confirmation appraisal 2016-17

© Firstsource Solutions Limited l Confidential |April 12, 2021 1

CONFIRMATION AND APPRAISAL

Master List Ref:

HR-LC-002

Release Date:

December, 2018

Review Date:

April, 2021

Version: 6.1 Process Owner:

Human Resources

Approved by Human Resources

This document is the sole property of Firstsource Solutions limited. Any use or duplication of this document without express permission of Firstsource Solutions limited is strictly forbidden and illegal.

INDEX OBJECTIVE 2

ELIGIBILITY 2

SALIENT POINTS 2

POLICY FOR CSAs 3

MONTHLY APPRAISAL 6

ANNUAL APPRAISAL 7

PROMOTION 8

POLICY FOR NON-CSAs 8

PERFORMANCE MEASURES 9

PERFORMANCE APPRAISAL PROCESS 10

FAQ 11


Objective The purpose of this policy is to clearly communicate the procedures governing the confirmation and appraisal of all employees in FSL across all bands.

Eligibility The eligibility of this policy can be explained better when divided into:

• CSA confirmation & appraisal • Non-CSA confirmation & appraisal

This distinction is done to explain the differences in the policy for each of the above categories

Salient Points: This process covers the following appraisals:

• Pre-confirmation appraisal • Monthly appraisal • Annual appraisal

Since this policy essentially works towards tracking an individual’s performance, based on which rewards, promotions and increments are decided, the following factors are to be kept in mind:

Fairness: The appraisal process must be based on a joint discussion between the appraiser and appraisee where each area of assessment must be discussed in detail. The scores must be mutually agreed upon by both the parties.

Transparency: Every associate must be aware of how and why each performance parameter is evolved. In this regard, a performance management workshop would be conducted by HR before the first appraisal discussion. Further, this must be reinforced by the Process Leader/ immediate supervisor at every appraisal discussion.


Kinds of Appraisals at Firstsource The Annual Appraisal system is conducted for following categories of employees

• Monthly Appraisal o Associates o Team Executives and Team Leaders

• Annual Appraisal o Associates o Team Executives and Team Leaders o Executives and above

• 360 Degree Feedback survey • Confirmation Appraisal

Policy for CSAs Pre-confirmation appraisal: All covered under this Policy are prohibited from engaging in possession, consumption, manufacture, distribution, dispensation, sale, purchase of narcotic drugs, psychotropic substances or alcohol in the workplace, including in Firstsource premises, in Firstsource/ vendor vehicles, during the course of employment, or while working for Firstsource at the premises owned/leased or controlled by Firstsource, whether in India or abroad, while on active duty or otherwise.

Definition This appraisal is conducted when an employee completes 6 months of service with the

organization. The purpose is to evaluate the employee’s performance during the probation period and accordingly decide upon his / her confirmation or service continuation with the organization.

Scope / Coverage

All Employees Policy / Scheme

• The pre-confirmation appraisal is carried out by the Process Leader/ Operations Manager once the employee completes 6 months of service in the organization.

• Confirmation of an individual is based on his/her performance both during training as well

as on the job after going live. o In the case of Process leaders, confirmation depends on their monthly appraisal.

• The appraisal / assessment is discussed with the employee / appraisee. • If an individual’s performance is much below the expected level, then, at the discretion of


the concerned process leader, he / she may be put on an extended probation. • Such an extension can be provided for a maximum of 3 months post which another

appraisal for confirmation is conducted. • Unsatisfactory performance is communicated to the employee by the appraiser during the

pre-confirmation appraisal and areas of improvement are clearly communicated. • The results of this appraisal are duly recorded in the prescribed format, as per the policy.

(Annexure I)

Confirmation advice: If the performance is satisfactory, the appraiser recommends the appraisee for absorption by submitting the pre-confirmation appraisal form to HR. HR then prepares the confirmation advice/letter for the employee.

Performance below expectation: • As a rule, extension of probation is not granted. • In such cases the immediate supervisor carefully evaluates the areas where the employee

is found lacking. • Thereafter, the Operation Manager along with the concerned HR personnel meets the

employee and a joint decision on his/her separation or otherwise, is taken. • In case of a separation decision,HR prepares a note of termination of services for the

appraisee. • However, as an exception, in cases where the Process Leader/Operation Manager is of an

opinion that the areas wherein the appraisee requires improvement are such that further training can improve performance, an extension of probation might be granted.

