Timesheet Adjustment Process

Created by Mitchelle Mendez - Client Management Director, Modified on Thu, 31 Oct, 2024 at 7:27 AM by Medz Polestico

PURPOSE

This document outlines the timesheet adjustment for the worked hours and paid leaves of the remote contractors.

PROCESS OWNER: Compliance Data Analysts (updated on May 15, 2024)

DEPARTMENT: Operations Admin

If a timesheet note is added, Compliance Data Analyst (CDA) to validate the attachment
Characteristic of a valid timesheet note attachment/screenshot;
- Remote contractor (RC) indicated the total number of worked hours and corresponding date/s
- Client approved/verified the staff’s worked hours
If there's no attachment or attachment is irrelevant/invalid, CDA to refer the matter to the assigned Client Relations Executive (CRE).
CRE to coordinate with the RC and client if necessary, ensuring that there is an appropriate client approval for the said timesheet adjustment request.
RC to re-file the timesheet adjustment request by uploading client's approval in jpg, jpeg, jfif, pjpeg, pjp, png, docx, doc and pdf format only (Max 5Mb per file size) and hit on SAVE
CDA to validate the updated attachment and adjust staff’s timesheet accordingly.
We will follow, “No Notes, No Attachment = No Adjustment” Policy.

If RC filed a timesheet note ticket, CRE to add a note and attach client’s approval on RC's Timesheet via RS portal ver 2.0 and verify the validity and relevance of the request
Transfer ticket to Compliance Data Analyst (CDA) to note in the timesheet tracker
CRE to introduce/assist the RC to file all timesheet notes moving forward to RS portal ver2.0.
CDA received timesheet note ticket from CRE, verify the validity and relevance of the timesheet note request
Add note/comment on timesheet tracker
Reply a note of acknowledgement in the ticket
Resolve and close ticket.
Or, CRE to reroute RC’s timesheet note ticket to be filed on RS portal ver2.0 to ensure that moving forward all timesheet notes must be filed on RS portal.
Freshdesk ticket response maximum Service Level Agreement (SLA):
Urgent - 2 hours
High - 4 hours
Medium - 8 hours
Low - 24 hours / 1 business day

Expected adjustments of all acknowledged timesheet notes in the portal will be every weekly adjustment, Tuesday. This covers outside of the daily adjustments.

After finalization (12:00 noon-onwards), CREs run through the timesheet tracker for final checks

For any internal dispute (by CDA or CRE) after timesheet adjustment finalization and prior to scheduled pay run (Day 2 of 3 for RC Pay), raise the issue as urgent (thru ticket) to the Payroll Officer for action:

CDA: request unlocking of timesheet for particular remote contractor and date for adjustment, then update the Payroll Officer
Payroll Officer: Unlock the timesheet in line with the request by CDA
CDA: Adjust the disputed hours accordingly
Payroll Officer: Include disputed hours in the RC pay and relay to Disbursement Officer, if needed

Update ticket with the progress, and when resolved, tag ticket to close.

For any disputes raised by the remote contractor or client after the cut-off, it will be accommodated on the next scheduled payout.

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LATE NOTES

CREs to set the Remote Contractors' expectations regarding the following schedule:

Late Notes for Midmonth Pay will be credited on the regular pay run if Late Notes is added before the regular pay run cutoff.
Late Notes for Regular Pay may be credited up to 2 months after the Late Notes request.
- Late Notes hours must be invoiced to clients first before it can be released.
- Invoices are normally sent to clients at the beginning of the month. If Late Notes is added after the client is invoiced but that invoice is not yet paid, CRE may request Accounts Team to revise then resend the amended invoice. If the invoice is already paid, Late Hours will be included in the next month's invoice.

CDAs to adjust the Remote Contractors' timesheet accordingly then reassign the ticket to: