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Query Resolution Process

L4-OCP-16

Version 1.1

L4-OCP-16 Query Resolution Process

Version No: 1.1 Revision Date :14-Jul-2016 Accessibility: Internal Page 1 of 15

Revision History

REVISION DATE PREPARED BY APPROVED BY DESCRIPTION

Original 1.0 2-Apr-2015 Process Owner MR Initial

Version 1.1 14-Jul-2016 Process Owner MR Name change of Experis-

Interim to Experis-Engineering

Version 1.1 11-May-2017 Process Owner MR Reviewed



Table of Contents

1 Purpose: ....................................................................................................................................... 3

2 Scope: ............................................................................................................................................. 3

3 Responsibilities: .............................................................................................................................. 3

4 Process Flow: .................................................................................................................................. 4

5 Process Detail: ................................................................................................................................ 5

6 Records: .......................................................................................................................................... 9

7 Reference(s): ................................................................................................................................ 10



1 Purpose:

It is a dedicated channel for resolving queries and issues arising from:

(a) Associates

(b) Job Seeker

(c) New Clients

(d) 3rd Party Verification companies

(e) Existing Clients

2 Scope:

Resolution of queries from Associates, Job Seeker, New Clients, 3rd Party Verification Companies, Existing Clients.

It is applicable for Manpower and Experis Engineering business verticals.

3 Responsibilities:

Associate / Job Seeker / New Clients / 3rd Party Verification Companies / Existing Clients

Raise Query

Employee Resolution Team 1. Grievance Redressal

2. Intermediary between associates and the HR Ops.

3. Provide trending data of queries from various segments and management for their analysis and actions.

4. Internal Communication



4 Process Flow:

Start

Call Email ESS Portal

Check Database manually by Employee Resolution Team

Contact via following methods:

Coordinate with HR Ops as required

Revert to the associate with the resolution

Create ticket on Portal “ www.manpoweronline.in “ to document the query.

End



5 Process Detail:

i. Employee Resolution team provides end users assistance in three ways:

A) Calls For faster service, call directly at toll free number 1800-419-4001

Hours: 9:30 am-6:30 pm Mon to Fri ( Business Days)

B) Emails Any queries related to Payroll, or require any information, please send an email at: [email protected]

C) ESS Portal Associate can send online request on portal. Employee Resolution team has to resolve queries of associates and close the task.

ii. Modes of Information Seeker

Calls Emails ESS Portal

Associates

Job Seeker

New Client

Verification companies

Existing Client

a. Associate

Associate contact Employee Resolution Team for the queries given below:

Client Website

Compliance Documents

CRM

ESIC

Full & Final

Incentive

Information

Insurance

Job Inquiry

Line Manager

Marketing Activity -

Associate

Online Portal

PF

Reimbursements

Salary

Taxes & Statutory

Deductions

Updation

Verification

Others

Employee Resolution Team provide the resolution according to the database “Hirecraft“

Thereafter, team has to create ticket on portal “manpoweronline.in“ to document the query

Sub Queries: Following are the various subheadings to the queries from associates:

S.num Category SubCategory

1 Client Website

Wants User ID and password

Reset

Other

2 Compliance Documents

Offer letter

Other Documents from Manpower

Wants Experience letter

Wants Relieving letter

Other

3 CRM Attendance

Leave Balance

mailto:[email protected]



Not able to contact CRM

4 ESIC

Adding / Deleting Nominees

Benefit from ESIC

Does not have ESIC Number

Does not have ESIC Temp card

I do not have ESIC but I am eligible for it.

Loss of ESIC card procedure

Nearest ESIC office

Procedure for getting new ESIC/Smart Card

Query ESIC- Procedure/Calculation

Temp ESIC information

What is the cycle period of ESIC?

Other

5 Full & Final

How much amount we will get in FNF settlement ?

I have received less amount in full & final?

In my full & final incentive amount is not reflecting?

Procedure for Full & Final

Status-F & F greater than 45 days

Status-F & F less than 45 days

Other

6 Incentive

Amount of incentive paid for specific month or months

Criteria for incentive

Got less Incentive amount

Incentive detail

Incentive payout dates/reasons

Status on incentive

Why deduction in Incentive amount ?