• Cases like serious sickness etc during the probation period, due to which the appraisee’s performance may have been affected, can also be considered for such an extension.

• HR, in this case if requested by the supervisor prepares the extension letter for the appraisee based on the inputs given by the Process Leader/Operation Manager in consultation with the Center HR Manager. As a process no probation extension letters are issued.

• It is then the responsibility of the Process Leader/Operation Manager to send all the relevant details to HR.

Follow up after confirmation: • Once an employee has been confirmed after his first 6 months with the organization, he/she

goes through another performance review after completion of 12 months with the organization.

• In the appraisal which is conducted on completion of 12 months with FSL, If the performance is rated as ‘FEE / SE/ CME/ PME’, a CSA will be re-designated as Sr. CSA.

• This process is similar to the pre-confirmation appraisal wherein the employee’s performance over the past year is reviewed and rated.


• In case of below expected level he / she is put on a PIP (Performance Improvement Plan) for a month in which the performance would be under vigilance.

• If the employee fails to perform at expected levels during this period, his services with the organization are terminated.

• On the other hand, however, when performance is satisfactory, a CSA is introduced to the regular anniversary/annual hike cycles.

• Annual Hike effective April: o Annual hike is administered to associates who have joined before 1st January 2012.

Eg: If a CSA joins on 2nd November 2011 he is eligible for Annual Hike in April every year

• Anniversary Hike: o Anniversary hike is administered to employees who have joined on or after 1st

January 2012. Eg: If a CSA has • Joining dates from 1st to 15th (of any month), he will receive hike effective 1st of the

same month. Associate completing anniversary on 8th May 2015 will receive hike effective 1st May (every year) on 1st July.

• Joining dates from 16th to 31st (of any month), he will receive hike effective 1st of next month. Associate completing anniversary on 18th May 2015 will receive hike effective 1st June (every year) on 1st July.


Procedure for confirmation


Post Confirmation: Once the employee has been confirmed, the following will be applicable to him:

• The employee comes under the leave policy and number of leaves he is eligible to take increases considerably. Refer “Leave Policy” for details.

• The notice period required to serve while separating from the organization also changes and differs across bands. Refer “Separation Policy” for details.

Monthly Appraisal Definition This appraisal would be done every month after the person joins. The purpose of the monthly appraisal is to continuously evaluate the improvement needs and the strengths of the employee for their development.

Scope / Coverage CSAs, Sr. CSAs and Process Leaders

Policy • The responsibility of carrying out the monthly appraisal rests with the Process Leader

or Operations Manager. • The appraisal for associates is conducted on a monthly basis as soon as the person goes

live. For Process Leaders, it is conducted every month after joining. • This appraisal is carried out and the evaluation is sent to the Operations Manager for review

and then to HR for records and further processing, if any. Procedure

• Each project has a specific appraisal form. A copy of this evaluation has to be shared with the appraisee. The evaluation is recorded.

• The performance of the associates will essentially be evaluated on the Measurable Performance Indicators (or MPI).

• Measurable Performance Indicators (MPI) comprise of: o Discipline o Productivity o Quality o Team Work


• The four major areas would remain the same while the deliverables within them might change depending on the nature of the project and the client requirement.

• The evaluation of the Process Leaders includes the criteria on team performance, quality of reporting, training quality, teamwork and discipline apart from the others.

• In case of non-performance, the person would be put under a Performance Improvement Plan (PIP). A person needs to show consistent non-performance for 3 months on production to be eligible for this. The person would be given one month's time to improve his performance failing which the services of the employee would be terminated.

Annual appraisal Definition This would be done at the end of the financial year. The purpose of the appraisal is to review the employee's performance over the previous year and plan performance for the upcoming year.

Eligibility All eligible employees i.e. all employees who have completed at least one year service with the organization.

Policy / Scheme • The responsibility of carrying out the annual appraisal rests with the Process Leader

or Operations Manager. • This appraisal is conducted at the end of the financial year. • The evaluation is sent to the Operations Manager for review and then to HR for records

and further processing, if any. • When a person completes one year in a particular project, an annual re-verification of skills

needs to be done on minimum skills measured after recruitment like typing skills, process quiz etc.

Performance Measures: Each project has a specific appraisal form. The evaluation will be recorded. The performance of the associates will essentially be evaluated on the following parameters:

• Average of monthly appraisal scores. • Assessment of the PL on parameters like initiative, leadership, willingness to stretch etc.

