1. Objective

This policy aims to provide the guidelines in filling in personnel vacancies through a properly structured recruitment, selection, and placement process, being able to hire highly qualified candidates, either internally or externally, who have the technical and personal skills when and where positions are available and to continue improving and refining the Infinit-O’s recruitment, selection, and placement process.

2. Scope  

This procedure covers manpower request, sourcing, interviewing process, recruitment, and placement of personnel to all vacant and for pooling positions occurring at any level.

3. Provisions

1. Manpower Request

1. Manpower request shall be filed through Applicant Tracking System (ATS) before engaging any person for employment in case of vacancies arising from:

• The creation of a position or a new requirement in the team;

• Replacement needed, either on a permanent or temporary basis, due to resignation, team member transfer, and/or prolonged leave of absence;

• Where it is necessary to hire a temporary team member; part-time, project-based, or consultancy, to provide additional personnel support for a team.

2. All team member requisitions shall be fully justified in the following manner:

• Job Description of the position to be filled the project and tasks

• If the requirement is for a new project or service for an existing account, a Calibration Meeting is set to discuss the details.

2. Job Description 

1. Each position must have a written description of the basic function, specific duties and responsibilities, competencies, and qualifications needed for the position.

2. The Job Description will form the basis for classifying the position and establishing the salary rate.

3. Recruitment for a position shall commence upon approval of Manpower Request in the Applicant Tracking System.

4. Job Descriptions shall include;

• Statement of the basic function (major purpose of position and its role in the team).

• Specific duties and responsibilities.

• Competencies (both core and functional).

• Qualifications. (Education, Work experience, Skills needed for the position, etc.)

3. Internal and External Sourcing

1. Internal Sourcing. As a rule, Infinit-O team members shall be given first consideration whenever a team/group needs additional staff members and/or replacements for existing but vacant positions (if the team member is qualified and passed all the necessary screening process for the role), subject to the approval of the respective immediate supervisors. (Please refer to our Transfer Policy V3)

2. External Sourcing. Outside applicants shall also be considered alongside internal candidates to have more options to fasten the process. Outside applicants are tapped through the Databank where the Recruitment Team maintains records of past applicants and/or resumes of walk-in applicants, and through referrals. These applications and resumes are reviewed simultaneously with other sourcing channels.

• Applicant and Employee Referrals

• Paid and Free On-line Advertisement

• Online Resume Search

• Social Media Sites

• Recruitment Vendors

• Recruitment Consultants

• Rehire

Creative sourcing techniques such as but not limited to, are also being tapped and used for hard-to-fill and targeted positions.

• Colleges and University Career Fair and Partnerships

• Headhunting

• Recruitment Open house

• Bring-A-Colleague Activity

• Online Recruitment Partnerships

• Sign-on Bonus

• Additional HMO Dependents

• Special ERP events

• Special Branding initiatives

4. Requirements

1. Qualifications for the job, potential contributions, Business Acumen, Corporate Steward, Interpersonal Sensitivity, Problem Solving and Decision Making, Communication Skills,Data Management, Relevant Professional Understanding, Proficiency in the Use of System and Tools, People Development, Strategic Management, and suitability to the team to which he/she will be assigned and to the job are the primary considerations in hiring both from internal and external sources.

2. All job applicants, including internal applicants, undergo customized project tests. External applicants are asked to complete the application form.

3. All job applicants will undergo an HR Interview which includes:

• Basic Information Check

• Competency-based Interview - Business Acumen, Corporate Steward, Interpersonal Sensitivity, problem-solving, and Decision-making and Communication Skills

• Infinit-O Competencies, PRIDE, and Malasakit

4. Once a candidate passed the HR Interview, the candidate should undergo a Hiring Manager Interview which includes:

• Competency-based Interview:

• Technical Competencies - Data Management, Relevant Professional Understanding, Proficiency in the Use of System and Tools, computer based assessments (if applicable)

• Leadership Competencies - People Development, Strategic Management

5. Interviews can be administered via Teleconferencing or face-to-face interview.

6. Interview sessions shall be scheduled with the following:

• Levels 1 – 3 with Team Leaders, corresponding Manager/VP/Client (if needed/requested)

• Level 4 with VP

• Level 5 and up with ExeCom

5. Hiring Considerations

1. Existing team members shall be given first consideration, for internal job postings, whenever a position is vacated or a new one is created provided the account head and/or the corresponding client to which the team member belongs shall allow the movement (if the team member is qualified and passed all the necessary screening process for the role). Please refer to our Transfer Policy V3.