Other

7 Information

Manpower Address

Other Practice Number

Policies

Require Information

Test Call

Wants email ID

Wants Employee code

Other

8 Insurance

Cashless Insurance Scheme

Hospital lists

I require my insurance number?

I want insurance card.

Insured Amount



Lost Insurance card

My insurance card has expired

Policy as per the insurance

Procedure for accidental insurance

Reimbursement of Mediclaims

Other

9 Job Inquiry Wants to know about new opening

Other

10 Line Manager

Asking the name of Line Manager

Change of Line Manager

Other

11 Marketing Activity -

Associate

Mailers

Newsletter

Reference and Collaterals

Website

Other

12 Online Portal

How to check my salary slip on portal ?

How to save salary slip from portal.

Need Login Id and Pwd

Not able to enter submit Investment declaration on portal

Not able to login

Other

13 Others Others

14 PF

Acknowledgement of PF received

How to check PF amount on www.epfindia.com.

Incorrect Info in PF Slip

PF Slip

PF Number-Query

Procedure for getting PF

Procedure for transfer of PF

Rate of PF deductions

Status of PF withdraw

Status-PF (Document already submitted to Manpower)

Status-PF(Document submitted with PF dept)

Total PF amount

Transfer-PF

Withdrawal form?

Other

15 Reimbursements

Amount of reimbursement

Excess amount credited than the submitted claims

Less amount received



Limit-Reimbursement

Reimbursement detail

Status on Reimbursement

Other

16 Salary

Bank account details not yet updated

Change of Bank account for salary transfer

Excess amount credited n

Got less salary

Mid month Query

Pay slip - delayed.

Pay slip - Rectification/update of information.

Pay structure query

Salary deduction -Attendance/Working days

Salary delayed

Salary not paid on time greater than 7th day of every month

Salary status ( Release or not )

Want salary Slip

What is my Net take home salary ?

Other

17 Taxes & Statutory

Deductions

I am not able to submit Investment declaration on portal.

I did not give any investment proofs, what will be my tax liability?

I have resigned from company and I want Form 16 for financial year.

I want Form 16.

I want to declare Investment, kindly assist.

I want to submit proofs for Investment declaration, kindly assist.

Provide me income tax computation sheet.

Query Regarding to deductions

Tax - procedure.

What is P Tax/ Labour welfare fund. Why it is deducted from my salary?

Other

18 Updation

Father name is showing incorrect on Portal.

I would like to update my address.

I would like to update my PAN number.

My designation is showing incorrect on pay slip / Portal.

My DOB is showing incorrect on pay slip / Portal. Kindly correct it.

My Gender is showing incorrect on pay slip / Portal.

Please update my email ID.

Work Location is showing incorrect on pay slip / Portal.

Other

19 Verification Other



Main Database of Employee Resolution Team to address queries from associates are:

o Hirecraft

o www.Manpoweronline.in

o PF Tracker

o Salary Tracker

o Reimbursement Tracker

o F&F Tracker

SPOC Details: A list of named persons for dealing a query type is defined by the process owner. Refer latest SPOC detail.

TAT for the queries raised : 24 Business Hours

b. Job Seeker

Job seekers contact Employee Resolution team for job opportunity in manpower:

Employee Resolution Team assist in three ways:

a. Team provide the email ID to the job seekers who are looking for a job. The email ID is given below:

[email protected]

b. Team provide recruiters contact numbers to the job seeker.

c. Educate Job Seekers to register in www.Manpowergroup.in

c. New Client

Employee Resolution Team receive calls from new client who wants association with Manpower

Take information from new client

Enter information in LTS “Lead Tracking System“.

Lead assign to BD Team ( Business Development Team )

d. Verification

Employee Resolution Team receives calls/emails from verification companies for verification of associates who have either left ManpowerGroup or in process of being relieved from Manpower.

Types of Verification

Previous Employment verification

Bank Loan

Employee Resolution Team verifies the details according to the database “Hirecraft“.

Enter the verification details on portal “www.manpoweronline.in“.

e. Existing Client

To resolve any kind of queries coming from existing client. Escalate the case to branch Manager as required.