The areas would remain the same while the deliverables within them might change depending on the nature of the project and the client requirement.

© Firstsource Solutions Limited l Confidential | September 4, 2018 9

Promotion Promotions at Firstsource at the associate level are decided based on the results of the assessment development center (ADC). The purpose of the assessment center is to identify, evaluate and select the right fit for the job through a series of objective evaluation techniques. The competencies for each position are carefully decided with the Operation Manager keeping in mind the requirements of the position.

The process is as follows:

• If a vacancy arises, an internal job posting is put stating the requirements of the job, minimum eligibility criteria to apply and the competencies that would be looked into.

• A Functional Expertise test is conducted as an elimination round. • The short listed candidates will be put through the several assessment techniques to

assess him/her on various competencies as specified and declared for the role. • The candidates are selected based on the consolidated scores. • Promotion at Firstsource at the Process Leader level and above is done after an employee

has completed a minimum of 24 months. • Promotion in Firstsource is entirely dependent on tenure and performance. • It is reviewed annually. • The promotion needs to be recommended by the Operation Manager/immediate

supervisor in the Promotion recommendation form. The immediate supervisor must state clearly in the form the current strength of the individual in the current role and the strengths that can be leveraged on in the future role.

• This needs to be reviewed and recommended by the Operations Head and the HR.

Promotions at Firstsource are based on:

• A consideration of comparative achievement in the individual's role. • Quality of performance based on the monthly appraisal conducted.

Policy for Non-CSAs Pre-Confirmation Appraisal The procedure followed for CSAs is also followed for Non CSA’s. For Non CSA’s the 7th month’s pay will be withheld incase the confirmation process is incomplete.


Annual Appraisal Definition

This would be done at the end of the financial year. The purpose of the appraisal is to review the employee's performance over the previous year and plan performance for the upcoming year.

Eligibility All employees who have completed at least one year service with the organization.

Policy / Scheme • The responsibility of carrying out the annual appraisal rests with the immediate

supervisor. • This appraisal is conducted at the end of the financial year. • The evaluation is sent to the Operations Manager for review and then to HR for

records and further processing, if any. • When a person completes one year in a particular project, an annual re-verification of

skills needs to be done on minimum skills measured after recruitment like typing skills, process quiz etc.

Performance Measures • The performance of the employees will essentially be evaluated on their job

performance and goal accomplishment while the assessment of supervisors will be done on the basis of the team’s performance.

• The areas would remain the same while the deliverables within them might change depending on the nature of the project and the client requirement.

• ACE provides for a 5 point rating scale basis which employees can evaluate goal completion and success during the annual performance review.

Nomenclature Score on ACE

FEE (Far Exceeds Expectations) 5

SE(Surpasses Expectations) 4

CME(Consistently Meets Expectations) 3

PME(Partially Meets Expectations) 2

BE (Below Expectations) 1


Performance Appraisal Process

360 Degree Appraisal Process The aim of a 360 degree appraisal is to gather comprehensive feedback and helps give a more rounded evaluation of the behavior and competency of an employee which leads to outstanding performance. The process of 360 Degree Appraisal revived in FY 15

Mid Year Review The Mid year Review was launched in Oct’15. It provides an avenue to check the focus towards the common objective, discussion of key strengths and weaknesses, tweaking of strategies and implementation plans as well as course corrections to be done so as to ensure 100% achievement of the goals. It came into effect in Oct’15.

Confirmation Process Effective November 14, Online Confirmation Appraisal was launched for employees in India under the Corporate scope. A process that was done manually to date was moved online so that an employee’s performance on completion of their probationary period could be captured. Post completion of this process, employee receives his/her Confirmation Letter.

Moderation

Communication,


FAQS 1. Whom do I contact if I have any queries?

Local HR team

You can also write to [email protected] 2. Whom do I escalate to?

DGM – HR (C&B)/Head HR 3. If I want to propose a change in the policy, what is the process for change in policy?

Please send a request, through your head of department, for any additions/ modification that you may wish to propose to Head HR or DGM-HR (C&B), stating:

• The proposed change in policy • Reason for the change proposed.

The proposed changes will be evaluated and placed before the Management Committee for their consideration and approval. The policy will take effect on the day the approved changes are circulated to all Managers

mailto:[email protected]

confirmation appraisal 2016-17

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