Anda di halaman 1dari 10

ROLES AND RESPONSIBILITIES - OFFICE MANAGER

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/


MEASUREMENT SUPPORT
Job File Verify complete and Daily Verify that files Accurate, NAPA compliance Bulletins 3110
Management compliant job file contain all complete, and -F, 3145-D
documentation: required forms compliant job files Insurance Company
completed / Third-Party National
All required forms in correctly Administrator Accounts
job file and signed Guidelines Guidelines
Compliance
OPM Ch.10

Verify Job Daily Ensure COIs receive NAPA compliance OPM Chs.6,18
Communication documentation confirmation of
is relayed to customer’s Insurance Company
Centers of satisfaction / Third-Party
Influence (COI) Administrator
Accurate tracking Guidelines
Verify customer of customer Compliance
satisfaction was satisfaction and
traced beyond job performance
Certificate of
Satisfaction
(COS)

Manage Manage National Daily Ensure all NAPA Green light NAPA Status Bulletins
Compliance Accounts Program required file status Reporting System 3110-F, 3145-
Documentation Agreement (NAPA) uploads and job D
status file audits are Business Review
monitoring compliant and Visitation Report National
communicate Accounts
Annual NAPA Guidelines
other NAPA Compliance
compliance Review
issues to Owner

1
ROLES AND RESPONSIBILITIES - OFFICE MANAGER

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/


MEASUREMENT SUPPORT
Manage Manage Third-Party Daily Ensure job file No lost work due Available Third- Select
Compliance Program Status requirements of to status Party Program Account
Documentation Third-Party reports Requirements
(cont.) program(s) are for Third-Party
compliant and Business Review Systems
any issues are Visitation Report
communicated Third-Party
to Owner Annual Associate Program
Review (AAR) Guidelines

Manage Daily Ensure required Compliance with Business Review Franchise


maintenance of forms and all Franchise Visitation Report Disclosure
Franchise-specific documentation guidelines Document
compliance are on file, NAPA Status (FDD)
documentation current, and Reporting System
readily available Bulletins
Annual NAPA
for review Compliance Review Advertising
Resource
AAR Guide (ARG)

Update Business As needed Ensure Business Resume “Last Updated” field ServproNET
Resume (Minimum of information is which accurately on Business Business
AAß annually) current and reflects Franchise Resume Resume
accurately capabilities
reflects
Franchise
capabilities

2
ROLES AND RESPONSIBILITIES - OFFICE MANAGER

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/


MEASUREMENT SUPPORT
Manage Monitor customer On-going Ensure Increased Certificates of OPM Chs
Customer feedback and resolve customers are customer Satisfaction 6,7,10,18
Satisfaction customer concerns satisfied and satisfaction and
build brand referrals Complaint report
loyalty

Office Develop and execute Annually Plan Efficient and Plan documented OPM Chs. 1-3
Administration annual Office improvements effective office
Planning Administration plan and expand administration and Initiative Goal and
automation of support Key Measurement
office tasks report

Office Staff Ensure required Weekly Ensure required All supplies and Weekly Meeting OPM Ch.1
Management tasks are completed tasks are paperwork is Checklist
for weekly staff completed for prepared in
meetings weekly staff advance of weekly
meetings staff meeting

Recruit and hire As needed Perform Build and develop Turnover rate OPM Ch1
office staff administrative an effective office
and accounting staff Personnel Personnel
tasks evaluations Manual
Chs, 1-4, 10

Office Admin-
Computer
Skills
Evaluation

3
ROLES AND RESPONSIBILITIES - OFFICE MANAGER

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/


MEASUREMENT SUPPORT
Office Staff Train and monitor As needed Office staff Increased Phone call log OPM Chs. 6,7
Management staff on telephone communicates customer/COI
(cont.) skills and written professionally satisfaction with Complaint Report
communications communication

Train office staff on On-going Customer, Effective office Training Checklists Manuals
job file management program, and staff that is able to
and software COI service meet service level NAPA Compliance Training
levels are met agreements Videos

TrainER
e-Learnings

Bulletins

National
Accounts
Guidelines

OPM Ch.13

Train and monitor As needed Office staff is Reports are timely Recurring task list OPM Chs.13,
staff on capable of and accurate 14, 18
administrative and producing and
accounting reports distributing EMM Ch.5
accurate
reports

4
ROLES AND RESPONSIBILITIES - OFFICE MANAGER

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/


MEASUREMENT SUPPORT
Office Staff Oversee On-going Accounting and Office activities are Recurring task list OPM Chs.
Management administrative and admin tasks are coordinated and 16,24
(cont.) accounting activities performed support Franchise
according to the timely and operations
recurring task list accurately

Ensure all office staff Weekly Provide tracking Measurable Weekly Report OPM Ch.1
weekly reports turned of weekly tasks tracking of weekly
in on-time to evaluate and goals and performance and Office Staff Weekly OPM Chs.
weekly performance timely improved Report Review 1,18
performance performance Personnel
feedback Manual Chs.
5,7,8, 10

Perform Performance Semi-annually / Provide Improve Office Staff OPM Chs.


