FOLLOW UP MANAGER

Postion Description
Global
FOLLOW UP MANAGER
POSITION DESCRIPTION

Position Title: Name:

Follow Up Manager

Reports to: Location:

POSITION DESCRIPTION

Start Date: Employment Terms:

Primary Purpose of Position:

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The key purpose of the Follow Up Manager is to ensure that every assigned task within
the business is systematically recorded and followed through to completion, within the
timeframe set. The Follow Up Manager should follow EVERY task in a business, with
particular emphasis on client contacts, making sure that nothing gets overlooked in
any area. This responsibility does not involve actually doing the work but focuses on
following up those who are.

KEY RESPONSIBILITIES & DUTIES:

Position Overview

1. The Follow Up Manager is responsible to keep track of the progress of every task
within the business, being in direct contact with staff regularly and consistently.

2. It is the Follow Up Manager’s duty to oversee the preparation of reports, summarising

and highlighting issues as they arise.

3. The Follow Up Manager does not delegate tasks.

4. It is not the Follow Up Manager’s responsibility to praise or condemn, they simply ask
if a task is completed or not, and for reasons in the case of uncompleted tasks.

5. The Follow Up Manager is the channel for communication to senior management, for
every department, providing an effective monitor in the progress of each main area
within the business.

6. It is important that a fair appraisal of any situation is given at all times. The critical
point is that failure and non-compliance must be drawn attention to urgently and
acted on, with a view to deadlines being achieved.

7. The Follow Up Manager is NOT responsible to chase up all staff on a daily basis. Their
responsibility is simply to chase on a regular basis to provide a weekly follow up and
failure report to management, which will show managers areas that aren’t being
attended to, enabling them to manage by exception.

Copyright © UBT NZ Limited 2014

FOLLOW UP MANAGER
POSITION DESCRIPTION

MA JOR RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

1. Organisational Duties – Meetings

POSITION
Main Activities: DESCRIPTION

1. Be the meeting facilitator at most internal meetings.

2. Develop a Meeting Schedule so that periodical meetings do not become a ‘good
intention’.
3. Draw up an agenda for all staff meetings. 3
4. Ensure that the agenda is circulated to all attendees at least 24 hours prior to the
meeting.
5. Make sure that minutes are taken at all meetings and that tasks are set.
6. Create an action plan as a result of each meeting, centralising all tasks on a task
list or register.

2. Organisational Duties – Follow Up and Reporting

Main Activities:

1. Provide a central ‘dump spot’ for all items to be followed up. Set up a dedicated
email address and follow each message through diligently.
2. Develop a weekly reporting checklist, giving feedback to senior management on
all major activities.
3. Oversee the preparation of a weekly Follow Up and Failure Report on all
areas, including customer service, staff time management, personal KPIs and
progression of tasks.
4. Summarise the weekly report on one page, with all associated reports and
supporting documents behind it.

3. Team Performance

Main Activities and Performance Standards:

• Measure as many areas as possible. Incoming calls, telemarketing and sales calls,
enquiries, quotations, sales orders and invoicing. Is potential being fulfilled?
• Keep in close connection with managers at all times, providing prompts as necessary.
(Sales Manager, Marketing Manager, Accounts Manager, Warehouse Manager etc.)
• Monitor the workload of all members of staff. Any overlooked tasks or jobs
unattended to must be dealt with urgently or shared around.
• Make sure that it is possible for the company to ‘Manage by Exception.’ Failure
must be followed through to ensure that there is not characteristic weakness
within the operation.
• Be vigilant in emphasis on adherence to company policies. Make quality checks.

Copyright © UBT NZ Limited 2014

FOLLOW UP MANAGER
POSITION DESCRIPTION

KEY PERFORMANCE INDICATORS

• Consistent distribution of meeting agendas and task lists

• Weekly Failure Report supplied to General Manager on time
POSITION DESCRIPTION
• Daily communication with key Managers

ESSENTIAL CRITERIA

Preferred knowledge:

• Knowledge of office administration

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• Knowledge of organisational responsibilities
• Ability to maintain a reliable set of reports, with a good degree of accuracy

Preferred skills:

• Be pointed but not personal

• Ability to stay out of everyone’s pockets
• Unswerving commitment to deadlines
• Provide necessary prompts to members of staff
• Insisting on the maintenance of reporting regularly
• Capacity to stay focussed on specific tasks
• Attention to detail
• Very effective organisational skills
• Effective written communication skills
• Computer skills including the spreadsheet and word-processing programs, and
email at a highly proficient level
• Stress management skills
• Time management skills
• Solid devotion to customer or employee service

Personal Attributes:

The incumbent must maintain a consistent appraisal of all areas of the business in
performing the duties of the Follow Up Manager. The incumbent must also demonstrate
the following personal attributes:

• To be honest and trustworthy

• Be respectful
• Possess cultural awareness and sensitivity
• Be flexible
• Demonstrate sound work ethics

Copyright © UBT NZ Limited 2014

FOLLOW UP MANAGER
POSITION DESCRIPTION

WORKING RELATIONSHIPS

• Internal: Senior Management and all staff

POSITION DESCRIPTION
AGREEMENT

I have read this Job Description and confirm that:

• I fully understand the content and agree that it forms the basis of my
employment at {Entity}
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• I understand that the company may change the Position Description from time to
time to suit the needs of the business

Signed

Employee: ___________________________________________________ Date: ______________________

Signed Department

Manager: ____________________________________________________ Date: ______________________

Copyright © UBT NZ Limited 2014

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Edition 1.0