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| Engagement Model |
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| Location In charge |
| Location In-charges would be responsible for managing day to day operation at the client office. They would be taking care of routine people administration like capturing of attendance, tracking overtime, addressing associate queries, sending joining documents of the associates to Head Office to get uploaded to the document management system post relevant validations etc… |
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| SPOCs (Single Point Of Contact) |
SPOCs are the one point of people operation managers for a particular region or multiple regions. Entire the delivery operations for a territory would be managed and anchored by him.
All the Location in-charges would be reporting to him. His primary responsibility would be to review whether implementation and maintenance of operational goals are being adhered to in his respective region(s).
He would also ensure the complete delivery of the elements of the ‘Service Level Agreement’ in his territory as agreed by and between the organizations. |
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| Communication |
| SPOCs would conduct regular review meetings with various stake holders – client contacts at local, regional and national level and his team based on the MIS which he would spool from the tracking system and would frame correction and growth strategies with team and client for the subsequent review period. |
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| Escalation Matrix |
The escalation matrix would travel bottom to top in the delivery structure as shared in the earlier part of this document.
The exact contact details, time frame and value magnitudes of parameters may be shared as a part of the ‘Service Level Agreement’ as and when would be signed by and between the organizations. |
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