SuperSeva Services Pvt Ltd

EMPLOYEE INDUCTION HANDBOOK V4.1

Welcome To SuperSeva

1
Table of Contents
1. About SuperSeva 3

2. SuperSeva Services - Business Verticals 9

3. Organizational Structure 13

4. Key Positions & Dept. Head 14

5. Joining Formalities 15

6. Reporting & Attendance 18

7. Holidays List 19

8. Company Policy, Benefits & Facilities 20

9. Additional Benefits & Compensation 25

10. Career Growth, Reward & Recognition 27

11. Exit Formalities 28

12. Payment Policy, Terms & Conditions 30

13. E-mails & Safekeeping 34

14. Employee Safety/Misconduct & Anti Harassment Policy 35

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 ABOUT SUPERSEVA

KUMUD SHARMA
Chief Executive Officer

Kumud comes with a deep understanding of people and process management. Under her leadership, SuperSeva has grown manifold to become
one of the largest personal and corporate assistance program management companies. Kumud is a B.Tech. (Electronics & Communication
Engineering) from BIT, Sindri and holds a Management Degree from the Indian Institute of Management (IIM), Bangalore.

RACHANA MALADAHIYAR RAJANIKANTH NARSINGPET

Sr. VP – BD & Operations - Concierge VP – BD & Operations – Managed
Services Services

Rachana heads the Customer Rajanikanth is an exceptional

Photo Relationship management team and is

responsible for driving the business
growth through innovative CRM
Photo professional in the service industry.
He brings with him an impressive and
well-rounded 14-year record in
strategies. A keen business sense, operations, sales and service industry.
innovativeness and understanding of He has gained vast experience in IT
people and processes makes her an Asset Management and Employee
expert to lead the CRM and strategic Transport Industry during the past
marketing team. years.

SATHYA MURTHY M KRISHNA KUMAR

VP – Sales and Business Strategy Head - Accounts & Finance

Sathya has over 16 years of experience Krishna Kumar is responsible for

in insurance & service industry ranging invoicing, procurement, managing

Photo from various Insurance and facility

management services and heads our
integrated facility management
Photo accounts payables and receivables,
and fund management. He has 11
years of experience in all aspects of
business. Accounts & Finance Management
He is specialized in planning full range
of client solutions that enhance
employee satisfaction & also positively
impact client performance.

VISHVAS YADAV DIVYA THAKUR

Head – HR & Staffing Chief Compliance Officer

Vishvas plays a strategic role in team Divya has completed her

building, cultural alignment, Policy Entrepreneurship Development

Photo formulation apart from his

responsibility of driving HR agenda at
SuperSeva.
Photo Program from Xavier Institute of
Management and Entrepreneurship.
She is in charge of all major statutory
Vishvas’s endeavor at SuperSeva is to requirements and is well-versed in
position HR as a trusted Business corporate business practices to
partner and play a key role in strategy prevent or deal with violations of legal
formulation in order to align HR to the guidelines and internal policies.
business realities.

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E S TA B L I S H E D I N 2 0 0 0 , H E A D Q U A RT E R E D I N
BANGALORE WITH OFFICES IN MUMBAI,
DELHI, CHENNAI, HYDERABAD & PUNE

› ISO 9001:2008 certified

› Handling 50,000+orders
/requests month-on-month
› Enabled via state-of-the-art,
comprehensive technology
platform

Operational Presence:
Delhi, Gurgaon. Noida, Lucknow,
Kolkata, Mumbai, Pune,
Hyderabad, Vizag, Bellary,
Bangalore, Chennai

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I N D I A’ S L E A D I N G E N T E R P R I S E S U P P O R T
SERVICES PROVIDER LEVERAGING END-
TO - E ND U S E O F TE CH NOLOGY
Headquartered in Bangalore.,
SuperSeva Services Private
Limited, was founded in the year
2000. Since inception, SuperSeva
has been providing
comprehensive Enterprise-centric
services of global standards that
enables enterprises to conduct
business more efficiently. Today,
SuperSeva is India's undisputed
leader in the Enterprise Support
Services domain, serving more
than 100 clients at over 300 client
locations nationwide.
SuperSeva offers a full spectrum
of solutions custom-tailored to
address the needs of
organizations, including IT-
enabled Concierge Services,
Managed Front Office Services,
Facilities Management Services,
Automated Mailroom
Management, Travel Desk,
Logistics Management, Employee
Engagement Programs, Reward
& Recognition programs,
Customer Loyalty Programs and
much more.
SuperSeva, designs, builds and
operates technology-enabled
business support solutions for
Fortune 500 companies and also
provides a complete range of
Enterprise Support Services by
leveraging our domain
and business expertise and
strategic alliances with various
business partners.
SuperSeva now serving 100+
clients pan-India across 13 cities
Having pioneered the IT-enabled
delivery model translates to
greater efficiency, easy scalability
and long term sustainability. With
complete focus on delivering
exemplary client service and a
quality management system in
place, backed by an ISO
9001:2008 certification, it’s no
wonder we are the
vendor of choice for virtually
every major organization today.
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MISSION > ACHIEVING EXCELLENCE IN
ENTERPRISE SUPPORT SERVICES USING
P R O C E S S I N N O VAT I O N A N D T E C H N O L O G Y

› End-to-end Solution
› Complete Accountability on
Quality
› Outcome-driven for delivering
Customer Delight

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 V IS IO N > TO BE TH E G LO BAL L E AD E R I N
PROVIDING BUSINESS & PERSONAL
A S S I S TA N C E S E R V I C E S A N D T H E M O S T
P R E F E R R E D PA RT N E R TO O U R C L I E N T S

Our customers are at SuperSeva ensures

the center of to achieve the
everything we do. Our highest possible
products, services and standards in day-
business processes are to-day work and in
tuned to their needs. CUSTOMER OPERATIONAL the quality of the
Every action we take is goods and
aimed at doing CENTRICITY EXCELLENCE services it provides
outstanding job for
our customers.

