Human Resources

Standard Operating Procedure

Poulomi Chatterjee
11/21/2014
Contents
Document Control ................................................................................................................................................... 3
What Is a Standard Operating Procedure?..................................................................................................... 3
The Objective / Purpose........................................................................................................................................3
Functions ..................................................................................................................................................................... 3
I. Planning .........................................................................................................................................................4
II. Recruitment Marketing / Promotions / Advertising .....................................................................4
III. The Interview ...........................................................................................................................................6
IV. The Selection ...........................................................................................................................................7
V. Human Resources Induction.................................................................................................................. 7
VI. The Joining Formalities........................................................................................................................7
VII. Resignation(s)..........................................................................................................................................8
VIII. Termination.............................................................................................................................................. 8
IX. Salaries.................................................................................................................................................... 10
X. Horizontal Transfers ............................................................................................................................... 10
XI. Vertical Promotions ........................................................................................................................... 10
XII. Grievances ............................................................................................................................................. 11
XIII. Policies .................................................................................................................................................... 11
XIV. Escalation Path........................................................................... Error! Bookmark not defined.
Document Control
Version Author Date
1.0 Poulomi Chatterjee 21/11/2014

What Is a Standard Operating Procedure?

A set of fixed instructions or steps for carrying out routine operations and to provide
detailed guidance for initiating and completing any HR action.

The Objective / Purpose

The objective and purpose of this document is to provide and maintain the protocol for the
on-boarding of all new hires and processing employees that have either taken a decision to
leave Choice Force on their own accord or a decision that has resulted in Choice Force
having to remove the employee from Choice Force. This document will ensure that all
departments follow these uniformed procedures in drafting, posting requisitions,
interviewing candidates, presenting offers and on-boarding of new hires. Examples of the
benefits and outcomes of this document are listed below and aren’t exclusive;

I. Effective utilization of Human Resources

II. Desirable working relationships among all members of the organization
III. Maximum individual development

Functions
Human Resources have a large array of tasks that need to be acquired on a daily, weekly and
monthly basis. HR always initiates and implements these functions keeping in mind the
deadlines whilst attending the existing employees. Due to this reason some of the outcomes
of each function aren’t not universal from employee to employee but the decision making
flow is uniformed to ensure that a fair decision and resolution is always the end result. The
core functions that are performed by Human Resources Department are below:

i) Planning
ii) Promotions & Marketing/Advertising
iii) Recruitment/staffing, selection and employee relations
iv) Employee development and employee maintenance
v) Managing change and facilitating training and development
vi) Salary determination
vii) Performance appraisal review and processing
viii) Personnel data entry and records maintenance
ix) Advisory services to management and employees - Grievances
 x) Exit formalities / Full and final settlements
xi) Policy enforcement, review and updation.
xii) Employee engagement – welfare and motivation

I. Planning
In the Human Resource planning function, the number and type of employees needed
to accomplish the organizational goals are determined by various operational
departments. Research is important because manpower planning requires the
collection and analysis of information in order to meet the operational need. The basic
strategy is staffing and employee development. It depends on the following factors:
a) The number of people required
b) The number of people leaving the job
c) The growth in sales of the business
d) Productivity level of the workers

II. Recruitment Marketing or Promotions or Advertising

a) Advert placements: Print media is one of the most reliable and common recruitment
methods placed in local newspapers and magazines. The key is to advertise in newspapers
that are likely to attract the kinds of candidates sought by the Company. For eg : The Times
Of India, The Telegraph, Times of India Ascent etc. The designs are prepared by the HR
department and sent across for printing keeping in mind the timelines for submission of the
same.

b) Internal Bulletins and personal Recommendations: Usage of internal bulletins to alert

existing staff to positions vacant is also very helpful. Their reasons are usually twofold: to
pose Referral Incentives from the Company. This can be a very effective way to isolate some
of the best job candidates. Both existing staff and those they refer already have a
relationship with someone connected to the company. This can easily save companies time
and money in their recruitment efforts.

