The Business Support Section (BSS) is dedicated to assisting in the planning and management of the Capacity Development and Implementation (CDI) Bureau; the daily implementation of the Capacity Development and Implementation Programme (CDIP); and in assisting the Director, Capacity Development and Implementation Bureau (D/CDI) in the programming and reporting process to the Council in the following main areas: Policy, Business Support, Reporting, Budgeting and Finances, as well as Quality and Risk Management. It is comprised of the Business Support Unit (BSU) and the Programme Budget Unit (PBU).

The Business Support Unit is dedicated to assisting in the preparation of documentation, such as working papers and reports to the Governing Bodies, as well as to the monitoring of audit recommendations and follow-up and reporting on appropriate implementation thereof. The Unit is further responsible for progressively introducing and ensuring the effective operation of the CDI Quality Management System (QMS), organizing the management review process and managing and promoting the continual improvement of the Bureau’s QMS with the Head, Business Support Unit serving as Quality Assurance Manager (QAM), assisted by a Business Support Associate who is designated as the CDI Bureau Quality Representative. BSU also provides a records management service for the Bureau.

CDI is now transitioning away from ISO 9001:2015 implemented since 2011 and is in the process of implementing a new quality management approach that retains the main principles of ISO instilled in its QMS over the years. As part of the implementation of its Business Model and Strategy, the Bureau has seen a series of structural changes in recent years including, inter alia: the integration of Global Aviation Training (GAT) Office into CDI, the transfer of the Procurement section from CDI to ADB, the establishment of the Technical Support and Quality Assurance (TSQA) Section, the integration of the Revenue and Product Management (RPM) Section and of the Resource Mobilization function into CDI. Given this significant expansion in the mandate of the Bureau, the current ISO-certified processes now only partially cover the full scope of activities carried out within CDI. In addition, internal suppliers’ processes (i.e., Procurement), in support of core CDI activities, are now outside of the scope of the ISO certification.

Furthermore, derived from the Bureau’s rebranding initiative, which included its name change from Technical Cooperation Bureau to Capacity Development and Implementation Bureau, the update of, inter alia, internal and external documentation, systems/applications, ICAO website and subsites, social media profiles, product and services catalogues, marketing material, etc. is underway as part of a comprehensive rebranding checklist that will strengthen the positioning of CDI’s new identity. Moreover, under a One-ICAO approach, the rebranding exercise necessitates the sub-branding of the products and services offered.

The upcoming implementation of the new Enterprise Resource Planning / Project Portfolio Management (ERP/PPM) project, part of the Organization’s Transformational Objective and Digital Transformation, requires a thorough mapping and streamlining of business processes across the Bureau. This requires, inter alia, developing an updated process map, identifying the current state of processes, identifying the gaps between the current state and the desired state, and streamlining and mapping the revised processes prior to their implementation in the new system. This exercise will allow the Bureau to focus solely on the execution of value-added operations and the elimination of unnecessary steps in its processes for improved efficiency. The revision of processes will also provide added clarity regarding roles and responsibilities in line with the structural changes.

The CDI Bureau consists of six (6) Sections: the Business Support Section (BSS), the Field Operations Section (FOS), the Field Personnel Section (FPS), the Global Aviation Training Section (GAT), Technical Support and Quality Assurance (TSQA) and the Revenue and Product Management Section (RPM). In addition, a number of new/inherited activities have been recently integrated into CDI operations and are due to be part of the QMS Transition as a later phase considered under the scope of a potential additional contract.

The Quality Management Systems (QMS) Consultant will provide subject matter expertise in the preparation, review and update of QMS documentation, analysis and re-engineering of processes, as may be required, as well as in the provision of advice and guidance to Process Owners, Section Quality Representatives, and others, as required, during the document preparation phase to be carried out under the QMS Transition. S/he will report directly to the Head, Business Support Unit, under the supervision and guidance of the Chief, Business Support Section, with whom s/he consults on complex issues. This will be undertaken in coordination with the Chief, Technical Support and Quality Assurance (C/TSQA) who is responsible for the QMS Transition.

Coordinate with the Quality Assurance Manager (QAM), achieving results such as:

• Provision of solutions for the upgrade and implementation of a system conducive to the harmonized, streamlined, and simplified development and documentation of the CDI QMS, including:
  • Procedures, Instructions and Forms;
  • Definitions for essential functions and processes;
  • Improvements to the administration and management of processes, if any;
  • Criteria for the prioritization of tasks related to the processing of new and modified QMS documents; and
  • Useful revisions/additions to the Quality Management Manual, if any.
• Tracking of the project’s progress and escalation of urgent/important quality matters that arise in the course of activities to the QAM, as required.