S U P E R SE VA

Our greatest asset ENERGISED CORE

is our people. We TEAMS VA LU E S COMMITMENT SuperSeva
are committed to believes in total
putting the best commitment and
people, and giving trust by dealing
them the right with our
training, tools and customers in a
resources to INTEGRITY transparent
succeed. manner

The founding principle of SuperSeva is Integrity. Integrity

helps us build trust and respect among all of our business
relationships. Our guiding principles of integrity are our
strong Code of Ethics and our commitment to uphold the
highest ethical standards at all times

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MANAGING ESSENTIAL MAINTENANCE
S E R V ICES W I TH S U P E R I OR O U TCO MES TO
E NS U R E E NTE R P R ISES AR E ABL E TO
C O M P L E T E LY F O C U S P U R E LY O N T H E I R
CORE BUSINESS

Vendor
Identification
Evaluation

Database Single Ethical

Management Window Business
of Vendors Vendor Practices
Management

Converting
Vendors to
Collaborative
Partners

› IT-enabled Delivery
› Web-based Interface
› Wide service Spectrum
› Operational Efficiency
› Nationwide Presence

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 SUPERSEVA BUSINESS VERTICALS

Providing solutions that create Solutions that enable our clients’

safe, secure, and high-performing employees and departments to
workplaces for our clients. perform at their best – wherever
they operate.​​

S UP ERS EVA EN TERP R IS E S UP P ORT S ERV IC ES

HUMAN ADMIN & LEGAL & ENTERPRISE

RESOURCES FACILITIES FINANCE EVENTS
Employee Concierge Managed Front Office Petty Cash Online Ticketing
Services Services Management Platform

Employee Engagement Facilities Management E-Stamping & Corporate Event

Services Services Franking Services Management

Reward & Recognition Mailroom & Travel Individual Party

Services Desk Management Procurement Solution
Planning

Other Support Services Other Support Services Other Support Services Other Support Services

Reducing cost and risk, and Integrating hard and soft facility
improving performance of your management services driven by a
facilities for meeting your core robust performance analytics
business mission and goals. engine.

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 ENTERPRISE SUPPORT SERVICES
HUMAN RESOURCES
PREMIUM CONCIERGE SERVICES EMPLOYEE ENGAGEMENT SERVICES
› Bill Payments › Health and Wellness Programs
› Government Departments › Sports Events
› Ticket Booking › Cultural Activities/ Foundation Day Celebration/
› Shopping Services Annual Day Celebration
› Passport › Party Planning
› PAN Card › Food Festival
› IT Returns › Corporate Social Responsibility related activities
› RTO › Team building activities
› Bank & Post Office Work › Team outing and group holidays
› Party Planning › Special Day Celebrations
› Odd Jobs / Personal Errands › Rewards and Gifting
› Complementary (Sponsored) Events
› Super deals for employees

REWARDS & RECOGNITION OTHER SUPPORT SERVICES

› Long Service Awards › Payroll management
› Performance-specific Awards: Individual / team awards › Training for employees
› Occasion-based Awards: Birthdays, Anniversaries, › Induction Process
Weddings, Children’s Birthdays, etc. › Background Verification
› Team gatherings / Social events › Inbound / Outbound Trainings
› Informal Rewards: Spontaneous, economical awards › Resume Screening
and recognition activities › Team Outings
› Business Unit Awards for outstanding contributions › Annual Get-togethers / Company Day Celebrations
› Onsite crèche for babies
› Onsite Utility shop for employees