6 Records:

Sl

No

Record ID Name / Description Location Retention

Period

Disposition

Type

1 Emp-Code Associate Feedback Manpoweronline Yearly, Archive

http://www.manpoweronline.in/

mailto:[email protected]

http://www.manpowergroup.in/

http://www.manpoweronline.in/



(Associate feedback given by associate on portal. Tracker of feedback)

Portal Closed Ticket

2 By Name

Ticket-Daily Report (Employee team has to create ticket for every query. This record shows total number of tickets)

Manpoweronline Portal

Yearly Archive

3 By Name Abandoned Report (Calls abandoned on daily basis)

Ameyo tool Yearly Archive

4 By Name Lead Register (Tracker of lead)

LTS tool Yearly Archive

7 Reference(s):

Referred to annexure of training module & Query TAT ( As mentioned below)

S.num Category SubCategory TAT

1 Client Website

Wants User ID and password Within 4 Business Hrs

Reset Within 4 Business Hrs

Other Within 4 Business Hrs

2 Compliance Documents

Offer letter Other Dependency

Other Documents from Manpower Other Dependency

Wants Experience letter Other Dependency

Wants Relieving letter Other Dependency

Other Other Dependency

3 CRM

Attendance Other Dependency

Leave Balance Other Dependency

Not able to contact CRM Within 2- Business Hours

4 ESIC

Adding / Deleting Nominees Within 42- Business Hours

Benefit from ESIC Within 4 - Business Hours

Does not have ESIC Number Within 4 -Business Hrs

Does not have ESIC Temp card Other Dependency

I do not have ESIC but I am eligible for it. Within 4 Hrs-Business Hours

Loss of ESIC card procedure Within 4 Hrs-Business Hours

Nearest ESIC office Within 4 Hrs-Business Hours

Procedure for getting new ESIC/Smart Card Within 4 Hrs-Business Hours

Query ESIC- Procedure/Calculation Within 4 Hrs-Business Hours

Temp ESIC information Within 4 Hrs-Business Hours

What is the cycle period of ESIC? Within 4 Hrs-Business Hours

Other Other Dependency/ 24 Business Hours

5 Full & Final How much amount we will get in FNF settlement ?

Other Dependency / within 45 business days



I have received less amount in full & final? Other Dependency/ Within 7 business days

In my full & final incentive amount is not reflecting?

Other Dependency/ Within 7 business days

Procedure for Full & Final Within 4 Hrs-Business Hours

Status-F & F greater than 45 days Other dependency.

Status-F & F less than 45 days Other Dependency / within 45 business days

Other Other Dependency / 5 working days

6 Incentive

Amount of incentive paid for specific month or months Within 4 Hrs-Business Hours

