Many small and medium-sized organizations do not have a human resources person or department. This very important function can be just one more very important function that one of the organization’s senior people does along with their other important functions. The key function, regardless, is taking the time to use clarity and purpose when creating a job description and then to use that as a blueprint for creating a job listing, sorting through the applications, conducting interviews, hiring, training, and evaluating.
Why is having a job description for an associate important?
- It is a framework for getting tasks completed that are important to the organization.
- It is the basis for creating the job advertisement.
- It provides the basis for training a new associate.
- It provides a basis for measuring and evaluating performance for both the company and for the associate.
- It helps the associate develop a sense of how they fit into the organization, who they report to, and what is expected of them.
- It helps to alleviate anxiety by providing a sense of clarity and purpose to a new associate.
Things that are common to all good job descriptions:
- They clearly layout out what the organization requires to be completed.
- A good job description will be re-used, allowed to evolve as the operating environment evolves and changes.
- They are the basis for recruiting: the job posting, the interviewing, the selection, and the training.
- They are a living document, not static, they evolve as the person hired and the organization grow and as the operating environment changes as well.
- They are the basis for regular performance conversations as a two-way interactive discussion on how the associate and the organization improves.
- They are realistic.
JOB TITLE: A title is less important than what the duties and responsibilities are for the position. Choose titles carefully, something that ties to the function, that conveys the duty and responsibility.
LINES OF AUTHORITY: This is a key point, ideally there should be only ONE DIRECT PERSON that your new associate reports to regardless of the size of the company. In senior positions, there may be the need to perhaps have multiple reports, be aware if someone reports to a committee or board, they will be pulled in multiple directions. This environment can easily lead to frustration and loss of productivity.
WHAT ARE THE TASKS AND RESPONSIBILITIES: What do you want them to do, be specific and ensure that the proper training is prepared and useful? It is also important to ensure they have the latitude to do their job?
For example, here is a segment of the tasks and responsibilities for an Assistant Store Manager.
ROLES AND TASKS OF THE ASSISTANT STORE MANAGER
- Answering day-to-day questions for sales associates, service associates, office associates, and warehouse associates; that arise as a daily part of them doing their jobs.
- To support of the other Managers to fulfill their mandates of speaking with one voice as it relates to our core values of Customer Service, Productivity, Profitability, Cost Management, and Human Relations.
- It is also vitally important that the ASM communicate with the other Managers before, during, and after their shifts.
- To attend and participate in our daily Sales Meetings, our weekly Update Meeting (for key associates), our Marketing, Service, and Warehouse meetings.
- To assist in training and in preparation of regular associate performance conversations.
WHAT ARE THE IMPORTANT SKILLS AND ATTITUDE DOES THE JOB REQUIRE?
Continuing to use the example of the Assistant Store Manager, these are some of the key skills and attitudes that are required for this position.
- Calm and poised in moments of chaotic activity, retail is an industry of extremes, sometimes an hour can happen with no activity and then in 10 minutes a wave of activity and anxiety can happen and your ability to keep everyone on task will be key.
- A problem solver who can make decisions rapidly following a “ready, aim, shoot” philosophy who asks: “What are the facts, what are the alternatives, and then makes the best decision they can,” in the time that they have available, whether 30 seconds or 3 days.
- A “How can we make this work” thinker as opposed to a person who is unbending and inflexible.
- A willingness to learn and constantly improve your knowledge of the organization as you will be expected to know and understand:
- Pricing for all product lines
- Know where to look or who to call for product availability
- Understand our computer system and those on-line resources of our major suppliers
- A thorough understanding of our systems and processes for: delivery, customer service, merchandising, on-boarding and training, health and safety.
- To understand that leadership doesn’t always mean supervision, many times leadership is the work ethic and the example that you set in all of the duties that are part of this position, particularly when no one is watching you.
- Experience and dedication to supervising and managing people with dignity, respect, and in keeping with the goals and vision of the organization.
COMPENSATION/PERFORMANCE MEASUREMENT: What is the base salary, if it is salary, how many hours per day, days per week, and are weekends and evenings part of what is expected?
Define the organizations policy on overtime.
Define what the organizations annual cost of living increase is and what it is based on.
What is the bonus structure? Are the terms clear, achievable and who measures them?
TRAINING: The training plan does not have to be part of the job description; however, the training plan should be prepared prior to posting the position. Having a clearly laid out plan will help during the hiring and interview process. The training plan should allow for customization and it should be a living document that changes that evolves as the position and the organization changes and evolves.
PROBATION: What is your organizations policy. When should the associate expect to receive their reviews? Typically, most businesses use a 90-day probation period with performance conversations after 30, 60, and 90 days. It is worthwhile to speak to the new hire as their first day is ending and for each of the first few days, look for any sign of frustration and confusion as a warning sign that they are having issues and/or the training plan may not be effective.
Post the job description as an attachment to the job advertisement:
This is a key point. Anyone who is considering applying for your position should understand the role and what is expected. In a multiple interview process as part of the final steps, review the job description with each finalist. Applicants may interpret what is expected differently and this step will ensure clarity and purpose.
Having clarity and purpose in a good job description will not solve every problem in the hiring process. Having a clear and concise job description will make it easier for your applicants to understand what your organization is looking for. At the same time, it will allow those associates entrusted with hiring to have a clearer understanding of who will be the best applicant.
Good luck,