International Civil Aviation Organization (ICAO)

Head (Business Coordination and Support Unit)

International Civil Aviation Organization (ICAO)

Job Description

Within the Bureau of Administration and Services (ADB), Languages and Publications (LP) provides interpretation, translation, and editorial services in the six ICAO working languages (Arabic, Chinese, English, French, Russian, and Spanish). Based on the principle of simultaneous distribution, it ensures the issuance of documentation to Council, its deliberative bodies, the Air Navigation Commission, and other ICAO meetings held within and away from Headquarters.

The Business Coordination and Support Unit is responsible for managing the timely production and distribution of all types of ICAO documents, including working papers for meetings, correspondence with member States and publications. It coordinates requirements for translation, interpretation, editing, text processing/proofreading, as well as terminology and referencing, taking into account capacity and resource constraints and producing/maintaining detailed and reliable statistics on all activities. In coordination with the LP front office, it also oversees key services such as outsourcing management and the corresponding integrity and quality assurance processes, ensuring compliance with the relevant rules and administrative instructions on translation, interpretation and document production. The Unit develops policies for the efficient and timely delivery of language and publication services, providing advice and guidance to originating offices on their service requests and related matters. It provides direct support to the Deputy Director, ADB/Languages and Publications in the form of policy, statistics, reports and recommendations for improved plans and operations.

The incumbent reports to the Deputy Director, ADB/Languages and Publications (DD ADB/LP) and implements the Deputy Director’s decisions and instructions regarding the provision of efficient, effective and timely language and publication services to the Organization and its stakeholders. The incumbent is expected to work independently, consulting and collaborating with LP sections/units, originating bureaus and external collaborators. General guidance is provided by DD ADB/LP, who assigns projects, decides on overall priorities, and advises on complex matters. The supervisory duties of this post include technical supervision, coaching and training of professional and general service staff in the Unit, as well as performance evaluation, delegation and distribution of tasks, and decisions on Unit priorities.


Function 1 (incl. Expected results) Leads, supervises and manages the work and staff of the Business Coordination and Support Unit, achieving results such as: • Supervise and provide direction to BCS staff, motivating them and fostering good performance and teamwork, and evaluate staff performance.

• Organize and manage assigned resources to provide timely and effective service delivery, identifying and addressing gaps.

• Develop an operational plan for the Unit and supervise, monitor, and report on its implementation.

• Coordinate the development of policies/administrative instructions for the efficient and timely delivery of Language Services.

• Define work strategies for the Unit to ensure comprehensive provision of core and support services.

• Establish, monitor, and report on work and annual performance plans for staff, ensuring appropriate distribution of tasks and adjusting priorities as required to meet operational needs.

• Design and implement coaching and training strategies to enhance staff capabilities, productivity and performance.

• Supervise the activities of the Document Planning and Management Group to ensure efficient and timely production of documentation through effective workload Analysis and capacity assessment.

• Supervise the activities of the Referencing, Terminology and Outsourcing Group to ensure the provision of efficient and timely terminology and referencing services for translation, interpretation and editing, for internal and external collaborators, and stakeholders in other areas in and outside of the Organization, as well as coordination of the outsourcing activities for translation, editorial and text processing/proofreading work.

• Oversee the activities of the Text Processing/Proofreading Centre to ensure efficient and timely production of translations.

• Participate in meetings and working groups inside and outside ICAO in order to support language services.

• Serve as Secretary to the Publications Priority Board and its Sub-group on Coordination of Documentation, recording and implementing the Board’s decisions. Prepare and update documentation for use by the Sub-group.

Function 2 (incl. Expected results) Leads and coordinates workflow processes for language services, achieving results such as: • Supervise the management of the slotting schedule, ensuring the preparation of reliable workload forecasts for the delivery of documentation and publications.

• Supervise the operation of the Electronic Documents and Enquiry Network (EDEN) and/or any other ICAO-wide workflow management tool for documentation and language services.

• Identify and assess the resource needs for the full range of language service processes, based on the relevant rules and in line with the priorities defined by originating offices.

• Contribute to the design and implementation of policies, procedures and guidelines on the drafting of ICAO documents and publications to ensure the production and distribution of high-quality outputs in a timely and cost-effective manner.

• Ensure/Facilitate the organization of regular planning and coordination meetings with originating bureaus and offices, advising them on existing ICAO rules and instructions governing documentation and language services management.

• Coordinate the implementation of procedures and guidelines to increase efficiency in the provision of support services for translation, interpretation and editing.

• Coordinate the implementation of procedures and guidelines on the provision of text processing/proofreading services.

• Keep abreast of best practices and developments in document processing and language services delivery in international organizations, national governments and the private sector, and propose adjustments or changes to current ICAO practices.

Function 3 (incl. Expected results) Supports and monitors the efficient and effective use of budgeted resources for language services, achieving results such as: • Produce statistical data and analytical information on LP activities to support the Deputy Director, ADB/LP in the preparation of the budget, the operational plan and the policies on language and publication services.

• Monitor and analyse key performance indicators, and recommend actions on perceived issues/opportunities through risk assessment and Change Management functions.

• Assess the degree of compliance with standards, and recommend actions to address deficiencies and improve performance.

• Periodically assess LP operations in order to recommend improvements in the provision of timely and quality services.

• Ensure timely completion of Languages and Publications projects included in the annual operational plan.

• Prepare proposals on staffing and resource requirements for the delivery of language services in consultation with the relevant section/unit supervisors.

• Advise on cost recovery activities for language services provided outside the regular program or to third parties.

• Monitor and evaluate deliverables for external contractors to ensure compliance with their terms of reference.