c) E – Recruitment: Posting the positions with the job descriptions and the specifications on
the job portal and also searching for the suitable resumes posted on the site corresponding
to the opening in the organisation. Having a complete access to One job portal may require
a good one time investment but is fruitful because it facilitates the just in time hiring by the
organizations. This helps in automating the recruitment process, saves time and costs on
recruitment. Sometimes posting vacancies on certain free of cost job portals are also of
good help. For Eg : [Link], [Link], [Link], [Link], [Link] etc
d) Social and new media advertising: This can be a fruitful resource, since they connect
professionals on a worldwide basis. By using popular social networking websites, it is
possible to find, collaborate with and get introductions to many qualified professionals.

i) LinkedIn - Is a dedicated business networking site, and offers the easiest access to
resume-style information. Company page should be updated and current,
because it helps build your network by connecting with current and former co -
workers.

ii) Facebook – GET SOCIAL!! If multiple current employees send out job postings
with links to your recruiting website or your company's Facebook fan page, your
job openings reach a wide audience.

iii) Google+ - HRs can search for users very easily and it is becoming a contender to
LinkedIn – especially while recruiting for technology talent. On top of that,
recruiters also find the Hangouts feature very useful for group interviews.

iv) #Twitter – Twitter attracts professionals with progressive skill sets. Using Hashtags
allows your message to be instantly searchable. Hashtags offer an easy and quick
way to find engaged users with a particular interest or skill set. We could post day
to day recruitment updates on the Company Twitter page and offer a short
message which redirects users / applicants to the Company Profile.

e) Campus Drive: Through the Campus placement drives / job fairs, the employer can
screen and interact with vast pool of college student database and reach to quality /
reputed college campuses across India. As a result the company gains :
 Selection from vast student database you are able to select the right candidate
 Enhancement of Company Corporate Image
 Easy filtering process

f) Branding: Employment branding is a targeted, long-term strategy to manage the

awareness and perceptions of employees, potential employees with regards to The
Company. This can be tuned into drive recruitment, retention etc. It works by putting
forth an image surrounding management and business practices that makes the
company an attractive “good place to work”. For eg :
 Obtaining public recognition
 Get featured in the “Great place to work list”
 Employees proactively telling their “stories” of success in THE COMPANY.
 Getting talked about
III. The Interview

The candidate fills out an Interview Form and attaches the same with their CVs. The HR
receives all the applications and conducts the First Round followed by second and third
(situational). The HR maintains a record of the number of selects which is the “Interview
Selection Tracker” and the same becomes useful when we require to produce stats on
various areas like attrition and reasons of rejection etc

Round 1: The HR conducts the first round and analyses, where the candidate matches the
expected job profile. We just candidates upon their communication skills , body language,
thought flow, expressions, the fact that he/she is providing correct information pertaining
the kind of organizations that he/she has worked with, whether he/she matches the budget
or not etc.

Round 2: The candidates who pass “HR Round” are therefore forwarded to the Second
round / Technical Round. They typically involve more detailed questions about the
applicant’s qualifications, their ability to perform for The Company. This round is conducted
by the Line Manager. At the end of second round, we get to know that how much
knowledge the candidate possesses in regards to the respective process.

Round 3: This round is either conducted by the Operations Manager (India) or in certain
cases by the Line Manager (Melbourne). The Operations Manager is responsible for the final
round of interview. He monitors the work of different departments within The Company. He
judges the candidate based upon the below:
 Planning, organizing and priority setting
 Problem solving skills
 Team orientation
 Level of interest for the job

Round 4-The Salary Negotiation Tango: This round sends the candidate back to Human
Resources post the Operations Manager’s feedback. Salaries are offered and discussed based
upon the below factors:
 Last drawn salary. We generally provide a 10 – 15% hike upon the last drawn. The ratio
varies depending upon the candidate quality.
 Previous employment documents are validated. i.e Salary slips, Letter of appointment,
letter of release etc
IV. The Selection
Once the candidates are selected and the offer is made, they are asked to join Choice Force
for the Training. The HR co – ordinates with the Admin Department and enquires about the
availability of the various time slots of Board Rooms and Process Trainers. Post that the
candidate is informed by the HR via phone about the tentative date & time of Training.

