Number: 1273 Reference Level: 16 General Characteristics Performs standard assignments such as monitoring compliance and providing technical support to problem resolution. May assume responsibility for a specific environmental concern of limited and structured scope (e.g., air quality at a single site), as well as participate in more comprehensive programs. This is the first career level and represents the second progression in this field. Typically requires a degree in an appropriate scientific discipline or equivalent and three or more years of experience. Representative Activities • Identifies and interprets applicable environmental regulations. •

Performs inspections and tests to verify compliance.

•

Identifies existing and potential environmental problems.

•

Participates in developing corrective measures.

•

Develops procedures to assure continuing compliance with regulations and organization standards.

•

Contributes to governmental reports and may interface with external agencies.

•

Maintains knowledge of laws and regulations affecting the organization’s operations.

•

May review work of others.

508

Family: Health and Environment (HE) Function: Environmental Health (HEA)

Environmental Professional II Position Number: 1274 Reference Level: 15 General Characteristics Coordinates and conducts field assessments of environmental issues in a small or small part of an organization to ensure operational activities are consistent with the needs of the organization and requirements of governmental regulatory agencies. Performs structured assignments that require some interpretation of data and regulations, identification of problem sources, and possible remedial actions. This is the first progression in this field. Typically requires a degree in an appropriate scientific discipline or equivalent and one to two years of experience. Representative Activities • Applies standard techniques involving only minor innovations of methodology to perform well-defined assignments. •

Uses judgment in selecting alternatives.

•

Contributes to recommendations on changes to procedures, standards, and use of equipment.

•

Performs specific components of a larger project directed by a senior professional.

•

Contributes to governmental reports and may interface with external agencies.

•

May delegate routine work to technicians or assistants.

509

Family: Health and Environment (HE) Function: Environmental Health (HEA)

Environmental Professional I Position Number: 1275 Reference Level: 14 General Characteristics After orientation and training, performs limited assignments of specific tasks focused on maintaining compliance and providing technical support for problem resolution. This is an entry-level professional. Typically requires a degree in an appropriate scientific discipline or equivalent and limited experience. Representative Activities • Performs inspections and tests planned to provide experience and familiarization with company operations, specific environmental issues and regulations, and company practices. •

Collects, collates, and analyzes data according to established procedures.

•

Identifies potential problem areas and contributes to developing solutions.

•

Assists in preparing reports and documentation.

510

This page left blank intentionally

511

Health and Environment Health and Safety

512

This page left blank intentionally

513

Family: Health and Environment (HE) Function: Health and Safety (HEB)

Employee Health and Safety Manager Position Number: 1276 Reference Level: 18 General Characteristics Develops, directs, and coordinates planning, organization, and implementation of environmental, health, and safety programs to assure that management takes actions needed to raise employee awareness regarding these matters. This is a manager who uses both permanent and temporary staff to address the problems of a small organization or a segment of a larger organization. Typically requires a degree or equivalent in a relevant discipline, six to ten years of experience, demonstrated competence as a professional, and management skills. Representative Activities • Advises management on government regulations relating to health and safety, and recommends necessary action to attain compliance. •

Monitors existing and potential environmental concerns and recommends priorities for resolution.

•

Identifies common safety/health hazards inherent in the organization's operations and establishes guidelines for protection from hazards.

•

Audits programs for compliance with company standards, government regulations, and adequacy relative to local conditions.

•

Coordinates necessary resources to implement programs.

•

Maintains relationships with regulatory and government agency personnel.

•

Monitors periodic performance reports for trends and conditions and alerts line management to problems.

•

Investigates major accidents or problem areas and recommends future preventive measures.

•

Develops training programs.

514

Family: Health and Environment (HE) Function: Health and Safety (HEB)

Safety Professional IV Position Number: 1277 Reference Level: 17 General Characteristics Develops and implements programs to prevent injuries or health impairment. Assignments involve major and/or particularly critical areas of the business. This is a professional with a very high level of specialization and individual contribution. Typically requires lengthy experience or formal training and certification. Representative Activities • Monitors safety and health performance and recommends priorities and actions for improvement. •

Reviews new products, equipment, and processes for potential hazards and recommends modifications before introduction.

•

Collaborates with employees and supervisors to identify and correct potential safety and health hazards.

•

Develops safe standard work practices with line personnel and monitors conformance through safety and housekeeping inspections.

•

Assures compliance with organization and government health and safety standards.

515

Family: Health and Environment (HE) Function: Health and Safety (HEB)

Safety Professional III Position Number: 1278 Reference Level: 16 General Characteristics Implements programs to prevent injuries or health impairment. May be the only safety professional in a small organization, or may serve a particular location or segment of the business in a larger organization. This is a seasoned safety professional and is the second progression in this field. Typically requires a degree with additional training or certification and five or more years of experience. Representative Activities • Collaborates with employees and supervisors to identify and correct potential safety and health hazards. •

Develops safe standard work practices with line personnel and monitors conformance through safety and housekeeping inspections.