Function 4 (incl. Expected results) Provides guidance, advice and technical expertise related to information technology (IT) frameworks for the management of language services, achieving results such as: • Lead and manage projects for the identification and testing of new technologies and innovations in the field of language services.

• As a senior user, provide substantive input to the design and operation of the Language Services Management System (LSMS).

• Develop and implement short- and long-term plans for software/system requirements for language services and reassess the plans periodically.

• Liaise with the Enterprise Technology Services Section to address Languages and Publications’ hardware, software and other IT requirements.

• Build an appropriate operational framework to support capacity planning and workload sharing in order to achieve integrated workload management within LP.

Function 5 (incl. Expected results) In coordination with other key stakeholders within and outside LP, creates a platform for an effective analysis of statistical data with a view to enhancing the delivery of language services by leveraging best practices and lessons learned, achieving results such as: • Ensure timely and accurate preparation of statistical data and periodic reports on LP’s work.

• Make proposals for the improvement of language services based on historical data.

• Using statistical and other data, prepare reports, briefings, presentations, and working papers on language and publication services, including the Report on Publications, the Annual Report, etc.

• Prepare information reports on key performance indicators and other metrics to help DD ADB/LP and senior management review the performance of all parties involved in the documentation process (originators, processors and end-users).

• Assess productivity of internal language services staff based on established standards.

• Prepare reports on performance indicators and provide inputs for results-based budgeting.

• Based on statistical data and planned documentation requirements, design tools to support operational decisions for timely delivery of documents.

Function 6 (incl. Expected results) Performs other related duties, as assigned.


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; remains calm in stressful situations.Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work.

Client Orientation: 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.

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. Takes personal responsibility for his/her own shortcomings and those of the work unit, where applicable.

Planning and organizing: 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. Uses time efficiently.

Managing performance: Delegates the appropriate responsibility, accountability and decision-making authority. Makes sure that roles, responsibilities and reporting lines are clear to each staff member. Accurately judges the amount of time and resources needed to accomplish a task and matches task to skills. Monitors progress against milestones and deadlines. Regularly discusses performance and provides feedback and coaching to staff. Encourages risk-taking and supports creativity and initiative. Actively supports the development and career aspirations of staff. Appraises performance fairly.


Essential A first level university degree (Bachelor’s degree or academic equivalent), preferably in languages, statistics, information management, business or public administration, or a related area.

Desirable: • An advanced level university degree (Master’s degree or academic equivalent), preferably in languages, statistics, information management, business or public administration, or a related area.

• Certification in project management (Prince 2 or similar).

Work Experience

Essential • Considerable experience (ten years or more) in language services planning and management activities in a multilingual international organization or a major public or private sector institution.

• Demonstrated practical experience with workflow management tools (such as EDEN, gDoc).

• Demonstrated practical experience with CAT tools (such as Multitrans, Trados, eLuna) • Experience in drafting and/or reviewing documents on programme activities and procedures.

• Experience in the provision of language services to international meetings.

Desirable • Experience with UN System or other international organizations.

• Experience in collecting and analysing data/information, and conducting research related to the provision of language services.

• Experience in project management and in the use of project management tools, methods, processes and techniques.


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).


Evaluation of qualified candidates may include an assessment exercise which may be followed by a competency-based interview.

Special Notice

The ICAO Assembly recently reaffirmed its commitment to enhancing gender equality and the advancement of women by supporting UN Sustainable Development Goal 5 “Achieve gender equality and empower all women and girls.” Female candidates are strongly encouraged to apply for ICAO positions, especially in the Professional and higher level categories.

It should be noted that this post is to be filled on a fixed-term basis for an initial period of three years (first year is probationary for an external candidate).

ICAO staff members are international Civil Servants subject to the authority of the Secretary General and may be assigned to any activities or offices of the Organization within the duty station.

ICAO staff members are expected to conduct themselves in a manner befitting their status as international civil servants. The Standards of Conduct for the International Civil Service adopted by ICAO, which are applicable to all staff members, are defined in the ICAO Service Code (Staff Regulations).

ICAO offers an attractive benefit package to its employees in accordance with the policies of the International Civil Service Commission (ICSC).

The statutory retirement age for staff entering or re-entering service after 1 January 2014 is 65. For external applicants, only those who are expected to complete a term of appointment will normally be considered.

Remuneration: Level P-4 Rate Net Base Salary per annum + Post Adjustment (net) per annum(*) USD $74,913 USD $34,310 (*) Post Adjustment is subject to change.

United Nations Considerations

In accordance with ICAO Staff Regulations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Due regard shall be paid to the importance of recruiting staff on as wide a geographical basis as possible and ensuring equal gender representation. Subject to the foregoing, selection of staff members shall be made without distinction as to race, sex or religion, nor shall there be any discrimination on account of any disability of a candidate who meets the qualifications required to perform the tasks. Unless otherwise permitted under the ICAO Staff Regulations, appointment and promotion of staff members shall be made on a competitive basis.

Candidates will not be considered for employment with ICAO if they have committed violations of International Human Rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts.

Candidates who have committed crimes other than minor traffic offences may not be considered for employment.

Applicants are urged to follow carefully all instructions available in the online recruitment platform, Inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side of the Inspira account-holder homepage.

The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in Inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application.

Job openings advertised in Inspira will be removed at 11:59 p.m. (New York time) on the deadline date.

No Fee

ICAO does NOT charge any fees or request money from candidates at any stage of the recruitment process, nor does it concern itself with bank account details of applicants. Requests of this nature allegedly made on behalf of ICAO are fraudulent and should be disregarded.

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