Criteria for incentive Other Dependency

Got less Incentive amount Other Dependency

Incentive detail Within 4 Hrs-Business Hours

Incentive payout dates/reasons Within 4 Hrs-Business Hours

Status on incentive Within 4 Hrs-Business Hours

Why deduction in Incentive amount ? Other Dependency/ 4 Business Hours


7 Information

Manpower Address Within 4 Hrs-Business Hours

Other Practice Number Within 4 Hrs-Business Hours

Policies Within 4 Hrs-Business Hours

Require Information Within 4 Hrs-Business Hours

Test Call Not Applicable

Wants email ID Within 4 Hrs-Business Hours

Wants Employee code Within 4 Hrs-Business Hours


8 Insurance

Cashless Insurance Scheme Within 4 Hrs-Business Hours

Hospital lists Within 4 Hrs-Business Hours

I require my insurance number? Within 4 Hrs-Business Hours

I want insurance card. Other Dependency/ 4 Business Hours

Insured Amount Other Dependency/ 4 Business Hours

Lost Insurance card Other Dependency/ 4 Business Hours

My insurance card has expired Other Dependency/ 4 Business Hours

Policy as per the insurance Other Dependency/ 4 Business



Hours

Procedure for accidental insurance Other Dependency/ 4 Business Hours

Reimbursement of Mediclaims Other Dependency/ 4 Business Hours


9 Job Inquiry

Wants to know about new opening Other Dependency/ 4 Business Hours


10 Line Manager

Asking the name of Line Manager Other Dependency/ 4 Business Hours

Change of Line Manager Other Dependency/ 4 Business Hours


11 Marketing Activity -

Associate

Mailers Other Dependency

Newsletter Other Dependency

Reference and Collaterals Other Dependency

Website Other Dependency


12 Online Portal

How to check my salary slip on portal ? Within 4 Hrs-Business Hours

How to save salary slip from portal. Within 4 Hrs-Business Hours

Need Login Id and Pwd Within 4 Hrs-Business Hours

Not able to enter submit Investment declaration on portal Within 4 Hrs-Business Hours

Not able to login Within 4 Hrs-Business Hours


13 Others Others Other Dependency/ 4 Business Hours

14 PF

Acknowledgement of PF received Other Dependency

How to check PF amount on www.epfindia.com. Other Dependency

Incorrect Info in PF Slip Within 24-Business Hours

PF Slip Other Dependency

PF Number-Query Other Dependency

Procedure for getting PF Within 4 Hrs-Business Hours

Procedure for transfer of PF Within 4 Hrs-Business Hours

Rate of PF deductions Other Dependency

Status of PF withdraw Other Dependency

Status-PF (Document already submitted to Manpower) Other Dependency



Status-PF(Document submitted with PF dept) Other Dependency

Total PF amount Other Dependency

Transfer-PF Other Dependency

Withdrawal form? Within 4 Hrs-Business Hours


15 Reimbursements

Amount of reimbursement Within 4 Hrs-Business Hours

Excess amount credited than the submitted claims

Other Dependency/ 4 Business Hours

Less amount received Other Dependency/ 4 Business Hours

Limit-Reimbursement Other Dependency

Reimbursement detail Within 4 Hrs-Business Hours

Status on Reimbursement Within 4 Hrs-Business Hours


16 Salary

Bank account details not yet updated Other Dependency/ 24 Business Hours

Change of Bank account for salary transfer Other Dependency/ 24 Business Hours

Excess amount credited n Other Dependency/ 24 Business Hours

Got less salary Other Dependency/ 24 Business Hours

Mid month Query Within 4 Hrs-Business Hours

Pay slip - delayed. Within 4 Hrs-Business Hours

Pay slip - Rectification/update of information. Other Dependency/ 24 Business Hours

Pay structure query Within 4 Hrs-Business Hours

Salary deduction -Attendance/Working days Within 4 Hrs-Business Hours

Salary delayed Other Dependency/ 24 Business Hours

Salary not paid on time greater than 7th day of every month


Salary status ( Release or not ) Other Dependency/ 4 Business Hours

Want salary Slip Other Dependency/ 24 Business Hours- ( After 10th of every month)

What is my Net take home salary ? Other Dependency/ 4 Business Hours


17 Taxes & Statutory

Deductions I am not able to submit Investment declaration on portal.




I did not give any investment proofs, what will be my tax liability?


I have resigned from company and I want Form 16 for financial year.


I want Form 16. Within 4 Hrs-Business Hours

I want to declare Investment, kindly assist. Within 4 Hrs-Business Hours

I want to submit proofs for Investment declaration, kindly assist. Within 4 Hrs-Business Hours

Provide me income tax computation sheet. Other Dependency/ 24 Business Hours

Query Regarding to deductions Within 4 Hrs-Business Hours

Tax - procedure. Within 4 Hrs-Business Hours

What is P Tax/ Labour welfare fund. Why it is deducted from my salary? Within 4 Hrs-Business Hours


18 Updation

Father name is showing incorrect on Portal. Other Dependency/ 48 Business Hours

I would like to update my address. Other Dependency/ 48 Business Hours

I would like to update my PAN number. Other Dependency/ 48 Business Hours

My designation is showing incorrect on pay slip / Portal.


My DOB is showing incorrect on pay slip / Portal. Kindly correct it.


My Gender is showing incorrect on pay slip / Portal.


Please update my email ID. Other Dependency/ 48 Business Hours

Work Location is showing incorrect on pay slip / Portal.



19 Verification Other Other Dependency/ 48 Business Hours