•

Assures compliance with organization and government health and safety standards.

•

Reviews new products, equipment, and processes for potential hazards and recommends modifications before introduction.

•

Monitors safety and health performance and recommends actions for improvement.

516

Family: Health and Environment (HE) Function: Health and Safety (HEB)

Safety Professional II Position Number: 1279 Reference Level: 15 General Characteristics Performs structured assignments requiring analysis and interpretation to identify probable cause and the most promising opportunities for correction. This is first progression in this field. Typically requires a degree with additional training or certification and two to four years of experience. Representative Activities • Pursues well-defined assignments requiring exercise of judgment in developing recommendations for remedial action. •

Collaborates with affected employees to identify problems and opportunities.

•

Proposes revisions to practices and equipment.

517

Family: Health and Environment (HE) Function: Health and Safety (HEB)

Safety Professional I Position Number: 1280 Reference Level: 14 General Characteristics After orientation and training, performs limited assignments of specific tasks focused on monitoring compliance with established practices and analyzing problem areas of injuries and health impairment. This is an entry level, nontechnical professional. Typically requires a degree or equivalent with additional training or relevant experience. Representative Activities • Conducts inspections and tests planned to provide familiarity with company operations, specific safety and health issues, regulations, and company practices. •

Collects and analyzes data.

•

Identifies problem areas.

•

Assists more experienced professionals in developing solutions.

518

Family: Health and Environment (HE) Function: Health and Safety (HEB)

Industrial Nurse II Position Number: 1853 Reference Level: 15 General Characteristics Provides emergency medical treatment to employees on company premises and advice on occupational health issues. Overall standards and guidance are provided by a physician. This is the technical lead level of professional nurse and may be the only healthcare professional who is a regular employee at the location. Typically requires educational, legal, and training requirements established to practice as a professional nurse. Representative Activities • Administers emergency medical treatment in the case of accident or illness on company premises and administers ongoing treatments (e.g., dressings, injections) under direction of a physician. •

Prepares accident reports for compensation and other purposes.

•

Assists in physical examinations and health evaluations of applicants and employees.

•

Plans and executes programs for health education, accident prevention, and evaluation of the work environment in accordance with overall program guidelines.

•

Maintains safe and healthy work environment by establishing, following, and enforcing standards and procedures, complying with legal regulations, and conducting health and safety inspections.

•

Reduces illness by listening to complaints, diagnosing conditions, dispensing medications, conferring with, or referring to, physicians, and advising preventive measures.

•

Contributes information and opinion on the safety committee.

•

Provides case management for occupational injuries and illnesses to ensure employees receive appropriate care to minimize time away from work.

519

Family: Health and Environment (HE) Function: Health and Safety (HEB)

Industrial Nurse I Position Number: 1281 Reference Level: 13 General Characteristics Provides emergency medical treatment to employees on company premises and advice on occupational health issues. Overall standards and guidance are provided by a physician. This is the technical mid-level of professional nurse and may be the only healthcare professional who is a regular employee at the location. Typically requires educational, legal, and training requirements established to practice as a professional nurse. Representative Activities • Administers emergency medical treatment in the case of accident or illness on company premises and administers ongoing treatments (e.g., dressings, injections) under direction of a physician. •

Prepares accident reports for compensation and other purposes.

•

Assists in physical examinations and health evaluations of applicants and employees.

•

Plans and executes programs for health education, accident prevention, and evaluation of the work environment in accordance with overall program guidelines.

520

This page left blank intentionally

521

Property Management Real Estate

522

This page left blank intentionally

523

Family: Property Management (PT) Function: Real Estate (PTA)

Real Estate Manager Position Number: 1193 Reference Level: 20 General Characteristics Manages a portfolio of properties and property-related investments to achieve risk/return goals for the class of assets in line with organizational objectives and policies. Assesses acquisition, disposal, and upgrade opportunities, and potential to improve the portfolio’s return against market benchmarks and risk profile. This role may be part of the finance or administrative department in a large organization, or part of purchasing or a specific business line in charge of developing property-related activities. Representative Activities • Submits recommendations for major investments/disposals and negotiates with purchasers/vendors after approval. •

Ensures proper and cost-effective management and maintenance of the organization’s property assets, through effective and profitable direction of purchasing/selling/renting contracts.

•

Completes regular portfolio valuations and monitors reports on market prospects and performance.

•

Monitors developments in the listed property trust sector, participates in asset allocation strategy, and ensures that investment philosophy is consistently applied.

•

Supports marketing and client services activities, typically including building effective relationships with key clients and business influencers (e.g. investment consultants).

•

Typically manages a team comprised of property managers, analysts, and/or dealers, and influences personnel decisions including hiring and performance management/development.

•

Prepares and manages budgets in relation to the property area.

