Get It in Writing – Why Positional Contracts Matter

Introduction:
You’ve built a solid organisational chart—well done! Now your team knows who reports to whom, and the structure is in place. But here’s the question: does everyone truly understand what’s expected of them?

That’s where positional contracts come in.

A positional contract is not a legal document—it’s a practical tool that outlines the responsibilities, expectations, and KPIs for each role in your business. And if you want accountability, clarity, and performance? You need this in place.

Why Positional Contracts Are a Game-Changer

Clarity Over Confusion
People work best when they know what’s expected. Positional contracts eliminate ambiguity and prevent that classic “I didn’t know that was my job” moment.

Accountability Boost
When responsibilities are agreed in writing, it’s easier to hold people (and yourself) accountable. You’re not micromanaging—you’re managing by agreement.

Consistency Across the Business
Positional contracts ensure that every role is aligned with your business goals, values, and systems—no matter who’s doing the job.

Foundation for Performance Reviews
Having clear expectations and KPIs for every position makes reviews and performance conversations smoother and more objective.

What to Include in a Positional Contract

Position Title and Reporting Line
Be specific—include who the role reports to and who they are accountable for (if anyone).

Core Responsibilities
What are the day-to-day duties of the role? List them clearly.

Key Results or KPIs
Define what success looks like in this role. This could include targets, deadlines, or quality benchmarks.

Cultural Expectations
Link to your company’s core values—how should the person in this role behave and show up?

Agreement and Ownership
The team member should sign off on the contract—not for legal reasons, but to show commitment and understanding.

Real-World Example

Let’s say you have a Customer Service Manager. A clear positional contract might include:

  • Respond to all customer enquiries within 24 hours

  • Maintain a 95%+ satisfaction rating

  • Train and manage two customer support staff

  • Uphold brand voice and tone in all customer communications

  • Attend weekly operations meetings with updates on customer feedback

Now compare that to simply having “customer service” on their job title and hoping for the best…

Taking Action:

This week, take one key role in your business—maybe your own—and write a simple positional contract. Then roll this process out across the rest of your team. Don’t aim for perfection—just clarity and commitment.

Next week, we’ll dive into KPIs—how to measure what matters and keep your business performance on track.

Question for readers:
Have you ever had a team member say, “I didn’t know that was part of my role”? How did you handle it?