ENTERPRISE SUPPORT SERVICES

EVENT MANAGEMENT
CORPORATE INDIVIDUAL

› Health and Wellness Programs › Personal parties are special occasions for you and your
› Sports Events family
› Cultural Activities
› Food Festivals › At SuperSeva we treat every occasion as special and
› CSR Activities offer you a variety of options to choose from
› Team building Outings
› Group Holidays › Our professionals plan every detail of the party
› Special Day Celebrations meticulously and offer the best price in the industry
› Rewards and Gifting
› Complementary (Sponsored) Events
› Corporate Parties
› Annual/ Company Days
› Kids Carnivals
› Family Days
› Concerts
› Conferences and Seminars like educational training for
the managers and employees, Business events, 10
Business dinners planning, Press conferences,
Networking events
 ENTERPRISE SUPPORT SERVICES
A D M I N & FAC I L I T I E S
MANAGED FRONT OFFICE
Front Office Management based on pre-agreed & pre-defined
SLA.
› Identification of resources from renowned training
institutes
› Skill based training provided by best in industry
› Stringent checking system to monitor performance
› Near-zero downtime
› Efficient back-up team
› Special training on grooming, courtesy, phone etiquette,
presentation, visitor handling, customer handling, query
handling
TRAKMAIL AUTOMATED MAILROOM
IT-enabled, web-based mail room management system for
backend operations
› On-site mailroom services for Inbound/ Outbound mail
management
› Acknowledgement system via instant Email, SMS
› Mail sorting at department level
› Inter-site mail distribution across branch networks
› Cost-effective postal services
› Print and stationery management
› Query resolution
› Monthly MIS & Reporting
› Vendor management
FACILITY HELP DESK SERVICES
› SLA-based
› Resource trained in handling calls, query resolution,
escalation management, vendor co-ordination
› Efficient in handling of incoming calls for complaints and
faults
› Registering daily callers and incident records
› Follow up with vendors on maintenance related issues
› Raising PO, ordering stationery, managing stock and
inventory control
› Generation of monthly MIS reports for tracking of the
status of the jobs
› Recording and logging all relevant information to enable
smooth process
› Call handling of helpdesk queries, creating job sheets as
required for relevant maintenance issues
› Complaint ticket generation with proper follow-up
FACILITIES MANAGEMENT
Integrated facilities management service that
efficiently mans the entire facility in your office all
round the clock.
› House Keeping
› Electrical and Mechanical Management
› Vendor Management
› Pantry Management
› Catering Services
› Security Services
› Mail Room Management
› Front Office Management
› Travel and Transport Management
TRAVEL DESK SERVICES
› Affiliations with Hotels and Airlines
› Network of worldwide travel helpdesk
› Incomparable cost savings and Outstanding
service delivery
› Travel Desk services to companies of all sizes
› Domain expertise that enables us to reach
globally to all destinations
› Customized service for each corporate client
› Generation of monthly MIS reports for tracking
the travel plans and their status
› Travel industry related information and other
security alerts circulated to the Travel
coordinator
› Disaster Management (informing the Travel
supervisor in the event of any disaster)
› NASSCOM Code of Conduct that focuses on
security during commute, transport and vendor
selection, employee communication, and on-
premise security
TRANSPORT DESK SERVICES
Focus on key industry verticals to enable delivery
of comprehensive, customized logistics solutions.
› Setting up the transport desk and
implementing processes
› Managing all client queries on "transport and
departures"
› Augment operational efficiency
› Lower cost of service
› Effectively addresses critical demand for
mobility
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 ENTERPRISE SUPPORT SERVICES
FINANCE & LEGAL
PROCUREMENT SERVICES
› Procurement of Stationery, Digital Accessories, Branded
Merchandise (Mugs, Corporate Apparel, etc.)
› Housekeeping material at best prices in the industry
› Online support
› Assured quality and quantity
› Forget the hassles of dealing with multiple vendors
› Every job treated with sense of immediacy and
professionalism
› Single point of contact between multiple vendors and
your company
› Extensive vendor network operating PAN India
E-STAMP PAPER AND DOCUMENT FRANKING
› Nationwide presence helps us to collect and deliver
documents anywhere within India
› Large fleet of field executives and ground staff helps in
collection and delivery
› Account Manager and Co-ordination experts provided
for every client
› Tasks based on pre-agreed turnaround time or SLA
TAXATION & ACCOUNTING SUPPORT
› Account Payables and Account Receivables
› Financial Reporting
› Budgeting
› Depreciation & Amortization Schedule
› Maintaining Employee Database
› Statutory Compliance and Reporting
› Onsite Helpdesk
› Tax Calculation & Verification
› Payroll Reconciliation
PETTY CASH MANAGEMENT
› End-to-end essential cash services
› SuperSeva assigns SPOC experienced in vendor
management & customer service skills
› Client emails daily requirement to SuperSeva
SPOC along with scanned/ hard copy of vendor
invoice and approval email
› SPOC makes online payment to vendor in 24
hours
› Consolidated invoice with management fee along
acknowledgments, shared with client end of
month
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SUPERSEVA ORGANIZATIONAL
STRUCTURE

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 SUPERSEVA ORGANIZATIONAL
STRUCTURE

Head Office: Other Locations:

Bangalore
Managing Director: Mr. Ajay Shankar Delhi NCR
Sharma Associate Head- North: Mr. Vishnu Kumar

Chief Executive Officer: Mrs. Kumud Manager- Operations: Mr. Prabin Kumar
Sharma
Asst. Manager- Accounts & Operations: Mr.
VP Sales &Operations- Facilities Services: Kanhaiya Kumar
Mr. Sathya Murthy M
Regional Head- Sales & Operations: Mr.
VP Operations & CRM- Concierge Services: Asheesh Thakur
Mrs. Rachana Maladahayiar

VP Sales & Operations- Managerd

Services: Rajanikanth N Mumbai & Pune
Manager- Operations & CRM: Mr. Nitin
Head HR & Staffing- Staffing Services: Mr. Anand Mane
Vishvas Yadav
Asst. Manager- Operations& CRM: Mr.
Chief Accounts Officer- Accounts: Mr. Ranjeet Maurya
Krishna Kumar
Manager- Business Development: Mr. Sanjay
Manager- Procurement: Mr. Prakash Pandey
Kumar Singh

Vertical Manager- Petty Cash Management

Services: Mr. Nasir Hussain Hyderabad
Asst. Manager- Operations & CRM: Mr. Tarun
Vertical Manager- Franking & E-Stamping Kumar
Services: Mr. Musaffir Pasha
Executive- Operations: Mr. E Santosh Kumar
Coordinator- Event Management: Mr.
Swmkhwr Narzary
Chennai
City Manager- Operations & CRM: Mr. Nanda
Kumar
Coordinator- Humar Resource: Mrs.
Kanthi Karanth
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 JOINING FORMALITIES

New Joining & Re-Joining Formalities

All employees must fill & sign the following:

• SuperSeva employment, ESI & PF forms

• Sign verification & NDA forms

Documents To Be Submitted

Employees are compulsorily required to bring the following documents at the

time of joining:

• Copy of Academic Records

• Previous Employment (if any) -
o Relieving letter from your previous employer
o Experience certificate of all the company in total served
o Pay slip/Bank Statement of last three months
• ID & Residential Address proof copy
• Six passport size photos
• Investment details for Income Tax calculation
• Medical fitness & Blood group reports.

Reference Check
2 personal and 2 professional contacts (Name & Contact Details)

Emergency Contact Details

Name, Contact & Address.