524

Family: Property Management (PT) Function: Real Estate (PTA)

Real Estate Supervisor Position Number: 1194 Reference Level: 17 General Characteristics Coordinates activities related to construction of new buildings, restoration of existing buildings, property transfers, and adjustments to existing regulations through effective technical and economic management. This role may be part of the finance or administrative department in a large organization, or part of purchasing or a specific business line in charge of developing property-related activities. Representative Activities • Contributes to development and submission of budgets for property investments. •

Monitors budgets and recommends and implements appropriate corrective actions.

•

Contributes to technical and economic management of new building construction and property transformations. Monitors contracts with suppliers and contractors in line with set programs and requirements, ensuring optimum balance of intervention costs and building conditions.

•

Supports the real estate manager in activities related to property transfers, by contributing to investment decisions and ensuring compliance with procedures related to property transfers.

•

Contributes to selection of outside suppliers and contractors to ensure compliance with tender specifications and requirements.

•

Contributes to development of tender specifications to make certain that appropriate contractual obligations are included and that tender specifications meet the organization’s requirements for the property.

•

Monitors compliance of the organization’s property with existing and new regulations, making recommendations for appropriate corrective action.

•

Ensures correct reporting of technical and economic information on property trends to the real estate manager.

•

Maintains relationships with the relevant bodies and institutions in order to obtain authorizations and permits required for building construction and safety.

525

Family: Property Management (PT) Function: Real Estate (PTA)

Real Estate Analyst Position Number: 1195 Reference Level: 15 General Characteristics Responsible for researching trends and developments in the property market and recommending asset/investment strategies to outperform general benchmarks. May also be involved in supporting the real estate supervisor across a range of activities. This is an entry-level position. Representative Activities • Establishes, maintains, and analyzes appropriate sources/databases of property information to effectively identify trends. •

Prepares research reports and recommendations across the spectrum of property asset classes.

•

Supports business development and investment activities as appropriate.

526

This page left blank intentionally

527

Property Management Construction

528

This page left blank intentionally

529

Family: Property Management (PT) Function: Construction (PTC)

Construction Manager Position Number: 6866 Reference Level: 20 General Characteristics Responsible for one or more functions of construction, renovation, and remodeling activities affecting new and existing properties. Typically reports to the Head of Construction. Representative Activities • Supervises field construction for the area of responsibility. •

Schedules and coordinates construction/remodeling activities for the area of responsibility.

•

Develops cost estimates.

•

Assists with the selection of contractors/subcontractors.

•

Assists with construction contract negotiations.

530

Family: Property Management (PT) Function: Construction (PTC)

Construction Site Manager Position Number: 8268 Reference Level: 17 General Characteristics Provides construction and engineering services so that construction proceeds in accordance with design and construction requirements. Typically requires an engineering degree and five to eight years of industry related experience. Representative Activities • Provides construction and engineering service at the site. •

Implements and coordinates construction activities at the site for the area of responsibility.

•

Coordinates and reviews construction-work schedules in compliance with contract documents.

531

Family: Property Management (PT) Function: Construction (PTC)

Construction Site Foreman Position Number: 8269 Reference Level: 14 General Characteristics Responsible for daily supervision of works-in-progress at the site to ensure quality and timeliness, as specified in the contract. Typically requires five to seven years of relevant experience and advanced technical skills. Representative Activities • Plans and supervises all relevant works at the site. •

Liaises and supervises sub-contractors.

•

Resolves problems with design, manpower, and material delivery to meet performance, schedule, and cost objectives.

532

This page left blank intentionally

533

Property Management Facilities Management

534

This page left blank intentionally

535

Family: Property Management (PT) Function: Facilities Management (PTB)

Facilities Maintenance Manager II, I Position Number: 1196, 1197 Reference Level: 18, 16 General Characteristics Leads the provision and administration of office facilities for a medium to large, potentially multi-site organization. Works within established policies and legal obligations with a certain degree of creativity and flexibility. Familiar with standard concepts, practices, and procedures within a particular field. Typically requires five to seven years of extensive experience and judgment to plan and accomplish goals. Reports to a functional head. Representative Activities • Regularly reviews facilities provision, making recommendations for improvements and contributes to policy-making. •

Leads planning and implementation of major facilities upgrade projects.

•

Establishes, monitors, and manages office-related contracts with suppliers and third-party service providers.

•

Provides information, necessary documentation, etc. for other departments to assist with office and facilities issues.

•

Contributes to disaster recovery planning for office facilities.

•

Contributes to training of new staff to ensure they understand how to use the office facilities and the relevant health and safety issues.

•

Monitors facilities budget to ensure variances are accounted for.

•

May assess health and safety risks, keeps up to date with regulations, and ensures compliance from external contractors.

•

May supervise other facilities maintenance and/or administrative staff.

Scope Variants Variants relate to organization size in terms of numbers of staff housed and/or sites covered as the principal guides for determining the appropriate job match.

Organization size (numbers of staff/sites):

II Reference level 18

I Reference level 16

Medium-large, multi-site organization, total staff: > 400 people.

