1. Objective 

Refined the definition of Competency procedure in identifying performance and competency gaps, designing relevant training programs, and implementing and evaluating training courses that will lead to organizational effectiveness.

2. Scope

This procedure covers Training Needs Analysis (TNA) activities, designing, implementing and evaluating training programs for all Infinit-O team members, including new hires, tenured team leaders, and managers, to enhance role effectiveness and career growth.

3. Definition of Terms  

4. Responsibilities

1. Department Head

• Identify and provide the target audience, required skills, knowledge, behaviors, and budget for the training being requested.

• Complete and submit the Training Request Form.

• Set up a meeting with HR-LOD and work together to define and agree on the success measure of the requested training. 

• Serves disciplinary logs for non-compliance of team members and immediate supervisors 

2. HR-LOD Manager

TNA

• Work with the concerned department as needed in identifying the needs and measurement of success of the training program.

Training Execution

• The one who oversees the proper implementation of this procedure, ensuring that training policies and procedures are properly applied, and monitors compliance and effectiveness throughout the training process.

Building Org Capability

• Determine developmental requirements in building organizational capability and create programs to address the needs. 

3.   HR-LOD

• Responsible for the end-to-end training process, including assessment, design, development, implementation, and evaluation of programs to meet organizational and employee development needs.

• Responsible for tracking post-training impact in line with the achievement of the agreed-upon measures of success based on learning objectives.

• Tracked attendance during training sessions. Inform the immediate supervisor of team members who are unable to attend the creation of discussion logs.

• Address any concerns and gather feedback.

4.  Team Members

• Ensure attendance at all training sessions.

• Commit to completing the program without absences and within the time provided. 

5.  Immediate Supervisor 

• Identify the direct reports who need to participate in LOD programs.

• Work with the Group Senior Manager or Director in finalizing the list of participants for LOD programs. 

• Notify HR-LOD  about their attendance.

• Responsible for getting the commitment of the direct reports to attend and complete all mandatory training prior to enrollment into LOD Programs.

• Responsible for executing the disciplinary process in cases where clauses in this program are not complied with. 

6.  Finance

• Manage salary deductions for non-compliance.

5. ProcedureTraining Program 

1. Training Program

1. As the need arises, HR-LOD will conduct a TNA and program review with the CSG and Admin group, wherein the following organizational elements shall be reviewed and analyzed with the Department Heads:

• Programs conducted and not conducted 

• Job Description 

• Previous TNA Interview results 

• Surveys 

• Performance evaluations 

• Skills inventory 

• Changes in equipment and technology 

• Training Requests 

• Competency  

2. HR-LOD and concerned department heads identify performance gaps and training program issues. 

3. The HR-LOD shall determine whether the gaps identified are knowledge-skills-related performance or training program issues. 

1. Those gaps that are outside knowledge and skills issues can be addressed separately as per the recommendation from HR-LOD.

4. The HR-LOD, together with the concerned department, will determine the appropriate strategy for the gaps identified, which could be: 

• Re-designing Program 

• Developing Instructional Materials 

• Outsourcing Training Providers 

• Designing new programs 

• Revisiting Competency Level

2.  Mandatory Courses

• All team members are required to complete the mandatory courses defined by ELT and HR-LOD. 

1. All newly hired team members should complete the mandatory courses within the following timeframes:

PH Critical Courses Timeline: 30-day completion period

PH Non-Critical Course Timeline: 60-day completion period.

INDIA Timeline: 30-day completion period.

Failure to comply will result in disciplinary action under the company policy.  Refer to 5.2.3 Sanctions.

2. The list of mandatory courses may increase or decrease depending on the needs of the organization. Updated courses can be found in IO’s Learning Management System, Moodle. The frequency of refreshers is indicated in the matrix 5.2.1. Each course is reviewed before the refresher to check its relevance.

3. Sanctions

1. If the team member fails to complete a mandatory course, HR-LOD will send a notification to the immediate supervisor on the first instance of the missed deadline. The immediate supervisor will inform the team member of the completion within the next 15 days after the deadline. After the first two missed deadlines, they will progress to a Written Warning. The cleansing period is six months. Refer to the Table of Offenses: ACTS AGAINST OPERATIONAL POLICIES, NEGLIGENCE, INSUBORDINATION, specifically on Performance and Professionalism-Gross and/or Habitual negligence/misconduct. 

4.   Exemption for Team Members on Long Leave

1. Team members on long leave (e.g., terminal leave or maternity leave) are exempt from the completion requirements during their leave period.

2. They will be allowed to complete the course within 30 days after returning from leave.

3. Leadership (that requires nomination) and External Training

1. Enrollment must be completed in accordance with the established eligibility criteria to ensure participants are adequately prepared for the program.

2. To qualify for the external training, attendees must meet the following requirements:

• Completion of all mandatory courses prior to enrollment.

• No disciplinary lapses (DL) within the past six (6) months.

• A Performance and Talent Management System (PTMS) score of 80% or higher.

• Priorities are team members holding a leadership position and/or high-potential team members.

3. Submission of a nomination does not guarantee a slot in the program. All nominations will undergo a thorough review and selection process based on program capacity and eligibility criteria. The final selection will be determined to ensure the best fit for leadership development and organizational needs.

4. A fee may be imposed for failing to attend external training for non-compliance. Refer to 5.9 Penalties for Non-Compliance.