Kindly Note, that In case of address change during your employment with
SuperSeva please notify HR Dept. and submit a copy of new address proof.
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 JOINING FORMALITIES

Grading System

Salary
Total Association
(Annual
Hierarchy Experience with Org.
CTC in
(In Years) (in Yrs.)
Lac)
L1- Top Management & Advisory Board (MD, A: 10 & A: 10L & 1: 10 Yrs. &
Director, CEO, CFO) Above Above Above

L2- Management Team (GM, VP, Sr. VP, Pan India- B: 5-10L B: 5-10L 2: 5-10 Yrs
Head)

L3- Managerial Head (Manager, Sr. Manager, C: 2-5L C: 2-5L 3: 2-5 Yrs
Associate Head)

L4- Leadership Team (Team Leader, Group Leader, D: 0-2L D: 0-2L 4: 0-2 Yrs
Asst. Manager)

L5- Back end & Support Staff (Executive, Sr.

Executive, Assistant, Sr. Assistant, Coordinator, Sr.
Coordinator, Associate, Sr. Associate)
SC- Site Staff (All staff deputed at client place)

For Instance, Employment Grade: L1, AA-1

L1- Refers to Hierarchy

A- Refers to Total Experience
A- Refers to Salary
1- Refers to Association with Organization

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 JOINING FORMALITIES

Appointment/ Offer Letter

Please submit a copy of offer/ appointment letter to HR Dept. with your

acceptance signature.

ID Cards
Employees will be provided a temporary ID card immediately and their permanent
ID card will be given after 30 days of employment. Employees need to carry their
ID card every day to work; finding deviation from this process will compel
appropriate action against the employee. In case of loss/damage of ID card,
Employee must immediately inform to the respective reporting authority & mail
to hr@superseva.com.

Dress Code/ Uniform

Employees need to be in attire as per the business type. Employees deputed at
the client site may be provided the specific uniform. Safekeeping and maintenance
of which is the responsibility of the employee.

In case of any loss/damage to the uniform immediately inform to your reporting

authority & mail to hr@superseva.com. The responsible employee has to replace
or bare the cost of the damage. The company may incur the cost of the uniform
from employee’s salary partially on monthly basis and then will reimburse the
complete cost after a period of time to the employee. In case of separation from
the company within six month for whatsoever reason except being relieved by the
management due to organizational restructuring, employee will be liable to bear
the cost of the uniform or the same will be deducted from employee's F & F pay.

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 REPORTING & ATTENDANCE

Attendance
Employees shall perform the duties and instructions communicated by the
company. All employees are expected to be regular and punctual in attendance as
per allocated working hours/rosters etc. Certain employees may be required to
work more than allocated hours subjected to exigencies of work. If employees are
unable to report to work on time for any reason, they must notify their manager
and HR in advance of the period. Employees must regularly sign Log-in & Log-out
time in attendance register while entering & going out of the office premise.

Office Hours & Lunch Break

Company's general working hours are from 09.00am to 6.30pm (Monday to
Friday) and 09.00am to 01.30pm on Saturday. However, employees deputed at
client sites may be required to follow working hours’ time assigned by the client.
Certain employees may be required to work in shifts and hence should be flexible
with working hours in rotation.

Employees are allowed tea break of 10 minutes between 10.30am to 11.00am in

First Half and 04.00pm to 04.30pm in second half. Employees are allowed Lunch
break of 40 minutes, generally taken between 12.30pm to 2.30pm.

Week off & Holidays

Employees have to work six days in a week and Sunday is a week off. Employees
deputed at client site need to follow week off as allocated by client’s requirements.
National Holidays will be common for everyone. Employees may also opt for two
days of optional holidays in a year based on their ethnicity and religion but only
with prior approval of their reporting authority on the same. An employee who
works on holidays or on their week off days will be eligible for a compensatory off
for same on any other day seeking advance approval by the reporting authority.

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 SUPERSEVA HOLIDAYS LIST

Public Holidays

Note: To avail optional holiday employee must & should take prior approval from reporting authority & HR Dept. 19
 SUPERSEVA COMPANY POLICIES,
BENEFITS & FACILITIES

On Job Training
All the employees will undergo “On Job Training” for Fifteen days and are not
eligible for any leave during the training period. In case, if employees
performance/act/skills related to performance and job requirements is not up to
the company's expectation, the company has no obligations to provide any notice
to the employee and he/she can be relieved by the company immediately during
this period. Employees may be asked to undergo periodic training to facilitate the
mutual growth. Employees need to take these sessions seriously and be punctual
in attendance during the period. Failing to which will result in an appropriate
action taken by the company.

Performance Monitoring
All employees are expected to be punctual in performance and assigned work
and maintain a proper record/ documentation of work as the format may be
shared or instructed. All those documents will be audited and any deviation from
the process, leakage or deletion of information & files will be ceased of action
against the employee. Employees non performance, behavioral issues, non
cooperation with colleagues or superiors will also cause action against employee.

Confidentiality at work
Certain documents or information of the company should not be shared without
competent authority permission. Any documents, files or information related to
work before sharing with any colleague (if approached by them) must be
reconfirm by competent reporting authority and details must be maintain over
mail for the same.

Probation & Confirmation

At the initial stage of employment, all the employees will be on probation period
for six months and will not be eligible for any paid leave.
In case of leave approved during an emergency, it will be treated as leave without
pay. Confirmation of employment may be done before or after six months in
written at the sole discretion of the company and it does not imply automatically.
Notice period will be fifteen days during probation and one/two months after
confirmation. 20
 SUPERSEVA COMPANY POLICIES,
BENEFITS & FACILITIES

Transfer
Employees are liable to be transferred at any time, to any other unit of the
Company or Company’s clients on a temporary or permanent basis. Employees
are also liable to be transferred to any other place in India or abroad owned or
operated by the company or its associates on the terms and conditions prevalent
in the town/city.