2. There shall be no discrimination against any team member or applicant because of membership or non-membership in any church, society, or any other legitimate organization or association.

3. Hiring is based on the applicant’s competencies, professional behavior, related working experience, and educational qualification.

4. Employment of Relatives. The following shall be observed in considering candidates for employment who are related to incumbent team members:

• No spouse, Common-law wife or Live-in Partner of any existing team member may be hired within the same team.

• A relative of the active team member may be considered for employment upon qualifying with the requirements for the position

• Team members related to any candidate shall be disqualified from participating in any discussion or decision-making relating to the possible employment of such relatives.

• No relatives of an incumbent team member may be assigned to the same team and supervise the other.

• The exception to any of the above rules, where strong reasons and circumstances to justify, shall be determined and ruled upon by the Execom.

5. Personal Relationships while Employed

• If two team members, who work together in the same team, where one supervises the other, enter into a personal and intimate relationship, one team member must be transferred to another team or be separated from Infinit-O.

• A team member who is part of any Admin Team (such as IT, HR, F&A, SSP, SSG, Legal and Compliance, etc.) and has a personal or intimate relationship with any Execom members or with any team members assigned to a client account must ensure that both parties must sign a Declaration of Relationship. This declaration should be submitted to a member of the Recruitment Team and HR at the time of contract signing.

6. Re-employment

• Re-employment is permissible after an investigation of the previous period of employment and the former team member’s performance. Re-employment is subject to eligibility checks through HR. If no records are found, we check with the previous line manager.

• Such applicants are subject to submission of the usual pre-employment procedures including but not limited to Pre Employment job offer Medical checks and Background employment Checks. 

• The former team member may be considered for re-employment when it is established that he/she has been in good standing at the time of his/her previous termination of employment with Infinit-O.

• For re-employment, a residency with Infinit-O shall start anew as if he/she is newly hired.

• Re-employment requires approval from either the Hiring Manager or the VP, based on the recommendation of the Recruitment Team. This approval should be obtained via email and recorded in our Applicant Tracking System (ATS).

6. Reference Check

1. NBI (National Bureau of Investigation) Clearance, which is part of the employment requirement, is submitted by all new hires upon employment if available. If in case of “name hit”, NBI Clearance is submitted upon release as indicated in the receipt.

2. Reference check shall be conducted on selected candidates for Job Offer to confirm the information obtained from one’s application and resume. It must be conducted before the job offer, however, if time does not permit, it must be conducted after the job offer and must be finished within a week after the commencement of employment.

3. There should be a minimum of three and a maximum of five reference names/contact numbers from the applicant’s previous employer; another previous employer may be used if the candidate has not resigned.

4. Reference checks done should be a minimum of 3, and a maximum of 5 saved in the ATS for future reference.

5. Thorough Background Investigations are required for the following roles:

• Team Leaders, 

• Managers, and Executives, 

• Admin Personnel,

• Financial Services,

• as requested by the Client/Hiring Manager,

• as recommended by Recruitment during the calibration meeting.

7. Job Offer

1. The Job Offer Letter should state all the details:

• Position Title

• Employment Status

• Job Description

• Immediate Supervisor

• Start date

• Compensation & benefits package

• Consent for Pre-Employment Medical and Reference

2. Job Offer is presented with the following documents:

• Letter of Job Offer

• Letter of Engagement 

• Contract of Employment

• Confidentiality and Non-Disclosure Agreement 

• Internet Usage Policy

• Training Agreement as necessary for selected accounts  

• Table of Offenses

• Waiver/Consent for Pre-Employment Medical and Reference

• New Hire Pre Employment Checklist

3. The job offer is presented by the assigned account recruiter.

4. The contract is to be signed by the candidate, witnessed by the assigned recruiter, and signed by the official signatory of the Human Resource Department. A job offer can be signed using an electronic signature system or physically signing the document. 

8. Pre-employment

1. A candidate who decides to accept the job offer must comply with all necessary pre-employment requirements of Infinit-O. If possible, all mandatory employment requirements such as SSS, Philhealth, TIN, and Pag-IBIG should be submitted during the job offer or on/before the start date.