V. Human Resources Induction

Is the first step towards gaining an employee’s commitment. We aim at introducing

the job and organization to the new recruit and him/her to Choiceforce Infotech. We make
the new joiner feel comfortable and take him/her through the vision, mission, and introduce
them to the key people in the organization. A few sub pointers are given below –
a) Introduction to Company
b) History of the Company
c) Organization Chart
d) Department and Respective Heads
e) Products of the Company
f) Big Customers
g) Employee Strength
h) Quality of work Environment
i) Employee Benefits
j) Policies – Attendance, Leave, Transport, Overtime, Zero Tolerance Policy,
Termination Policy, Retirement, Transfer, Confidentiality, Joining Policies.
Appraisals, IJPs , Dress Code Policy etc

These pointers are discussed followed by respective induction rounds taken by The
Operations Manager, The Admin Manager and The IT Head.

VI. Training and Development

The Training is usually a 4 week long program but the duration may increase
depending upon situational or operational requirement. Usually the first 2 weeks we keep
the trainees on a stipend of 1500 /- per week and from the 3rd Week we get employees
under the payroll of the Company adhering to proper Joining Policies.

VII. The Joining Policy

A) Documentation:
It is a mandate for all the new joiners to submit the following documents at the Time of
Joining:
  Filled up Application Blanks (which consists of the candidate’s contact details)
 Filled up Provident Fund Nomination Declaration Forms
 4 Passport Sized Photographs
 3 Copies of Address Proof
 All work experience documents ( Offer letter, Release letter, Resignation acceptance
letter, Pay slips)

Only after accurate document collection and verification of the same, HR Team issues A
UNIQUE EMPLOYEE IDENTIFICATION NUMBER i.e the Employee Code to all new joiners
and feeds in the contact details of the respective candidates’ in the Employee Database.
These employee codes are emailed across to the respective line managers There after all the
documents are submitted to the Admin Department and then they initiate the candidate’s
Bank Account formalities.

B) Letter of Appointment & JD:

After all the documents are validated, a letter of appointment is handed over to the
employee along with a descriptive “Job Detail”.

VIII. Resignation(s)

The resignations are accepted in the form of emails. An acceptance is provided by the
respective line manager on day of submission and a release letter is provided along with the
full and final settlement on the last date of working of the employee followed by an exit
interview round. Once the candidate serves a 4 week or 2 week notice depending upon the
tenure, the release letter is handed over and a copy of the same is retained by the HR. In
case of spot resignations, the candidate is required to deposit a cheque which amounts to
50% of their basic salary to HR Department, after the clearance of which the Release Letter is
handed over.

IX. Termination

Our termination clause is of two types – Standard and Immediate.

Standard Termination:
Non Performance:
i) If an employee is unable to meet his / her Key Performance Indicators
(KPI) , he / she will be asked to undergo a Mentorial Program (MP) for 14
days during which his / her performance will be rated .If the employee
qualifies in the MP , he / she will be allocated to his / her respective team.
Failing to qualify in the will put the employee into a Retraining Program
(RP) for another 14 days. After completion of the RP, the decision of
termination will be taken on the basis of his / her ratings in MP and RP.
ii) Employee will be paid till last working date.
 iii) Termination letter will be handed over to him/her and a duplicate copy of
the same is retained by the HR.
Uninformed Absenteeism:
i) If an employee is absent for 7 continuous days without any information,
an official email would be sent to the employee’s email id asking him / her
to report to office by the 10th calendar day. If the employee fails to report
to office by the end of 10 calendar days since the start of absenteeism, a
letter will be posted to his permanent address stating that if he/she fails to
report to office by the date mentioned in the letter, his services shall be
terminated. Employee will be terminated on the 15th calendar day of
consecutive absenteeism.
ii) Employee will be paid till last working date.
iii) Termination Letter is posted to his/her permanent address. The
acknowledgement receipts are retained by HR.
Unprofessional Attitude / Misconduct:
i) If it is observed by the Department Manager that the employee lacks
professionalism or work ethics, he/she will be asked to undergo a Mentorial
Program (MP) for 14 days. After the completion of MP, he/she will be under
the observation for another 14 days post which the decision of the
Termination will be taken.
ii) Employee will be paid till last working date.
iii) Termination letter is posted to his/her permanent address and the
acknowledgement receipt is retained by HR Department.