Service Condition
Employees will be in exclusive employment to the Company and will not engage
themselves alone or in company with any other person, in any work or business,
without taking explicit permission from the company.

At all times, an employee should be governed by service conditions of the

company as may be in force from time to time. An Employee will be required to
sign and abide by the Employment Agreement and Company Secrecy Policy
(NDA).

Company shall initiate stringent legal actions, in case of any unauthorized

utilization of the facilities provided at the work location, miss-utilization of the
funds collected to accomplish the customers’ requests received at the work
location or non-adhering to the policies of the Company, “gross negligence” and
“willful or dishonest” acts at work. On proven record by the company in such
cases, He/She will be liable for the deduction/recovery of monetary loss/damage
from you by the company.

Employees are not supposed to join any of SuperSeva clients or its competitors
after their separation from SuperSeva at least for the span of Six Months without
a written constraint of the company from the date of relieving from SuperSeva
Services. If this clause is violated, employee's final settlement will not be done and
the company is liable to initiate any legal actions on him/her.

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 SUPERSEVA COMPANY POLICIES,
BENEFITS & FACILITIES

Leave Policy

An employee will be eligible for types of leaves listed below as per company's
policy, which are calculated on pro-rata basis considering Jan to Dec as a calendar
year. Leaves are completely subjected to approval by competent reporting
authority and hence cannot be deemed as granted unless sanctioned by the
competent reporting authority. An employee should apply for leave through mail
addressing to their reporting authority and copy to hr@superseva.com prior to
two days for a short leave and seven days of a long leave before proceeding on
leave.

In case of emergency leave without prior information to reporting authority, a

leave notification mail must be sent to hr@superseva.com with the approval of
reporting authority on the day of employee resuming his/her duty. Failing to
which, leaves will be treated as Loss of Pay. Long leave cannot be granted more
than Fifteen Days together. Only 50% of casual leave can be carry forwarded to
the next year if balance.

• PL/ CL/ EL: 18 Days in a year

• SL: 12 Days in a year
• Bereavement: 7 Days in a year
• Maternity/ Paternity: 84 Days/ 7 Days respectively only twice in a life time and
subjected to net eligibility and approval.

LOP/ LWP - Leave during probation period under any circumstances will be
treated as LWP. In case of non-approval of leave/leave extension will be treated as
LOP.

Leave Penalty - An employee will be liable for financial penalty (Rs.200-300/-)

per day in the case of:

• Leave during training period

• More than one day leave in a month during probation period
• Unplanned leave more than two days in a month after confirmation
• Late reporting to work for more than Five days in a month will be treated as
One Day LOP

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 SUPERSEVA COMPANY POLICIES,
BENEFITS & FACILITIES

A penalty can be waived off only in case of sick leave (subjected to submission of
medical reports) and matter of serious concern (Bereavement etc..) with reporting
authority’s approval.

Expense Eligibility & Reimbursement Policy

Any expenses made for official use such as travel conveyance & phone can be
reimbursed by filling & submitting reimbursement form along with supporting
receipt/bills to accounts dept. with their reporting authority's approval as per
company policy and eligibility listed in the table below. Expenses are reimbursed
based on actual and not exceeding the eligibility limits.

Travel Out of City:

An employee travels out of city for official purpose need to follow the eligibility
limit as per the table given below and a mail of scheduled travel plan must be
sent to HR Dept. Employees may request for travel advance if required.

Daily Boarding
Salary Mode of travel Travel Allowan Allowance Own
(CTC) in Train/ within ce in Metro Others arrangem
Grade Rs/. Flight Bus city Rs/. in Rs/. in Rs/. ent in Rs/.
6000 to 02 Class
nd Ordina
M-I 10000 Train Ordinary ry Bus Rs.200/- Rs.500/- Rs.300/- Rs.300/-
>10000 to 02nd Class Ordina
M-II 15000 Train Deluxe ry Bus Rs.300/- Rs.600/- Rs.400/- Rs.400/-
>15000 to 3 Tier A/c Semi Rs.1000
M-III 25000 A/C Train sleeper Auto Rs.400/- /- Rs.800/- Rs.500/-
>25000 to 3 Tier A/c Semi Rs.1200 Rs.1000
M-IV 40000 A/C Train sleeper Auto Rs.500/- /- /- Rs.500/-
>40000 to 2 Tier A/c Semi Rs.1500 Rs.1200
M-V 60000 A/C Train sleeper Taxi Rs.500/- /- /- Rs.0/-
>60000 & A/C Rs.1500 Rs.1200
M-IV Above Flight Sleeper Taxi Rs.500/- /- /- Rs.0/-

23
 SUPERSEVA COMPANY POLICIES,
BENEFITS & FACILITIES

Travel within City:

The mode of travel within the city must be approved by reporting authority (by
bus, auto & 2-wheeler & 4-wheeler) and reimbursement will be given based on
below table.

Salary (In INR) Eligibility/ Month (In INR)

0 to 15K 700
15K to 20K 1000
20k to 30K 1200
30K to 50K 1500

Phone Reimbursement
Employees who are not provided phone by the company and are required to
make use of call through personal phone can reimburse the expenses as per their
eligibility listed below.

Salary (In INR) Eligibility/ Month (In INR)

0 to 15K 300
15K to 20K 500
20k to 30K 800
30K to 50K 1000
50K & Above 1200

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 SUPERSEVA ADDITIONAL BENEFITS &
COMPENSATION

Employees will be eligible to avail employee benefits policy (Salary/ Loan advance,
Education & Vehicle Policy etc.) only after confirmation of their employment in the
company.
Kindly Note, That the benefit offered by the company such as Education Policy,
Children Education Policy, Vehicle Policy & Share allocation will be in lieu of
Gratuity as per eligibility of the employees.