Support CDI Bureau Process Owners in the review, documentation and improvement of CDI processes, achieving results such as:

• With the active participation of CDI Bureau Process Owners, amend existing documentation and develop new documents, as requested by the QAM, for the enhancement of the current CDI QMS and integration of new Sections and activities:
• Review existing QMS-related definitions for essential functions and processes and establish new ones where they are not yet defined or documented;
• Review applicable reference documentation and support their integration into the QMS, as may be required for CDI Sections or activities not yet integrated into its QMS;
• Revise/update the existing Quality Management Manual, Quality Management System Procedures, Work Instructions, Process Flow Charts and Forms in accordance with the harmonization policies agreed to by the Quality Assurance Manager and based on the Bureau’s QMS requirements/practices;
• Assess/review the existing operational processes and standard operating procedures (as-is), identify gaps, duplications, inconsistencies, inefficiencies, waste, non-value-added activities, variations, etc.;
• Propose improvements/simplification of workflows, in coordination with Process Owners, with a view to automation;
• Develop block diagrams for major task flow processes of the CDI QMS;
• Develop a tabular system overview regarding existing, pending and outstanding documentation, including the development of prioritization criteria for their processing;
• Prepare and deliver periodic status updates, reports, analyses, and PowerPoint presentations for the briefing/consideration of the QAM and Management, as well as the training of CDI staff related to major revisions to the CDI QMS as a whole and in terms of Section-specific changes to Procedures;
• As a subject matter expert, provide technical advice and guidance to Process Owners, and other designated persons with a quality role, in the review, update, documentation of their processes; and
• Support Process Owners in determining, documenting, and improving operational metrics (where they exist); as applicable.

Performs other related duties, as assigned

Essential

• A first level university degree in management, business administration, engineering, systems analysis or in a related field, preferably in combination with a specialization in quality management, process improvement/re-engineering and/or project management.

Desirable

• An advanced level university degree in any of the aforementioned disciplines.

Essential

• At least 10 years’ professional experience in the design, development, documentation, implementation, and analysis of complex systems, preferably in quality management and process improvement/re-engineering across an organization/department within an international organization, public sector, or non-governmental organization.
• Practical knowledge and experience of ISO 9001:2015.
• Practical knowledge and experience of project management methodologies, e.g. PRINCE2 or equivalent.
• Experience in collecting, analysing and interpreting qualitative and quantitative data obtained from a quality management system and reporting pertinent conclusions, as well as recommendations thereon.
• Good practical experience in process mapping (developing, revising, and improving workflows) of complex business processes.
• Ability to quickly grasp workflows, their context and how they might be applied to achieve business goals.
• Analytical skills that enable synthesis of inputs from many sources, and allow for logical thinking and strategic implementation with a focus on attention to detail.
• Proficiency in the use of process modelling applications.
• Proficiency in the use of Microsoft (MS) Office.
• Excellent communication skills – both written and oral.
• Ability to plan, problem-solve, time-manage, and develop/nurture interpersonal relations with a strong client focus.
• Experience in supporting several projects/consultations concurrently and managing competing priorities with tight deadlines.

Desirable

• Experience working with the United Nations.
• Experience working in the aviation sector as a quality management professional.
• Knowledge of the Convention on International Civil Aviation, ICAO functions, organization and activities.
• Practical knowledge and experience of current CDI processes, procedures and workflows.
• Experience in the use of Agresso Enterprise Resource Planning (ERP) system.
• Quality Management certification
• Process Improvement certification
• Project Management certification
• Knowledge of MS Visio.

     Essential

Fluent reading, writing and speaking abilities in English.

Desirable

A working knowledge of any other language of the Organization (Arabic, Chinese, French, Russian, Spanish).

Professionalism: Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; and remains calm in stressful situations.

Judgement/Decision-making: Identifies the key issues in a complex situation, and comes to the heart of the problem quickly; gathers relevant information before making a decision; considers positive and negative impacts of decisions prior to making them; takes decisions with an eye to the impact on others and on the Organization; proposes a course of action or makes a recommendation based on all available information; checks assumptions against facts; determines that the actions proposed will satisfy the expressed and underlying needs for the decision; and makes tough decisions when necessary.

Accountability: Takes ownership of all responsibilities and honours commitments; delivers outputs for which one has responsibility within prescribed time, cost and quality standards; operates in compliance with organizational regulations and rules; supports subordinates, provides oversight and takes responsibility for delegated assignments; and takes personal responsibility for his/her own shortcomings and those of the work unit, where applicable.

Communication: Speaks and writes clearly and effectively; listens to others, correctly interprets messages from others and responds appropriately; asks questions to clarify, and exhibits interest in having two-way communication; tailors language, tone, style and format to match the audience; demonstrates openness in sharing information and keeping people informed.

Teamwork: Maintains harmonious working relationships in a multinational environment. Works collaboratively with colleagues to achieve organizational goals; solicits input by genuinely valuing others’ ideas and expertise; is willing to learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts joint responsibility for team shortcomings.

Planning and organization: Develops clear goals that are consistent with agreed strategies; identifies priority activities and assignments; adjusts priorities as required; allocates appropriate amount of time and resources for completing work; foresees risks and allows for contingencies when planning; monitors and adjusts plans and actions as necessary, and uses time efficiently.

Client orientation: Establishes and maintains partnerships with external collaborators. Works successfully in a consensus-based environment. Resolves and manages conflict effectively. Considers all those to whom services are provided to be “clients ” and seeks to see things from clients’ point of view; establishes and maintains productive partnerships with clients by gaining their trust and respect; identifies clients’ needs and matches them to appropriate solutions; monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems; keeps clients informed of progress or setbacks in projects; meets timeline for delivery of products or services to client.

It should be noted that this consultancy is to be filled for an initial period of six (6) months with a possibility of renewal.

Please note that the monthly rate for Band B varies from $ 5,097 to $ 8,122.