Medium-large, single-site or small multi-site organization, total staff: 200 to 400 people.

536

Family: Property Management (PT) Function: Facilities Management (PTB)

Facilities Maintenance Supervisor Position Number: 1198 Reference Level: 14 General Characteristics Supervises staff of facilities maintenance workers who perform maintenance service and repairs in the areas of plumbing, carpentry, painting, plastering, machine servicing or electrical servicing to the organization's facilities. Familiar with standard concepts, practices, and procedures within a particular field and applies a certain degree of creativity and latitude to a variety of complex tasks. Typically requires a degree and one to two years of experience, or five to seven years of practical experience in the field or related area. Reports to a facilities maintenance manager. Representative Activities • Plans and supervises implementation of general maintenance services and repairs. •

Schedules periodic inspections and tests of equipment to prevent malfunctions and service interruptions.

•

Inspects equipment and facilities to determine repair of malfunctioning units and physical structures.

•

Trains workers in equipment repair and structural maintenance, using operating manuals, work orders, and blueprints.

•

Requisitions materials and supplies.

•

Keeps records of problem areas and repairs made.

•

May monitor maintenance-related contracts with suppliers and third-party service providers.

•

Keeps up-to-date with regulations and may ensure compliance from external contractors.

537

Family: Property Management (PT) Function: Facilities Management (PTB)

Facilities Assistant II Position Number: 1199 Reference Level: 11 General Characteristics Responsible for managing an element of the facilities or maintenance service of a medium to large organization. Maintenance may be in the areas of plumbing, carpentry, painting, plastering, machine servicing or electrical servicing. Works according to established organizational procedures and standards. Typically requires two years of experience in the field or related area. Potentially overlaps with Administration/Support/Service family. Representative Activities • Coordinates and carries out activities such as office maintenance, switchboard, post-room, office supplies management, etc. •

Regularly reviews practices and makes recommendations to more senior facilities management staff.

•

Maintains up-to-date procedures, manuals, and checklists.

•

May coordinate a small team of maintenance or facilities staff.

538

Family: Property Management (PT) Function: Facilities Management (PTB)

Facilities Assistant I Position Number: 1200 Reference Level: 9 General Characteristics Carries out an element of the facilities or maintenance service of a medium to large organization. Maintenance may be in the areas of plumbing, carpentry, painting, plastering, machine servicing or electrical servicing. Works according to established organizational procedures and standards. Operates independently on standard activities. Potentially overlaps with Administration/Support/Service family. Representative Activities • Carries out activities such as office maintenance, switchboard, post-room, office supplies management, etc. •

Works according to procedures, manuals, and checklists.

•

Assists senior colleagues by carrying out administrative activities.

539

Administration/Support/Service Clerical Services

540

This page left blank intentionally

541

Family: Administration/Support/Service (AS) Function: Clerical Services (ASA)

Office Manager III Position Number: 1231 Reference Level: 15 General Characteristics Supervises administrative and secretarial employees to assure effective office support. Assures that all office services are provided but does not perform these duties personally. Sometimes designates subordinates to act as work team leaders of various functional activities. Typically supervises more than 20 employees and reports to the head of the department. Representative Activities • Assures that typing and related administrative and secretarial work is assigned and reviewed. •

Prepares work schedules for team leaders and assures coverage of critical functions such as reception, telephones, mail preparation and delivery, and typing.

•

Monitors expenses and/or budgets. Highlights areas of concern to department head.

•

Assures maintenance of inventory of office supplies and interacts with vendors regarding selection, pricing, and delivery of office supplies, equipment, and services.

•

Assures that office services such as coffee and tea, machine repair, building service, catered luncheons, and temporary employment are provided as needed.

•

Contacts employment agencies and recruits and screens candidates for administrative and team leader positions.

•

Sets standards for office procedures, organization policies, and employee pay and benefits.

•

Monitors work performance and recommends pay increases and promotions.

•

Disciplines and terminates employees for poor performance following organizational policies and procedures.

•

Assures that time sheets, payroll records, and claims for employee benefits are processed.

•

Coordinates the assignment of office space, computers, furniture, and equipment.

•

Arranges local hotel and transportation service agreements and recommends selection of travel agencies. 542

Family: Administration/Support/Service (AS) Function: Clerical Services (ASA)

Office Manager II Position Number: 1232 Reference Level: 14 General Characteristics Supervises administrative and secretarial employees to assure effective office support. Assures that all office services are provided but does not generally perform these duties personally. Sometimes designates subordinates to act as work team leaders of various functional activities. Typically supervises more than ten employees and reports to the head of the office or department or to an administrative manager. Representative Activities • Assures that typing and related administrative and secretarial work is assigned and reviewed. •

Prepares work schedules for administrative employees and assures coverage of critical functions such as reception, telephones, mail preparation and delivery, and typing.

•

Maintains inventory of office supplies and interacts with vendors regarding selection, pricing, and delivery of office supplies, equipment, and services.