2. New team members must complete their mandatory employment requirements on/before the Start Date. In case of immediate hiring, the new hire must complete the mandatory employment requirements within the first week and a maximum of 30 days for other requirements. If and when, the new hire cannot submit the mandatory requirements, the new hire will be given 5 days to complete them. The new hire can avail of (1) one leave credit to process all mandatory requirements.

3. Failure of the new team member to complete the submission of pre-employment requirements within the stipulated date of submission deadline will result in Disciplinary Action and payroll being put on hold until requirements are met. A Discussion log will be issued to the team member stating the violation from the Table of Offenses.

4. All employment papers should be ready and duly signed by the appropriate signatories before any applicant (including contractual team members) starts to work.

5. BIR 2316 Form must be submitted within 30 days after hiring. In the event a team member is unable to submit, the team member will be liable for income tax return consolidation for the full year.

4. Provisions

1. Executives, Managers, Sales Operations, and Leaders

• Responsible for filing manpower requests via the Applicant Tracking System and creating job descriptions for a specific position. The assigned recruiter/s is responsible for setting up a quick meeting with the hiring manager for the profile of the person to be hired if there is a need to calibrate

• Responsible for second/third level (Operations) interviews of applicants. All team members involved in the hiring process will be responsible for ensuring a fair recruitment process and adhering to the procedures and requirements of this policy.

• Responsible for setting up client interviews

• Responsible for giving feedback within 24 - 48 hours

2. The Recruitment Team is responsible for releasing an announcement indicating therein the qualifications and job specifications of the vacant position to get internal candidates (if agreed) where no supervisor/head initiated transfer/promotion of any team member.

3. The Recruitment Team is responsible for making job advertisements for all sourcing platforms.

4. The Recruitment Team is likewise responsible for checking if the content of the job posts is up to date and attractive to applicants. They are also responsible for joining job fairs and liaising with colleges and universities to harness a fresh pool of candidates.

5. The Recruitment Team is responsible for contacting and setting up initial interviews for resume-screened applicants. They shall likewise coordinate and set all the interviews during the course of the application process.

6. The Recruitment Team is responsible for the initial screening of applicants and administering the written and verbal tests required.

7. The Recruitment Team is responsible for extending a job offer.

8. It is the role of the recruitment team to ensure fairness, equity and consistency of application of this policy. The recruitment team will provide advice and support to recruiting managers.

9. Both external and internal candidates who apply for a vacancy are expected to comply with the requirements of this policy.

5. Frequency

1. Recruitment Turnaround time (from filing the manpower request to closing the position)

1. Job Grades 1-3, except IT and Financial Services related positions, shall have forty-five calendar days (30)

2. Sixty calendar (60) days for IT, Financial Services positions, Support, and Team Leaders

3. Ninety calendars (90) Days for Managers, Executives, and Above

4. The Recruitment Team should be able to  process and endorse candidates within 7-14 days of the vacancy opening. Operations Interview will start on 15th day and the recruitment turnaround time to close MRF shall be at 30 days average for all positions.

2. Reports

1. Weekly Recruitment Updates on Applicant Tracking System for Open and Closed MRFs

2. Loss of Revenue, Quality of Hires, Applicant Experience Survey

• Monthly

• Quarterly

3. End of Week Candidate Endorsement to Operations Report

6. Distribution

1. Team Leaders

2. Managers

3. Strategic Leadership Team

4. HR Team

7. Usage

1. Manpower Request

1. For all manpower requests, Hiring Managers should completely fill-out the Manpower request form via the Applicant Tracking System.

2. Job description (Basic Function, Specific Duties and Responsibilities, Education and Experience, and Qualification) of the position should also be completed for better sourcing efficiency. 

3. For New Roles in the organization, the Recruiter will schedule a weekly calibration meeting with the Hiring Manager to discuss details of the job, to profile the type of person to be hired, and the type of data that the new hire would be handling (Private, Confidential, Public).

4. Right after the meeting the Recruiter will send the MOM and immediately starts sourcing and scheduling applicants.

2. Sourcing and Advertising

1. The recruiter will start sourcing candidates using the job boards, database, and other channels. The recruitment team should give feedback to the Hiring Managers if there are candidates available based on the agreed specifications within 48 hours.

2. Open positions for internal candidates will be posted automatically on Infinit-O’s Career section upon approval of Manpower Request.

3. Recruiter will also update the Employee Referral Site if this is a new role to generate an additional source of candidates.