Salary/ Loan Advance

Employees can opt for salary or loan advance from the company up to 50% of their
monthly salary which will be deducted into two/three installments from their
salaries. Employees under training/ probation & notice/warning period are not
eligible for such benefits. Salary advance will be processed within Two working days
on application submitted to Reporting Authority - > HR Dept. - > Accounts Dept.

Education Policy
Education Policy for Employees:
• SuperSeva provides financial support to the employees who participate in
externally sponsored educational courses and have completed at least three
years in company.

• There is a reasonable expectation that the person shall remain in the company
for a sufficient period of time to provide a fair return for the reimbursement
costs (agreement). Complete policy can be collected from HR- Dept.

Education Assistance for Employee’s Children:

• An employee falling under ESI category will be eligible for reimbursement of
their Two children’s school fee up to INR 1000/- (Rs. One thousand) for each
child every month on successful completion of Five years of service in the
organization.

• Employee with the CTC of below six lakh will be eligible for reimbursement of
their two children’s school fee up to INR 2000/- (Rs. Two thousand) for each
child every month on successful completion of Ten years of service in the
organization.
Conditions: Reimbursement of the fee will be 50% of the actual fee paid to school/
college and as per eligibility in Education Policy. 25
 SUPERSEVA ADDITIONAL BENEFITS &
COMPENSATION

Vehicle Policy
• An employee who serves the company without a gap in the employment in the
company for more than Two Years can avail the vehicle from the company
(under the flexible benefits plan to employees, as a part of compensation or as
a part of compensation offered during appointment in the company).

• An employee can opt for the 2-wheeler & 4-wheeler costing maximum to the
extent of 50% their present annual CTC.

• Employees are required to bear the 15% of the cost of the vehicle and company
will bear balance 85% of the cost of the vehicle.

• In case the cost of the vehicle exceeds 50% of their present annual CTC,
employees have to bear the additional cost over and above 50% of their
present annual CTC. This is exclusive of 15% of their present annual CTS.

• There is a reasonable expectation that the employee shall remain in the

employment of the company for a sufficient period of time to provide a fair
return for the reimbursement costs (Agreement Three Years for 2-wheeler &
Five Years for 4-wheeler).

• Complete policy can be collected from HR- Dept.

Shares Allocation
The company may also allocate company's shares to its employee after
completing Two Years in the service of the company under employee benefits
scheme (ESOP).

Insurance
All employees are covered under Group Accidental Insurance Policy of the
company only for self and a minimal premium for the same will be deducted once
in a year.
Employees may opt for group health insurance of the company by contributing
individual insurance premium. (For more details, kindly contact HR Dept.) 26
SUPERSEVA CAREER GROWTH, REWARD &
RECOGNITION

Training & Development

Employees need to undergo training time to time as required by the management
to facilitate career growth of the employees and business vertical.

Appraisal/ Revision & Promotion

Appraisal or salary revision of an employee is completely based on the
performance of the employee and business requirements. Generally, a year is
accounted for salary appraisal. However, salary revision and promotion may
happen at any time based on business requirement and change in roles &
responsibility (KRA) of the individuals. Yearly salary increment will be effective
from 14th month onwards in case joining falls on or before 16th of the month.

Reward & Recognition

Under this scheme, employees are awarded and given cash prize for their
outstanding performance.

Referral Bonus
Under this scheme employees are rewarded with cash benefit for referring a
suitable candidate for open recruitment position after successful completion of
three months of service by the referred candidate.

Loyalty/ Gratuity
Employees salary under the bracket of INR 15,000/- (Rs. Fifteen thousand) are
rewarded with cash prizes Five times of their net pay in four installments on
successful completion of Five years of continuous service in the company.

Employees with the salary above INR 15,000/- (Rs. Fifteen thousand) are given
gratuity & other benefits in lieu of gratuity under the employee benefits scheme
on completion of five years of continuous service in the company. 27
 SUPERSEVA EXIT FORMALITIES

Employment Suspension & Termination

Employment termination or suspension may take place with or without any
intimation to the employee in below conditions:
• In case of any deviation from the company's policy/ professionalism or failure in
performance, employee may be suspended with immediate effect and
appropriate action will be taken or employee may undergo (PIP) Performance
Improvement Plan with the warning notice of Fifteen days and his performance
will be monitored very closely by the management. In case of no improvement
observed during this period then employment will be terminated with immediate
effect with or without any further reference to the employee.

• An employee will be treated as “absconding” if he/she is absent from work for

more than Two consecutive working days without any intimation to the reporting
manager and disciplinary action will be taken as per the absconding disciplinary
process. He/she will be issued an absconding letter to his/her provided
residential address with the warning to report to duty within Two days failing to
which his/her employment will be terminated with or without any further
notification. Absconded Employees will not be eligible to get any pay/due from
the company.

• In case of any unauthorized utilization of the facilities provided for/at the work,
miss-utilization of funds, non-adhering to the company policies, attitude,
misdemeanors, sexual harassments, criminal activity etc.; other than
organizational restructuring, the company has no obligations to provide any
notice and employment will be straight away terminated.

Resignation & Relieving

Once resignation is accepted by the reporting authority an employee must serve
proper notice of resignation as per the company policy. The notice period is Fifteen
days during probation and Thirty/ Sixty days after confirmation.