•

Assures that office services such as coffee and tea, machine repair, building service, catered luncheons, and temporary employment are provided as needed.

•

Recruits and screens candidates for administrative positions.

•

Provides basic orientation regarding office procedures, organization policies, and employee pay and benefits.

•

Monitors work performance and recommends pay increases and promotions.

•

Disciplines and terminates employees for poor performance following organizational policies and procedures.

•

Assures that time sheets, payroll records, and claims for employee benefits are processed.

•

Monitors expenses and/or budgets. Alerts supervisor or responsible person to problem areas.

•

Coordinates the assignment of office space, computers, furniture, and equipment.

•

Arranges local hotel and transportation service agreements and recommends selection of travel agencies. 543

Family: Administration/Support/Service (AS) Function: Clerical Services (ASA)

Office Manager I Position Number: 1234 Reference Level: 13 General Characteristics Supervises administrative and secretarial employees to assure effective office support. Performs most office support duties and may, on occasion, act as a substitute for absent employees. Coordinates a wide range of services to assure efficient operation of the office. Typically supervises fewer than ten administrative and secretarial personnel in an office or department with less than 50 employees. Typically reports to the head of the office or department or to an administrative manager. Representative Activities • Assigns and monitors typing and related administrative and secretarial work. •

Prepares work schedules for administrative employees and assures coverage of critical functions such as reception, telephones, mail preparation and delivery, and typing.

•

Maintains inventory of office supplies and orders office supplies, equipment, and services within prescribed procedures and contractual agreements.

•

Coordinates services such as coffee and tea, machine repair, building service, catered luncheons, and temporary employment.

•

Recruits and screens candidates for administrative positions.

•

Provides basic orientation regarding office procedures, organization policies, and employee pay and benefits.

•

Monitors work performance and recommends pay increases, promotions, discipline, and termination of employment.

•

Processes time sheets, payroll records, and claims for employee benefits.

•

Maintains records of administrative expenses and petty cash.

544

Family: Administration/Support/Service (AS) Function: Clerical Services (ASA)

Administrative Assistant II Position Number: 1233 Reference Level: 14 General Characteristics Provides general administrative support to a department or group of professionals. Work is performed under general supervision and requires incumbents to exercise independence and discretion. Typically requires several years of relevant experience. Representative Activities • Researches a wide variety of information requests independently. •

Prepares and analyzes trends and status reports, drawing data from a variety of sources within and outside the department.

•

Composes routine letters and memoranda.

•

Routes or answers routine correspondence not requiring supervisor’s attention.

•

Maintains confidential department records and files.

•

Assists in the formulation of the department budget, business planning, and related planning functions.

•

Has regular contact with customers, suppliers or employees outside the immediate work area.

•

Makes meeting and travel arrangements.

545

Family: Administration/Support/Service (AS) Function: Clerical Services (ASA)

Administrative Assistant I Position Number: 1235 Reference Level: 13 General Characteristics Provides general administrative support to a department or group of professionals. Work is performed under general supervision and requires incumbents to exercise some independence. Representative Activities • Collects, assembles, and summarizes statistics and information from identified sources as directed. •

Prepares charts, graphs, and tables for presentations or inclusion in reports.

•

Issues regular reports following established procedures.

•

Routes or answers routine correspondence not requiring supervisor attention.

•

Composes routine letters and memoranda.

546

Family: Administration/Support/Service (AS) Function: Clerical Services (ASA)

General Clerk V Position Number: 1236 Reference Level: 12 General Characteristics Operates as a senior clerk personally undertaking the more complex clerical operations within the department, and typically coordinates work of clerks engaged in routine work. Typically requires considerable clerical experience, comprehensive knowledge of department procedures, and a good understanding of how operations of the department relate to others. Representative Activities • Maintains schedules and administers systems or arrangements for activities such as purchase, receipt, dispatch, and delivery of goods and/or services. •

Handles more difficult aspects of and/or troubleshoots work performed by less senior clerks.

•

Deals with external sources such as customers and suppliers in order to resolve non-routine queries and problems.

•

Produces regular and/or ad hoc analyses of information relating to work processed.

•

Trains and motivates a group of two to five less senior clerks and oversees the quality of their work.

•

May assist in selection of potential new recruits.

547

Family: Administration/Support/Service (AS) Function: Clerical Services (ASA)

General Clerk IV Position Number: 1237 Reference Level: 11 General Characteristics Performs clerical duties such as document processing, record keeping, and report compilation, requiring independent analysis, exercise of judgment, and detailed knowledge of procedures. Has minimal supervision in a wellstructured environment. Often represents the top level of knowledge and specialization. Representative Activities • Receives, classifies, reconciles, interprets, consolidates, and/or summarizes documents and information. •

Maintains records and balance information for control purposes.

•

Compiles complex reports, drawing data from a variety of sources within and outside of the department.

•

Prepares special reports and analyses within prescribed guidelines.