4. Designing and Developing Training Programs

1. The HR-LOD formulates the developmental objectives for the identified training course/s.

2. The HR-LOD will present the objectives to the concerned department head to verify appropriateness based on the need.

3. The HR-LOD and the concerned department head will finalize the objective.

4. The HR-LOD comes up with the contents, assessment tools, appropriate methodologies, and other pertinent information required for designing the training course.

5. The HR-LOD reviews the designed training courses to identify the results of the gap analysis.

6. The HR-LOD, as deemed necessary, has the option to get a third-party  provider to design and develop the training program, but should be aligned with the identified training needs and training budget.

5. Implementation of Training Programs

1. The HR-LOD will come up with a Training Plan/Calendar in coordination with the involved department.

2. The HR-LOD will inform target participants based on the enrollment form and prepare materials needed for the conduct of training.

3. Pre-work responsibility of the participants.

• The participant is responsible for the following after receiving the training information:

• Attendance confirmation for the scheduled training. (Refer to 5.6)

• Completing any pre-work activity as stated in the program/training kickoff.

• Truthful and honest in the output/activities that need to be submitted either as a group or an individual.

• Any violation of the above-stated items could lead to disciplinary action, depending on the severity of the case. 

6. Training Notifications

1. Training invitations will be sent via email, with acknowledgment and  confirmation required. 

1. The training request is sent out one month prior to the training delivery.

2. For training that would require nominations, leaders are notified a month before the training to finalize the roster.

3. Training invitations will be sent out to the participants and immediate supervisors one week before the training delivery.

4. Three days before the training, participants should have accepted their invitations. The final list of attendees will be based on the number of accepted invitations. 

5. The immediate supervisor is responsible for finding replacements if needed.

7. Training Attendance

1. Non-compliance

• Team members may be fine (Refer to 5.9) or get a discussion log for the following reasons:

• No prior notice is given to HR-LOD regarding the absence from scheduled training.

• Will be given to the participant and the immediate supervisor who cancels less than 4 days before the training.

• Confirms attendance but is absent on the day of training

• Withdrawal from the training would incur costs.

8.  Training Rescheduling

1. It is the responsibility of the participant to commit to the training completion since the training dates are given ahead of time. In case this is not met, we follow 5.8.2.

2. The participant is required to provide their Immediate supervisor with a  minimum of four days' advance notice of any inability to attend training.

3. TheImmediate supervisor shall then notify HR-LOD or the requesting  department regarding the non-attendance and find a replacement.

9. Penalties for Non-compliance for:

1. For external provider-led training, offenses result in salary deductions proportional to the training cost divided among confirmed participants.  Exemption from non-compliance with attendance can be given to team members who can provide documentation for valid reasons, such as hospitalization and emergencies.

2. Deductions are made in two installments: 50% on the 5th and 50% on the  20th payroll. Pro-rated costs vis-à-vis the attendance completed.

3. Failure to attend a scheduled, enrolled, and/or paid training session or seminar, regardless of whether it is facilitated internally or by an external partner, will result in disciplinary action as outlined in the company policy concerning ACTS AGAINST OPERATIONAL POLICIES, NEGLIGENCE, INSUBORDINATION, specifically with regard to Performance and Professionalism - Refusal and/or Failure to Attend Training. Please note that this may lead to disqualification for promotion and salary increases.

4. Non-completion of mandatory courses will result in the issuance of a disciplinary log. Refer to 5.2.3 Sanctions.

10. Evaluation of Training Program

1. The output/activities submitted by the participant will be assessed by the trainer to assess the knowledge and understanding gained from the training. Any failure to complete the training/course within the prescribed timeline will result in disciplinary action and sanctions. Refer to the Table of Offenses: Gross and/or Habitual negligence/misconduct.

2. The identified participants shall answer the Post Training Evaluation Form within 72 hours after the training to measure how well the participants received the training. This will also help to improve the training for future trainees and trainers.

3. The HR-LOD will collect the data from the Post Training Evaluation Form for analysis.

4. HR-LOD shall conduct the Training Effectiveness Survey on a quarterly basis for all leaders in order to evaluate and quantify training effectiveness through CSS. HR-ER  will support the distribution of the survey to participants.

11. Training Request

1. The HR-LOD will give a training request survey to the department heads aligned with the individual development plans of their team members as needed.

2. The HR-LOD will review the requested training and will determine what action will be taken next with the following considerations:

• The requested training is an identified immediate need of the requesting department.

• The VP of Client Solutions Group & HR-ER approves the requested training.

3. The HR-LOD will decide the best course to develop the program. Either we develop a training program or contract a third-party provider. If we choose the latter, two third-party providers will be sourced for comparison.

4. The HR-LOD will determine the best course for delivery (face-to-face or virtual) based on the organization's needs and logistical considerations.

5. For both in-house and outsourced training, the HR-LOD will review to ensure they align with business objectives and team members' development goals. We review the relevance, quality, and effectiveness of the training through a pilot test before the full implementation.

6. The HR-LOD will request the cost of the training or facilitate the processing of the training fee, if applicable, for the identified training program.

12. Training Records

• All hard/soft copy documents and records related to training are stored and kept for future reference. 

6.  Reference

L&OD Playbook Order Form 

Table of Offenses

7. Review and Revision

This policy will be reviewed annually by HR-LOD and updated as necessary.