4. The recruiter is also responsible for checking their partnerships for possible candidate sources.

5. Hard-to-fill roles would be subject for Manager’s approval if it would be open to Vendor.

3. Pitch and Scheduling

1. When the Recruiter sees a qualified candidate based on paper screening, the Recruiter will need to get in touch with the candidate and create interest in the opportunity and the company.

2. Once a candidate is engaged, the Recruiter will initiate a call to further qualify the candidate and discuss the opportunity with the candidate and schedule the candidate for an initial virtual interview and examinations.

3. Once a candidate is scheduled for an initial virtual interview, it is the Recruiters responsibility to ensure the following tasks:

• Send out a virtual meeting invitation to the candidate.

• Give instructions on how to access and navigate the virtual meeting link.

• Set candidate’s expectations on the virtual interview:

• check device setup before the actual interview

• ensure a stable connection is available

• find a quiet space

• remind them of their appearance

4. First Level Assessment

1. All Recruiters will send the IO Careers Site Application Form link to the candidates to access the system

• Candidates will need to fill out an application form:

• Operations initiated exam (only if needed)

• Client initiated exams (excel, language, email and tech assessment, etc. only if needed)

• Recruiters need to make sure that the candidate has completed the forms & assessments.

• Recruiters need to make sure that the candidate has completed the Data Privacy Statement form.

2. If the applicant passes the exam, the Recruiter will proceed with the initial virtual interview. Recruiters will have a set of questions that they would need to ask to assess the following:

• Communication skills using an assessment tool (Annex B)

• Employment history, previous compensation details (salary, benefits, etc.), and internet connectivity details (speed, ISP, proof of complete address).

• Infinit-O Competencies, PRIDE, and Malasakit.

3. In cases wherein the Job Requisition requires an account-specific exam, the Recruiter will administer the account-specific exam once the candidates pass the initial interview. The Recruiter will be responsible for checking, or in some cases, sending the exam results to the Hiring Manager for checking. The recruiter will also be responsible for following up with the Hiring Manager.

4. Recruiters will submit the completely filled-out IO interview form to the TLs or Hiring Managers as they endorse candidates for the second and/or third line of interviews. All interview forms are to be uploaded in the Applicant Tracking system.

5. Recruiters will schedule the candidates who passed the 1st Level assessment to the Hiring Managers for another virtual interview.

6. Recruiters will plot the schedule for the Operations interview and Recruiters will send calendar invites to the Hiring Manager for the virtual interview schedule.

5. Second Level Assessment

1. The Recruiters will be responsible for preparing the candidates for interviews.

• Call/Text to remind the candidates to confirm attendance of candidates

• Send out a virtual meeting invitation to the candidate.

• Give instructions on how to access and navigate the virtual meeting app.

• Set candidate’s expectations on the virtual interview:

• check device set-up before the actual interview

• ensure a stable connection is available

• find a quiet space

• remind them of their appearance

• Update the interviewer immediately in any case that there will be cancellations.

• Remind TLs or Hiring Managers on the date/time of the virtual interview.

2. TLs or Hiring Managers will conduct a virtual interview.

3. All Hiring Managers should give immediate feedback to the Recruiters within 24 hours and upload the interview forms via the Applicant Tracking System. 

6. Client Interview

1. Hiring Managers should give immediate feedback (within 24-48 hours) to the Recruiters through email on the client's availability for a virtual interview.

2. Recruiters will coordinate with the candidates the client interview schedule and will send out calendar invites to Hiring Managers.

3. Recruiters will remind candidates of a scheduled virtual interview with the client and will:

• Send out a virtual meeting invitation to the candidate.

• Give instructions on how to access and navigate the virtual meeting app.

• Set candidate’s expectations on the virtual interview:

• check device setup before the actual interview

• ensure the stable connection is available

• find a quiet space

• remind them of their appearance

4. Clients will conduct interviews and give feedback to Hiring Managers within 24-48 hours.

7. Final Selection

1. For unsuccessful applications, candidates will receive a notification/ regret letter via the Applicant Tracking System.  Recruiters will provide feedback and update candidates' profiles in the database for future reference.

2. Upon confirmation with the Hiring Manager the Recruiter will conduct a character reference check for the successful candidate.

• Complete background checks are applicable only to IT, Team Leader, Managerial to C Level Executive positions, and all employees with a gross salary exceeding PhP 100,000.