•

Regularly contacts customers, suppliers or organization employees outside the immediate work area to exchange information.

548

Family: Administration/Support/Service (AS) Function: Clerical Services (ASA)

General Clerk III Position Number: 1238 Reference Level: 10 General Characteristics Performs clerical duties such as document processing, record keeping, and report compilation of intermediate difficulty, requiring depth of analysis and use of individual judgment. Has a sound knowledge of procedures. Typically requires prior experience and operates under general supervision. Representative Activities • Receives, classifies, reconciles, consolidates, and/or summarizes documents and information. •

Maintains record of documents processed and controls to assure completion.

•

Compiles regular and special reports, following established formats and procedures.

•

Regularly contacts customers, suppliers or organization employees outside the immediate work area to exchange information.

549

Family: Administration/Support/Service (AS) Function: Clerical Services (ASA)

General Clerk II Position Number: 1239 Reference Level: 9 General Characteristics Performs clerical office work such as document processing, record keeping, and report compilation, requiring simple analysis, use of individual judgment, and working knowledge of procedures. Typically requires limited prior experience and operates under general supervision. Representative Activities • Receives, classifies, consolidates, and/or summarizes documents and information. •

Maintains records of documents processed.

•

Compiles various regular reports in accordance with standard operating procedures.

•

Occasionally contacts customers, suppliers or organization employees outside the immediate work area to exchange information.

550

Family: Administration/Support/Service (AS) Function: Clerical Services (ASA)

General Clerk I Position Number: 1240 Reference Level: 8 General Characteristics Performs clerical work such as document processing or record keeping. Has a general knowledge of procedures. This is an entry-level position in which work is well-defined and standardized. Representative Activities • Receives, classifies, consolidates, and/or summarizes documents and information. •

Maintains records of documents processed.

•

Compiles various regular reports in accordance with standard operating procedures.

•

May contact customers, suppliers or organization employees outside the immediate work area to exchange information.

551

Administration/Support/Service Secretarial

552

This page left blank intentionally

553

Family: Administration/Support/Service (AS) Function: Secretarial (ASB)

Secretary VI Position Number: 1241 Reference Level: 14 General Characteristics Performs a wide range of administrative and general support duties of a highly responsible and confidential nature. Frequently communicates with seniorlevel internal and external contacts and is regularly exposed to confidential data. Has a thorough knowledge of the principal's accountabilities and method of operation, and a high level of tact and integrity due to the sensitive nature of information. Works independently with only general guidance on a variety of special projects. Typically reports to the CEO. Representative Activities • Communicates and/or coordinates principal's instructions and desires with various individuals and/or departments. •

Furnishes and obtains information from other principals or outside representatives.

•

Receives and screens telephone calls, letters, and/or visitors, answering routine questions and obtaining and furnishing information to save supervisor's time.

•

Schedules appointments and arranges meetings, conferences, and travel.

•

Organizes and maintains principal's correspondence and records, following up on pending matters with limited direction.

•

Drafts correspondence for principal's final approval.

•

Prepares special reports, gathering, summarizing, and analyzing data.

•

Organizes and prepares complex documents requiring the integration of multiple office technology and software applications. May act as an office resource for word processing and spreadsheet application.

•

Organizes and expedites flow of work through supervisor's office and initiates any follow-up action.

•

May oversee work of others.

554

Family: Administration/Support/Service (AS) Function: Secretarial (ASB)

Secretary V Position Number: 1242 Reference Level: 13 General Characteristics Performs a wide range of administrative and general support duties of a highly responsible and confidential nature. Frequently communicates with seniorlevel internal and external contacts and is regularly exposed to confidential data. Has a high level of tact and integrity due to the sensitive nature of information. Typically reports to a very high-level principal, who directs several different major functions in a medium to large facility, and who requires a fully seasoned executive secretary. Representative Activities • Communicates and/or coordinates principal's instructions and desires with various individuals and/or departments. •

Furnishes and obtains information from other principals or outside representatives.

•

Receives and screens telephone calls, letters, and/or visitors, answering routine questions and obtaining and furnishing information to save supervisor's time.

•

Schedules appointments and arranges meetings, conferences, and travel.

•

Organizes and maintains principal's correspondence and records, following up on pending matters with limited direction.

•

Drafts correspondence for principal's final approval.

•

Prepares special reports, gathering, summarizing, and analyzing data.

•

Organizes and prepares complex documents requiring the integration of multiple office technology and software applications. May act as an office resource for word processing and spreadsheet application.

•

Organizes and expedites flow of work through supervisor's office and initiates any follow-up action.

•

May oversee work of others.

