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HR Shared Services - Service Level AgreementObjective of the AgreementThe purpose of this SLA is to describe the key services we provide and the quality standardswe have agreed with our stakeholders in terms of HR Shared Services delivery.This Agreement sets out: The services we provide to our stakeholders – primarily operational managers, agers,Regional Managers, Heads of, Directors, Site HR Teams, colleagues and externalpartnersThe overall standard which we aim to achieve in the provision of our servicesA mechanism for resolving any problems relating to the delivery of the serviceFuture reviews and amendments to this SLAThis agreement will be reviewed on an annual basis as part of the planning and continuousimprovement process. Any changes will be agreed with service users and be signed off byall parties involved.Shared Services .What we are here to do .Our mission within the business is to deliver and maintain a high-quality transactional HRservice to operational/support function managers and colleagues. We do this in a number ofways:-Providing dedicated HR guidance and support through personal contact andtechnologyBy mitigating risk to the business through ensuring as a business we fulfil legislativerequirementsManaging the colleague journeyMaintaining personnel dataSupporting and facilitating organisational changeOur Stakeholders .-Site HR TeamsOperational Managers across all sitesHeads of DepartmentsDirectors of DepartmentsAll colleaguesSuppliersExternal companiesService Availability Central Inbox:HR.sharedservices@greencore.comCentral number:01909 493333The inbox and telephone number will be monitored Monday to Friday from 9:00am to17:00pmVersion 2 – Nov 2019
Please be aware that when team training or team meetings take place, messages will bereturned as soon as possible after.Our Responsibilities Process new starters and job changesEstablish and maintain personnel filesProvide support and guidance on OpenHrMonitor and record staff vetting checks: right to work, identity, referencesPolicy AdviceEmployee Relations SupportPayroll support and guidanceReport writing and systems updatesAutomatic reminders to prompt necessary actionWe will Put our customers firstBe fair and objective with everyoneListen to you, and help all we canDo what we say we will doUse your feedback to help us improve the services we provideTreat all information we receive in the strictest confidenceService Delivery All members of the team will be: Competent and experienced in transactional HRBe aware of and responsive to the needs of Greencore and its departmentsExperienced in the application of policies, procedures and payroll practiceKnowledgeable in current employment legislationFocussed on Greencore’s objectives and decisionsVersion 2 – Nov 2019
CategoryOnboardingProbation ManagementColleague Personal ChangesColleague Employment ChangesTime Away From WorkEligibility to WorkVersion 2 – Nov 2019Sub CategorySLANew Starter - WeeklyMediumNew Starter - MonthlyShort-termNew Starter - FTCMediumInterim StarterHighTA/ Vacancy QueryCriticalPMI ApplicationHighRe-book inductionHighRefer a Friend PaymentHighPassed ProbationLowFailed Probation (Query)CriticalProbation ExtendedLowName ChangeHighAddress Details ChangeHighBank Details ChangeCriticalEmergency Contact ChangeHighTelephone Detail ChangeHighEmail Address ChangeHighJob ChangeHighManager ChangeLowShift ChangeHighHours of Work ChangeHighLocation ChangeHighGrade/Salary ChangeHighBenefit ChangeHighRole Profile ChangeLowGrow with GreencoreLowAd Hoc Compensation ChangeHighSabbatical / Career BreakLowAnnual Leave (Query)CriticalExtended Leave (query)CriticalJury Service (Query)CriticalPublic Duties (Query)CriticalCompassionate Leave (Query)CriticalTime Off for dependents (Query)CriticalETW Queries (Query)CriticalTimebound VisasLong-term
SicknessFlexible WorkingFamily FriendlyColleague RelationsColleague LeaversCompensation ManagementBenefits ManagementService ManagementVersion 2 – Nov 2019Self-CertificationLowFit NoteLowRTWLowSick Pay (query)CriticalFlexible red Parental LeaveLowParental LeaveLowAbsence rformance ImprovementLowLeaver - VoluntaryCriticalLeaver - InvoluntaryCriticalDeath in ServiceMedium-TermSettlement AgreementHighOne-Time Payment/Recognition AwardHighAllowances (Responsibility etc.)HighService AwardsLowPMI (Query)CriticalMaster Trust Pension (Query)CriticalAuto Enrolment (Query)CriticalSmart (salary sacrfice) (Query)CriticalMy Core Benefits (Query)CriticalRefer-a-Friend (Query)CriticalShare Save (Query)CriticalBonus (Query)CriticalEmployment ReferenceLowTenancy ReferenceCriticalInternal - Policy Query (Query)CriticalInternal - Legal Query (Query)CriticalExternal - Governmental BodiesHighReportingHighChecking Colleague E-fileHigh
Volume TasksTraining RecordsLowPersonal Info Query (Query)CriticalPayroll Query (Query)CriticalExpenses Query (Query)CriticalData Subject Access RequestLowGDPR BreachCriticalNon-Core gue Data ChangeShort-termColleague Employment ChangeShort-termETWShort-termNew StartersShort-termAnnual Salary ReviewShort-termAnnual Bonus SchemeShort-termOne-Time Payment/Recognition AwardShort-termService AwardsShort-termLeaversShort-termColleague File AuditingShort-termBenefitsShort-termData CleanseShort-termKeyCriticalHigh24 hours48 hoursMediumLow72 hours5 daysShort-termMedium-term10 days30 daysLong-term90 daysSLA timings are dependent upon the time in which they are sent:-Outside the normal working hours will not be activated until the next normal workingday. This includes weekend and bank/public holidaysPaperwork sent through between 4pm and 5pm may not be processed until the nextworking dayPaperwork sent through on the morning of payroll cut off may not be processed dueto workload and payroll acceptanceVersion 2 – Nov 2019
Performance Indicators and TargetsA number of operating standards and targets to measure service performance, customersatisfaction and outcome measures are detailed below:ContactKPIOpening Hours for VisitorsCalls answered within 5rings or 15 secondsTime taken torespond/acknowledgegeneral email enquiriesOperating Standard9:00am – 17:00pmTarget100%90%Within 24 hours100%TransactionsKPINew starter acknowledgedor informed of missinginformationEmployment documentationsent, confirmation sent toManagerOperating StandardWithin 24 hoursTarget100%Within 3 days100%OtherKPIErrors attributable to serviceCustomer ServiceObservationsCustomer Satisfaction –measured through regularpulse surveyPolicy Review - regularOperating Standard 5%n/aTargetMinimum 7/10 scoren/a90% satisfied with theservice they receiven/aA rolling programme ofannual reviews or updatesdue to legislation changesComplaints Customer feedback is essential in monitoring service standards and identifying areas forservice improvement. If you have any concern or wish to complain about the manner ormethod with which you feel you have been treated, please email/write to the Shared ServicesManager in the first instance. The complaint will be dealt with as quickly as possible and aresponse will be sent within 10 working days.Version 2 – Nov 2019
This Agreement sets out: The services we provide to our stakeholders – primarily operational managers, agers, Regional Managers, Heads of, Directors, Site HR Teams, colleagues and external partners The overall standard which we aim to achieve in the provision of our services A