Reviews Annually performance performance Annual 1,18
feedback results Performance
Appraisals Personnel
Manual Chs.
5,7,8, 10

Maintain company Daily Ensure all Compliant meeting Outlook Calendar OPM Ch. 18
Calendar / Schedule meetings are attendance Review
calendared and
AAß travel plans
made

Audit phone log to Daily Ensure COIs Well-informed Phone Call Log OPM Ch. 6
see if all messages and customers COIs and
received follow-up receive timely customers
responses

5
ROLES AND RESPONSIBILITIES - OFFICE MANAGER

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/


MEASUREMENT SUPPORT
Office Staff Maintain log of all Daily Track phone More efficient Phone Call Log OPM Ch. 6
Management calls during month usage and communication
(cont.) communication
efficiency

Financial Manage Invoicing Daily Customers Timely invoicing of Completed Work OPM Ch. 15
Administration receive timely customers Orders marked
Management invoices for “Billed” EMM Ch.5
services

Oversee Accounts On-going Improve cash Accounts A/R Aging Report OPM Chs.
Receivable flow Receivable (A/R) 14,15
Collection are kept current Average Collection
Period calculation EMM Ch.5
FFA analysis

Manage Accounts On-going Improve cash Accounts A/R Aging Report OPM Chs.
Receivable flow Receivable are 14,15
AAß à AC kept current Average Collection
Period calculation EMM Ch.5
FFA analysis

Reconcile Invoice Monthly Ensure Royalties paid Royalty Report OPM Ch.
Log, Cash Receipts Royalties are timely and
records and Royalty calculated and accurately Invoice Log
Reports paid timely
Deposit Report

6
ROLES AND RESPONSIBILITIES - OFFICE MANAGER

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/


MEASUREMENT SUPPORT
Audit vendor invoices Weekly Invoices are Pay accurate A/P Report OPM Ch14
and approve for reviewed and amount for goods
payment paid on-time and services EMM Ch 5
AAß
Ensure invoices Maximize
are accurate discounts and
minimize late fees

Financial Manage Accounts On-going Review all Accounts Payable A/P Report OPM Ch. 14
Administration Payable (A/P) payables are kept current
Management AAß à AC EMM Ch.5
(cont.) Create checks All referral and
for approved subcontract fees
payables logged and paid

Manage, audit Daily Ensure Deposits match up Invoice Report OPM Chs.
deposit paperwork, accuracy of with accounts 14,16,18
and perform bank deposits receivable. Deposit Report
deposits EMM Ch.5

Manage Petty Cash Daily Maintain cash Proper Petty Cash Report OPM Chs.
AAß à AC on-hand for documentation 14,16,18
small and accounting for Deposit Report
necessities cash purchases EMM Ch.5

Manage payroll tasks Weekly Ensure Wages and Paychecks OPM Ch.17
Franchise has commissions are delivered on-time
accurate and paid accurately Personnel
timely and timely Check Error Log Manual Ch.7
documents

7
ROLES AND RESPONSIBILITIES - OFFICE MANAGER

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/


MEASUREMENT SUPPORT
Perform payroll On-going Manage payroll Payroll process Paychecks are OPM Ch.17
administration and process completed delivered on-time
reporting and submit smoothly Personnel
for approval Check Error Log Manual Ch.7
AAß à AC

Financial Develop and manage On-going Control Operate within Budget OPM Chs 1,2,
Administration office administration expenses approved budget documented 11
Management budget
(cont.) Budget vs. Actual
Report

HR Administer employee As needed Employee Benefits are Timely benefit Personnel


Administration benefits information benefits are administered administration Manual Ch.2
Management AAß communicated accurately
and Benefit Changes
documented Log
appropriately

Maintain employee As needed Comply with Complete All HR documents Personnel


documentation Federal and employee files are signed and filed Manual Chs.
àOM State Labor 1-5, 9-12
Laws, Safety, Employees sign Employee file
and Franchise appropriate payroll audits
policies and HR
documents Training Checklist

8
ROLES AND RESPONSIBILITIES - OFFICE MANAGER

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/


MEASUREMENT SUPPORT
Perform New As needed Review Human Complete All HR documents Personnel
Employee Resource (HR) employee files signed and filed Manual
Orientation basics, Safety, Chs. 1-5, 9-12
AAß and Franchise Employee file
policies audits

Technology Coordinate computer As needed Computers and Staff has All software SOA Web
and software software appropriate programs have Portal
upgrades and function with functional latest updates
installation appropriate hardware and SOA Software
AAß software software Updates

EC Toolkit

Technology Perform tests of Weekly Secure data for Useable and File backup audits OPM 3,14,18
(cont.) computer back-ups recovery of files complete backups
AAß for data loss
recovery

Coordinate Franchise As needed Ensure website An informative Website is OPM Ch. 18


website maintenance information is website which functional, current,
AAß current and aids helps drive new and content error- SOA Web
marketing effort business and free Portal
inform COIs

Inventory Manage records for As needed Track and Accurate fixed Franchise Fixed OPM Ch.11
all Franchise fixed manage fixed asset identification Asset Report
assets asset inventory and inventory Equipment
AAß records Inventory List
for Renewals

9
ROLES AND RESPONSIBILITIES - OFFICE MANAGER

ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY RESOURCE/


MEASUREMENT SUPPORT
Conduct inventory of Annually Ensure physical All assets properly Franchise Fixed OPM Ch. 11
Franchise fixed assets agree accounted for Asset Report
assets and reconcile with accounting Equipment
to fixed asset records records Inventory List
AAß for Renewals

Maintain proper on- Monthly Ensure No lost time due to Inventory Reports OPM Chs. 2,
hand inventory of professional inadequate 11
professional cleaning cleaning products or
products, operating products, supplies
supplies, and office operating
supplies supplies, and
AAß office supplies
are on-hand

Marketing Perform Public Bi-weekly Support Positive PR Checklist EMM Chs. 1,3
Support Relations activities Franchise goals community
AAß through perception of
community Franchise
involvement

Provide C.E. seminar Bi-weekly Ensure supplies Mutually-beneficial CE Support EMM Ch. 1
support and other relationships with Checklist
AAß needed items COIs CE Chs.
are prepared 3,7,9,10

10