555

Family: Administration/Support/Service (AS) Function: Secretarial (ASB)

Secretary IV Position Number: 1243 Reference Level: 12 General Characteristics Performs full clerical, administrative, and general office duties of a responsible and confidential nature. Frequently accesses highly confidential information and files. Communicates with contacts at all levels in the organization, industry, and community. Has an understanding of the principal's job and method of operation, in addition to the operations and procedures of the department and organization. Typically reports to a position responsible for a major function, such as finance, manufacturing, marketing or personnel, in a medium to large facility. Representative Activities • Communicates principal's instructions or desires to various individuals and/or departments, and furnishes and obtains information from other principals. •

Receives and screens telephone calls, letters, and/or visitors, answering routine questions and furnishing information to save supervisor's time.

•

Schedules appointments and makes arrangements for meetings, conferences, and travel.

•

Organizes and maintains files of supervisor's correspondence and records, following up on pending matters.

•

Prepares routine letters and memoranda for principal's signature.

•

Prepares special reports, gathering, and summarizing data.

•

Organizes and prepares complex documents requiring the integration of multiple office technology and software applications. May act as an office resource for word processing and spreadsheet application.

•

Prepares complex correspondence, reports, and presentations.

•

Organizes and expedites flow of work through supervisor's office and initiates any follow-up action.

•

May assign work to others.

556

Family: Administration/Support/Service (AS) Function: Secretarial (ASB)

Secretary III Position Number: 1244 Reference Level: 11 General Characteristics Performs full clerical, administrative, and general office duties involving, typing, record and file maintenance, document creation, mail distribution, and telephone reception. Provides secretarial services to a middle to upper-level management position. Day-to-day communication is with peers and subordinates of supervisor, with occasional contact with executive officers and clients. Has an understanding of the content of the principal's job and method of operation, in addition to the operations and procedures of the department and organization. Typically requires significant secretarial experience. Representative Activities • Organizes and maintains files of supervisor's correspondence and records, following up on pending matters. •

Receives and screens telephone calls, letters, and/or visitors, answering routine questions and furnishing information to save supervisor's time.

•

Schedules appointments and coordinates arrangements for meetings and conferences.

•

Prepares routine letters and memoranda for principal's review.

•

Prepares regular reports, gathering and summarizing data.

•

Produces a variety of correspondence, reports, and presentations using the appropriate software for word processing, graphics, and spreadsheets.

•

Organizes and expedites flow of work through supervisor's office and initiates any follow-up action.

557

Family: Administration/Support/Service (AS) Function: Secretarial (ASB)

Secretary II Position Number: 1245 Reference Level: 10 General Characteristics Performs clerical, administrative, and general office duties involving, typing, record and file maintenance, document creation, mail distribution, and telephone reception. Provides secretarial services for one or more persons, typically at the middle-management level. Has some knowledge of the unit's operations, organization, and procedures. Typically requires some previous secretarial experience. Representative Activities • Maintains office files and records in accordance with internal procedures. •

Receives and refers visitors and telephone callers.

•

Responds to routine requests for information and refers more complex requests to appropriate staff members.

•

Opens and distributes mail. Responds with form letters to routine requests.

•

Drafts and types routine letters and memoranda from specific instructions.

•

Assembles relevant data and compiles information as directed.

•

Produces a variety of correspondence and reports.

•

Maintains appointment calendars.

558

Family: Administration/Support/Service (AS) Function: Secretarial (ASB)

Secretary I Position Number: 1246 Reference Level: 9 General Characteristics Performs basic clerical, administrative, and general office duties involving, typing, record and file maintenance, document creation, mail distribution, and telephone reception. May perform secretarial services for one or more persons at the supervisory or middle-management level. This is an entry-level position. Representative Activities • Maintains office files and records in accordance with internal procedures. •

Receives and refers visitors and telephone callers.

•

Opens and distributes mail. Responds with form letter to routine requests.

•

Types routine letters and memoranda from specific instructions.

•

Assembles relevant data, and compiles information as directed.

•

Maintains appointment calendars.

559

Administration/Support/Service Support Services

560

This page left blank intentionally

561

Family: Administration/Support/Service (AS) Function: Support Services (ASC)

Translator II Position Number: 1247 Reference Level: 14 General Characteristics Translates written material from one language to another, and vice versa. Material includes technical terminology appropriate to the organization and industry, and idioms in both languages. Simultaneous verbal translations are not required. Has a sound understanding of the organization's affairs. Typically requires a degree or equivalent experience in translation or a related discipline, including specialization in interpretation, translation, and terminology, or about seven to ten years of practical experience. Representative Activities • Translates complex material either for internal use or external communications. •

Translates material requiring understanding and correct presentation of abstractions and colloquial expressions.

•

Translates technical material requiring accuracy with legal, professional or public relations ramifications.

•

Discusses translation nuances to explain or clarify material translated or to be translated, as required.

•

May assign and monitor work undertaken by outside agencies.

562

Family: Administration/Support/Service (AS) Function: Support Services (ASC)

Translator I Position Number: 1248 Reference Level: 13 General Characteristics Translates written material from one language to another. Material includes little or no technical terminology, but does include idioms in both languages. Has some understanding of the organization's affairs as they relate to the functions serviced. This is typically a trainee position for a recent graduate in language studies or someone with a natural fluency in at least two languages gained from family background, combined with a demonstrated proficiency in composition, grammar, and syntax. Representative Activities • Translates simple to moderately complex material either for internal use and/or to service routine external communications. •

Translates material involving a minor amount of abstractions and colloquial expressions.