In case of shortfall of notice of resignation, employee will be liable for lieu of

shortfall notice period salary from their full & final pay or pay back shortfall notice
period salary to the company only than relieving and exit formalities will be
completed or else it will remain unsettled.
28
 SUPERSEVA EXIT FORMALITIES

An employee must & should give complete handover of responsibility to the

other identified person without hiding or negligence of any briefing in
knowledge transfer, data misuse, deletion of information etc. and should hand
over all company's belongings/assets to the concerns authority and opt for “no
dues” signature to proceed their exit formalities. Failing to which, exit and
settlement formalities may delay till further clarification/completion.

Employees will receive their relevant relieving & experience certificate only after
complete exit formalities and no due clearance by the company within Seven-
Fifteen working days after relieving from the service of the company.

Full & Final Settlement

In case an employee is separated from the company for whatsoever reason
(except organizational restructuring) prior to six months then the employee will
be liable for the deduction from their full & final settlement pay for the expenses
made by the company towards training, ID cards, verification cost, uniform costs
etc.

In all the cases the full & final settlement of salary or any other dues will only be
released after ninety days from the date of relieving from the service. An
employee will lose the eligibility of full & final pay from the company in case of
violation of “Non Discloser Agreement” and “Employment Clause / Service
Conditions” of the company.

Note: F&F can only be collected after 20th of Third month

29
 SUPERSEVA PAYMENT POLICY, TERMS
& CONDITIONS

Salary:

Salary will be processed automatically into the employee’s bank account on the
salary date designated by the company post which salary slip will be provided to
the employees. In case of delay in salary process due to bank holidays etc., prior
notification will be sent to the employees and employee may opt for partial salary
advance from the company. Salary of the employee may be put on hold with or
without any intimation to the employee in case of resignation, abscond,
employment under warning or ongoing discrepancy with the employee and it will
be released only after the final discussion/settlement. Salary offered to employee's
are confidential and any discussion or disclose of the salary to any other employee
or an unauthorized person has strictly prohibited, deviation to which may cause
appropriate action against the act. New Joiner's salary will be released along with
next month salary in case of joining falls on or after 25th of the month.

Referral Bonus:

Referral bonus is provided on referring a candidate by an employee, only if

referred candidate works in the company for Three months. Referral bonus is INR
1000/- (Rs. One Thousand) Per Candidate.

Annual Bonus:

The bonus is payable only on completion of one year only in the month of Oct/
Nov calculated on pro-rata basis considering financial year i.e. April to March. It is
further agreed between the company and employees that the retention, variable
or incentive payable if any based on your performance and productivity is in lieu
of any other bonus including bonus based on profits payable under any law.

Loyalty Bonus:

Loyalty bonus is paid on completion of Five years of continuous service in the

company. It is paid as Five times of employee’s Net Salary of at the time of
employee completes Five years of continuous service in the company, only to the
employees who falls under the category of INR 15,000/- (Rs. Fifteen Thousand)
salary. It is paid into Four installments, quarterly. 30
 SUPERSEVA PAYMENT POLICY, TERMS
& CONDITIONS

Gratuity:

Under company's employee benefits scheme such as- allotment of company's

shares, availing education reimbursement policy, children's education fee
reimbursement policy, vehicle policy etc.. will be in lieu of gratuity payable under
any law.

Retention Bonus:

Retention Bonus is always paid on successful completion of One Year into Two/
Three installments, Yearly/ Half Yearly (as offered during appointment) as below –

1st Installment: On completion of First-year – 50%

2nd Installment: On completion of the Second year – 25% or 50%
3rd Installment: On completion of the Third year – 25% or NA

Variable Pay:

Variable pay is purely performance based, payable only on successful completion

of one year of the service, into Two installments, Half Yearly. It is proportionate of
on achieving the given target and not applicable if performance is 50% & below
and paid proportionately upwards on over & above achieved target.

Incentives:

Incentives are paid monthly & quarterly as applicable.

Reimbursements:

Any expenses made by the employee to fulfill company’s requirement or travel/

phone expenses should be per-approved in written by the authority and can be
reimbursed by submitting reimbursement form to accounts with the approval
signature of reporting authority only as per company policy and eligibility.

31
 SUPERSEVA PAYMENT POLICY, TERMS
& CONDITIONS

Salary Advance/ Loan:

Employee completed Six months of service in the company only can request for
salary advance up to 50% of their monthly pay prior which will be deducted
maximum into three installments. Salary advance is subjected to approval of
reporting authority and request processing may take two days.

Education Fee Reimbursement:

As per education policy of the company, an employee can opt for 50% of their
education fee reimbursement with a reasonable agreement of employment with
the company by submitting request to HR Dept. Reimbursement is subjected to
management approval and can not exceed 50% of employees annual CTC.

Employee's Children Education Fee Reimbursement:

An employee completed Five years of service in the company can opt for 50% of
children's education fee reimbursement not exceeding INR 1000/- (Rs. One
Thousand) per month, up to two children's. The pay will directly be done favoring
school/ college.

An employee completed Ten years of service in the company can opt for 50% of
children's education fee reimbursement not exceeding INR 2000/- (Rs. Two
Thousand) per month, up to two children's. The pay will directly be done favoring
school/ college.

Vehicle Benefit:

As per company vehicle policy employee wish to opt vehicle by the company (2-
wheeler/ 4-wheeler with agreement of Three years & Five years respectively) will
only be paid 85% of the cost of the vehicle not exceeding 50% annual CTC of the
employee.

32
 SUPERSEVA PAYMENT POLICY, TERMS
& CONDITIONS

F & F Settlement:

The full & final settlement of salary or any payment such as Variable, Retention,
Incentives, and Conveyance etc. (if applicable) during the notice period or
separation from the employment for whatsoever reason will only be released after
Ninety days as per F&F Settlement policy of the company.