• For all other roles, they will undergo the basic character reference check. Candidates will provide at least three (3) maximum of five (5) Character References which include previous immediate manager/supervisor, human resource personnel. Fresh graduates or zero (0) work experience candidates, can submit college professors as a character reference. This is asked from the candidate after passing the final selection process.

3. Once character reference results are done, the Recruiter will proceed to coordinate with the candidate for the Job Offer.

4. If in the event that the character reference results in a negative feedback, recruitment will disqualify the candidate.

8. Job Offer

1. For successful candidates, the Recruiter will properly tag the profile as hired in the Applicant Tracking system to the respective Manpower Request. Thus, will generate the New Hire Checklist for all business units.

2. Recruitment Team can revoke a Job Offer if there is  a legitimate reason for revoking the offer, such as follows:

• The candidate is not legally permitted to work for our company at this specific location.

• Candidate has falsified references or otherwise lied about a serious issue.

• Candidate doesn’t accept the offer within the specified deadline 

• Character reference or Background Check resulted in negative feedback.

3. Recruiters will generate a copy of the following documents to be signed by the candidate via Online Signing Platforms or physically signing the document:

• Letter of Job Offer

• Waiver and Consent for BI and Medical Examination

• Letter of Engagement 

• Contract of Employment

• Confidentiality and Non-Disclosure Agreement 

• Internet Usage Policy

• Training Agreement for Contact Center and Healthcare Vertical Hires

• Table of Offenses

• New Hire Pre - Employment Requirements Checklist

4. Upon signing of all the pertinent employment documents the Recruiters will need to collate Mandatory requirements from the candidates before Day1 or within 1st week, these include:

• Government ID’s (TIN, SSS, PHIC, HDMF)

• NBI Clearance

5. Other Supplemental requirements should be complied with by the new hire within the 1st 30 days.

6. All employment documents and mandatory requirements received will be forwarded to HR ER for the creation of 201 file and Payroll account applications.

7. Once done with the Job Offer, the Recruiter will confirm with the Hiring Manager of the start date of the candidate.

9. Closing

1. The recruiter will be responsible for closing the Manpower Request in the Applicant Tracking System once the new hire accepts the Job offer.

2. Once the candidate accepts the offer, the Recruiter will send out an Applicant Experience Survey to the new hires for them to rate their experience with the recruiter and the whole process.

3. Upon closing the MRF, the ATS will send a notification to IT, HR, SSP, ODLD, and Finance of the new hires’ details as seen below:

• Candidate ID

• Full Name

• Employee ID

• Title

• Team

• Address

• Mobile

• Email

• Supervisor 

• Start Date 

• Job Opening ID 

• Seat Code

• Service Line 

• Sub-Service Line 

• Market Segment

• Location

10. New Hire

1. HR ER will conduct New Hire Orientation (NHO) onsite for Pasay and virtual for other sites. Please refer to the New Team Member Orientation policy.

2. The new hire will attend the IT Onboarding session for more detailed instructions on how to set up the equipment. 

3. The new hire will need to attend a functional onboarding session after the NHO from HR ER.

4. After Onsite New Hire Orientation, the recruiter will do a meet and greet with the new hires. Make sure that the new hire feels welcome and ask if there are things they still need help on. The Recruiter would then endorse the new hire to their respective accounts/team for the Ops Onboarding, unless the client specified special instructions.

8. References

1. CPP-HR-0104 Employee Referral Program

2. CPP-HR_0107_V3 Transfer Policy

3. CPP-HR_0701 Internship Policy 

4. CPP-HR_0105_V2_New Team Member Orientation

9. Records

1. Manpower Request Form

2. Job Description

3. Resume

4. Application Form

5. Interview Assessment Form

6. Test Results

7. Character Reference Check Questionnaire

8. Character Reference Results

9. Background Check Results

10. Job Offer Letter

11. Employment Contract

12. Training Agreement

13. Non-Disclosure Agreement

14. Internet Usage Policy Document’

15. Client Supplied Document (ex. Non-Trading Policy, Client’s own version of NDA, etc.)

16. Recruitment Reports

17. Assessment Tools, Applicant Tracking System, Online Signing Platform

10. Annex 

• Annex A: Applicant Tracking System

• Annex B: Communication Assessment Tool

• Annex C: Online Signing Tool

• Annex D: Line Card Job Description