Updated as of September 11, 2024 (relayed via Otie)

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

SCHEDULE

• Daily adjustment (7:00AM-4:00PM) - for date yesterday

• Weekly adjustment (every Tuesday) - Monday to Sunday of last week

• Mid-month finalization (16th of current month) - 1-15 of the month

• Monthly finalization (1st day of ff month) - 16-30/31 of the month
  

Below are the sequence of events from the time RC adds a timesheet adjustment note on the portal. 

I. Timesheet adjustment request is filed on the RS Portal

• 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. 

II. Timesheet adjustment request is received via Freshdesk as a ticket 

• 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 business hours

• High - 4 business   hours

• Medium - 8 business   hours

• Low - 24 business   hours / 1 business day 

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

 IV. For every RC payout, all timesheets should be adjusted and finalized on: 

• 16th  of every month for date coverage of 1 - 15 of the month

• 1st of the following month for date covering 16 - 30 / 31 of the month

• 8:00AM PHT - deadline of timesheet notes from RCs

• 10:00AM PHT - deadline of CREs

• 12:00NN till 2PM PHT deadline of CDAs

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

VI. 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, update the ticket status 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 and will be treated as a late timesheet adjustment unless if it's an error on our end.

Frequently Asked Questions 

1. What if the timesheet adjustment discrepancy was committed by either CDA or CRE. What should we do?

Kindly file a ticket on Fresh Desk and follow the steps below.

Verify with Payroll Officer when the crediting of the disputed hours will be scheduled.

Acknowledge the concern of the RC, apologize for the oversight and discuss when the dicrepancy will be credited to their account and on which invoice it will be reflected.

• CRE/CDA to acknowledge that there was really a disconnect on our end.
• CRE to file a ticket on Fresh Desk
  • Create a ticket on Fresh desk
    • Contact: (type in your RS email address)
    • Subject: DISPUTE - Timesheet Adjustment (Pay Period) | (Contract # Remote Contractor's Full Name; same name showing on the portal) [Example: DISPUTE - Timesheet Adjustment  (Pay Period: Jun 1-15, 2024) | Contract # 10000 - Bella Flores]
    • CRE: (Your name)
    • Client name: (same name showing on the portal)
    • Type: Request
    • Department: CRE
    • Inhouse Ticket Type: Compliance
    • Concern: Timesheet adjustment notes
    • Status: In Progress
    • Description
      • indicate a brief overview of the discrepancy and adjustments missed by CDA/CRE.
  • 
    • Group: Service Group
    • Agent: (Choose the assigned CDA for this client)
    • Internal Group: Service Group
    • Internal Agent: (Payroll Officer - Monica)
    • Priority: Urgent
    • Contractor Name: Type the affected RC's name
    • Tags:dispute
    • Click Create