Pay Terms & Conditions

• Employees will not have any right to claim retention, variable or incentive pay
from the company, if resign, abscond or separated from the company for
whatsoever reason.

• Employees need to claim Incentives/ Variable/ Retention when due immediately

within Three months otherwise pay will not be valid.

• ESI, PF, PT, TDS, LWF etc. will be deducted as per prevailing norms and statutory
terms & conditions. The company will also deduct any loan/ advance or any
other applicable deductions directly from the salary.

33
 SUPERSEVA E-MAILS & SAFEKEEPING

E-mails
No business mail should employee communicate through their personal mail ID,
deviation to which will cause appropriate action against the act.

Safekeeping of company's assets/ belongings

Employees will be provided assets from the company based on the requirement of
business type (laptop, phone, uniforms etc.) Employees are responsible for
safekeeping of the company's assets and any loss/ damage should be immediately
notified to reporting authority and HR Dept. and employee should replace the loss
or the same will be adjusted from employees pay.

Do's & Don’ts

• In case of any employment/ salary related discrepancy or concerns please
discuss only with your reporting authority and HR Department, such discussion
to any other colleague or unauthorized persons is strictly prohibited.

• No business mail should be communicated through employees personal mail id

unless approval has taken in written.

• No common mail id created for service coordination should be used for

individuals employment concerns. Kindly use personal mail id for such
communications.

• Kindly maintain confidentiality wherever required in official matters, appropriate

action will be taken in case of negligence observed.

• Use of personal social media and communication mode such as Gmail,

Facebook, twitter, LinkedIn etc. are strictly prohibited during office hours.

34
 SUPERSEVA EMPLOYEE SAFETY/
MISCONDUCT & ANTI HARASSMENT
POLICY

Misconduct & Anti Harassment Policy

SuperSeva is committed to provide all employees an environment free of any kind
of harassment or misconduct based on race, color, sex, religion, sexual orientation,
national origin, genetics, disability, age, or other factors that are unrelated to
SuperSeva's legitimate business interests.

SuperSeva will not tolerate sexual advances, actions or racial or religious slurs,
jokes or any other comments or conduct in the workplace that creates,
encourages, or permits an offensive, intimidating or inappropriate work
environment.

In line with Indian Labor laws, SuperSeva has setup the Anti Harassment
Committee. The committee would work towards preventing and prohibiting
inappropriate, intimidating, or otherwise offensive sexually related conduct. The
law also specifies a demographic composition for the committee and mandates
that it also consists of an external person who is not personally or professionally
related or in any way connected to the employer.

The committee is a reflection of how seriously we are committed to our basic

belief of respecting the dignity of the individual and seeks to provide a forum for
employees.

http://rebrand.ly/SuperSevaAntiHarasmentPolicy

The committee members will objectively investigate any concerns that may be
raised by employees and provide recommendations.

Resolution process

A formal investigation is initiated by raising a written, which should contain:

• The name and all known details of the person/s allegedly causing the
harassment

• A description of the incident/s, including the date/s, location/s, witnesses, if any,

or any other information that might be relevant.
35
 SUPERSEVA EMPLOYEE SAFETY/
MISCONDUCT & ANTI HARASSMENT
POLICY
• A committee is set up to investigate the case, who will interview the employees
involved, to determine the fact's.

• The committee will submit a report to the management, for a decision.

• Management will decide on the appropriate disciplinary action, which may

include a stern punishment of dismissal from services.

• SuperSeva treats all allegation of discrimination and harassment as serious.

• False accusations will not be tolerated, and may be subjected to appropriate

disciplinary action.

• Retaliation against those reporting harassment is prohibited by law including

hurtful employment action against an individual and such acts will be treated as
major misconduct.

• Employees/ group who found in retaliation activity against those reporting

harassment will be treated as seriously as an alleged case of harassment even if
the original harassment complaint is not proven and appropriate action would
be taken against them.

• Anyone suspecting or experiencing harassment and or retaliation against any

harassment complaint should report to hr@superseva.com.

Employee's Responsibility towards anti harassment policy

Create and maintain a harassment free environment and it is the responsibility of

all employees to report incidents of discrimination, harassment or retaliation
regardless of the offenders identity or position. SuperSeva guarantees that no
employees will be disadvantaged in their employment as a result of lodging a
complaint.

36
 SUPERSEVA EMPLOYEE SAFETY/
MISCONDUCT & ANTI HARASSMENT
POLICY

In case of any harassment or inappropriate conduct keep it confidential and do

not publicized alleged harassment without following the reporting procedure and
notify/ report only to appropriate authorities for investigation of the matter.

If possible, speak with the individual directly and inform him/ her that you feel the
behavior is in appropriate. Direct communication is the most effective means of
stopping such acts.

If direct communication is not possible or fails to stop the behavior, report the
case to hr@superseva.com and it will be taken care through proper channel.

If you are accused for any misconduct or harassment, please evaluate what may
be inappropriate behaviors of a sexual nature and/or sexual harassment or
misconduct and if you fear that your own behavior has been misunderstood, take
the time to explain and apologize, else be patient to intervene by committee and
HR team for proper resolution of the matter.

In case of any grievances please follow escalation matrix as below-

• First point of contact- Reporting Authority

• Second Point of Contact- HR Department
• Last Point of Contact- Higher Management

For Your help & support, Kindly Contact-

• Employment/ Salary Related: HR Helpdesk- hr@superseva.com

• IT/ Network Related- IT Helpdesk- it@superseva.com
• To refer CV, share it to jobs@supersevak.com
37

SuperSeva Services Pvt. Ltd. www.superseva.com

#L-174, 6th Sector, HSR Layout, Bangalore- 560102. +91 9686 450 749