•

If performed, translations with legal, professional or public relations ramifications are reviewed by superiors.

•

May discuss materials translated, or to be translated, with those being served.

•

May perform related clerical duties.

563

Family: Administration/Support/Service (AS) Function: Support Services (ASC)

Security Supervisor Position Number: 5071 Reference Level: 13 General Characteristics Supervises the guard force of a commercial or industrial establishment and ensures suitable procedures are in place and operating effectively. Has knowledge of appropriate statutory or standard procedures for ensuring effective security and awareness of available mechanical/electronic security systems. Typically requires security guard experience and ability to coordinate shifts. Representative Activities •

Continuously reviews the effectiveness of security procedures and mechanisms and recommends suitable changes/improvements where necessary.

•

Ensures that security/alarm systems are tested regularly and effectively.

•

Checks security logs and brings any questionable incidents to the attention of superiors for appropriate action.

•

Liaises with police or fire authorities regularly to ensure suitable procedures and systems are in place.

•

Maintains log of incidents/occurrences during shift.

•

Responsible, in conjunction with personnel, for the recruiting, training, and disciplining of the guard force.

564

Family: Administration/Support/Service (AS) Function: Support Services (ASC)

Armed Guard Position Number: 5079 Reference Level: 10 General Characteristics Guards company premises and property from unauthorized entry or theft and ensures adherence to internal security procedures. Carries a firearm and has attained proficiency in firearm safety and use. Representative Activities • Patrols assigned areas to observe and enforce safety and security regulations. •

Responds to emergency calls or alarms in accordance with internal procedures.

•

Coordinates with external law enforcement agents on security problems.

•

Operates barriers/gates to control entry to and exit from the site.

•

Patrols facility to check for questionable events or breaches of perimeter fences/gates.

•

Carries out inspections of vehicles and/or property to check for suspicious items.

•

Monitors closed circuit TV systems to avoid security breaches.

•

Checks and issues passes of employees/contractors/visitors.

565

Family: Administration/Support/Service (AS) Function: Support Services (ASC)

Watchman/Guard Position Number: 5087 Reference Level: 9 General Characteristics Patrols a site or industrial property and ensures that security violations and emergencies are reported. Able to learn 90 percent of the job within a few months. Typically requires a substantial amount of walking, and is an unarmed position. Representative Activities • Verifies credentials of persons entering property, exercising discretion. •

Assures that packages leaving the property are duly authorized.

•

Makes rounds of the property, checking doors, windows, and gates to determine security.

•

Sounds alarm in case of fire or emergency.

•

Registers at watch stations.

566

Family: Administration/Support/Service (AS) Function: Support Services (ASC)

Chauffeur Position Number: 1250 Reference Level: 9 General Characteristics Drives automobiles to transport organization’s personnel or visitors to and from appointments or around facilities on non-routine trips. Typically, no fixed work patterns exist. Works irregular hours and potentially nights, weekends, and/or public holidays. May be assigned to a particular senior manager and has to integrate work patterns with the manager’s requirements. Has awareness of safety and security considerations. Typically requires excellent knowledge of routes within the main area of operation, and high levels of discretion, flexibility, reliability, and personal organization. Representative Activities • Picks up personnel or visitors from pre-arranged venues. •

Conveys personnel, visitors or packages to required destinations.

•

Ensures cleanliness of vehicles used.

•

Maintains records and produces necessary travel documentation to contribute to service administration.

•

Reports maintenance issues.

•

May undertake miscellaneous errands such as courier activities, as directed.

•

May be expected to lift loads into and out of the car.

567

Family: Administration/Support/Service (AS) Function: Support Services (ASC)

Receptionist/Switchboard Operator II, I Position Number: 1249, 1251 Reference Level: 9, 8 General Characteristics Acts both as an operator and receptionist at a single-position telephone switchboard or console. Duties may include operating a telephone switchboard, greeting visitors, and determining the nature of visitors' business. Representative Activities • Receives, welcomes, books, and refers visitors to the relevant individual or department. •

Accepts delivery of small parcels and advises addressee.

•

Maintains reception area in a tidy condition.

•

Connects callers who may be uncertain of their required contact to the most appropriate department/contact.

•

Takes and passes on messages. Determines when an issue is urgent and expedites a response.

•

May administer routine parking and taxi arrangements, and issues and collects security badges for visitors.

•

As a key point of entry to the organization, acts with tact, discretion, and courtesy at all times.

•

May perform basic clerical tasks and/or undertake simple copy typing as time permits.

Scope Variants Variants relate to the number of languages spoken as principal guide for determining the appropriate job match.

No. of languages spoken:

II Reference Level 9

I Reference Level 8

>= 3