Leadership
- Achieves goals through the work of others
- Management responsibilities include performance appraisals, pay reviews, training and development
- Job focus is on managing others and applying operational or strategic management skills
General Profile
- Supervises the daily activities of business support, technicians and skilled operations teams
- Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors
- Decisions are guided by policies, procedures and the local business plan; receives guidance and oversight from manager
- Typically, does not perform the work supervised
- Manages professional associates and/or supervisors
- Is accountable for the performance and results of a team(s)
- Adapts departmental plans and priorities to address resource and operational challenges
- Decisions are guided by policies, resources and business plan; receives moderate guidance from manager
- Provides subject matter guidance to associates, colleagues and/or customers
- Provides leadership to managers and/or professional associates
- Is accountable for the performance and results of multiple related teams
- Develops departmental plans, including business, production and/or organizational priorities
- Decision-making is guided by area objectives and resources
- Evaluates and allocates available resources within teams
Functional Knowledge
- Requires understanding and application of procedures and practices within own area and basic knowledge of other areas
- Requires in-depth conceptual and practical knowledge in own areas and knowledge of other areas
- Requires a comprehensive understanding of internal and industry standards and principles
Business Expertise
- Understands how the team relates to other closely related teams to improve efficiency
- Integrates industry/ functional best practices in own area to the achieve of objectives
- Applies in-depth understanding of the business dynamics of how own department integrates within an area or multiple areas
Leadership
- Has formal supervisory responsibilities; sets priorities for and coaches associates to meet deadlines
- Manages a generally homogeneous team; adapts plans and sets priorities to meet service and/or operational challenges
- Manages multiple related teams, may supervise managers of managers, sets priorities and allocates resources; executes department business plans
Problem Solving
- Uses judgment to identify and resolve day-to-day problems
- Identifies and resolves moderately complex business problems
- Identifies and resolves complex multi-dimensional business problems
Impact
- Impacts the level of service and the team’s ability to meet quality, volume, and timeliness objectives within their area
- Guided by local business needs and established practices
- Impacts the level of service and the team’s ability to meet quality, volume and timeliness of objectives
- Guided by department policies, resource requirements, budgets and the business plan
- Impacts the business results of a department/district by setting priorities, allocating resources, and developing policies and plans
- Guided by department/district business plans
Interpersonal Skills
- Uses tact and diplomacy to exchange information and address sensitive issues
- Guides, influences and persuades others internally and/or externally
- Influences others internally and externally, including senior division executives, vendors or regulators