Immediate Termination:
1. One’s services with the Company are liable to be terminated without any notice in
the event of:
I. Any incorrect information furnished
II. Suppression of any material information
III. Any misconduct or fraud committed
IV. For causing any wrongful loss to the Choice Force.

2. Absence for a continuous period of 15 days without prior approval of your superior,
(including overstay on leave / training) would result in your losing your lien on the
service and the same shall automatically come to an end without any notice or
intimation.
Henceforth we issue them a Termination Letter and retain the duplicate copy back.
iv) Salaries

When it comes to Salary Reports, the below mentioned are taken care of by the HR Team:
- Employee Database
- Employee Referral Report
- Training Stipend Report
- Warning Letter Report

a) Employee Database: It comprises of all the necessary details of a candidate. All the
details in the same needs to be inserted and maintained and updated on a daily
basis. This report needs to reach the Audit & Accounts Team on a bi – monthly basis.

b) Employee Referral Report: This report needs to be maintained on a monthly basis and
has to be sent to Accounts/Audit Team on the 30th or 31st of every month.

c) Training Stipend Report: This report needs to be maintained as and when Trainings
occur and has to reach Accounts/Audit Team By 30th or 31st of every month.

d) Warning Letter Report : This report needs to be maintained as and when Warning
Letters are issued to employees and the data is collated and sent across to Accounts
Team by the 30th or 31st of the month.

v) Horizontal Transfers

The HR Team gets requests via emails pertaining to Horizontal Transfers which is a transfer
of an employee from one department to another. Post that certain changes have to be done
in the Employee Database in the candidate’s details and a letter has to be issued to them
stating that “This is just a inter department transfer and that, it does not affect his/her
employment status or any benefits from The Company.

vi) Vertical Promotions

Promotion is a vertical movement of an employee within the organization. In other words

promotion refers to the upward movement of an employee from one job to another higher
one with increase in salary, status and responsibilities. The eligibility criteria for the applicants
are:
i) He/she should be a confirmed employee
ii) He/she should not be in a mentorial program
iii) He/she should not have signed a final warning letter
 The vertical Promotion policy consists of the below:

 The candidates appear for an “IJP” interview conducted by the HR, Operations
Manager and the Process Manager.
 The candidates are rated by each of the panellists mentioned above.
 The selected candidate is issued a “Promotion Letter” with a probation period of 3
months.

vii) Grievances

A grievance is a dissatisfaction, which may or may not arise on a day to day basis and needs
to be handled within a certain TAT (Turn around Time). The common grievances received
are:
- Related to salary
- Related to work atmosphere

Grievance Solutions (Salaries): We have a “Pay Query Form” in place which is filled up by the
employee and the details mentioned in the form are validated by the Operations Manager ,
Admin Manager and the HR Manager. Thereafter the form is submitted to the Accounts
Team and they have a TAT (Turn around Time) of 7 business days.

Grievance solution (work atmosphere): If an employee has a concern or problem that they
haven’t been able to resolve informally, they may make a formal grievance complaint to HR.
HR focuses on the below pointers while addressing the grievance:
 Be a good listener
 Ask questions
 Do not argue
 Make sure we understand
 Treat employees with respect
 Let the employee know , when to expect a response from us
 Make a decision after consulting Business Head & Operations Head
 Explain the decision
 Thank the employee

viii) Policies
The HR maintains, enforces, reviews, and updates the policies. Also we communicate to all
the employees in case of any changes made in the policies.